Leon Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

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Dear Dhmos,

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 situation.

• When did you pass KYC verification?
• Could you please let me know the approximate date you registered your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• You mentioned that you made successful withdrawals in the past. Could you please show a screenshot of your withdrawal history?

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

Best regards,

Jean

they asked me for kyc verification after i won the 4.500 they never asked me for it i was only playing slots sugar rush etc and i won big with a deposit that i made of 20 euros also i can’t send u a screenshot cause they blocked my account after the win

Dear Dhmos,

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, Jana, (jana.k@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,

Jean

Hello Dhmos,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Dhmos,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Leon Casino representative to join this conversation and participate in resolving this complaint.

Dear Leon Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information. Kind regards, Jana

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 Dhmos,

I hope this message finds you well. I regret to inform you that I have made several attempts to reach out to the casino without any success. Unfortunately, it appears that we cannot make significant progress without their cooperation. Consequently, I will need to categorize your complaint as "unresolved" in our system. I understand that this outcome is not satisfactory, and I empathize with your situation. However, I believe that the impact on the casino's rating due to unresolved complaints may encourage them to reassess their approach. Should they choose to respond, we will promptly reopen your complaint, and you will be notified via email.

In the meantime, I recommend contacting the Anjouan Gaming Authority, as indicated on their website, to submit a formal complaint. They possess additional means and resources to assist players in such matters. If you would like assistance with submitting your complaint or would like to share their response, please feel free to reach out to me at jana.k@casino.guru. I sincerely apologize for not being able to offer more assistance at this time.

Best regards,

Jana