Leon Casino - El jugador tiene dificultades para completar la verificación de la cuenta.

Good morning. I am in dispute with Casino Leon to withdraw €427.

I made around €5000 in ATM deposits. Now I'm trying to raise these measly €427 and they won't let me.

They ask for documents after documents.

As unrelated as possible.

Run away from this Casino.

Bom dia. Estou em disputa com o Casino Leon para levantar 427€.

Efetuei cerca de 5000€ em depósitos por Multibanco. Agora estou a tentar levantar estes míseros 427€ e não me permitem.

Pedem documentos atrás de documentos.

O mais sem nexo possível.

Fujam deste Casino.

Dear Mbidarra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

I understand that.

I went through the entire identity verification process.

I submitted a photo of my citizen card, submitted proof of address, took a selfie. All good.

Then they asked for bank evidence, namely bank statements.

I submitted proof of the IBAN of the Santander account where I made payments by Multibanco Reference and sent proof of ownership of my Skrill account, where I would withdraw the winnings.

They said I had to send bank statements. I sent bank statement of my account.

Now they continue to request more bank documentation, just so I can get fed up and keep my money.

Eu compreendo isso.

Fiz todo o processo de verificação de identidade.

Submeti foto do meu cartão de cidadão, submeti comprovativo de morada, tirei selfie. Tudo bem.

Depois pediram comprovativos bancários, nomeadamente extratos bancários.

Eu submeti o comprovativo de IBAN da conta Santander onde fiz os pagamentos por Referência Multibanco e enviei comprovativo de titularidade da minha conta Skrill, onde iria levantar os ganhos.

Disseram que tinha de enviar extratos bancários. Eu enviei extrato bancário da minha conta.

Agora continuam a solicitar mais documentação bancária, única e simplesmente para eu me fartar e ficarem com o meu dinheiro.

Thank you very much, Mbidarra, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Mbidarra!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

I would like to prolong the timer for 7 more days, as it seems like we are beginning to establish a contact with the casino.

Mbidarra, meanwhile, is your problem still unresolved?

Hello.

I've tried to find the customer account using the email you provided, but had no luck. It could be a typo or the account might be registered under a different email.

Could you please ask the customer to provide the correct email or their account number?

Thank you!

Best regards,

Alexander

LeonGaming Compliance Officer

Mbidarra, please, give a response here or to my e-mail that I have sent you from the pavel.k@casino.guru. Note, if the response will not be given in a week, we will reject this complaint.

Dear Mbidarra,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.