Leon Casino - La retirada del jugador se ha retrasado.

Good night,

I signed up to LeonBet around the 30th of April and my account had been verified after sending several documents.

I made several withdrawals however I made a gain of 15000€ and then I asked for a withdrawal on 6/05/22 with the amount of 15000€ and I received an email telling me to send additional documents.

I sent my documents and they told me I would have an answer in a few hours. The only response I have now from them is that the process can take between 3-30 business days while my account has already been verified and I can't make any withdrawals.

I enjoyed withdrawing my earnings, and I always get the same response from them. Is the situation worrying me knowing that I have to wait 30 days?

They also erased my entire transaction, withdrawal and bet history, I have absolutely no visibility!

I have seen that Casino Guru has already helped many people with the same situation and I would like to get your help.

Boa noite,

Eu inscrevi-me no LeonBet por volta do dia 30 de Abril e a minha conta tinha sido verificada depois de ter mandado vários documentos.

Eu fiz vários levantamentos entretanto fiz um ganho de 15000€ e então pedi um levantamento dia 6/05/22 com o valor de 15000€ e recebi um e-mail a dizer para eu mandar documentos adicionais.

Eu mandei os meus documentos e disseram-me que ia ter uma resposta daqui algumas horas. A única resposta que eu tenho agora da parte deles é a dizer que o processo pode demorar entre 3-30 dias uteis enquanto a minha conta já foi verificada e não consigo fazer nenhum levantamento.

Eu gostava de levantar os meus ganhos, e tenho sempre a mesma resposta da parte deles. A situação está-me a preocupar sabendo que tenho de esperar 30 dias ?

Apagaram-me igualmente todo o meu histórico de transacções, levantamentos e apostas, não tenho visibilidade em absolutamente nada!

Eu vi que o Casino Guru já ajudou varias pessoas com a mesma situação e gostaria de obter a vossa ajuda.

Dear tiagomendes,

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.

Could you please advise which documents have you already provided and when exactly? Would you be so kind as to confirm that you provided all the required documents in the correct format?

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,

Kristina

Hi Kristina, thanks for your quick response!

I sent my identification letter, credit card photos, proof of address, photo holding a paper with ''LEON and the date''.

I still sent more documents to speed up the process if I can help them like proof of my income and also proof of my bank and home accounts.

The entire process was done on 05/06/22, and the first verification was approved immediately on 04/30/22, a few minutes after I registered. And now they tell me it can take up to 30 days?

I saw many forums, many reviews and 95% of players have the same problem as me and it takes months to be treated. I am in a state of panic because they also deleted all my transactions and bets history.

Please help me because I'm desperate, I'm afraid I won't see my winnings because I've never made a big win this way.

Thank you CASINO GURU.

Olá Kristina, obrigado pela sua resposta rápida !

Eu mandei a minha carta de identidade, fotos do cartão de crédito, justificativo de domicílio, foto segurando um papel com ''LEON e a data''.

Ainda mandei mais documentos para acelerar o processo se os puder ajudar como os comprovativos dos meus rendimentos e igualmente comprovativos das minhas contas bancarias e de domicilio.

O processo foi todo feito dia 06/05/22, e a primeira verificação foi aprovada imediatamente no dia 30/04/22 alguns minutos depois de me ter enregistrado. E agora dizem-me que pode demorar até 30 dias?

Vi muitos fóruns, muitas reviews e 95% dos jogadores tem o mesmo problema que eu e demora meses a ser tratados. Estou em estado de pânico porque igualmente apagaram todo o histórico das minhas transacções e apostas.

Por favor, ajudem-me pois eu estou desesperado, estou com medo de não ver os meus ganhos pois nunca fiz uma big win desta maneira.

Obrigado GURU CASINO.

Good Morning,

I played again yesterday and this time my withdrawal request increased to €16,000.00 and in the meantime I still haven't heard anything about my verification.

I contacted the chat that tells me that it does not have information about the status of my verification and by email as well but I have not received any response.

Also, I was blocked from the minimum amount of bets in SLOTS and BLACKJACK, I asked the chat what was the minimum amount I had to bet and also, no one has answers. They just mentioned to me in the terms and conditions where it is written that the casino has the right to do this, but that it is not final (it may simply be while I am being verified).

These are the news I have for now,

Thanks for your help.

Bom dia,

Eu ontem joguei novamente e desta vez o meu pedido de levantamento aumentou para 16'000.00€ e entretanto ainda não tive nenhuma novidade sobre a minha verificação.

Contactei o chat que me indica que não tem informações sobre o estado da minha verificação e por e-mail igualmente mas não tive nenhuma resposta.

Igualmente, bloquearam-me os valores mínimos de apostas nas SLOTS e no BLACKJACK, perguntei ao chat qual era o valor mínimo que eu tinha de apostar e igualmente, ninguém tem respostas. Apenas me referiram nos termos e condições onde está escrito que o casino tem o direito de fazer isso, mas que não é definitivo (pode ser simplesmente enquanto estou a ser verificado).

Estas são as novidades que tenho por enquanto,

Obrigado pela sua ajuda.

Good night,

I come to give you news about my situation.

Today, my withdrawal that was pending because of verification was voided and I currently have the withdrawal option blocked while before I only had the withdrawal pending authorization.

I received an email this time confirming that my account is being verified, in which case I am still waiting.

However, I played quite a bit, my bets at SLOTS or LIVE Casino (Black Jack, Crazy Time) were limited to a total of €100.00 per bet.

My balance was €15,000 now it is €22,000. I have locked my daily bets to a value of €1.00 until my account is verified.

So I'm waiting for a feedback by the end of the week to tell you something.

Thank you for your support GURU Casino.

Boa noite,

Venho dar novidades sobre a minha situação.

Hoje, o meu levantamento que estava pendente por causa da verificação foi anulado e actualmente tenho a opção de levantamento bloqueado enquanto antes só tinha o levantamento pendente de autorização.

Recebi um e-mail desta vez me confirmando que a minha conta está sendo verificada, nesse caso estou ainda no aguardo.

No entanto, eu joguei um bocado, as minhas apostas nas SLOTS ou LIVE Casino (Black Jack, Crazy Time), foram limitadas até um total de 100.00€ por aposta.

O meu saldo estava a 15'000 € actualmente está a 22'000 €. Bloquei as minhas apostas diárias para um valor de 1.00€ até a minha conta estar verificada.

Estou esperando então um feedback até o final da semana para vos dizer alguma coisa.

Obrigado pelo vosso apoio GURU Casino.

Thank you very much for the updates, tiagomendes. So let's wait for a few more days and if there is no development, we will intervene.

Good morning Kristina,

Thank you very much for your reactivity, I will wait until the 13/05/22 to give you some news about the situation.

Many thanks for your support!

Bom dia Kristina,

Muito obrigado pela sua reactividade, eu vou esperar até dia 13/05/22 para vos dar algumas novidades sobre a situação.

Muito obrigado pelo seu apoio!

Good morning Kristina,

I hope everything is fine with you!

I spoke to the chat yesterday and they tried to contact the security department who didn't give me any status about my verification, they just said again that the deadline is up to 30 days.

Even if the chat agent was very kind to me, I'm disappointed that I have absolutely nothing new about my verification.

Can you help me please ?

Bom dia Kristina,

Espero que esteja tudo bem consigo!

Eu ontem falei com o chat e tentaram contactar o departamento de segurança que não me deram nenhum estado sobre a minha verificação, só disseram outra vez que o prazo é até 30 dias.

Até se o agente no chat foi muito amável comigo, eu estou desiludido por não ter absolutamente nenhuma novidade sobre a minha verificação.

Pode-me ajudar por favor ?

Also, you can see here that my account was already verified on 30.04.22.

Thanks for your help Kristina!

Igualmente, pode ver aqui que a minha conta jà tinha sido verificada no dia 30.04.22.

Obrigado pela sua ajuda Kristina !

Thank you very much tiagomendes for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Hello tiagomendes,

I will assist you with the complaint from now on. As Radka and Kristina told you before, additional security checks for higher amounts are often necessary and no casino takes them lightly.

I would like to ask the representatives of Leon Casino to join the discussion and comment on the situation with tiagomendes' account.

Leon Casino, when can tiagomendes expect the security check to be completed and withdrawal processed?

Hi Tomas and Casino Guru team,

The client's activity required a check before his withdrawal could be processed as well as an additional KYC procedure was deemed necessary by our security department.

The limitations in games mentioned by the client were set in accordance with our Rules.

Unfortunately, the player lost all of his winnings while he was waiting for the verification to be over. The activity has been checked and the account is now verified.

We are sorry to see that the player decided to leave our service and close his account.

Hello all,

Thanks to Leon Casino for the reply,

Tiago,

Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. In case you play down your winnings, sadly there is no option for us to help you further.

Please let me know if the information from the casino representative is accurate. 

Hi,

Everything was absolutely clear and thank you very much for your help, you can withdraw the complaint if possible.

Thanks for everything !

Olá,

Tudo foi absolutamente claro e muito obrigado pela vossa ajuda, podem retirar a reclamaçao se for possivel.

Obrigado por tudo !

Tiago,

Although you managed to complete the verification successfully, in the end, we weren't able to help you withdraw your winnings. As the balance was played down, we cannot continue to help resolve this case and will have to reject the complaint.

Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.