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We explained that delays could occur due to verification or high request volumes and suggested patience. However, since the issue involved sports betting, which is outside our scope, the complaint was rejected. The player from India experienced a delay in withdrawing funds from the casino. The player later reported that his account was blocked, and he had undergone multiple verification steps without receiving his winnings.
The player from Portugal had met the original requirements, but the bonus was not credited, and the requirements were changed without being listed in the Terms and Conditions. He sought the credited bonus and a refund of euros. The issue remained unresolved due to a lack of response from the player, preventing further investigation.
The player from Peru had their withdrawal restricted despite their account being fully verified. After providing additional documents as requested, they did not receive a response for 7 days, despite being told they would receive an answer within 3 days.
The Complaints Team contacted the casino, which stated that the player was in the queue for video verification. The player completed the video verification and eventually confirmed that his account was verified and the withdrawal was processed successfully. The complaint was marked as resolved by the Complaints Team. The player from Australia had submitted a withdrawal request less than two weeks before contacting us. The player mentioned that his account was suspended for a security check. We asked for further information but received no response.
The player from India regularly faced deposit issues with the casino. We recommended the player contact his payment provider to investigate the lost funds, acknowledging that this process might take up to a month. The player from Sweden had been unable to redeem loyalty points at Leon Casino for several months despite being in contact with customer service. We contacted the casino, which acknowledged that the restriction was due to a security flag and should have been lifted earlier.
The casino unblocked the loyalty points redemption, and the player confirmed the issue was resolved. The player did not respond to confirm receipt of the funds, leading us to reject the complaint due to lack of further communication. The player from Portugal made a deposit and later decided to withdraw the funds from LeonCasino, but encountered an extensive verification process.
Despite fulfilling all the requirements, he was informed that the withdrawal request might take up to 30 days.
The player completed the requested video call and provided all necessary documents, but still faced delays. After persistent follow-ups, the casino confirmed that the player had successfully passed the verification and withdrew his winnings.
The issue was resolved, and the player confirmed the receipt of his funds. The player from Greece experienced a delay and limitations in his account after an unusual second verification request, which included pictures from a PC and ID card, as well as full bank statements.
He did not receive any updates for eight days, and his access was limited to casino games. We requested additional information from the player, but after failing to receive a response, the complaint was rejected due to the lack of communication.
The player from Germany reported that although all her deposits had been debited from her bank account, she had only received a part of them on the casino site. Despite reporting the issue and sending the necessary documents, the casino claimed to find no errors. The player was advised to wait a few weeks and forward payment confirmations. However, the player stopped responding to further requests for information. Consequently, the complaint was rejected due to the inability to investigate further.
Despite complying, the player had been waiting for 20 days without a response. As a result, he could not access his funds and was unable to place sports bets. After further communication and a video call, the verification process was eventually completed, and withdrawals were processed successfully. The complaint was marked as resolved. The player from India had been waiting for a withdrawal for less than two weeks. We advised the player to be patient and wait at least 14 days before submitting a complaint.
Despite multiple attempts to contact the player for further information, no response was received. Consequently, the complaint was rejected due to lack of communication.
The player from British Columbia had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. We informed the player that withdrawal processes could take several days or weeks and advised patience. Despite extending the response time, the player did not reply to our inquiries, leading to the rejection of the complaint due to lack of communication. The player from Portugal, who had self-identified as a gambling addict, reported that he had repeatedly requested Twin Casino and Leon Casino to block his account due to his addiction, but his requests had been disregarded.
The casino and the bank were involved in an official investigation regarding the missing funds and possible failed self-exclusion. The player also reported that he had filed a complaint with the police against Leon Casino for operating illegally in Portugal.
The casino had responded that the issue had been escalated to their regulator, KGC. Despite the money having been deducted from their bank account, the balance did not reflect the same. The player confirmed this had been their first deposit. We had advised the player to contact their bank for further investigation as the transaction seemed to be stuck somewhere in the process. However, due to the lack of response from the player to our follow-up inquiries, we were unable to proceed with any further investigation or provide potential solutions.
The complaint was therefore rejected. The player from Germany reported that the casino unjustifiably closed their account due to a slow response. The player had already completed the verification process but was continually asked for additional documents. The Complaints Team intervened, and after communication with the casino, it was clarified that the player did not respond to a video verification request within the provided 7-day period. The casino agreed to offer one more chance for video verification.
The player from British Columbia was unable to withdraw winnings due to an extended verification process. We had invited the casino representative to the conversation, who stated that the player had passed the verification and withdrawn the funds. However, the player did not confirm this and stopped responding to our messages, leading us to reject the complaint. Despite being a verified customer with previous smooth withdrawals, he had experienced delays in receiving his winnings.
Despite numerous interactions with customer service, the issue had remained unresolved. We had attempted to investigate the complaint, asking the player for additional details. The player from Greece had a withdrawal request of Euros that was cancelled without explanation, despite having had successful withdrawals in the past and having completed account verification.
The casino had not communicated about the cancellation. Therefore, we were unable to investigate further and had no choice but to reject the complaint. The player from India had won , rupees at an online casino. However, all winnings had been confiscated due to alleged fraud and duplicate account creation, which the player denied. The player had demanded a thorough review of the case and restitution of the confiscated winnings. After reviewing the evidence provided by the casino, it was found that the player had submitted forged identification documents.
The player had admitted to uploading a low quality copy of his original document due to misplacement. However, it had been determined that the player had used the same photo but different names on the IDs, which was considered fraud. As a result, the complaint had been rejected. The player from India had made a successful deposit of on February 28th , but it had not been credited to his Leonbet account.
Despite daily correspondence with customer support and providing a payment slip, the issue had not been resolved after 11 days. The casino insisted the payment was being held by the payment provider.
We had suggested he contact his payment provider and forwarded the payment confirmation to the casino. However, the player had not responded to our messages, hence we were unable to investigate further. The complaint had been rejected due to lack of cooperation from the player.
Despite having verified his documents, the casino had suggested he open a Euro account, which he disagreed with. After we had invited the casino to provide their side of the situation, the issue was resolved. The player had received his funds in full and expressed satisfaction with the resolution.
The player from Germany suspected that the platform had manipulated the RTP as he had significant losses. He demanded his account to be permanently blocked and requested all his game logs to be sent in a PDF format.
Despite numerous attempts, the player failed to provide the game history or any communication with the casino about the issue. Without any supporting evidence, we had to close the complaint. The player from Portugal had an issue with her betting site regarding deposits and winnings. She was frustrated about a clause that obliged a player to play with the entire deposit amount and was considering legal action.
We had explained to her that all regulated casinos required players to wager real money deposits as a standard anti-money laundering rule. However, without any further information or evidence from the player, we were unable to investigate further and had to reject the complaint.
The player from Greece had experienced an extensive account verification process, which prevented him from accessing games, placing bets, or viewing his transaction history. Despite having reached out to support, he was continually told to wait without any progress for two weeks. We had confirmed the resolution of the issue with the player. The player from Ireland had secured some winnings from deposits made at Leon. He had also mentioned an issue with his loyalty points being unavailable for exchange.
The casino had responded that the account was under additional review as per their terms and conditions, and the player had used up his funds during this period. The issue with loyalty points had been due to an oversight and had been resolved. The player had requested to close the case as his account had been verified and the issue with loyalty points had been sorted.
The player from Italy had been able to play and make deposits while in France initially but had encountered issues once in Italy. The player had provided proof of his French residence, but the casino had insisted on additional documentation.
After a protracted process, the casino finally verified his account and released his funds. We assisted the player throughout the process and the issue was eventually resolved. However, the casino not only altered the payment dates and rankings but also paid only a part of the winnings without any details.
The player had complained that the lack of transparency and significant changes in terms and conditions after tournaments ended were unfair. The player had provided all the necessary records and screenshots to support his claim. However, we found that while the casino did misinform the player about his tournament placement initially, it was not intentional deception. Therefore, we rejected the complaint as unjustified.
The player from Greece had difficulties verifying one of his deposit cards with an online casino. Despite his attempts to offer alternative cards for verification, the casino insisted on the disputed card. The player suspected the high deposit amount may have triggered the issue.
We attempted to resolve the matter by reaching out to the player and extending the response time by seven days. The player from Russia was facing issues with his casino account. Despite having completed the verification, the casino argued that he had an American account. He lost all his winnings due to his inability to withdraw.
However, the Complaints Team concluded that as the player was responsible for their account, active balance, and all the bets taking place, they could not ask the casino to refund the lost winnings. Thus, the complaint was rejected. Despite this, he had still been awaiting a response and the chance to schedule a video verification after 15 days of waiting. We had asked him to provide more details and any relevant communication. Consequently, we had marked the complaint as resolved.
A player from Thailand experienced an issue with the slot game called "Piggy Tab" on Leon. The complaint was rejected as the player stopped responding. The player from Sweden had experienced issues with account verification at the casino. Despite having submitted all requested documents including a picture of the bank card used, proof of residence, and a photo holding the passport with a piece of paper stating the date and company title, the casino had rejected the submissions mostly due to format and clarity.
We had provided advice on the importance of KYC and asked for more details about the documents submitted. However, due to a lack of response from the player, we were unable to proceed with the investigation and had to reject the complaint. The player from India had requested a withdrawal less than two weeks prior to submitting the complaint. Upon submitting the complaint, the player had reported receiving a portion of his withdrawal but claimed that a certain amount had been deducted without reason.
The Complaints Team had tried to investigate this issue further and had extended the complaint response time by 7 days. The complaint was subsequently closed.
The player from Portugal had requested a withdrawal less than two weeks prior to submitting his complaint. The player had complained about the casino cancelling his withdrawal and restricting his withdrawal option, despite him providing all required documents for verification. The casino then had scheduled a video verification session. After some delay, the player received his winnings. The issue was resolved with the help of the Complaints Team, who had facilitated communication between the player and the casino.
The player from Greece had issues with his casino account closure following a successful withdrawal request. Just after his withdrawal request of over euros had been verified, the casino closed his account. We clarified that each player had to use a payment method exclusively belonging to them.
Despite our efforts to resolve the issue, the player did not respond to our messages, leading us to reject the complaint. The player from Austria is unable to withdraw winnings as the casino claims that Skrill, the method used for deposit, is not available in their country.
Additionally, the player has been prohibited from using other withdrawal methods. The issue has been resolved successfully. The player from Greece is struggling with a 5k withdrawal from Leoncasino. Despite completing prior withdrawals successfully, this withdrawal requires additional documentation and up to a day processing period. We tried to investigating the situation, starting with asking the player additional questions. Despite successful document verification and attempts to clarify the situation, the casino refused to reopen the account and return his winnings.
The player had claimed that his identity was verified and that the casino was unfairly withholding his winnings. However, the casino had provided evidence suggesting the player had registered using false information. After reviewing the provided evidence, we concluded that the casino had acted in accordance with its terms and conditions. The complaint was closed as unjustified.
The player from Portugal had requested a withdrawal less than two weeks prior to submitting this complaint. The casino had returned the funds to her gaming account instead of transferring them to her bank account.
We had attempted to assist by asking for further information and extending the response deadline. However, the player did not respond to our inquiries, which led to the complaint being rejected. The player from Greece had had issues withdrawing euros from an online casino. Despite multiple attempts and having provided all required documents for verification, his withdrawal requests had been repeatedly declined. The player had been unclear as to why his documents were not accepted.
Consequently, the player had been able to successfully withdraw his winnings. The issue had been resolved and the complaint had been closed.
The player from Greece had his account locked by Leon. Despite having provided identification, the issue remained unresolved. The player did not respond to further inquiries from the complaints team, which led to the complaint being rejected due to lack of communication. The player from Ontario had submitted a withdrawal request less than two weeks prior to contacting us. After our advice to wait for the standard withdrawal processing time, the player confirmed that she had received her funds.
The player from Germany had been consistently depositing money into her casino account but had not seen any returns. After her complaint was submitted, we had informed her that we could not take action based solely on her description, as the nature of casinos involved both wins and losses. We had provided her with resources to understand the payout ratio RTP and variance in casino games. We extended the complaint response time by 7 days, however, the player did not respond within the given time frame.
As a result, we could not investigate further and had to reject the complaint. The player from Greece had been waiting for a month for his withdrawal, despite having provided all the requested documents. His account was subsequently blocked. In response, the casino stated that the player had failed to attend two scheduled video verification calls, hence, the verification process was incomplete.
The player from India had submitted a withdrawal request less than two weeks prior to contacting us. The player had complained about not receiving his withdrawal, however, the casino had clarified that the player had provided an incorrect purse number in the AstroPay payment system, and the withdrawal had already been processed on their end.
We had advised the player to contact AstroPay about the error. Despite extending the response period, the player did not provide further communication, leading us to close the complaint. Despite numerous complaints to casino support, the issue remains unresolved. The player from Greece faces a delayed withdrawal. Even though the account is verified, the casino keeps canceling the request and informing the player that the payment period has expired.
The player from India had won a big prize playing Roulette and tried to withdraw the winnings. In the process, their account was blocked after an unsuccessful document verification where the casino claimed the documents he provided were forged. After gathering additional information we were forced to reject the complaint. The player from Greece received a no-deposit bonus of 30 euros and, under unclear terms, won euros.
Upon attempting withdrawal, all but the initial 30 euros were voided. The player from India deposited 90k using UPI. After contacting support, they simply stated that they are investigating the matter. The player stopped responding to our questions and comments, so we rejected the complaint.
The player from India is unable to withdraw his winnings of 20, INR due to challenging account verification. His account was blocked following a discrepancy between the surname in his documents and the surname on his casino account. Though he explained the issue and provided valid documents, the casino refuses to reopen his account.
After a closer examination, we ended up rejecting this complaint as unjustified. The player from Sweden requested a withdrawal less than two weeks prior to submitting this complaint.
The player confirmed receipt of the payment, so we closed the complaint as resolved. The player from Greece has an issue with a specific game on Leon Casino. The player from Greece is asking for a deposit refund after he was advised to open a new account in the casino. The player struggles to verify his account for unknown reason.
The complaint was closed as the issue was sports betting related. The player from Greece believes the casino confiscated his entire balance.
We later found out that the balance was lost during the gameplay. The player from Greece requested a withdrawal less than two weeks prior to submitting this complaint. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved. The player from Portugal is experiencing difficulties receiving a bonus in the casino. The player confired the issue was reoslved.
The player from India has requested a withdrawal less than two weeks prior to submitting this complaint. Therefore, the complaint has been rejected. The player from India has deposited money into his account, but the funds seem to be lost. The player confirmed the issue was resolved. The complaint was closed as the player stopped responding. The player from Greece was allowed to create a second account in the casino and deposit despite an active self-exclusion. The player stopped responding to the complaint, and it was closed as "rejected".
The player from India requested a withdrawal prior to submitting this complaint. The player from India is criticising the mandatory deposit wagering for real money. The player from Portugal is experiencing difficulties withdrawing his winnings due to ongoing verification. Player has stopped responding.
The player deposited funds into her account, but the deposit seems to be lost. The player from Portugal is experiencing difficulties withdrawing his funds due to verification issues directly with the payment provider.
The complaint was rejected as we did not receive any response from the player regarding our messages and inquiries. The player from India has deposited money into casino account but the funds seem to be lost.
The player from India had faced an issue where his deposit was not credited to his casino balance. He had provided evidence of two transactions, but it was clarified that one of them had been sent elsewhere. The player has deposited money into his account, but the funds seem to be lost. The player later confirmed that the deposit was processed successfully, therefore we marked this complaint as resolved.
The player from India had his account blocked, and his deposits were returned. The casino had stopped responding to the complaint thread and had not provided sufficient evidence against the player.
The complaint was closed as "unresolved. The timeline was extended multiple times to allow for responses from both the player and the casino, but the player ultimately did not respond to the inquiries, which led to the rejection of the complaint. The player from Greece was asked to pass a verification call. The player struggles to verify his account as the casino is keep requesting a new documents. The player from India was struggling to complete the verification in the casino.
The player had been communicating in Hindi and had someone translate for them during the video call verification, which the casino deemed unacceptable.
The player claimed the casino had confiscated their winnings without providing a clear reason. The casino finally responded, providing evidence that the player had failed their video verification procedure, leading us to close the complaint as unjustified. The casino had acted according to its terms and conditions. The player from Canada is experiencing difficulties withdrawing her winnings due to ongoing additional verification.
The player from British Columbia submitted a withdrawal request less than two weeks prior to contacting us. The player has received the payment, and the complaint was closed as "resolved". The player from Australia has deposited money into his casino account, but the funds seem to be lost. The casino was not able to identify his account and asked him for more details.
The complaint was rejected because the player did not respond to our messages and questions. Player from India deposited in the casino. We ended up closing the complaint because the player stopped responding to our questions.
The player from Greece has requested a withdrawal less than two weeks prior to submitting this complaint. The player from Canada is experiencing difficulties withdrawing his winnings due to ongoing verification. The player from Greece has requested a withdrawal prior to submitting this complaint.
Unfortunately, the player lost his winnings before we could help, therefore, we were forced to reject this complaint. The player from Portugal requested a withdrawal but it has not been received yet. The player from Portugal requested a withdrawal 2 days prior to submitting this complaint. It has not been processed yet. The player from Greece is experiencing difficulties withdrawing his winnings due to ongoing verification. The player from Canada was experiencing difficulties withdrawing their winnings due to ongoing verification.
We got contacted from the casino representative and received information that the player had successfully gone through video verification. Unfortunately, we were unable to find out if the player received winnings since he stopped to reply to our questions, so the complaint was rejected. The player from Portugal has requested a withdrawal less than two weeks prior to submitting this complaint. The player from Portugal is experiencing difficulties withdrawing her funds due to limited availability of payment methods.
The player from Canada is experiencing difficulties withdrawing his funds due to limited availability of payment methods.
The complaint was closed as it was sports betting related. The player struggles to withdraw his balance for unknown reason. The player from Portugal has experienced technical problems which caused her winnings not to be paid. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint. The player from Portugal has requested a withdrawal. Unfortunately, the payment seems to be delayed. The player from Greece has been blocked without further explanation.
The player was asked to contact customer support so that the details could be updated. After this, the player stopped responding to our messages, so the complaint was rejected. The player requested that the complaint be reopened, so we tried to contact the casino again.
While awaiting a response from the casino, the player stopped responding once more, so the complaint was again rejected. The player from Brazil has submitted a withdrawal request less than two weeks prior to contacting us. The player struggles to verify his account due to long waiting time. During the process of investigation the player informed us that the account was successfully verified so we closed the complaint as resolved.
The player from Greece has requested a withdrawal. The player from Greece is highly dissatisfied with a promotional offer. The player struggles to verify as the casino is keep prolonging the process. The player from Brazil is experiencing difficulties withdrawing their funds. After player confirmation about casino managed to resolve the issue, we closed this case accordingly.
The player from India requested a withdrawal 3 days prior to submitting this complaint. Winnings have not been received due to ongoing verification. Although the casino confirmed that the verification was successfully completed, the complaint was rejected because, in the meantime, the player lost his disputed funds.
The player from Portugal provided documents almost a month ago, but they have not been approved yet. After a short time, the casino replied and stated that the verification had now been completed and that the player had already withdrawn their funds. The player confirmed this, so the matter was resolved. The player from India is experiencing difficulties withdrawing his winnings due to ongoing verification.
The player from Portugal is not able to withdraw their winnings due to ongoing verification. Although the verification was successful, the player played down their winnings while waiting for the verification process to finish. We rejected this complaint as the funds have been played and we have no option to intervene. The player from India was experiencing difficulties withdrawing his winnings due to ongoing verification. The player was then asked to complete a video verification. Upon completing this successfully, the player was verified and so the issue was resolved.
The player from Portugal has been blocked. The casino believes the player has created multiple accounts. We rejected the complaint because the player stopped responding. The player from New Zealand is not able to request a withdrawal due to technical issues. The player from India was dissatisfied with the verification process. Later, the complaint was reopened after we received an update from the casino.
The player from Portugal is not able to withdraw her winnings probably due to unfinished KYC. The player finished the KYC and received her winnings. The player from Portugal had her account closed in the past. Afterwards, she was able to open a new account using different email address and deposit funds. The player from India is dissatisfied because he is not able to play until the casino approved his documents.
The player from Portugal is not able to request a withdrawal. The casino support is not helpful. The player from Canada is highly dissatisfied with the overall casino experience. The player from Germany had the account blocked for an audit after accumulating a substantial win.
He was allowed to withdraw his winnings. It has been received. The player from Russia had their account blocked for an audit. The player from New Zealand has requested a withdrawal prior to submitting this complaint. The player later informed us that she received her winnings, and the complaint was closed as resolved.
After the casino provided an explanation for the system malfunction that impacted the wagering requirements, we marked the complaint as resolved. Ultimately, the player received their payment. The player from Greece faced issues with withdrawing funds after the casino disabled access to his withdrawal option two weeks prior.
Despite a previously processed withdrawal, he was repeatedly asked for new documents, even after submitting several forms of identification and proof of address. Following a verification process that was initially disputed by the player, the withdrawal option was restored, and the player successfully received his funds. They requested a bonus and apologized for previously abrupt behavior with customer service out of frustration.
The player confirmed the resolution, and the complaint was marked as resolved by the Complaints Team. The player from Portugal, who was identified as a high-risk gambler, had reported that Twin Casino Portugal had failed to close his account despite his repeated requests and national self-exclusion.
The player later reported the casino had returned all the money the player had spent post his disclosure of gambling addiction and had revamped their support team and website for easier self-exclusion and payment limitation. The player had been satisfied with the resolution. The player complied and had been subsequently verified by the casino. The player confirmed that the issue had been resolved. The player from Greece had requested an account closure at Twin Casino due to concerns about gambling addiction.
The casino had closed the account only to allow it to be reopened later with the same email, leading to a loss of euros. The player was requesting a refund of this amount. We contacted the casino, asking for clarification on how a self-excluded player could create a new account with the same information.
After reviewing the case, the casino decided to refund the deposited funds to the player and advised him on how to apply for a comprehensive self-exclusion. The player confirmed that he had received the refund and the issue had been successfully resolved.
The player from France had made a deposit and gained winnings at Twin Casino. After one successful verification, the casino had asked for a selfie with a passport and a site name for second verification. He had submitted the verification three times, and his withdrawal of euros was delayed. After the player provided proof of his account, the casino approved his second verification and processed his withdrawal.
The player was then able to access his winnings. The player from Sweden is experiencing difficulties withdrawing their winnings due to ongoing verification. The complaint was closed as the player received the refund.
The player from Ireland is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the verification was processed successfully, therefore we marked this complaint as resolved.
The player from Sweden has requested a withdrawal less than two weeks prior to submitting this complaint. The player from Sweden is experiencing difficulties withdrawing her winnings due to ongoing verification. The complaint was closed as resolved as the player received his refund.
The verification was completed successfully and the player was paid out. Due to the exchange rate difference the player withdrew less than he expected.
The player from New Zealand is having difficulties passing the verification process. The casino team later informed us the matter had been resolved and the player successfully passed the verification process. There were no further updates from the player.
The player from Germany is experiencing difficulties verifying his casino account due to missing proof of income. The issue was successfully resolved, the player received his funds.
The player from Germany has won a prize, however, she cannot withdraw the winnings. The player confirmed she received her winnings. Discuss anything related to Leon Casino with other players, share your opinion, or get answers to your questions. Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
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