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What happened to the 405.12 euros that were withdrawn through "Debit correction"?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

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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