CryptoLeo Casino - 賞金の出金が遅延しています。

The withdrawal of 506.40 € requested on 16.04 has not yet arrived in my German account as of today.

According to the casino, the withdrawal has already been rejected.

If the payment does not proceed today, will the casino demand a bank statement from me starting from 16.04?

The account has already been verified on 16.04

Die am 16.04 beantragte Auszahlung über 506,40 € ist Stand heute noch nicht auf mein Deutsches Konto eingetroffen.

Laut Casino ist die Auszahlung aber bereits abgewiesen.

Sollte sie Zahlung heute nicht eingehen Verlangt das Casino einen Kontoauszug ab 16.04 von mir?!

Konto wurde bereits am 16.04 Verifiziert

Dear Baron_von_Brenden,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Updated 24.04:

Yesterday evening, support in the live chat requested bank statements/screenshots from April 16th, which clearly show that I have not received any money.

I have made these available.

According to the support employee, the payment has been "completed/executed" by the casino

As of April 24th 9:45am, there is still no receipt of money.

Update 24.04:

Gestern Abend wurden vom Support im Livechat Kontoauszüge/Screenshots ab 16.04 verlangt wo ersichtlich ist das es bei mir keinen Geldeingang gibt.

Diese habe ich zur Verfügung gestellt.

Laut dem Support Mitarbeiter ist die Zahlung vom Casino "abgeschlossen/ausgeführt"

Stand 24.04 9:45 ist immer noch kein Geldeingang festzustellen.

Dear Baron_von_Brenden,

Have you received your withdrawal from the casino yet?

no I did not get anything

Nein ich habe nichts bekommen

Thank you for your reply, Baron_von_Brenden. Have you made any successful withdrawals before? Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,

This is my first withdrawal and I did not use any bonus funds.

Hallo,

Das ist meine erste Abhebung und ich habe keine Bonusgelder benutzt.

Hello,

Can we invite a representative from Cryptoleo to clarify the matter at short notice? The waiting period of another 5 days stated by the casino expires tomorrow.

Live chat not helpful, the site has a public chat function where many players are currently expressing their dissatisfaction and waiting for their payments.

No money received yet

Greeting

Hallo,

können wir einen Vertreter von Cryptoleo einladen um denn Sachverhalt kurzfristig abzuklären? Die oben vom Casino angegebene Wartezeit von erneuten 5 Tagen läuft morgen ab.

Live-Chat nicht hilfreich, die Seite hat eine öffentliche Chat Funktion wo derzeit viele Spieler Ihren Unmut äussern und auf Ihre Zahlungen warten.

Bisher kein Geldeingang

Gruss

Now, after almost a month, the payout has been credited back to my player account, although according to the service it was already on the way 🤔?

I'm posting a picture of the new payout here.

Please help me, I'm afraid I won't receive the money

Jetzt wurde die Auszahlung nach fast einem Monat wieder zurück auf mein Spielerkonto gebucht, obwohl es laut Service wohl doch schon unterwegs war 🤔?

Ich poste hier ein Bild von der neuen Auszahlung.

Bitte helfen Sie mir, ich habe Angst das Geld nicht zu erhalten

.

The money arrived today after more than 3 weeks. The case can be closed

Das Geld ist nun heute nach über 3 Wochen eingetroffen. Der Fall kann geschlossen werden

Dear Baron_von_Brenden,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru