Leon Casino - Withdrawal of player's winnings has been delayed.

In my early days, Leon actually withdrew all payouts that I requested and it was pretty fast. Some days later, however, I deposited $170 CAD and was about to withdraw $300 CAD. The withdrawal was still in pending and I was feeling insecure because it's been delayed for 1 hour. Besides, I placed a bet with my own money and I promise I never claim any bonuses or extra credits which means there was no problem to get my withdrawal. After 30 minutes, I got e-mail from Leon security and they told me they're gonna need additional verification documents in order to proceed my withdrawal. I was wondering why they still need additional documents even if I provide all docs as they requested in the first day such as proof of address, bank statements and ID like passport. Whatever it is, I submit a selfie with holding a paper written "LEON" and ID as well. I uploaded that docs anyway but it will require maximum 30 days to verify. I've never seen any sports bookies that needs 1 month to verify my account and it was really hilarious. I need to pay my rent as soon as possible and cannot afford without that money. After that, I was not able to withdraw money and also cannot make a deposit. I complained to LEON security and they were like keep saying like a robot message "On average, it takes 3 days but takes 30 days in case. I'm really depressed and I'm still loss even though I get that payout. I literally don't understand what makes them to take such a long time and no one helps me out. I guess their customer service is only handled by AI bot and I never had a chance to talk with real person. I'm struggling with this issue and needs someone to sort it out. I finally found this website and needs some help to make a dispute. I cannot wait any longer than 2 weeks so I'm in urgent situation. Please help me out.

Is there any way they can speed up my verification process or contact with supervisor with LEON? If I do nothing, I just need to wait 1 month and I'm pretty sure they are gonna make another excuse after 1 month to delay my withdrawal and I'm really sick of this verification game.

Dear hansolyu8802,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It’s been 5 days and still no further action.

I guess they won’t give my payout forever.

All previous withdrawals were succesfully processed in 3 days and the verification as well.

This case is totally different and I feel like they’re delaying it on purpose.

It's been 6 days and still they are working on account verification. I still cannot either deposit or withdraw my remaining balance. They keep saying wait until my account gets verified. I feel like waiting forever until the end of my life. Their customer support like it's not my business, keep patient. Such a horrible sportsbook.

This is the reality of Leon and the way how they treat customers

I guess all this captures prove that they are scam. Be aware of this site who happens to see my complaint

Thank you very much for your reply, hansolyu8802. Do I understand correctly that you have provided all the required documents? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I swear I provided all the required documents. Bank statement, utility bill, and also ID as passport. The response from them is "On average, it takes 3 days. In any case, it takes up to 30 days and I’m still waiting." It’s been 10 days and I nearly give up getting my payout. Whenver I contact them, they are keep talking like that and never notify any reason why that withdrawal takes such a long time. You guys win Leon. I’m tired of waiting right now.

Thank you very much, hansolyu8802, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear hansolyu8802,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Leon Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Leon Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment and account to be verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

It’s been nearly 3 weeks and 300 CAD still stuck in my account. I just want that payout asap and never going to come back again to Leon. Whenever I ask them how long I should wait, they always reply sending a message "On average, it takes 3 days but in some case It needs 30 days." I really don’t get it. What kind of sportsbook need 30 days for processing verification? It just seems like they are purposefully delaying my withdrawal. I never heard any reply until yet. Their customer service is so poor.

I finally received an e-mail from them and they need to further verify me through video verification.

8 hours to go to video call and I'll post my review after video call.

I did video verification right now and they still need couple of days to proceed..

They told me they will send the results through my e-mail and need further analysis.

The verification process is driving me crazy and so hard to pass.

I'll post my updates later

Finally, I can access to Leon and request withdrawal.

It's still in pending though, want them to proceed asap.

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’ which may negatively affect its rating.

Hello, all good with my verification process and withdrawal.

I finally get my payout and the issue was resolved.

Thanks for your help and you can delete this complaint.

Thank you!

Dear hansolyu8802,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan