Leon Casino - プレイヤーの出金が遅れている。

I made a withdrawal for a small amount.it went through and then I played and won and requested a withdrawal of 100€ and they asked me to verify my account.I sent all the documents and still no verification and they don't let me know what's going on.Thanks.

Έκανα μια ανάληψη σε μικρό ποσό.εγινε και μετά έπαιξα και κέρδισα και ζήτησα ανάληψη 100€ και μου ζήτησαν επαλήθευση λογαριασμού.Εστειλα όλα τα έγγραφα και ακόμα δεν γίνεται επαλήθευση ούτε με ενημερώνουν τι γίνεται.Ευχαριστω.

Dear dimitrissmirnaios,

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

Close it I lost it and asked it to close

Κλείστε το τα έχασα και ζήτησα να κλείσει

Thank you for your reply, dimitrissmirnaios. Sadly, since you have played/lost your winnings and closed your account, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.