Leon Casino - Jogador reclama de pedido de autoexclusão ignorado.

Twin Casino/Leon Casino failed to secure and protect a human life. The casino as no respect of any kind for a human being. I am self excluded addicted player, I have begged to support to block and exclude my account and they ignored my request, both Twin Casino and Leon still maintain my account open. I have lost all my money and life savings to these casino. I am excluded by the SRIJ the Portuguese game regulator.. and still after I informed twin that I had this problems they just let me spend all my money, not even with limits.. they failed with what they say on there website on responsible game.. they say if a player even mentions that he is addicted the account is suspended, limited or blocked. I just want my money back, please help me recovering the money I lost after I informed everyone on the website and support that I was an addicted player, that doesn’t have authorization to be playing. Also both casinos, Twin Casino and Leon are both operating illegally in Portugal, and many people complain of how it’s not easy for players with problems to get excluded or blocked from their website. They make you share all your personal information and submit a request form for the exclusion that is not even in Portuguese and it’s a extremely difficult process. Please help me, in total I have lost more than 20000€ to Twin and Leon.

Dear joaomarsh20,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Twin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When was the first time you informed this particular casino about a gambling problem?
• Could you please share your communication with this particular casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I don't have a printout of when I reported it because the company doesn't keep a record of the online chat here in Portugal or at least I can't see it, but Twin Casino has access, because when I asked why they didn't self-exclude me, they responded by email and gave a lot of excuses, like having to fill out the form myself... but the truth is that I informed him several times that I was even banned from playing. Attached is what the company told me about my request for help... basically they claim that in order to block or self-delete my account I would have had to fill in my personal information on their website! It doesn't make sense, to create an account and spend a lot of money they didn't ask for anything, to block the account when I mentioned the addiction made it really complicated. In fact, I still have an active account even after asking and mentioning that I am a risky player. It makes no sense that they didn't block my account because they claimed I had no data, now my data is complete and they still don't block my access, and I lost all my money. Help, please

Não tenho o print de quando informei porque a empresa não mantém um registo do chat online aqui em Portugal ou pelo menos não consigo ver, mas a Twin Casino tem acesso, pois quando questionei porque não me auto-excluíram responderam por email e deram um monte de desculpas, como o ter que ser eu a preencher o formulário.. mas a verdade é que informei várias vezes que estava até proibido de jogar. segue em anexo o que a empresa me disse acerca do meu pedido de ajuda.. basicamente alegam que para terem bloqueado ou autoexcluido a minha conta teria que ter preenchido as minhas informações pessoais no site deles! Não faz sentido, para criar conta e gastar imenso dinheiro não pediram nada, para bloquear a conta quando mencionei o vício complicaram imenso. Aliás, continuo com a conta ativa mesmo após pedir e mencionar que sou um jogador de risco. Não tem lógica não me terem bloqueado a conta porque alegam que nao tinha dados, agora estão os meus dados completos e continuam sem me bloquear o acesso, e perdi todo o meu dinheiro. Ajudem por favor

I can see the screenshots are the responses from Twin Casino and not Leon Casino.

Have you informed Leon Casino of your gambling addiction as well?

Was your personal information filled in your casino profile in Leon Casino?

It's the same casino here in Portugal! It is no longer possible to access Leon at the moment, as they are illegal here in the country, the internet pages are always changing links, I only reported the case because I noticed that both sites were the same and I was talking to the same people

É o mesmo cassino aqui em Portugal! Já nem é possível aceder á Leon de momento, como estão ilegais aqui no país as páginas de internet estão sempre a mudar de link, só reportei o caso porque reparei que ambos os sites eram iguais e estava a falar com as mesmas pessoas

As you can see here it is the same Casino, the employees are the same and they even use Twin's email when representing Leon..

it's all the same thing, all from the same company Moonlite NV Both casinos are completely illegal here in Portugal, and with many unresolved complaints.

Como podem ver aqui é o mesmo Casino, os funcionários são os mesmo e até utilizam o email da Twin ao representar a Leon..

é tudo a mesma coisa, tudo da mesma empresa Moonlite N.V. Ambos os casinos estão completamente em situação ilegal aqui em Portugal, e com bastantes reclamações por resolver.

We understand casinos might have procedures in place for activating a self-exclusion. From the screenshots presented it seems the casino informed you in good faith on how to proceed with self-exclusion of your account.

• After you filled in your personal information in your casino profile, have you contacted the casino again with your request?
• Could you please share a timeline of events, explaining when you filled in your casino profile, when you contacted the casino, made subsequent deposits, and when the casino blocked your account?
• Have you expressed any concerns to the casino regarding not being able to understand the instructions on the website of the Kahnawake regulator?
• Have you contacted the casino's regulator regarding assistance in completing self-exclusion?

Did the casino act in good faith? The emails you received were after I asked for help and lost all my money! On April 3rd, I contacted Twin customer support through the website in my customer area, I informed customer support that I am a compulsive addicted gambler, who was self-excluded at national level by the entity that regulates gaming in Portugal, the SRIJ, I even informed the assistant that I was a risky gambler who had already attempted suicide, but they still didn't do what I asked, they didn't suspend me or block my account, they didn't even impose any limits! In fact, they never even let me suspend my account, and yesterday perhaps out of fear of what might happen, and after I sent copies of the complaints I presented, they sent me an email asking if I wanted to delete my Twin account! Completely ridiculous, previously it wasn't even possible to block or self-delete, now out of possible fear of reprisals they sent an email to delete my account and my data... first they let me spend all my money without limits, I could only self-delete -delete by filling out a form (which no longer exists). I have already written a complaint to the KGC Kahnawake Gaming Commission, and they are looking into the case.. but I think the Twin and Leon employees here in Portugal are a little confused, they say that their license is from Curacao, however the What they have on the website is the self-exclusion form from KGC.

Even worse, the day after my request for help, on April 4th, that is, after spending more than €10,000 at Twin Casino, I receive an email from Twin, introducing João Miranda, my new account manager. , something I never asked for! In fact, after I mention that I have a problem and lose everything, they still send an email to encourage me to deposit and lose more, totally inhumane! Note that there is also a clear violation of GDPR data protection, the email comes from Twin, but the account manager identifies himself as being from Leon! They say they are different companies, they even told me they didn't know anything about Leon but apparently they are the same people!

Where is the player protection?

O casino agiu de boa fé? Os emails que vocês vêm foi já depois de ter pedido ajuda e ter perdido todo o meu dinheiro! No dia 03 de abril contactei o suporte ao cliente da Twin através do site na minha área de cliente, informei o suporte ao cliente que sou um jogador viciado compulsivo, que estava auto-excluído a nível nacional pela entidade que regula os jogos em Portugal, o SRIJ, informei até o assistente que era um jogador de risco que já tinha tentado o suicídio, mas mesmo assim não fizerem o que pedi, não me suspenderam ou bloquearam a conta, nem sequer impuseram limites nenhuns! Aliás, nunca me deixaram sequer suspender a minha conta, e ontem talvez por medo do que possa acontecer, e após eu enviar cópias das queixas que apresentei, enviaram-me um email a perguntar se queria eliminar a minha conta na Twin! Completamente ridículo, anteriormente não dava nem para bloquear ou auto-excluir, agora com possível medo de represálias enviaram email para eliminar a minha conta e os meus dados.. primeiro deixaram-me gastar todo o meu dinheiro sem limites, só dava para me auto-excluir preenchendo um formulário (que já não existe). Já escrevi uma reclamação á KGC Kahnawake Gaming Comission, e eles estão a analisar o caso.. mas acho que os funcionários da Twin e da Leon aqui em Portugal estão um pouco confusos, eles dizem que a licença deles é de curacao, no entanto o que têm no site é o formulário de auto-exclusão é da KGC.

Pior ainda, no dia a seguir ao meu pedido de ajuda, no dia 4 de abril, ou seja após gastar mais de 10.000€ na Twin Casino, recebo um e-mail vindo da Twin, apresentado o João Miranda o meu novo gestor de conta, coisa que eu nunca pedi! Aliás, depois de eu referir que tenho um problema e perder tudo, ainda mandam email para incentivar a depositar e perder mais, totalmente desumano! Reparem que também existe uma clara violação de RGPD proteção de dados, o email vem da Twin, mas o gestor de conta identifica-se como sendo da Leon! É que dizem que são empresas diferentes, mesmo eles disseram-me que não sabiam de nada da Leon mas pelos vistos são as mesmas pessoas!

onde está a proteção ao jogador?

Twin Casino has already been resolved, now all that's left is Leon who owes me €2450... they stole my money and won't give it back. I have already written complaints to the KGC Kahnawake Gaming Commission, Mohawk Council of Kahnawàke, CGB Curaçao gaming control board and the antilliphone NV company that regulates them in Curaçao. At least it was resolved with Twin and they refunded me €9360.

I'm still waiting for a response from Leon, despite being from the same company, Leon's support here in Portugal is horrible, they speak in a threatening tone and follow procedures that violate European GDPR data protection. For example, they ask not only for a copy of your citizen card, but also a bank account statement, proof of address, front and back of the card used for deposits, they ask you to take a photo holding your identity document and hold a paper with the word Leon written on it... I question the entire legality of this process, because what it seems to me is that they make account verification as difficult as possible. At this moment my account was DELETED by Leon... all I have left is the customer number which was 78999605.

A Twin Casino já ficou resolvido, agora só falta mesmo a Leon que tem um montante de 2450€ de dívida comigo.. roubaram-me o dinheiro e não devolvem. Já escrevi reclamações para a KGC Kahnawake Gaming Commission, Mohawk Council of Kahnawàke, CGB Curaçau gaming control board e para a antilliphone N.V empresa que os regula em Curaçau. Pelo menos com a Twin resolveu e devolveram-me 9360€.

Estou á espera de uma resposta da Leon ainda, apesar de serem da mesma empresa, o suporte da Leon aqui em Portugal é horrível, falam em tom ameaçador e seguem procedimentos que violam a proteção de dados Europeia RGPD. Por exemplo, pedem não só uma cópia do cartão de cidadão, mas também como extrato da conta bancária, comprovativo de morada, frente e verso do cartão utilizado para os depósitos, pedem que você tire uma foto segurando o seu documento de identidade e segurem um papel com a palavra Leon escrita.. questiono toda a legalidade deste processo, pois a mim o que me parece é que dificultam a verificação de conta ao máximo. Neste momento a minha conta foi ELIMINADA pela Leon.. só me resta o número de cliente que era 78999605.

The only thing left is the amount of €2450 left in Leon Portugal, €2450 disappeared from my account and Leon's support is terrible and didn't help at all, they still managed to remove my complaint alleging defamation, there is a criminal complaint filed with the Portuguese Judiciary Police , against the company Leon, do not respond, and report the case as unresolved on the Portuguese Complaint Portal, the only representative they have called "Jorge" always responds in a very rude way and tries to intimidate customers, even violating the policy GDPR data protection policy, and called my cell phone number, Leon says she doesn't know how the money disappeared and blames me, claiming that I must have spent it. Completely ridiculous, I even had my bank account compromised, I had to cancel all my cards. Complaint Complaint was also filed with the SRIJ Gaming Regulation and Inspection Service.

Fica apenas a faltar o montante de 2450€ na Leon Portugal, desapareceu 2450€ da minha conta e o suporte da Leon é terrível e não ajudou em nada, ainda conseguiram remover a minha queixa alegando difamação, existe uma queixa crime apresentada na Polícia Judiciária Portuguesa, contra a empresa Leon, não respondem, e derem o caso como sem solução no Portal da Queixa Português, o único representante que têm chamado de "Jorge"responder sempre de forma muito rude e tenta intimidar os clientes, chegou até a violar a política de proteção de dados RGPD, e ligou para o meu número de telemóvel, a Leon diz que não sabe como o dinheiro desapareceu e mete as culpas em mim, alegando que o devo ter gasto. Completamente ridículo, fiquei até com a minha conta bancária comprometida, tive que cancelar todos os cartões. Queixa Apresentada também queixa no Serviço de regulamentação e Inspeção de Jogos SRIJ.

Please send me the correspondence regarding the recent development regarding the disappearance of your funds to my email at tomas@casino.guru

I'll await your message.

There is no correspondence, both the bank and the casino say they can't do anything and I have to wait for a police investigation. I have filed a complaint with the police against Leon and the payment provider. The problem is that the Leon casino is illegal in Portugal. The SRIJ and public security police are trying to close Casino Leon and Twin even though there are several fraud situations, player protection problems, among other situations. The police themselves don't know how to do it or act... as the company is based in Curaçao. They use the same payment provider that almost all fraudsters use here in Portugal, "EuPago, Inst Porto" the police are full of complaints about this casino and this institution, funds that disappear, deposits made without people's consent. At the moment there is only €2450 left to get everything sorted out. Because this money disappeared from my account after opening a link from Leon Casino. I can send you a copy of the police report of the crime if you want.

Não existe correspondência, tanto o banco como o casino dizem que não podem fazer nada e tenho que aguardar investigação policial. Tenho queixa apresentada na polícia contra a Leon e o provedor de pagamentos. O problema é que o casino Leon está em estado ilegal em Portugal. O SRIJ e polícia de segurança pública estão a tentar fechar o Casino Leon e Twin mesmo por existirem diversas situações fraude, problemas de proteção de jogador entre outras situações. A própria polícia não sabe como fazer nem agir… pois a empresa está sediada em Curaçau. Utilizam o mesmo provedor de pagamentos que quase todos os burlões usam aqui em Portugal, "EuPago, Inst Porto" a polícia está cheia de queixas deste casino e desta instituição, fundos que desaparecem, depósitos feitos sem consentimento das pessoas. Neste momento faltam apenas 2450€ para ficar tudo resolvido. Pois esse dinheiro desapareceu da minha conta depois de abrir um link da Leon Casino. Posso enviar se quiser uma cópia do auto polícia de queixa crime se quiser

Both the Casino, the Bank and "EuPago" which processes payments to Leon, say that I have to wait for the police investigation, the truth is that I have been waiting for almost 2 months! I even canceled all the cards in that bank account and closed the account and changed banks! I was very scared, all my data was compromised at Leon. The fact that the company is illegal and uses several sites with different links makes it quite unsafe

tanto o Casino como o Banco e a "EuPago" que processa os pagamentos á Leon, dizem que tenho que aguardar pela investigação policial, a verdade é que já estou há quase 2 meses á espera! Cancelei até todos os cartões dessa conta bancária e encerrei a conta e mudei de banco! Fiquei com muito medo, todos os meus dados foram comprometidos na Leon. O facto de a empresa estar ilegal e utilizar vários sites com links diferentes torna-o bastante inseguro

And the company Leon removed all my complaints from the competent authorities here in Portugal, alleging defamation. I even received a call from the person who handles Leon Portugal's complaints, a man called "Jorge" who spoke in a very intimidating and threatening tone... putting the blame on me. They never found a solution to the problem. They deleted my Leon account so as not to leave a trace

E a empresa Leon removeu todas as minhas reclamações das autoridades competentes aqui em Portugal, alegando difamação. Recebi até uma chamada de quem trata das reclamações da Leon Portugal, um senhor chamado "Jorge" que falou num tom muito intimidante e ameaçador.. metendo as culpas em mim. Nunca acharam uma solução para o problema. Apagaram a minha conta Leon para não deixa rasto

If the investigation went to the police and your bank and the casino are involved in an official investigation, I am afraid we won't be able to assist you. In our experience, if the police is involved, casinos usually refuse to communicate details to third-party mediators.

Please send me the correspondence in which the casino refuses to comment on your questions due to an ongoing police investigation. If you wish you may send the police report, but considering the situation, it's not necessary for us. My email is tomas@casino.guru

Tomas is indifferent whether the complaint went to the police or not... the Portuguese police said they couldn't do anything. The complaint was filed because Leon is illegal in Portugal and does not even have a legal representative or offices in our country! Which is the worst part about these casinos that operate without national regulation

Tomas é indiferente se a queixa foi para a polícia ou não.. a polícia portuguesa disse que não podia fazer nada. A queixa foi arquivada pois a Leon está ilegal em Portugal e não tem sequer um representante legal ou escritórios no nosso país! Que é a pior parte destes casinos que operam sem regulamentação nacional

Leon from the beginning never responded to anything! Neither in the complaints I wrote here, nor in other places

A Leon desde o início que nunca respondeu a nada! Nem nas reclamações que escrevi aqui, nem nos outros locais

Why hasn't a legal representative from Leon responded here yet? Just like Twin Casino did? Leon support doesn't want to know? Don't customer opinions and complaints count for anything?

Today an email was sent with my entire history with Leon and Moonlite NV Casinos and the various crimes committed by the company in Portuguese territory. It was sent to 13 competent authorities, including Kahnawake Gaming Commission, Antillephone NV, Governor of Curaçao, Embassy of the Netherlands Antilles, Curaçao Gaming Control Board etc.. along with 28 annexes proving the company's failures with Portuguese customers, the various violations of GDPR data protection as well as various player protection gaps.

The use of celebrities and influencers to promote Leon on social media is also proven, thus advertising an unregulated and illegal Casino in Portugal, which is a crime. In these same famous videos they tell people to bet their entire salary on Leon... completely shameful and inhumane. Where is Leon's team? Where is the Compliance team for such a large company? Moonlite Casinos are causing huge damage in Portugal and hundreds and hundreds of people are becoming addicted to gambling and losing everything because of this company. They don't know how to impose limits or protect the player... if they see that you deposit a lot, they will still send emails offering money to feed the addiction and make the customer deposit more and more. Some authority should do something about this! I am also starting to question the legality of the company even in Curaçao, since in the same address there are hundreds of casinos registered under different companies... but all with the same address and door number.

The Casino is not transparent and blatantly lies on their website, saying that this Casino is legal in Portugal... making people believe that they are protected... but it is not true. This casino does not have a license to operate in Portugal.

I am attaching the prints of the authorities contacted and also of the Leon website where they lie and say that the company is legal in Portugal.

Porque é que ainda não veio um representante legal da Leon responder aqui? Tal como fez a Twin Casino? O suporte da Leon não quer saber? A opinião e as reclamações dos clientes não contam para nada?

Hoje mesmo foi enviado email com toda a minha história com a Leon e os Casinos da Moonlite N.V e os vários crimes cometidos pela empresa em território Português. Foi enviado a 13 autoridades competentes, incluindo Kahnawake Gaming Commission, Antillephone N.V, Governadora de Curaçao, Embaixada das Antilhas da Holanda, Curaçau Gaming Control Board etc.. juntamente com 28 anexos que prova as falhas da empresa com clientes Portugueses, as várias violações de proteção de dados RGPD tal como a várias falhas de proteção ao jogador.

Fica também provado o uso de celebridades e influencers para divulgar a Leon nas redes sociais, fazendo assim publicidade a um Casino não regulamentado e ilegal em Portugal, que é crime. Nesses mesmo vídeos famosos dizem ás pessoas para apostarem todo o seu salário na Leon.. completamente vergonhoso e desumano. Onde está a equipa da Leon? Onde está a equipa de Compliance de uma empresa tão grande? Os Casinos da Moonlite estão a provocar um estrago muito grande em Portugal e centenas e centenas de pessoas estão a ficar viciadas no jogo e a perder tudo por causa desta empresa. Não sabe impor limites nem protege o jogador… se virem que vocês depositam muito ainda enviam emails a oferecer dinheiro para alimentar o vício e fazer o cliente voltar a depositar mais e mais. Alguma autoridade faça algo em relação a isto! Começo também a questionar a legalidade da empresa mesmo em Curaçau, visto que na mesma morada existem centenas de casinos registados sob empresas diferentes.. mas todos com a mesma morada e número de Porta.

O Casino não é transparente e mente descaradamente na página de internet deles, dizendo que este Casino é legal em Portugal… fazendo as pessoas acreditar que estão protegidas.. mas não é verdade. Este casino não tem licença para exercer atividade em Portugal.

envio em anexo os prints das autoridades contactadas e também do site da Leon onde mentem e dizem que a empresa está legal em Portugal.

Thanks for your point of view.

We don't deal with complaints regarding refund demands based on the assertion casinos operate without specific licenses and/or illegally.

We'll continue to investigate the case regarding the missing balance and possible failed exclusion going forward. I apologize for not replying sooner.

I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

So I spent more than a week waiting for a response and they weren't even able to help me with anything? I explained everything, I put all the evidence here, LEON casino is committing several crimes in Portuguese territory... if I can't expose and complain here, where will I do it? I have already sent complaints to KGC and Curaçao but they imply that Casinos can do whatever they want as long as they are illegal. My refund request is not because the house is illegal, it is because of the lack of player protection they have, of letting players with problems sign up and deposit absurdly high amounts without any type of verification... they can deposit more than €10,000 without any type of proof or verification, which is also illegal here in Portugal. If the Casino is not following its own rules, it is the rules and regulations of its regulator Kahnawake Gaming Commision, what will the player do? How long will they let this situation continue in Portugal? It seems like no one wants to know! There are several crimes taking place, including advertising and facilitating gambling for minors… but no one wants to know! Much less Casino Guru, which seems to have ignored everything I've said so far... I came here to make a request for help and I got everything but that, in fact, it suggests that they are defending the illegalities committed by LEON. It makes people feel increasingly insecure about using this type of service! So far there hasn't even been an official response from LEON or any of their representatives... simply a shame. I'm really disappointed, and I feel imposing

Então tive mais de uma semana á espera de uma resposta para nem sequer me conseguirem ajudar em nada? Expliquei tudo, coloquei aqui todas as provas, a LEON casino está a cometer vários crimes em território Português.. se não posso expor e reclamar aqui, vou fazê-lo onde? Já enviei reclamações para a KGC e Curaçau mas assim dão a entender que os Casinos podem fazer o que quiserem desde que sejam ilegais. O meu pedido de reembolso não é por a casa ser Ilegal, é por causa da falta de proteção ao jogador que possuem, de deixarem jogadores com problemas se inscreverem e depositar valores absurdamente altos sem qualquer tipo de verificação.. podem depositar mais de 10.000€ sem qualquer tipo de prova ou verificação, que é também ilegal aqui em Portugal. Se o Casino não está a seguir as suas próprias regras, é às regras e normas do seu regulador Kahnawake Gaming Commision, o jogador vai fazer o quê? Até quando mais vão deixar esta situação continuar em Portugal? Parece que ninguém quer saber! Estão vários crimes a decorrer, inclusive publicidade e facilitar os jogos de azar a menores de idade… no entanto ninguém quer saber! Muito menos o Casino Guru que parece que ignorou tudo o que disse até agora.. vim aqui fazer um pedido de ajuda e consegui tudo menos isso, aliás, dá a entender que estão a defender as ilegalidades cometidas pela LEON. Faz com que as pessoas se sintam cada vez mais inseguras de utilizar este tipo de serviços! Até agora ainda nem sequer uma resposta oficial da LEON ou de nenhum representante deles… simplesmente uma vergonha. Estou mesmo desiludido, e sinto-me imponente

Dear joaomarsh20,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Casino Guru Team,

The customer has already escalated this issue to KGC, our regulator. We will keep you informed of their decision on this case as soon as it is made.

We apologize that the customer had a bad experience with our service. We hope that our regulator will help us resolve this issue fairly.

Thank you for your assistance.

Best regards,

Alexander

Leon Compliance Officer

Good evening Alexandre, I would like to resolve the matter in the best and fastest way so that it would be better for all of us. I just want a refund of €2450, which was the amount they let me deposit compulsively, without any type of additional verification or any type of security... I thought I was protected by Portuguese laws and by the SRIJ, because on your website here at Portugal, you claim to be in a legal situation in Portugal, so I thought I wouldn't even be able to bet, much less bet such large amounts as I did. Betting €500 at a time, it was clear that there was a problem. Why do Player Protection rules exist? Furthermore, being an unregulated casino in Portugal, it becomes extremely dangerous for an addicted player like me... it is also not easy to self-exclude or suspend the account, as I only managed to do so days later and after a police complaint. The fact that they advertise illegally on social media doesn't help either, in fact I signed up to Leon through an Instagram link. I would like you to resolve it in the best way so that I can obtain a refund, improve your player protection rules, and improve your customer support in order to detect risky and addictive behavior. If they are resolved quickly and easily, I will remove all the complaints and complaints I made on different platforms and websites against the company Leon / Twin / Moonlite NV / Neo Group. I'm waiting for a response from you Alexandre, so that we can resolve it in the best way possible.

Boa noite Alexandre, gostaria de resolver o assunto da melhor maneira e de forma mais rápida para que fosse melhor para todos nós. Eu apenas quero o reembolso de 2450€ que foi o montante que me deixaram depositar de forma compulsiva, sem qualquer tipo de verificação adicional ou qualquer tipo de segurança… Eu pensava que estava protegido pelas leis Portuguesas e pelo SRIJ, pois no vosso site aqui em Portugal vocês afirmam estarem em situação legal em Portugal, logo pensei que não fosse sequer conseguir apostar, muito menos apostar quantias tão altas como apostei. Apostando 500€ de cada vez, notava-se claramente que existia um problema. Para que existe as regras de Proteção ao jogador? Ainda por cima sendo um casino não regulado em Portugal, torna-se extremamente perigoso para um jogador viciado como eu.. também não é fácil de auto-excluir ou suspender a conta, visto que só consegui isso dias depois e após uma queixa policial. O facto de fazerem publicidade ilegal nas redes sociais também não ajuda nada, aliás inscrevi-me na Leon através de um link do instagram. Gostaria que resolvessem da melhor maneira de forma a eu obter o reembolso, melhorem as vossas regras proteção ao jogador, e melhorem o vosso apoio ao cliente de forma a detetarem comportamentos de risco e vício. Se resolverem rápido e de forma fácil, removerei todas queixas e reclamações que fiz nas diferentes plataformas e sites contra a empresa Leon / Twin / Moonlite N.V / Neo Group. Fico á espera de uma resposta sua Alexandre, de forma a resolvermos da melhor maneira.

Dear joaomarsh20,

Since the case is being examined and evaluated by the licensing authority, we cannot interfere. I am very sorry, but I have no other option but to close this case until the regulator decides. Please let me know if there are any updates.

Kind regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear joaomarsh20,

We have been informed by the casino team that the regulator has decided in their favor. Could you please confirm their statement?

Dear joaomarsh20,

have you been informed about the decision from the regulator?

The case that was referred to the KGC was from Twin Casino, not Leon…

O caso que foi encaminhado para a KGC foi do Twin Casino, não da Leon…

Also, if you open this complaint per Casino request, then ask them if they dont want to solve this with a friendly negotiation. Can you ask someone from the Leon compliance team to answer here to the case? I just want to end this once for all… if the company does the right thing I Will remove all complaints from every website, including TrustPilot, here on CasinoGuru and Portal Da Queixa. I just want to end this, please contact the Casino and see if they are Available for an agreement of 2000€ refund. I dont even want all the money, since I spent more than 3000€ in this Casino, I just want the enough to pay My medical Bills, since this case with Leon and Twin I am being followed by a specialized team because I tryied to suicide because of what I went through with this Company. I have a medical report that clearly shows that after what I lost with Moonlite Casinos My Life almost Ended. I dont want to reach to a point where I have to report the company everyday and ruin their reputation. I just want the 2000€ so I can be in peace and pay for My addiction treatment. If they’ve done proper KYC and verification I would never deposit such high amounts.

Dear Leon Casino team,

May I kindly request your response and possibly the evidence regarding the decision from the regulator?

CasinoGuru the Kahnawake regulator has now opened a complaint and notified the operator Moonlite Leon and Twin for harassment and threats.

In addition to the lost money, they are still calling and harassing me. The employees took it personally, and I was able to see on LinkedIn that more than 20 company employees had seen my profile

CasinoGuru o regulador Kahnawake abriu agora uma queixa e notificou o operador Moonlite Leon e Twin por perseguição e e ameaças.

além do dinheiro perdido ainda me andam a telefonar e perseguir-me. Os funcionários levaram para o lado pessoal, e consegui ver no LinkedIn que mais de 20 funcionários da empresa viram o meu perfil

Dear Casino Guru team,

We are currently in correspondence with KGC about this case. Unfortunately, they cannot share the details of the case with a third party, as per their policy, so we are seeking alternative ways to provide you with confirmation. I will keep you updated on this matter.

Thank you for your assistance.

Best regards,

Alexander

Leon Compliance Officer

Alexander, I am willing to Make a friendly agreement if Leon/Twin returns all funds deposited on both Casinos (since you refused to refund any money spent on Leon, and didnt even told me the total amount deposited) and deletes all my data from your dababase. I Will also perform the abrangent self exclusion with the KGC. I don’t want any phonecalls from your agents or any kind of contact by the company.

A total of almost 3000€ on Leon without any kind Of KYC or player protection.. And Still, you don’t refund the money and the employees even harrass me and Stalk me because of the complaints! Calling My Phone is just too much. If you want to end this and I Will drop all Charges, please refunda the total deposit amount for both Casinos, since that I have more then evidences that your staff lured me with high bónus offers, emails, messages, VIP Account managers… I just want to end this Alexander.

If the standards and rules of the casino itself and its regulator KGC had been complied with, none of this would have happened! Since I spent a total that I don't even have an account with Leon, more than €3000 at will, these are high deposit amounts that the Kahnawake Gaming Commision requires an account verification of the player's identification to be carried out... it is also written in the policies of the Leon's website... in fact, it even goes against money laundering laws. I think Leon and Twin have been acting badly and in bad faith towards me from the beginning. I would really like to reach an amicable solution, if not I will try to move forward with a formalized complaint through KGC and try to take the case to court. I have evidence through video, call recordings, screen captures, among others... that employees of both companies in the Moonlite NV group committed several crimes and infractions in the national territory, and violated regulatory entity rules, with illegal advertising practices and encouraging gambling.

Se tivessem sido cumpridas as normas e regras do próprio casino e do seu regulador KGC nunca nada disto tinha acontecido! Visto que gastei um total que nem tenho conta na Leon, mais de 3000€ á vontade, são valores altos de depósito que a Kahnawake Gaming Commision obriga a que seja feita uma verificação de conta de identificação do jogador.. está escrito também nas políticas do site da Leon.. aliás, vai até contras as leis de lavagem de dinheiro. Acho que a Leon e Twin estão a agir mal e de má fé comigo desde o início. Gostaria mesmo chegar a uma solução amigável, se não irei tentar avançar com uma queixa formalizada através da KGC e tentar levar o caso a tribunal. Tenho provas através de vídeo, gravações de chamadas, capturas de tela entre outros.. de que os funcionários de ambas as empresas do grupo Moonlite N.V. cometeram vários crimes e infrações em território nacional, e violaram regras da entidade reguladora, com práticas ilegais de publicidade e incentivo ao jogo.

At Twin Casino they returned €9360 which was not the full amount either! I believe they were missing 1200€, that is, in addition to having violated the rules again and leaving a player with a gambling addiction, and already excluded from Leon signing up for Twin, they let him deposit practically 10500€ without any type of KYC or verification. I would like a full refund from both Casinos.

Na Twin Casino devolveram 9360€ que também não foi o valor total! Ficou a faltar 1200€ creio eu, ou seja, além de terem violado novamente as regras e terem deixado já um jogador com vício de jogo, e já excluído da Leon inscrever-se na Twin, deixaram depositar praticamente 10500€ sem qualquer tipo de KYC ou verificação. Gostaria do reembolso total de ambos os Casinos.

I am extending the timer by 7 days since the casino team needs more time to find a way to provide us with the requested evidence.

Dear Casino Guru team,

We are still in correspondence with the KGC, and we will need more time to provide the confirmation.

Regarding the user's claims, I have already provided you with detailed information clarifying every aspect of the case. However, if you have any further questions, please feel free to ask.

Thank you for your patience and assistance in resolving this matter.

Best regards,

Alexander

Leon Compliance Officer

Alexandre and the staff of Leon Casino and Moonlite N.V. I just want everything to be resolved and all the problems to go away. Return all the money deposited at Leon and Twin and everything will be resolved! You can talk to the regulator all you want and try to lie all you want, but if you don't give me my money back I won't stop. I'll keep writing complaints every day on TrustPilot, CasinoGuru, AskGamblers and the Complaint Portal. It's only worse for your casino's reputation! Just like the exposure of your employees during the case... it doesn't do any good. Return the deposits to Leon when I mentioned gambling addiction, and that's it! It's all over! It costs that much!

Do you really want that much negative exposure on all the casino review and complaint sites? I want to reach an amicable agreement.

Alexandre e staff do Leon Casino e Moonlite N.V eu só quero resolver tudo e que todos os problemas passem. Devolvam todo o dinheiro depositado na Leon e na Twin e tudo fica resolvido! Podem falar com a entidade reguladora á vontade e tentar mentir da forma que quiserem, mas se não me devolverem o dinheiro eu não vou parar. Irei continuar a escrever reclamações todos os dias no TrustPilot, no CasinoGuru, AskGamblers, Portal da Queixa. Só é pior para a reputação do vosso casino! Tal como a exposição dos vossos funcionários durante o caso… não faz nada bem. Devolvam os depósitos na Leon quando mencionei vício de jogo, e pronto! Tudo se acaba! Custa assim tanto?!

Querem assim tanta exposição negativa perante todos os sites de críticas de Casinos e de reclamações? Quero chegar a um acordo amigável.

Dear joaomarsh20,

I can confirm that the casino team has substantiated their claims, and the regulator has decided in their favor in this case. I am very sorry, but I have no choice but to close your complaint accordingly.

Best regards, Jozef