BlueLeo Casino - A conta do jogador foi bloqueada.

Hello,

I signed up at Blue Leo Casino. Deposited with no bonus and played with no problems. However, after uploading all the documents for the KYC procedure, my account was blocked. Why do they ask me for all the documents first and after receiving them they block my account and refuse my withdrawal.

I used to have an account there, but I didn't pay out anything or activate a bonus. I couldn't remember the dates.

Hallo,

ich habe mich bei dem Blue leo casino angemeldet. Habe eingezahlt ohne Bonus und gespielt ohne Proboleme. Jedoch wurde mein Konto nachdem ich alle Dokument für das KYC verfahren hochgeladen habe, gesperrt. Warum verlangen sie erst alle Dokumente von mir und nachdem sie sie erhalten haben, sperren sie mein Konto und lehnen meine Auszahlung ab.

Ich hatte früher mal ein Konto da, aber habe da weder was ausgezahlt noch einen Bonus aktiviert. Ich konnte mich nicht mehr an die Daten erinnern.

Hello frankschmank99,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Do I also understand it correctly that you have multiple accounts in the casino?

Looking forward to your answer.

Regards,

Nick

The verification process took over a week. ID, address, id with selfie and deposit proof have already been approved. I last wrote to the casino 3 days ago and wanted to know when my documents will be approved, the day after my account was blocked. The support said they would contact me and since then no message from them.

I have never had another account with blueleo.

Der verifizierungsprozess ging über eine Woche. Es wurden bereits ID, Adresse, Id mit Selfie und deposit Proof genehmigt. Ich habe das letzte Mal vor 3 tagen mit dem casino geschrieben und wollte wissen, wann meinen Dokumente Approved werden, am Tag danach war mein Konto gesperrt. Der Support meinte sie melden sich bei mir und seitdem keine Nachricht von denen.

Ich hatte noch nie ein anderes Konto bei blueleo.

Hello frankschmank99,

It is possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Ok

Hello frankschmank99,

Based on the e-mail forwarded it seems like the documents were sent in a wrong format or did not meet the criteria set by the casino.

Is it possible to forward them in the correct for again? If the casino still would not approve them, we can try to intervene.

I already have and have not had an answer since

Das habe ich bereits und seitdem keine Antwort

Thank you frankschmank99 for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you frankschmank99 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BlueLeo Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help resolve this issue.

Thank you!

Hello,

We will investigate the case and reach out to you.

Best Regards,

BlueLeo

Hello,

The player's account has been closed according to the casino administration's decision based on the security notification.

We also see that a withdrawal request was made on 10.06. but was approved on 03.07. with a delay due to the account being blocked.

We apologize for any inconvenience caused by requiring the documents, but the KYC process was started before this decision was made.

Best Regards,

BlueLeo Casino

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,

The player's account has been closed according to the casino administration's decision based on the security notification and will not be reopened.

Best Regards,

BlueLeo Casino

Dear BlueLeo Casino Team, could you please provide any reasoning or evidence of fraudulent activity here or to my email (peter.c@casino.guru)? Thank you in advance!

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,

The player's account has been closed according to the casino administration's decision based on the security notification and will not be reopened.

Best Regards,

BlueLeo Casino

As you have not provided any evidence to your accusations we will now close this complaint as unresolved which may negatively affect your rating. The complaint can be reopened at any time.

Dear frankschmank99, If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter