CryptoLeo Casino - プレイヤーのアカウントは無効になっており、資金にアクセスできません。

My account was disabled and I was requested to do Skype video verification. After I completed video verification my account was still disabled and few days later they send me mail to verify my phone. I then send them phone bill with visible name and address which they rejected.Also I offered to send me sms or call me on my phone which they also rejected. My account is still disabled and I'm unable to withdraw my balance

Dear limbo123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you provided any other documents and have they all been approved?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Have you provided any other documents and have they all been approved? Yes I provided casino with all documents they were asking and they were approved and my account was fully verifed. I was also requested for video verifcation which I also completed.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? I was playing blackjack,sport betting and a little bit slots.

Did you accumulate your winnings with or without an active bonus? I accumulate winnings without bonus.

Please invite casino to the conversation. I tried to resolve issue with their live support and via e-mail multiple times .

Thank you very much for your reply, limbo123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I forwarded on your mail communication with casino