Leon Casino - Se ignora la solicitud de cierre de cuenta del jugador.

Hello, on February 26 and 27, 2024, I asked Leonbet support to close my account due to my ongoing gambling addiction. There was no response from the casino operator. Both email addresses I contacted are valid. I am demanding the entire balance of losses since that date; the casino operators should be aware of their responsibility.

Hallo, ich habe am 26.02. und 27.02.2024 den Support bei Leonbet gebeten, mein Konto wegen der vorhandenen Spielsucht zu schließen. Darauf folgte keine Reaktion seitens des Casinoanbieters. Beide E-Mail-Adressen des Anbieters, die ich kontaktiert hatten existieren. Ich fordere das ganze Verlustsaldo seit dem besagten Datum, die Casinobetreiber sollten sich ihrer Verantwortungsrolle bewusst sein.

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 whether your account has been blocked or if it is still accessible to you?
• Was any temporary self-exclusion applied to your account in between February 2024 and August 2025, to your knowledge?
• When was the last time you were in contact with the casino regarding the issue?
• Could you please share any additional communication between you and the casino regarding the issue? Please share the information with my email at [email protected]
• Could you please advise when the last time the casino allowed you to deposit?
• Have you asked the casino for a refund due to failed player protection? Has the casino responded?

If your account is still accessible to you I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Leon Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello everyone, here is the information:

*26.02.2024+27.02.2024 two messages about account closure to active email addresses of Leonbet

*17.09.2024 Reopening of the account at Leonbet after 6 months of suspension (I'm not 100% sure if I had requested it back then, I'm fair that way)

*16.08.2025 Application for refund and self-exclusion

*Confirmation from Leonbet regarding account suspension for a period of 6 months until 26.02.2026

* Message from me, please close the betting account permanently due to gambling addiction

*no confirmation from Leonbet yet

*last deposit on August 22nd over 170 euros

I don't absolve myself of the guilt of losing so much money at Leonbet. However, the fact is that I sent two emails to Leonbet requesting account closure. A specific exclusion period for gambling addicts is not an alternative; the accounts must be closed permanently. I will forward all emails.

Hallo zusammen, anbei die Informationen:

*26.02.2024+27.02.2024 zwei Nachrichten zur Kontoschliessung an aktive Mailadressen von Leonbet

*17.09.2024 Wiedereröffnung des Kontos bei Leonbet nach 6 Monaten Sperre(bin mir nicht zu 100% sicher ob ich es damals beantragt hatte, so fair bin ich)

*16.08.2025 Antrag auf Rückerstattung und Selbstausschluss

*Bestätigung von Leonbet über Sperrung des Kontos über einen Zeitraum von 6 Monaten bis 26.02.2026

* Nachricht von mir, das Wettkonto bitte dauerhaft wegen Spielsucht zu schließen

*noch keine Bestätigung von Leonbet

*letzte Einzahlung am 22.8. über 170 Euro

Ich spreche mich nicht von Schuld frei, dass ich soviel Geld bei Leonbet verloren habe. Fakt ist aber, dass ich zwei Mails zur Kontoschließung an Leonbet geschickt habe. Ein bestimmter Ausschlusszeitraum für Spielsüchtige ist keine Alternative, die Konten müssen dauerhaft geschlossen werden. Alle Mails leite ich weiter

Hello Casino Guru Team, I've discovered more emails from February and March 2024 that clearly show how often I wanted to permanently close my Leonbet account. I'll forward these to Tomas right away.

Hallo Casino-Guru-Team, ich habe weitere Mails vom Februar und März 2024 entdeckt die deutlich aufzeigen wie oft ich mein Konto bei Leonbet unwiederruflich schließen wollte. Diese leite ich gleich an tomas weiter

Thanks for your reply and information submitted via email.

Could you please explain the status of your account today? Is your account closed? Have you sent a new self-exclusion request to the casino using the template I shared with you?

Have you contacted casino support regarding a refund request due to failed player protection? Have you received any response?

Please let me know about any updates.

Hello Tomas, my self-exclusion and refund request was sent to Leonbet about 10 days ago and has been processed since then (confirmed in several emails). I was still able to log into my betting account today???

Just sent a new self-exclusion email with your template and you in the CC.

Hallo Tomas, meine Selbstausschluss und Rückerstattunganfrage ging vor ca. 10 Tagen an Leonbet raus und wird seitdem(in mehreren Mails bestätigt) bearbeitet. Ich konnte mich heute immer noch in das Wettkonto einloggen???

Eine neue Selbstausschluss-Mail mit deiner Vorlage gerade nochmal mit dir im CC versendet.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Hello everyone,

Leonbet is a very reputable provider on the market. Since my first contact on September 23, I have contacted the casino ten more times.

Absolutely nothing has happened so far; I haven't even received confirmation of my self-exclusion. If this doesn't work, I'll contact Leonbet's regulatory authority.

Hallo zusammen,

Leonbet ist an sich ein sehr renommierter Anbieter auf dem Markt. Seit meiner ersten Kontaktaufnahme am 23.9. habe ich das Casino weitere 10x angeschrieben.

Es passiert bis jetzt absolut nichts, die Bestätigung über den Selbstausschluss ist nicht mal eingegangen. Wenn das hier erfolglos verläuft wende ich mich an Leonbets Regulierungsbehörde.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear sagnol80, I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Leon Casino team,

Could you provide some context for the situation, please?

Hello everyone, do I understand correctly that the process was reopened at the casino's request, and they haven't responded yet? The amount involved is no small sum. I've been trying to find a solution internally with the casino for almost two months now. I haven't even received confirmation of my self-exclusion.

Hallo zusammen, verstehe ich das richtig, dass auf Bitten des Casinos das Verfahren wiederaufgenommen wurde und sich dieses wieder nicht zu Wort meldet? Der Betrag um den es geht ist ja keine „Kleinigkeit". Ich habe jetzt knapp zwei Monate intern mit dem Casino versucht eine Lösung zu finden. Nicht einmal eine Bestätigung über Selbstausschluss ist eingegangen.

Dear Casino Guru team,

According to the information we received, the player's account was self-excluded for 6 months as a standard procedure. At that time, the workflow required players to file a Comprehensive Self-Exclusion request directly with the regulator (KGC) in order to be permanently excluded. The player was informed of this in line with standard protocol.

Best regards,

Leon Compliance Team

It took Leonbet Casino two months to write this statement???

Denying a gambling addict the irrevocable closure of his account is unprecedented. Leonbet never informed me that I would have to personally contact the regulatory authority to request complete deactivation. Had I registered with Leonbet or the regulatory authority? This irresponsibility is hard to describe in words.

Das Leonbet-Casino hat jetzt 2 Monate gebraucht um dieses Statement zu verfassen???

Einem spielsüchtigem Spieler die unwiderrufliche Schließung des Kontos zu verwehren ist beispiellos. Eine Information seitens Leonbet, dass ich mich um vollständige Deaktivierung bei der Aufsichtsbehörde persönlich kümmern muss fand nicht statt. Hatte ich mich bei Leonbet oder der Aufsichtsbehörde registriert gehabt? Diese Verantwortungslosigkeit ist kaum in Worten zu beschreiben.

Dear Leon Casino Team,

Thank you very much for your reply. Could you please clarify whether the player has received any instructions on how to permanently self-exclude their account?

Could you also explain why only 6 months period? After being clearly informed about the player’s gambling addiction, the account should be closed as soon as possible and without any possibility of reopening.

Leonbet is a renowned casino operator on the market, but it seems to have a unique and completely unusual self-exclusion policy. However, I can't absolve myself of blame; I should have sought psychological treatment for my illness many years ago. For this reason, I'm approaching the casino and offering them a refund request for €1,000. I think that sounds fair for everyone involved, and now I'm curious to see the casino's response. Best regards to all.

Leonbet ist ein renommierter Casinoanbieter auf dem Markt, der aber wohl ein einmaliges und völlig branchenunübliches Selbstausschlussverfahren besitzt. Ich bin selbst aber auch nicht von der Schuld freizusprechen, meine Krankheit hätte ich schon vor vielen Jahren psychologisch behandeln lassen müssen. Aus diesem Grund gehe ich auf das Casino zu und biete Ihnen ein Rückerstattungsangesuchüber 1000 Euro an. Ich glaube das hört sich für alle Beteiligten fair an, nun bin ich auf die Reaktion des Casinos gespannt. Viele Grüße an alle

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 sagnol80,

I’m very sorry, but since the casino team has once again failed to respond, we are closing this complaint with a more serious classification due to concerns regarding player protection and overall gambling safety.

If you have any questions or need further assistance, please don’t hesitate to contact me.

Best regards,

Jozef