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

I created an account at Leon Casino approximately 10 months ago. At the time of registration, I was under the legal age. However, the casino never requested any age or identity verification, allowing deposits, bets, and losses to be made normally for several months.

Afterwards, I reached the legal age and continued using the same account for more than 4 months while already of legal age, still without any verification request. During this period, all bets were accepted as usual.

The 1330 € in dispute were fully won while I was already of legal age.

Only when I attempted to withdraw the balance did the casino perform a late verification, block the account, and remove all winnings, citing section 2.4 of their Terms and Conditions regarding underage players.

However:

The cited clause applies to players who are underage at the time the winnings are obtained;

There is no clause in the Terms and Conditions that allows the removal of winnings obtained after the player reaches legal age;

The casino accepted deposits and bets for months, including after I became of legal age;

Any irregularity should have been identified and communicated during the normal use of the account, not only when there was money to withdraw.

When questioned, Leon Casino repeatedly stated that I had "consciously violated the T&C" but refused to indicate the specific clause that would justify removing winnings earned while of legal age.

The live chat was closed by the operator without addressing this point.

I believe the casino is applying its Terms and Conditions selectively and incorrectly, attempting to withhold legitimate winnings due to a failure of timely verification, which is the casino’s responsibility.

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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.

• Have you registered with accurate personal information, including your correct date of birth?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear vitoria_l,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru