CryptoLeo Casino - El jugador experimenta un retraso prolongado en el retiro.

First attempt was made on december 24. Nothing happend so I contacted support and they then claimed that the money was already sent. That is a total lie, because the money is still visible at the casino when I log in.

I then canceled the pending withdrawal and made a new try on january 21. I am still waiting and the support only say that the money is "coming soon".

They act like liars and thieves and I guess they will just steal my money. I can not understand how casinos are allowed to act like this.

(The withdrawal is 3.577 LTC but I had to write euro here in the subject)

Dear hoshy,

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

Could you please confirm if you passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

What is the current status of your withdrawal? Do you still see it as pending?

When was the last time you communicated with customer support and what was it about?

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

Hello Veronika! Thanks for looking into this. I will answer all your questions.

I had passed KYC and also had succesful withdrawals before this.

Yes, I played with bonus.

I still see the withdrawal as pending there.

I talked to customer support just before filing this complaint. They just gave me standard standard replies when I asked why they are taking so long.

Could you please specify what kind of bonus you activated? Please send me the link here. What types of games did you play? Has customer support provided you with some new information regarding your payment?

It was a deposit bonus they offered me in email. I have only played slots at this casino.

I don't have a link to send you because this was such a long time ago. And I don't believe this issue is bonus related, they are simply stalling the payment for some reason.

No, they have not told me anything new at all. And I have not contacted them more.

Thank you very much, hoshy, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 hoshy,

This is Dominika and from now on, I will be taking care of your complaint. I would like to invite CryptoLeo Casino's representatives to join this discussion in order to resolve the issue.

Dear CryptoLeo Casino, can you please provide an update on the status of the player's withdrawal request?

Best wishes,

Dominika

Casino.Guru

They have paid now.

Thank you for the help Guru!

Dear hoshy,

Thank you for sharing your experience with us and we are sorry for the inconvenience caused.

We inform you that your withdrawal has been paid. If you still have questions, please let us know.

Best regards,

CryptoLeo Team.

Dear hoshy,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru