Leon Casino - プレイヤーの撤退は遅れています。

I am not able to withdraw money from my leon bet account from 28.04.2022.

I have been asked to submit multiple documents which i have already submitted.

Now i am unable to place any new bets also.

I have already provided the below documents.

1) Account statement

2) Card details

3) selfie with account login and with ID with date and name written as LEON

Dear Prateek,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

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

Best regards,

Petronela

Dear Petronela,

When i have contacted the customer support they told that my account us under verification.

I got a mail that my documents have been sent to verification department and it will take 3 to 30 days for completing the verification.

I have made the withdrawals earlier and my account verification was also complete. But suddenly now some additional verification is required which can take up to 30 days. I have given all the documents requested by them.

I am also not able to see my transaction history and nor i am able to place any new bets.

I am sorry for the date it is 28.05.2022 and not 28.04.2022

Hi Petronela and Casino.Guru team,

The client's account is currently undergoing a gaming activity check which can take up to 30 days in accordance with our T&C. For the period of the check some functionality of the service is temporary disabled. It's a regular practice, nothing out of the ordinary. Our specialists will check the activity as fast as possible. If any additional verification is required, such as a video verification, we will let the client know by sending him an email.

Hope this clarified the case.

Thanks leon casino for the prompt response. I am ready and available for all the verification required. A speedy verification will be highly appreciable.

I request casino guru to the case open until the things are settled. I will keep updating the developments.

I am very thankful to casino guru, at least i got a clarified response because of you.

Thank you, Leon Casino team, for the clarification.

Dear Prateek,

I have corrected the Summary of the case. Since you requested your withdrawal just a few days ago I will set the times for additional 14 days and wait patiently for any further updates from the casino, or yourself. Please keep me informed.

Dear Sir,

I haven't received any email regarding verification and still waiting for the reply from casino

Thank you very much, Prateek, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Prateek,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Leon Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw his funds?

Thank you in advance for providing the information.

We would like to ask Leon Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Hi Branislav and Casino Guru team.

The activity has been checked and the account is now fully verified and unlocked. Deposits and withdrawals are available. Some limits have been set in bookmaker in accordance with our T&C.

Please let me know if you have any further questions.

Best regards,

Alexander

LeonGaming Compliance Officer

Thank you very much for your reply and the update.

Dear Prateek,

Could you please confirm your issue was successfully resolved?

Dear Sir,

I am yet not able to see all the transactions. Please confirm that will my account again need verification or it is verified for life time.

What is the limit set by the bookmaker ? I have not received any email regarding the same.

Regards,

Prateek D***

Prateek, what do you mean by "I am yet not able to see all the transactions", please?

As for your second query - from our experience, if a player is fully verified, it is based on the provided documents. Casinos usually accept documents that are up-to-date, or not older than "x" days (30, 60, or more). It means the verification is not valid for a lifetime at all. In the future, the casino has the right to perform an additional verification anytime, it is a common situation and an industry standard.

As for the mentioned limits, I am afraid you should turn to the casino's Customer Support and direct the questions related to sportsbooks to it. We specialise in online casinos.

So, let's get back to the main issue of this complaint.

Is your account already fully verified and are you able to withdraw your winnings, please? Can I consider this issue resolved?

Sir I have not received any email regarding the account being fully verified. I have lost my winning so I am able not check the withdrawal.

The casino representative confirmed it above, and the only way how to try it is to request a withdrawal.

So, do I understand correctly, that you already lost all your disputed funds by playing?

Yes I lost my funds. You may close the complaint. I don't want to risk again with the same casino who took 30 days for just a small verification.

Thank you very much, Prateek, for your update and explanation.

Since you have played your balance down to zero, I am afraid there is nothing more we can do. In this case, we are forced to reject this complaint due to the loss of the disputed funds.

Although I hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you too, Alexander and Leon Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru