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My account was disabled and I was requested to do Skype video verification. After I completed video verification my account was still disabled and few days later they send me mail to verify my phone. I then send them phone bill with visible name and address which they rejected.Also I offered to send me sms or call me on my phone which they also rejected. My account is still disabled and I'm unable to withdraw my balance

Dear limbo123,

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 provided any other documents and have they all been approved?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Have you provided any other documents and have they all been approved? Yes I provided casino with all documents they were asking and they were approved and my account was fully verifed. I was also requested for video verifcation which I also completed.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? I was playing blackjack,sport betting and a little bit slots.

Did you accumulate your winnings with or without an active bonus? I accumulate winnings without bonus.

Please invite casino to the conversation. I tried to resolve issue with their live support and via e-mail multiple times .

Thank you very much for your reply, limbo123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I forwarded on your mail communication with casino

Thank you very much, limbo123, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 limbo123,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CryptoLeo Casino representative to join this conversation and participate in resolving this complaint.

Dear CryptoLeo Casino,

Could you state why the player's account got blocked? Is there any reason why the player's proof of address hasn't been accepted?

Thank you in advance for providing the information.

You stated wrong here it's not proof of address , but proof of phone. Which in itself is an ridiculous verification , just to delay more and more my account

Hello!

Thank you for bringing this matter to our attention. We truly want to work toward resolving this matter for the good of both parties.

After checking the account we can confirm that the proof of address document has been approved, but the provided proof for the phone number ownership does not include the player's name, so we kindly ask you to provide us with a valid document to proceed further. The account is temporarily disabled due to the ongoing verification process.

We are looking forward to receiving the requested document.

Best Regards,

CryptoLeo Casino

I'm unable to upload files here so I've sent mail to both casino and stefan.

Dear CryptoLeo Casino,

Thank you for your response and the information provided.

Did you manage to receive the proof of phone number?

I'll be awaiting your reply.

Dear all,

Thank you for responding.

We have received the document, our team will review it and provide an update shortly.

Best Regards,

CryptoLeo Casino

Dear CryptoLeo Casino,

Thank you for your response and the information provided.

I'll be awaiting your reply.

Hello!

We apologize for the delay in our response and appreciate your patience.

Following a detailed investigation of the player’s account, we confirm that it has been permanently closed due to fraudulent activity and multiple violations of our Bonus Terms and Conditions.

As outlined in our Bonus Terms, all bonus offers are strictly limited to one per person, household, IP address, and device, and players are not allowed to abuse bonus offers. The Casino reserves the right to cancel winnings obtained through misuse of bonus funds, both during wagering and after completion.

The investigation revealed actions that contravened these terms, including bonus abuse and fraudulent behavior. Our anti-fraud policy also identifies activities such as creating multiple accounts, participating in collusion, and exploiting bonus features or software bugs. These behaviors compromise the fairness of the platform and are strictly prohibited.

The Company reserves the right to terminate accounts and confiscate winnings in cases of fraudulent activity, as outlined in the Terms and Conditions accepted by the player upon registration. This decision is final and necessary to protect the integrity of our platform.

Should additional information or clarification be required, we are available to provide further details directly to Casino Guru.

Thank you for your understanding.

Best Regards,

CryptoLeo Casino

Dear CryptoLeo Casino,

Thank you for your response and the information provided.

Could you provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

It's ridiculous that firstly you asked for all possible verification. And after I provided you with all verification you come up with bonus abuse. I didn't do anything against your bonus terms. I didn't even win anything with my last deposits from bonus. Basically all balance is from my deposit. I want to get refound of my last deposits.

Dear Stefan,

We are sorry for the delay.

An email has been sent as requested, please check the information.

We are looking forward to hearing from you.

Best Regards,

CryptoLeo Casino

Dear CryptoLeo Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

Thank you for responding.

We have provided further information, please check it.

Best Regards,

CryptoLeo Casino

Dear CryptoLeo Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

We have replied to your email, please check it.

Best Regards,

CryptoLeo Casino

Dear CryptoLeo Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

We have replied to your email, please check it.

Best Regards,

CryptoLeo Casino

Hello limbo123,

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint. If it’s convenient for you, we can continue our communication through e-mail. My email address is stefan.m@casino.guru. Thank you very much for your understanding.

Kind regards,

Stefan, Casino.Guru