Leon Casino - La cuenta del jugador ha sido cerrada injustificadamente.

Hello,

The casino has unjustifiably closed my account, simply because I didn't respond quickly enough.

I've already verified myself via camera and sent documents, but continually more is requested from me.

Hallo,

Das Casino hat unberechtigterweise mein Konto einfach geschlossen, nur weil ich mich schnell genug gemeldet habe.

Ich habe bereits mich per Kamera verifiziert und Dokumente geschickt, aber es wird immer wieder was Neues verlangt.

Dear bueskay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Hello,

super unfair.

The casino has now simply closed my account because I didn't have time for the appointment.

I go to work!

I did not get the verification 100% recognized, EVEN THOUGH I did all the documents and Video.Ident.

+ the required selfie with the date and the login screen with my credit.

This all feels very much like harassment

Hallo,

super unfair.

Das Casino hat jetzt einfach mein Konto geschlossen, weil ich zu dem Termin keine Zeit hatte.

Ich gehe arbeiten!

Ich habe die Verifierung nicht zu 100% anerkannt bekommen, OBWOHL ich alle Dokumente und Video.Ident gemacht habe.

+ das geforderte Selfie mit Datum und dem Login-Bildschirm mit meinem Guthaben abgebildet.

Das fühlt sich alles sehr wie Schikane an

Thank you very much, bueskay, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, bueskay,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Leon Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been closed, and what happened with the disputed winnings? What steps should the player take to unblock the account and/or withdraw her winnings or deposit(s)?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary supporting evidence to my email address (branislav.b@casino.guru) if needed.

Thank you in advance for providing the information.

Dear Casino Guru team,

On March 26, 2024, we sent an invitation and details for a video verification session to the customer. The invitation also included the following warning:

"In case of any violation of the 7 days period established for video verification, your account will be permanently blocked without the possibility of further use.

This stage of verification is carried out in accordance with section 6 of the Terms and Conditions of the company. Please read clauses 6.1, 6.2 and 6.5 of the Terms and Conditions before going through video verification."

The client did not contact us within the following 7 days to reschedule the session. In this case, the verification is considered failed, as specified in the letter.

Please let me know if you have any further questions.

Thank you for your assistance in resolving this case.

Best regards,

Alexander

Leon Compliance Officer

Dear Leon Casino team,

Thank you for the explanation. Yes, a few more questions arose.

Did the casino send only 1 email regarding a verification video call? Were there any other attempts to contact the player about it? What was in the subject of the email? We can ask the player to find the email and provide a reason why he has not answered it.

Are there any other obstacles to letting the user complete his KYC/verification? Were any other rules breached?

Did the player provide all the documents that the casino requested from him?

From our point of view, we are able to accept such a solution for situations when players do not complete their KYC within approximately 1 month, and we accept when online casinos have rules with such a period stated in their Terms and Conditions. However, even if players are not able to complete it within 1 month for some reason, but would like to fully cooperate to pass it, we usually do not see any problem with that even after 1 month period expired. If players are able and willing to verify themselves, we do not consider an exceeded 7-day period for verification video call (which falls under the KYC process) a justified reason to block/close their accounts and/or confiscate their winnings.

If the user delivered all the requested documents for verification and the casino sent him only one email asking for the verification video call (which could have been simply lost/overlooked since we know that emails may fall into SPAM or junk folders, or there was any other reason), would the casino be able and willing to provide him with a chance to complete the KYC?

Now, we are in direct contact with the player through this thread, so it should be easy to instruct the player or agree on a call directly here.

Looking forward to hearing from you.

Dear Casino Guru,

Here are the answers to your questions:

Did the casino send only 1 email regarding a verification video call? Were there any other attempts to contact the player about it? 

---

We sent one email invitation for the video verification session on March 26, 2024. The email clearly outlined the schedule and instructions for the session. As stated in the email, the deadline for rescheduling was 7 days later. We did not send any additional email reminders or invitations.

However, the client also received an alert in our service with this invitation on the same day. She could see it as soon as she logged in to our website or application.

What was in the subject of the email? We can ask the player to find the email and provide a reason why she has not answered it.

---

The subject of the email was "Video verification". It was in the same thread as support's previous conversation about the account verification.

Yes, we would like you to ask the player why she didn't answer us since she doesn't claim that she hasn't received our email but that she didn't have time to visit it:

"The casino has now simply closed my account because I didn't have time for the appointment.

I go to work!"

She could reschedule the appointment, as was clearly stated in the email, but decided to write a complaint instead.

Are there any other obstacles to letting the user complete his KYC/verification? Were any other rules breached?

---

There were no other rules breached. However, to clarify, the customer's failure to participate in the video verification session, despite receiving the invitation and the 7-day deadline, was a breach of our verification procedure. As stated in our Terms and Conditions, non-compliance with the verification process may result in account closure and/or the forfeiture of winnings.

Did the player provide all the documents that the casino requested from him?

Yes, the player had previously submitted required documents for verification. However, due to high level of violations connected with the transfer of the account to third parties, our primary concern is the successful completion of the video verification session.

If the user delivered all the requested documents for verification and the casino sent him only one email asking for the verification video call (which could have been simply lost/overlooked since we know that emails may fall into SPAM or junk folders, or there was any other reason), would the casino be able and willing to provide him with a chance to complete the KYC?

---

It is clear from the argumentation of the customer that she received our email but decided not to visit the session rather then overlooked our email.

From our point of view, we are able to accept such a solution for situations when players do not complete their KYC within approximately 1 month, and we accept when online casinos have rules with such a period stated in their Terms and Conditions. However, even if players are not able to complete it within 1 month for some reason, but would like to fully cooperate to pass it, we usually do not see any problem with that even after 1 month period expired.

---

The customer could cooperate with us by sending a reschedule request in response to our latest email. However, the customer failed to reach out to us.

Please review and tell us your consideration on this matter. Let us know if you require any further information.

Thank you for your attention to this matter.

Best regards,

Alexander

Leon Compliance Officer

Dear bueskay,

Since it is clear you received the casino's last email regarding your verification video call but decided to not answer it - can you please explain what was the reason for not answering the casino's email and rather submitting a complaint on casino.guru? I am afraid that not having time for 7 days to answer 1 email is not a relevant or justified reason...

Hello,

No, my account was closed before I could respond to the email.

That is why I turned to you.

And after I have done my documents + the verifications via camera, I still see it as harassment not to pay out my money.

Since a new request came after EVERY successful verification, I no longer saw much point in communicating only with the casino and therefore involved you.

Funnily enough, my deposit was paid out without any problems, but if I win, it is delayed...

Hallo,

nein, mein Konto wurde geschlossen, bevor ich auf die Email reagieren konnte.

Daher habe ich mich an Sie gewandt.

Und nachdem ich meine Dokumente + die Verifizierungen per Kamera gemacht habe, seehe ich das nach wie vor als Schikane an, mir mein Geld nicht auszuzahlen.

Da nach JEDER erst erfolgreich gemeldeten Verifizierung eine neue Aufforderung kam, habe ich nicht mehr viel Sinn darin gesehen, nur mit dem Casino zu kommunizieren und Sie daher mit eingeschaltet.

Witzigerweise hat man mir anstandslos meine Einzahlung ausgezahlt, aber im Gewinnfall wird verzögert...

Thank you, Alexander, for all the details and clarification.

Dear bueskay,

Can you please share your last communication with the casino, especially the last emails from casino support?

You can post screenshots here (hidden from the public) or forward them to my email (branislav.b@casino.guru).