Letou Casino - Player's account has been closed, and winnings confiscated by the casino.

I played for more six months at letoo. One day at the middle of August i made a withdrawal request for 600 usd. Then casino ask me for KYC for second time. They ask me to rec a video wich i present myself and say my personal details. I made everything and after that the close my account and they remove all my money of my balance. When i speak to the chat they accused that i cheat them. When i ask what i did they said that i know what i made and that i brake some rules and i have to check my betting strategy. I never did something wrong. After this time they do not answer to my question and get out me from chat Anyway i appreciate if you can do something. I understand you can do too much but please give a try

Dear aofsampali,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Could you please confirm that you passed the KYC and video verification?

Please forward any relevant communication between you and the casino regarding the issue with your account closure and confiscation of your balance to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes I made several withdrawal from casino until the day wich that happened. I do not know what happened with the KYC because they refuse to tell me anything. Our conversation made via live chat and unfortunately i didn't keep copies of conversation

Thank you very much, aofsampali, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you aofsampali for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Letou Casino for their help in resolving this complaint. We would like to ask if you could explain what the issue with the verification is and if we can do anything to help resolve this case.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino supposedly operates under a Curacao license but we were not able to verify under which. If you want me to send you a contact for all of them, let me know. (peter.c@casino.guru)

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter