CasinoLeo - El retiro del jugador se retrasa y no se puede contactar al casino.

I applied for a withdrawal on July 19, 2025. Despite repeated inquiries, I was told that the withdrawal was not possible due to problems with the partner. On September 1, 2025, the website was removed and the email address I used to contact them became unreachable.

2025/7/19に出金申請。何度も問合せるも提携先のトラブルで出金されないとの回答しかこない。2025/9/1にはサイトがなくなり問合せてたメールアドレスも連絡できない状態になる。

Dear player, 

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

• Do you have any screenshots of your withdrawal request?
• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you for your reply. First of all, I'm not able to take a screenshot of the withdrawal request because the website itself seems to have disappeared. Also, I've had no issues with deposits and withdrawals in the past. This is the first time.

KYC was also completed without any issues. In communication with the other site, I was informed that the withdrawal review on the casino side had gone through without any issues and that the withdrawal was waiting to be processed by the partner withdrawal company.

返信ありがとうございます。まず出金リクエストのスクリーンショットですが、サイト自体失くなってるみたいなので撮影できません。また過去には入出金に関して問題なく行われています。今回が初めてです。

kycに関しても問題なく完了しています。相手サイトとのやりとりで、カジノ側での出金審査は問題なく終わり提携先の出金業者からの出金待ちの状態と伝えられました。

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

We have exchanged emails multiple times, so although there are many, I have forwarded them to you.

複数回に渡りメールでやりとりしたので数が多いですが転送させていただきました。

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana (jana.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.

My name is Jana,

and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact CasinoLeo Casino outside this complaint thread and let you know any new information once I receive it.

thank you.

よろしくお願いします。

Have you been able to contact the casino site? Also, is it possible to resolve cases like this? I know you're busy, but please respond.

カジノサイト側と連絡はとれたのでしょうか？また、今回の様なケースは解決できるのでしょうか？お忙しいとは思いますが回答お願いします。

Dear Yamakin,

I tried to contact the casino, but since it no longer operates, the email was undelivered.

I should have told you beforehand that you didn't receive the email...

So does this mean we have to just accept this issue and it will never be resolved?

メールが届かないのは事前にお伝えしたはずでしたが…

それではこの件は泣き寝入りで、解決しないという事ですか？

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.

The casino in question is closed so I can't expect much, but thank you for your help.

該当カジノ閉鎖されてるのであまり期待できませんがよろしくお願いします。

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the New Brunswick Gaming Authority (https://thetgc.ca/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana