Leon Casino - La cuenta del jugador ha sido cerrada en el Casino Leon.

Hello Casino Guru, I’m asking for help because I’ve been blocked at Leon Casino. I sent all the documentation they requested, placed normal bets on various casino markets and other markets, but they’ve withheld 3,200.00 reais and blocked my access to the chat as well. They aren’t responding to my emails—their email address is info@leon.bet...enviei. I sent bank statements and a selfie holding my ID, but they haven’t replied.

I’m asking for help with this matter and look forward to a response.

Olá Casino Guru, peço ajuda, pois fui bloqueado na Leon Casino, enviei toda documentação que eles pediram, fiz apostas normais em diferentes mercados de casino e outros mercados, reteram o valor de 3.200,00 reais e bloquearam o acesso ao chat tambem. Eles não me responde por email o email deles é info@leon.bet...enviei extratos bancários, enviei selfie segurando meu documento de identificação e não me retornaram.

Peço ajuda neste caso e fico no aguardo de uma resposta.

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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 advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my 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

Hi Tomás, sorry for the delay in responding—I didn't receive the notification email!

Let’s get to the answers…

Could you tell me how long you’ve been playing at the casino and exactly when your account was blocked?

Answer: I opened my account on July 28, and they blocked it on August 3.

How did you find out that your account had been blocked?

Answer: I found out via email.

Did you reach your current balance with the help of a bonus?

Answer: I didn’t use any bonuses

Could you share with me your correspondence with the casino regarding this matter?

Answer: I’ll send you the emails I exchanged with Leon.

Please send emails or chat transcripts to my email address:  tomas@casino.guru or post screenshots here.

Olá Tomás, desculpe a demora na resposta, não recebi e-mail com a notificação!

vamos lá com as respostas…

Poderia informar por quanto tempo você foi jogador no cassino e quando exatamente sua conta foi bloqueada?

Resposta: Abri minha conta dia 28 de julho e eles bloquearam dia 03 de agosto.

Como você ficou sabendo que sua conta havia sido bloqueada?

Resposta: fiquei sabendo através do e-mail.

Você alcançou seu saldo atual com a ajuda de um bônus?

Resposta: não utilizei nenhum bônus

Você poderia compartilhar comigo sua comunicação com o cassino a respeito desse assunto?

Resposta: vou enviar os e-mails que troquei com a Leon.

Envie e-mails ou transcrições de bate-papo para o meu endereço de e-mail: tomas@casino.guru ou poste capturas de tela aqui.

I sent an email with the screenshots and some of our conversations to your email address, Tomas!

Thank you so much for your response!

Enviei um email com os prints e algumas conversas para o seu e-mail Tomas!

Muito obrigado pelo retorno!

Dear flavinhonunes,

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, Michal (michal.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,

Tomas

Hello flavinhonunes,

I'm Michal, and I have taken over your complaint. I have reviewed the case, and I will contact the casino to obtain further clarification and evidence regarding the circumstances and see how I can assist in resolving the matter.

I would also like to invite Leon Casino to join the discussion.

Dear Leon Casino Team,

Kindly provide any evidence supporting the alleged violation(s) of your Terms and Conditions that the player is accused of committing.

You may provide the relevant information and supporting evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance for your cooperation.

Hello, thank you for your response. I look forward to hearing more. I am absolutely certain that I acted appropriately.

Olá, obrigado pelo retorno e fico no aguardo de novas informações. Tenho plena certeza que agi dentro da normalidade.

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.

It's sad to hear that Casino Leon isn't responding to anyone anymore—and there are other complaints they simply ignore! They're not paying out anyone who wins at their casino anymore!! So, guys, I advise you never to play at Casino Leon Bet!

É triste saber que o casino Leon não está respondendo mais ninguém, já outras reclamações que eles simplesmente não respondem! Não estão pagando mais ninguém que ganha no casino deles!! Então pessoal, aconselho a nunca jogarem no Casino Leon Bet!

Dear flavinhonunes,

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, as per the casinos T&Cs section 11. Complaints and disputes I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Anjouan Gaming Authority itself.

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. I strongly recommend to file your complaint in English language as this is generally the main language used within the industry and any other languages might not be supported. You might find our article How to submit a complaint to a regulator | Casino Guru useful.

Please let me know how the ADR responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru