Leon Casino - La cuenta del jugador ha sido cerrada después de la solicitud de retiro.

Subject: Account closed immediately after requesting a withdrawal of 3600 and submitting documents

I am writing to file a formal complaint against Leon.bet regarding the unfair closure of my account and the seizure of my funds totaling 3,600.

My account was already verified, but after I won the mentioned amount and attempted to withdraw, the casino requested additional documents for further verification. I cooperated immediately and provided all the requested paperwork. However, as soon as I submitted the documents, the casino closed my account without any clear explanation or prior warning.

I have not violated any terms and conditions. I am requesting a full investigation into this matter and the release of my legitimate winnings.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your most recent winnings? Were they slots, live casino games, or did you place bets on sports only?
• Which payment methods did you use to deposit money into this casino?
• Which documents did you submit to the casino shortly before your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello veronika

Thank you for your assistance. Here are the answers to your questions:

Types of games: I only played Sports Betting to accumulate my winnings.

Payment methods: I used my Bybit account and sometimes my brother's Binance account, as we play and manage our funds together.

Documents submitted:

Passport

Here are pictures of me holding my passport and a document with the date they requested, along with a proof of residence (screenshot from my Bybit account).shortly before my account was blocked.

I have already verified my account previously, and I am seeking your help to retrieve my winnings of €3,600.

Best regards

The casino never raised any concerns or requested verification regarding the payment method while I was depositing and losing money. They only blocked my account and raised these issues after I requested a withdrawal of my winnings."

I would like to point out that the casino accepted all my deposits from these accounts without any issues or warnings while I was losing. They never informed me that using my brother's account was a problem until I requested a withdrawal of €3,600. It is unfair to raise this issue only when I won and asked for my money.

Could you please specify the issue with your brother's account?

Have you used your brother's payment method to deposit money into your casino account?

Yes, I play with my brother and I paid from his account

But they didn't alert me when I was losing big, only when I won

Hello yzhr7yw7sw,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I have checked the Terms and Conditions, and this is what I found:

4.8 When using a payment method, you must ensure that it is registered in your name. We shall assume no liability to any third party whose means of payment you may have used.

Furthermore, please check our Fair Gambling Codex for Players:

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card, and this possibility is communicated beforehand. Technically, it is very difficult to check who the owner of the payment method is at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use the allowed payment methods only.

Since you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika