Leon Casino - A desistência do jogador está atrasada.

I have verified the account, they have accepted that my account verification has been successfully completed and I have successfully wagered the amount I deposited (although they had imposed ridiculous maximum bet limits on me, below €1) and yet they do not approve my withdrawal of the balance I have on their platform, using stupid excuses as you will see in the attached photos from the conversation I have with their customer service, such as that I must submit a form showing my transactions with them and my account in general along with my personal details on one form, while in order to provide them with all this information they wanted, I submitted two forms, because the bank They don't provide me with everything they asked for in one form, which is, as you understand, ridiculous excuses.

Εχω κανω ταυτοποιηση τoυ λογαριασμου, εχουν αποδεχτει οτι εχει ολοκληρωθει επιτυχως η επαληθευση του λογαριασμου μου και εχω τζιραρει το ποσο που κατεθεσα επιτυχως (αν και μου ειχαν επιβαλει αστεια ορια μεγιστου πονταρισματος, κατω απο 1€) και παρολαυτα δεν μου εγκρινουν την αναληψη του υπολοιπου που εχω στην πλατφορμα τους, χρησιμοποιωντας χαζή δικαιολογια οπως θα δειτε και στις συνυμμενες φωτο απο την ομιλια που εχω με την εξυπηρετηση πελατων τους, του τυπου οτι πρεπει να καταθεσω ενα εντυπο που να φαινονται οι συναλαγες μου με αυτους και του λογαριασμου μου γενικοτερα μαζι με τα προσωπικα μου στοιχεια σε ενα εντυπο, ενω εγω για να τους παρεχω ολες αυτες τις πληροφοριες που ηθελαν τους κατεθεσα δυο εντυπα, γιατι η τραπεζα μου δεν παρεχει ολα οσα ζητανε σε ενα και μονο εντυπο, δηλαδη οπως καταλαβενετε αστειες δικαιολογιες.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

I registered at the beginning of July. I have never made a withdrawal, so they have not allowed me to withdraw from the beginning, even though I have identified my account. I did not use any bonuses. They simply asked me to wager my last deposit and even though I could not place a bet because they had set ridiculous limits for me, below €1, I managed to wager the deposit by playing roulette. However, they do not approve my withdrawal of my balance, worth €180, giving ridiculous excuses as you will see in the live chat that I have attached. Ask me anything else you want!

Εκανα εγγραφη τον αρχη Ιουλιου. Δεν εχω κανει ποτέ αναληψη, οπότε δεν μου εχουν επιτρεψει τις αναληψεις απο την αρχή, παρολο που εχω ταυτοποιησει τον λογαριασμο μου. Δεν εκανα χρηση μπονους. Απλά μου ζητησαν να κανω τζιρο της τελευταιας μου καταθεσης και παρολο που δεν μπορουσα να παιξω στοιχημα γιατι μου ειχαν βαλει αστεια ορια, κατω απο 1€, καταφερα και εκανα τον τζιρο της καταθεσης παιζοντας ρουλετα. Παρολαυτα δεν μου εγκρινουν την αναληψη του υπολοιπου μου, αξιας 180€, λεγοντας αστειες δικαιολογιες οπως θα δειτε και στην ζωντανη συνομιλια που σας εχω επισυναψει. Οτι αλλο θελετε με ρωτατε να σας πω!

Thanks for the explanation.

• Were you asked to complete verification before playing or afterward?
• Could you please explain when you deposited at the casino and since when your wagering has been subject to a 1€ limit?

Thanks for your reply.

As with all companies, verification is requested when you make the first withdrawal request, which I did successfully and as I told you, they asked me for absurd things so that they wouldn't complete the withdrawal. I made the first deposit when I registered, in early July. I made the last deposit about 3 weeks ago and made the required turnover at the casino playing roulette. They set the low limits on my betting 10-15 days after my registration, several companies do this, but they don't block withdrawals, they give you your money without a problem.

Οπως σε ολες τις εταιριες, η επαληθευση ζητειται οταν κανεις το πρωτο αιτημα για αναληψη, την οποια εκανα επιτυχως και οπως σας ειπα μου ζηταγαν παραλογα πραγματα για να μην ολοκληρωσουν την αναληψη. Την πρωτη καταθεση την εκανα οταν εκανα την εγγραφη μου, στις αρχες Ιουλιου. Την τελευταια καταθεση την εκανα πριν περιπου 3 εβδομαδες και εκανα τον απαιτουμενο τζιρο στο καζινο παιζοντας ρουλετα. Τα χαμηλα ορια στον στοιχιματισμο μου τα εβαλαν 10-15 μερες μετα την εγγραφη μου, αυτο το κανουν αρκετες εταιριες, αλλα δεν μπλοκαρουν τις αναληψεις, σου δινουν τα λεφτα σου χωρις προβλημα.

Dear LeonidasFokeas,

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, Lucia (lucia.s@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

Hello LeonidasFokeas,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Leon Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello. As you can see from the photo, I opened an account at leon and verified my account successfully. However, they are not allowing me to make withdrawals, under the pretext of ridiculous excuses, such as asking for bank forms in a format that I cannot provide, because the bank gives me exactly the forms they asked for, just in a slightly different format, which is ridiculous that they consider this as a reason for not allowing me to make a withdrawal.

Γεια σας. Οπως βλεπετε απο την φωτο, ανοιξα λογαριασμο στην leon και εκανα επαληθευση λογαριασμου επιτυχως. Παρολαυτα δεν μου επιτρεπουν τις αναληψεις, με προφαση αστειες δικαιολογιες, οπως το να μου ζητανε τραπεζικα εντυπα σε μορφη που ειναι αδυνατον να προσκομισω, γιατι η τραπεζα μου δινει ακριβως τα εντυπα που μου ζητανε απλα σε λιγο διαφορετικη μορφη, που ειναι αστειο να θεωρουν αυτο ως λογο που δεν μου επιτρεπουν την αναληψη.

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.