Leon Casino - プレイヤーのアカウントは以前に閉鎖されています。

Hello,

On 01.01.2024, my account at Leonbet was closed because I requested a permanent ban due to gambling addiction. 6 months later, they reopened my account, and I was able to deposit again.

The casino is not cooperating and refuses to provide any GDPR information. They offer some absurd arguments, claiming they are not obligated to do so.

My request for a refund was also dismissed without any consideration or review by a support staff member.

I demand that the casino refund my losses as the account should not have been reopened since I had requested a permanent ban due to my addiction.

Please keep the screenshots private. Hopefully, you can help me. Thank you very much.

Hallo,

am 01.01.2024 wurde mein Account bei Leonbet geschlossen, weil ich eine Sperre für immer aufgrund von Spielsucht beantragt habe. 6 Monate später haben sie meinen Account wiedereröffnet und ich konnte wieder Einzahlen.

Das Casino kooperiert nicht und lehnt auch jegliche DSGVO Auskunft ab. Mit teilweise abstrusen Argumenten, dass sie dazu nicht verpflichtet wären.

Meine Rückforderung wurde auch ohne jegliche Eskalation/ Betrachtung von einem Support Mitarbeiter abgewiesen.

Ich fordere das Casino auf meine Verluste zurückzuerstatten, da eine Wiedereröffnung nicht hätte erfolgen sollen, da ich eine Sperre für immer aufgrund meiner Sucht gefordert hatte.

Ich bitte die Screenshots privat zu halten. Hoffentlich können sie mir helfen. Vielen Dank

Dear Gambler33,

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 received a response to your self-exclusion request or confirmation from the casino regarding the closure of your account due to addiction?
• How did you find out that your account had been reopened?
• Could you please share your communication with the casino regarding the self-exclusion request? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Please leave the screenshots unedited to clearly display all details.

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,

Dominika

Hello, yes I received a confirmation. Deposits were also not possible at the moment.

I was sent an email saying that my self-exclusion period had expired in order to lure me back. I hadn't asked for a period of time, but for a permanent ban due to addiction. They should have banned me forever. I also don't think it's justifiable to exclude someone for a short period of time if they communicate an addiction problem.

I have forwarded my self-exclusion request.

Best regards

Guten Tag, ja ich habe eine Bestätigung erhalten. Einzahlungen waren ebenfalls nicht möglich vorerst.

Mir wurde eine E-Mail geschickt, dass mein Selbstauschluss Zeitraum abgelaufen sei, um mich zurück zu locken. Dabei hatte ich ja gar keinen Zeitraum gefordert, sondern eine Sperre für immer, aufgrund von Sucht. Sie hätten mich für immer sperren müssen. Ich finde es auch nicht vertretbar jemanden für einen kurzen Zeitraum auszuschließen, wenn er eine Suchtproblematik kommuniziert.

Ich habe meine Selbstauschlussanfrage weitergeleitet.

Viele Grüße

Dear Gambler33, thank you for the information provided.

Could you share the casino's response to the self-exclusion request and the email notifying you of its expiration? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello,

I have forwarded the documents from the chat.

They didnt close my account forever as requested. Also only a short exlusion is not a solution when mentioning gambling addiction.

Best regards

Dear Gambler33, thank you for the information provided.

Could you please provide the full chat transcript from the last email?

Hello, I sent the entire chat via email.

Hallo ich habe den gesamten Chat per Email verschickt.

Dear Gambler33, did you fill out the Kahnawake form provided by the casino to request permanent self-exclusion?

Good day,

No, I didn't fill out the form because I was applying for a permanent claim due to addiction. Self-exclusion for life is a given there. I applied for self-exclusion on the platform.

Guten Tag,

nein das Formular hatte ich nicht ausgefüllt, da ich eine Forderung aufgrund von Sucht für immer beantragt habe. Dort ist ein Selbstausschluss für immer ja selbstverständlich. Den Selbstausschluss habe ich auf der Plattform beantragt.

Thank you very much, Gambler33, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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 Gambler33,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Leon Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal