Leon Casino - El retiro del jugador ha sido bloqueado.

Hello,

I previously had a permanent self-exclusion at Leon Casino. Despite this, I was able to create a new account with my real personal details, verify myself with a driver's license, make deposits and play.

When I then requested a withdrawal of 420 euros after many deposits and unsuccessful verification, the withdrawal was stopped with the message "Withdrawal failed validation". Shortly afterwards, a transaction called "Debit correction" of 405.12 euros was carried out, while approximately 15 euros were left in the account.

I have several questions that I haven't received answers to:

What happened to the 405.12 euros that were withdrawn through "Debit correction"?

Where is this money now?

Why was about 15 euros left in the account?

If the account should not have been active due to the previous self-exclusion, then why was I allowed to register, verify my identity, make deposits, and play?

Why was the problem only discovered when I requested a withdrawal?

I have tried to get an answer via chat, but all I get is the message that the account will be closed. My questions about the money and transactions are not answered.

Kind regards, Linnéa

Hej,

Jag hade tidigare en permanent självavstängning hos Leon Casino. Trots detta kunde jag skapa ett nytt konto med mina riktiga personuppgifter, verifiera mig med körkort, göra insättningar och spela.

När jag sedan efter många insättningar ochvlyckad verifiering begärde ett uttag på 420 euro stoppades uttaget med meddelandet "Withdrawal failed validation". Kort därefter genomfördes en transaktion kallad "Debit correction" på 405,12 euro, medan cirka 15 euro lämnades kvar på kontot.

Jag har flera frågor som jag inte fått svar på:

Vad hände med de 405,12 euro som drogs genom "Debit correction"?

Var finns dessa pengar nu?

Varför lämnades cirka 15 euro kvar på kontot?

Om kontot inte borde ha varit aktivt på grund av den tidigare självavstängningen, varför tilläts jag då att registrera mig, verifiera min identitet, göra insättningar och spela?

Varför upptäcktes problemet först när jag begärde uttag?

Jag har försökt få svar via chatten, men där får jag endast beskedet att kontot ska stängas. Mina frågor om pengarna och transaktionerna besvaras inte.

Vänliga hälsningar Linnéa

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Hello,

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 the details regarding the reason for self-exclusion in the casino under the same license?
• When was the self-exclusion activated?
• Could you please specify the amount of your net deposits in the casino since your account was blocked in the sister casino?
• If there is any further communication related to the previous events, share it with me via email at tomas@casino.guru or post screenshots here.

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,

Tomas

I self-excluded myself on both Twin and Leon. Due to gambling addiction. I relapsed and wanted to play. I made a new account on Leon. No hidden personal information, nothing fake. I could deposit money like before before the suspension. I thought they would have automatically refused me to make a new account because they should have kept my information. Year of birth, etc. So I thought, okay, I can make a new one. I played for a while and lost a lot and felt that it was wrong of me to end up in this addiction again. I was anxious. Then I won. And that winning could have helped me get back and then close the account when it was paid out. So when I finally won and was going to withdraw 420 euros, account verification was required first. Then I clearly showed that I was me with my driver's license, etc. Verification went through and I received an email about it. So I withdrew. It only showed as pending after processing, I think. I'll check it out.. But then I got an email saying they discovered I was banned before and could withdraw the 15 euros that were left. They had taken my winnings from me. I don't know why they kept the 15 euros. I asked how they could let someone deposit so many times without stopping but then withdraw what they had won. Then I should get all my deposits back if it's to be fair. They can't let me gamble away but when I win they take everything. No one wanted to answer my email. In customer service they just replied that due to confidentiality they couldn't give any more information from the security team. I asked several times why and what their rules said and why they had saved the 15 euros etc. They refused to answer. They showed a rule but it wasn't right. It was about fraud. About false personal information etc. I haven't shown myself to be anyone other than me at their casino for a second. I can send everything I have to the email you gave me. I'll check when the self-exclusion was. I'll check net deposits. If I can access it, they closed my account. But I can check with my bank. Will get back to you by email.

Jag gjorde självavstängning både på Twin och Leon. Pga spelmissbruk. Jag fick ett återfall och ville spela. Gjorde ett nytt konto på Leon. Inga dolda personuppgifter, inget fejk. Jag kunde sätta in pengar som förr innan avstängning. Jag trodde de skulle ha automatiskt nekat mig göra nytt konto eftersom de borde ha kvar mina uppgifter. Födelseår osv. Så jag tänkte att ok, det går göra ett nytt. Jag spelade ett tag och förlorade mycket och kände att det är fel av mig att hamna i detta missbruk igen. Hade ångest. Sen vann jag. Och den vinsten hade kunnat hjälpa mig få tillbaka och sedan avsluta kontot när det är utbetalt. Så när jag till slut vann och skulle ta ut 420 eur krävdes ju kontoverifiering först. Då visade jag tydligt att jag var jag med mitt körkort mm. Verifiering gick igenom och jag fick mail om det. Så jag tog ut. Det stod som pendig först sedan bearbetat tror jag. Ska kolla på det.. Men sen fick jag ett mail där de skrev de upptäckt jag innan stängts av och kunde ta ut 15 eur som fanns kvar. De hade tagit av mig min vinst. Varför de sparat 15 eur vet jag inte. Jag frågade hur de kunde låta någon sätta in så många gånger utan att stoppa men sedan ta ut det man vunnit. Då borde jag få tillbaka alla mina insättningar om det ska vara rättvist. De kan ju inte låta mig spela bort men när jag vinner tar de allt. Ingen ville svara mig på mailen. I kundtjänst svarade de bara att pga sekretess kunde de inte ge nån mer info från säkerhetsteamet. Jag frågade flera gånger om varför och vad deras regler sa och varför de sparat 15 eur osv. De vägrade svara. De visade på en regel men den stämde inte. Den handlade om bedrägerier. Om falska personuppgifter osv. Jag har inte en sekund visat mig vara nån annan än jag på deras casino. Jag kan skicka allt jag har på mail ni gav mig. Självavstängningen ska jag kolla när den var. Jag ska kolla nettoinsättningar. Om det går komma åt då de stängde mitt konto. Men jag kan kolla i min bank. Återkommer på mail

I can't find the self-exclusion so I don't know. I can't log in to Leon anymore either because they banned me. I asked them to have all our chats sent to me but they ignored it. I can only find Twin's email about self-exclusion.

Jag hittar inte självavstängningen så vet ej. Jag kan ej logga in längre heller på Leon då de avstängt mig. Jag bad dem om att få alla våra chattar skickat till mig men de struntade i det. Hittar bara twins mail om sjänvavstängning.

Thanks for the detailed explanation.

Please understand that opening multiple accounts is prohibited in most online casinos. We can only ask the casino to refund the money you deposited on your new account if there is evidence that the casino should have protected you from gambling, such as your initial self-exclusion due to gambling issues.

Please let me know if there is any other evidence the casino should have protected you from creating a duplicate account, and share it with me at tomas@casino.guru

Looking forward to your reply

Dear linnis22,

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.

Hi. I have emailed🙂

Hej. Jag har mailat🙂

Hard to get proof when I can't get into the casino and see the history anymore. I have asked to get our chats and events but they are not responding.

Svårt att få bevis när jag ej kan komma in på casinot och se historiken mer. Jag har bett om att få våra chattar och händelser men de svarar inte.

Dear linnis22,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello linnis22, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Leon Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the possibility of opening a new account after permanent self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I would like them to participate and explain what they did.

Jag vill gärna att de deltar och förklarar vad de gjort.

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.

Dear linnis22,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej