Leon Casino - プレイヤーの入金が遅れています。

I made a first time deposit in the amount of $500 CAD or 364.59 USDT on May-30-2024 06:47:23 AM UTC. You can find the transaction on etherscan here: https://etherscan.io/tx/0x9324689017db68e4426a0e31ac352be060ae9b54463311e77dc3921bfad6a8e7. Note the deposit was sent from Stake as I withdrew from Stake onto this casino directly, which as far as I am aware is allowed and is something I have done many times before with other casinos with no problems whatsoever. 

The transaction was confirmed within minutes and showed up as pending on the Leon casino transactions page with the correct amount, meaning the original deposit address given to me was correct, otherwise they wouldn't know what the amount was. Unfortunately I did not take a screenshot of this as I didn't think it was an issue at the time. After 30 minutes the deposit still has not been credited, and I reached out to support. I also discovered that when I click deposit again I was given a completely different deposit address than the one I sent to, but as mentioned the original deposit address had to have been correct since Leon showed the correct amount as pending on their end, meaning they detected it within their system. Support told me to wait 2 hours, and I did. After 2 hours I discovered the transaction that was pending before no longer shows up as pending and is completely gone from their deposits page. 

I was told to wait once again, and after a while support asked me to give an ERC20 address so they could return the funds to me. This was provided to them within minutes, but now they are putting me on hold indefinitely with no ETA. They give automated responses that state "technical difficulties" and ask me to "wait patiently" every time I reach out to them. 

Everything that has transpired looks very suspicious on my end, and thus I am submitted a complaint here in the hopes of a resolution. Attached are screenshots of the conversation I had with support. Just one thing to note, the $10 CAD deposit they mentioned is not a deposit but a code I found on their instagram page. I redeemed the code while waiting for the deposit because I was bored and wanted to play. The instagram post can be found here: Leon Canada (@leonbet.ca) • Instagram photos and videos

Dear petra4moon,

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. 

• Could you please advise if it was your first deposit in this casino?
• Did you save a screenshot where the deposit shows as pending in your deposit/transaction history?

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 very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thanks for following up.

1. Yes this was a first deposit to the casino.
2. Unfortunately I didn't save a screenshot as I didn't think it would be an issue at the time. When I followed up the casino already removed the pending deposit from the transactions page.

Thank you very much, petra4moon, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Dear petra4moon,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Leon Casino to join the conversation.

Dear Leon Casino,

Could you please provide information on why the player's deposit has not been credited to their casino account? While I understand that transaction congestion can sometimes occur, a significant amount of time has already passed, and the funds should have been reflected somewhere by now.

Dear Michal and Casino Guru Team,

The deposited sum of 364.59 USDT has been refunded to the crypto wallet specified by the customer. The transaction was completed on May 31, 2024, at 09:53 AM UTC.

We apologize for any inconvenience this delay may have caused the customer.

Thank you for helping us resolve this case.

Best regards,

Alexander

Leon Compliance Officer

Thank you for your response, Alexander / Leon Team.

Dear petra4moon,

As per the casino team's response, the funds have been successfully transferred to your crypto wallet. Kindly confirm the receipt of the funds to ensure that your complaint is considered resolved.

If there is anything else I can assist you with, please feel free to let me know.

Dear petra4moon,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear petra4moon,

Although it seems as though this issue has been clarified and you have most likely received the refund, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru