Leon Casino - La cuenta del jugador ha sido reabierta incorrectamente.

I asked for an indefinite self-exclusion from this casino due to gambling addiction.

out of the blue, the account is reopened and they let me deposit and spend €2,950 in less than an hour.

I contacted support and a Jorge replied that there are simply no agents available to contact.

this casino is in breach of responsible gambling rules and i want my money back.

Pedi a autoexclusao por tempo indeterminado neste casino por vício no jogo.

do nada, a conta aparece reaberta e deixam-me depositar e gastar 2950€ em menos de uma hora.

contactei o suporte e um Jorge responde que não há simplesmente agentes disponíveis para contacto.

este casino infringe as regras de jogo responsável e pretendo reaver o meu dinheiro.

Hello Dezanove19,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Leon Casino. Please allow me to ask you a few more question before we would move forward.

• Can you please forward your initial self-exclusion request to [email protected]?
• Was the self-exclusion confirmed by the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

I've already emailed you.

I've clearly asked for the account to be closed due to addiction to the game.

Olá,

já enviei por e-mail.

pedi claramente o encerramento da conta por vício no jogo.

Hello,

I'm self-excluded and struggling with gambling addiction in treatment.

this casino keeps sending me messages offering free spins.

12 hours ago it sent me a message trying to get me to play.

this is a crime of extortion.

i want my money back, this is further proof of the bad faith of this casino.

thank you.

Olá,

estou autoexcluido e a lutar contra o vício do jogo em tratamento.

este casino continua a enviar-me mensagens a oferecer rodadas grátis.

ha 12 horas enviou-me mensagem a tentar que eu jogue.

isto é crime de extorsão.

eu quero o meu dinheiro de volta, isto é mais uma prova da má fé deste casino.

obrigado.

Hello Dezanove19,

Thank you for the screenshots provided. Is there any way to prove the date of those screenshots - time stamp on screenshot or a chat transcript by e-mail?

Awaiting your response.

Regards,

Nick

Hi Nick,

I'm sending you a screenshot of the settings, which indicates when they were made.

I ask you to be quick, this casino wants to extort money from me and I remind you that I spent 2950€ after explicitly requesting self-exclusion.

i really need my money to continue my gambling addiction treatment, but with these messages and without them giving me back what's mine, it's impossible.

In the meantime, I've realized that personal data is exchanged between Twin and Leon Bet, which is illegal, but which they use to control the will of addicted players.

Olá Nick,

envio captura de tela com as definições da mesma, onde indica quando foram feitas.

peço-vos que sejam rápidos, este casino quer extorquir-me dinheiro e eu relembro gastei 2950€ após ter pedido explicitamente a autoexclusao.

preciso muito do meu dinheiro para continuar o meu tratamento do vício no jogo, mas com estas mensagens e sem me devolverem o que é meu, é impossível.

entretanto percebi que há troca de dados pessoais entre a Twin e a Leon Bet, o que é ilegal, mas que utilizam para controlar a vontade dos jogadores viciados.

Attention Casino Guru, in the meantime I've realized that Leon and Twin are transmitting customer data to each other, which is a crime.

I send you a printout to prove it.

they know who the addicts are and send messages to each other to instigate players who request self-exclusion to play on the other site.

Atenção Casino Guru, entretanto é por me instigarem a jogar percebi que a Leon e a Twin transmitem entre si dados de clientes, o que é crime.

Envio print que o comprova.

sabem quem são os viciados e enviam mensagens entre eles para instigar os jogadores que pedem a autoexclusao a jogar no outro site.

Hello Dezanove19,

Please send the time stamps of the live chat screenshots where you have mentioned gambling addiction - the ones you have forwarded are not relevant to the case.

Regards,

Nick

I don't understand. You asked me for the dated printscreen of what I'd already sent and now you're saying it's no good?

I'll send you the printscreens with more things.

Não entendo. Pediste-me o printscreen com data do que já tinha enviado e agora dizes que não serve??

Envio os printscreens com mais coisas.

This is a typical example of bellyaching in order to prove the Casino right.

It's inhumane, when I asked for speed!

they start making unnecessary requests when they've already realized that the casino isn't right.

They let the counter run out to ask for more and then go back to the beginning.

in short...

Isto é o exemplo típico de empurrar com a barriga de forma a dar razão ao Casino.

é desumano, quando pedi celeridade!

põem-se com pedidos desnecessários quando já perceberam que o casino não tem razão.

deixam o contador chegar ao fim para pedir mais coisas e voltar ao início.

enfim…

Casino Guru receives commissions from the casinos, I have no doubt.

O Casino guru recebe comissões dos casinos, já não tenho dúvidas.

Dear Dezanove19,

Thank you for your message.

Please note that we do not prioritize cases based on how quickly a player wishes to resolve them. Each party is given a fair opportunity to respond within the timeframe indicated by the timer at the top of the complaint page.

It is not possible to further investigate any case without evidence, so we ask.

Based on the screenshots you have submitted, the first recorded mention of a gambling addiction appears to be dated April 16, 2025. Could you please confirm whether your account has been closed since that date, or if it has been reopened at any point thereafter?

We appreciate your cooperation and look forward to your response.

Best regards,

Nick

You've got it wrong!

look at the date of the screenshot and what it says in the message! 29 weeks ago!

just do the math.

i'd like someone else to deal with my complaint, because i've realized that you don't understand anything about the subject.

Estás a ver mal!

vê a data da captura da tela e o que diz na mensagem! Há 29 semanas atrás!

é só fazer as contas.

eu gostava de ter outra pessoa a tratar da minha reclamação, pois já percebi que tu nada entendes do assunto.

I have been complaining for more than two weeks and this Nick only replies when the deadline is approaching, to ask for repeated and innocuous things.

he is not fulfilling any of his duties!!!

he's not a professional, nor does he take any pride in his work!

I've asked for self-exclusion more than once, permanently. I've sent all the prints that prove it.

this Nick is still not answering and asking for the same prints!

please change the person who answers, I've seen the complaints and everyone complains about this guy.

he shouldn't be on this site answering people!

Há mais de duas semanas que apresentei esta reclamação e este Nick só dá resposta quando o prazo está mesmo a terminar, para pedir coisas repetidas e inócuas.

nao está a cumprir quaisquer deveres!!!

não é profissional nem tão pouco tem brio no trabalho que faz!

eu pedi a autoexclusao mais do que uma vez, definitiva. Já enviei os prints todos que o comprovam.

este Nick continua sem responder e a pedir os mesmos prints!

por favor mudem a pessoa que da resposta, estive a ver as reclamações e toda a gente se queixa deste senhor.

nao deve estar neste site a responder as pessoas!

Dear Dezanove19,

Allow me to clarify once again—there is a timer displayed at the top of the complaint page, which indicates the amount of time each party has to respond. This applies equally to all parties, regardless of how urgently one may wish to receive a reply.

As you have repeatedly failed to provide the requested evidence, we will now proceed with closing the complaint.

Additionally, please be advised that any further use of harmful or abusive language toward Casino.Guru staff will result in a permanent ban of your account.

Best regards,

Nick