Leon Casino - El pago del bono del jugador se retrasa.

There was a bonus that gaves 200% of the deposit!!!I made the deposit (100 euros)and they charge me the 200 euro from the bonus!!!The bonus had the crazy amount of 8000 to wager.I complete this target and iwas up 1320.And now the good of the story starts!!!When i complete the task one button appears down at the page that to transfer the ammount to my main accoun!!!I press it and i see at acoount that the gave me 200 euros!!!I went to live help center and the manager of the shift says to me that the ammount is the right and the target of the bonus is to wager 8000 euros in order to receive 200 % of your deposit as a price.We were fighting for half an hour and when i ask him to show the terms of the bonus he told that he can't do this because the offer was for special guests.

Dear xristos25031984,

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 share supporting evidence regarding the issue?
• Could you please share with me the promotion as it was presented to you?
• Was the reduction of the bonus money recorded in your transaction history?
• Could you please forward your exchange with casino support to my email at tomas@casino.guru for review?

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

Dear Tomas i already sent 3 mails with all the docs that you ask!!!Thank you in advance my mail is [removed by casino.guru admin]

Good afternoon Tomas did you get the mails that i sent to you???

Dear xristos25031984,

I checked your communication with the casino. https://leon.bet/casino-rules

I also checked the rules of the casino and found this:

6.9. Some bonus campaigns may impose a limit on the amount of bonus funds that can be transferred after fulfilling the wagering requirements. After wagering such a bonus, the maximum allowable bonus amount is transferred from the bonus balance to the main balance, and the remaining funds are written off from the bonus balance.

I understand your point of view, however, please understand online casinos can impose a win limit on bonus play, which is completely in line with how most online casinos offer bonuses. Even though the information about the specific limit might have been kept from you, without evidence we are unable to argue effectively and ask the casino for a higher payout. Please let me know if you have any information on how you were informed about this specific campaign and whether there are any rules you observed when completing the wagering of the bonus.

I'll wait for your reply.

No I don't have any details as well they didn't provide it to me when I was living them insisting on giving me the terms to read them it was like a ghost bonus after that scene I didn't find it again as a bonus. The bonus was there as a Banner after my deposit. rules I followed were to withdraw 8000 euros that he asked me!!! Guys, it's an oxymoron to be asked to withdraw 8000 for to give you back 200!!!

Όχι δεν έχω καμία λεπτομέρεια όπως επίσης δεν μου την παρείχαν όταν τους ζούσα επίμονα να μου δώσουν τους όρους να τους διαβάσω ήταν σαν μπόνους φάντασμα μετά από εκείνο το σκηνικό δεν το ξαναβρήκα σαν μπονους.Το μπόνους υπήρχε σαν Μπάνερ μετά από την κατάθεση μου.Οι κανόνες που τήρησα ήταν να τζιραρω 8000 ευρώ που μου ζητούσε!!!Ρε παιδιά είναι οξύμωρο να σε ζητάνε να τζιραρεις 8000 για να σου δώσουν πίσω 200!!!

Thank you very much, xristos25031984, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello xristos25031984,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Leon Casino to join the conversation.

Dear Leon Casino,  

Upon examining the details, it would be most helpful if you could provide the specific conditions related to the bonus in question. A screenshot of the bonus terms would be particularly beneficial for clarification. If this is not possible to share this publicly please send the information to me at michal.k@casino.guru.

I already sent you all thr mail that i sent to Tomas already

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.

Hello Casino Guru Team,

Our team is reviewing the complaint. I will get back to you as soon as I have the results.

Thank you for your patience.

Best regards,

Alexander

Leon Compliance Officer

Dear Leon Casino,

Can you please provide us with any updates?

Dear Michal and Casino Guru team,

The winning bonus amount has been calculated correctly. According to the rules of this promotion:

2.5. Maximum winnings from the bonus fund are limited to 2 times the bonus amount received.

(2.5 Maximum winnings from the bonus fund are limited to 2 times the amount of the bonus received.)

Since the bonus received by the player is equal to their initial deposit of 100 EUR, the bonus payout cannot exceed 2 times this amount, ie 200 EUR.

The rules of the promotion are provided to players in the interface as a clickable link.

Best regards,

Alexander

Leon Compliance Officer

Dear Michal and Casino Guru team,

The winning bonus amount has been calculated correctly. According to the rules of this promotion:

2.5. Τα μέγιστα κέρδη από το ταμείο μπόνους περιορίζονται στο 2 φορές το ποσό του μπόνους που λαμβάνεται.

(2.5 Maximum winnings from the bonus fund are limited to 2 times the amount of the bonus received.)

Since the bonus received by the player is equal to their initial deposit of 100 EUR, the bonus payout cannot exceed 2 times this amount, i.e. 200 EUR.

The rules of the promotion are provided to players in the interface as a clickable link.

Best regards,

Alexander

Leon Compliance Officer

Dear Alexander / Leon Casino Team,

Thank you for the clarification.

Dear xristos25031984,

As you can see above, the rule "2.5. Maximum winnings from the bonus fund are limited to 2 times the bonus amount received." is indeed listed in the bonus terms and conditions.

While I understand your perspective that this may not be the most favorable offer, it ultimately remains the player's choice whether to accept such an offer. If they choose to do so, the rules governing the bonus will be applicable.

I trust this explanation has provided clarity regarding the situation and that you now have confirmation of the correct amount you received.

Do you need assistance with anything else, or can I proceed to close this complaint?

Why when I persistently asked them to send me the terms and conditions they told me that there were none because it was a special bonus and they finally found it??? And how do I know that I played this bonus???

Γιατί όταν το ζητούσα επίμονα να μου στείλουν τους όρους και τις προϋποθέσεις μου λέγανε ότι δεν υπάρχουν γιατί ήταν ειδικό μπόνους και τελικά το βρήκανε???Και που ξέρω ότι έπαιξα αυτό το μπόνους???

Dear xristos25031984,

While I can understand your point and I would also prefer that this information would be shared with you straight away which would clarify the situation a long time ago, however, it is not uncommon for live chat agents to lack direct access to historical promotions, particularly those that were special or limited-time offers, with the relevant rules provided through a clickable link as previously mentioned. When Alexander, a Compliance Officer at Leon Casino, was able to locate the bonus and its associated rules in their system, he shared the screenshot above for your reference. Are you trying to say that you have not played with this bonus? How can you prove that these are not the rules of the bonus you have claimed and you acquired the winnings?

While I recognize that you may have anticipated a different outcome for your complaint, I am beginning to sense that this discussion is veering into speculative territory, which I prefer to avoid. As stated above, you have received the correct amount you could have received from that bonus. I can only recommend you carefully review and understand the bonus rules before claiming them in the future to prevent any similar disappointments. As you may have now realised, not every bonus is always as appealing as it seems at first sign.

With that said, I believe we have addressed the situation adequately.

May I go ahead and close this complaint, or is there anything else you need assistance with?

Dear xristos25031984,

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.

Dear xristos25031984,

I have not received any response from you regarding my latest questions. I will consider this case to be sufficiently addressed. As stated above, you have received the correct amount you could have received from that bonus. I can only recommend you carefully review and understand the bonus rules before claiming them in the future to prevent any similar disappointments.

I would like to thank the casino team for their cooperation.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru