Leon Casino - A conta do jogador está restrita e os ganhos estão atrasados.

Hello. My Leon account was restricted some time ago without explanation. For example, I no longer have access to bonuses and offers. Upon reaching the final VIP level, I was denied the €250 cash bonus. Furthermore, I cannot exchange my loyalty points, currently at 126,274.95, for cash, which is equivalent to €1,262.75. Last week, I placed 7th in the Clawbuster "Slot Fiesta" network tournament and won €750. Leon is now refusing to pay out due to the account restriction. I filed a complaint with customer service and finally learned the reasons for the restriction. I am being accused of unfair play for using the autoplay function and for playing multiple slots simultaneously. Leon refers to their terms and conditions, but I cannot find any information in the terms and conditions I have that prohibits this. I expect Leon to lift the restrictions and pay out the winnings I am owed.

Guten Tag. Mein Konto bei Leon wurde vor einiger Zeit ohne Angaben von Gründen eingeschränkt. So habe ich z.B. keinen Zugriff auf Boni und Angeboten. Bei Erreichen der letzten VIP-Stufe wurde mir der Cash-Bonus in Höhe von 250€ verweigert. Außerdem kann ich meine Treuepunkte von aktuell 126274,95 nicht in Bargeld umtauschen, was einen Gegenwert von 1262,75€ entspricht. In der letzten Woche habe ich bei dem Netzwerk-Turnier "Slot Fiesta" von Clawbuster den 7. Platz belegt und 750€ gewonnen. Leon verweigert jetzt die Auszahlung aufgrund der Kontoeinschränkung. Ich habe daraufhin eine Beschwerde beim Kundenservice eingelegt und daraufhin endlich die Gründe für die Einschränkung erfahren. Mir wird unfaires Spielverhalten vorgeworfen wegen Nutzung der Autoplay-Funktion und da ich mit mehreren Slots gleigespielt habe. Leon verweist auf die AGB, allerdings finde ich in den mir vorliegenden AGB keine Informationen darüber, dass dies nicht erlaubt ist. Ich erwarte, dass Leon die Einschränkungen aufhebt und mir die zustehenden Gewinne auszahlt.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was restricted?
• Do I understand correctly that you were barred from participating in promotions, but were still able to participate in tournaments?
• Have you used a different device to access your account and play simultaneously?
• Have you used the autospin feature directly found in the participating game(s)?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

I will gladly answer your questions:

I've been registered with the casino since the beginning of 2024. After about two months, these restrictions came into effect. These include no longer receiving bonuses, being unable to participate in exclusive tournaments, and not being able to exchange my accumulated loyalty points for cash. I was never given the reason for this at the time. I was only told that it was a decision made by the security department and that it could be reversed at any time. That's why I stayed with the casino.

Yes, that's correct. I was always able to participate in network tournaments hosted by the providers, where the rankings were displayed directly in the slot. The restriction only applied to Leon's exclusive tournaments, where the rankings were shown on the website.

I sometimes played on my phone and sometimes on my laptop, but never on both devices at the same time. On my laptop, however, I sometimes had several windows open and played on several slots simultaneously.

I used the Autospin function directly in the slots.

I will send the email history later via email.

Regards, Marcel

Hallo Tomas,

gerne beantworte ich Ihre Fragen:

Ich bin seit Anfang 2024 bei dem Casino angemeldet. Nach ca. 2 Monaten kam es zu diesen Einschränkungen. Hier zu gehört, dass ich keine Boni mehr erhalte, nicht mehr an exklusiven Turnieren teilnehmen kann und meine gesammelten Treuepunkte nicht in Bargeld umtauschen kann. Ich habe damals nie den Grund dafür erfahren. Es wurde mir nur mit, dass es eine Entscheidung der Sicherheitsabteilung sei und das es jederzeit auch wieder aufgehoben werden könnte. Deswegen bin ich auch bei dem Casino geblieben.

Ja das ist richtig. An Netzwerk-Turnieren, die von den Providern ausgerichtet und wo die Rangliste direkt im Slot zu sehen ist, konnte ich immer teilnehmen. Die Einschränkung betraf nur die exklusiven Turniere von Leon, wo die Rangliste auf der Webseite angegeben ist.

Ich habe manchmal vom Handy und manchmal vom Laptop gespielt aber nie mit beiden Geräten gleichzeitig. Am Laptop hatte ich aber manchmal mehrere Fenster offen und an mehreren Slots gleichzeitig gespielt.

Die Autospin-Funktion habe ich direkt in den Slots verwendet.

Den Emailverlauf schicke ich später per Email

Gruß, Marcel

Dear BERTI210,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas