Leon Casino - The player struggles to verify his account.

HELLO, I RECENTLY ENTERED THIS CASINO, THROUGH ADVERTISING, IT SEEMED TO ME A VERY WELL DESIGNED SITE, I EARNED SOME VALUES AND I WAS ABLE TO CASH ONCE, AS SOON AS I WENT TO CASH THE SECOND I WAS ASKED TO VERIFY, AND I WAS ! THEY CHECKED ME AT THE TIME, I TRYING TO WITHDRAW AGAIN AND IT FAILED, THEY ASKED ME FOR SEVERAL PHOTOS HOLDING THE DOCUMENT, ON THE COMPUTER SCREEN WITH THE PROFILE OPEN, WITH A WRITTEN PAPER LEON AND THE DATE OF THE DAY, SO THEY TOLD ME THAT IT WOULD TAKE 3 TO 30 DAYS , FOR THIS VERIFICATION, AND THIS VALUE THAT IS IN ACCOUNT IS OF GREAT VALUE FOR MY HOUSE, I WOULD NOT LIKE THAT IT TAKES TIME FOR 3 DAYS, IMAGINE 30 DAYS, AND THEY DON'T SAY IF THE DOCUMENTS ARE GOOD, IF 30 DAYS PASS AND ME TO HAVE TO WAIT + 30 DAYS WOULD BE DEATH FOR ME, PLEASE COULD HELP ME TO ACCELERATED THIS PROCESS?

Hello brenno ,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Leon Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you begin the verification process? Did you provide them all the requested documents already? How much did you withdraw with your first withdrawal request? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, the first verification was instantaneous, I managed to make a withdrawal of 1000 BRL, but there was still 2192 BRL left in the account, this verification process has been going on for a week, but I spoke to them 2 days ago and I did not get a response on how long will take, and even if the documents are ok to wait! because a person who already waits 30 days, is an exorbitant time, and if the document is not ok? is it another 30 days? this is inexplicable! This value in account would be of great value in my house.

Hello brenno,

Based on our experience he verification usually takes up to 14 days. If I count correctly you are still within that time frame so for now I would recommend you to wait only a few more days. If there won't be an update until the end of this week regarding your verification, we will try to intervene.

Alright, I'll be waiting.

I still haven't gotten any response from the house, please help me.

Thank you brenno for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi brenno,

I've just reviewed your case and am sorry to hear that you have to deal with this problem. I'll try my best to help you by contacting the casino.

Dear Leon Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case? Are there any special reasons for the delay in the verification process?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I was interviewed, by a call with webcam on, they asked several questions, and finally they released my account.

Hi brenno,

Thank you for the update. So you can confirm that your account is fully verified now and you're able to make other withdrawal requests? May I close your complaint as resolved?

I'll set the timer for 7 days, hope to hear from you soon!

Kind regards,

Natalia

Hi brenno,

I haven't heard from you but since there've been no negative comments from you I'll consider that the complaint was resolved and you can use your account at Leon Casino.

Thank you very much for using our complaints resolution center, we appreciate your trust. Please, don't hesitate to contact us in case of any troubles with online casinos, but I hope that any problems like this will never happen to you again.

Regards,

Natalia