Leon Casino - Igrački nalog je pogrešno zatvoren.

My account was wrongly blocked; I'm being accused of identity theft, fraud, and many other unjustified charges. I submitted my documents exactly as requested; I was asked to take photos of myself with my documents and proof of residence, and yet just a few minutes later they decided to block my account with over €700 in winnings.

Please consider my complaint.

Mein Konto wurde zu Unrecht gesperrt; man wirft mir Identitätsdiebstahl, Betrug und viele andere ungerechtfertigte Vorwürfe vor. Ich habe meine Unterlagen genau wie verlangt vorgelegt; man hat mich gebeten, Fotos von mir zusammen mit meinen Unterlagen und meiner Meldebescheinigung zu machen, und dennoch haben sie nur wenige Minuten später beschlossen, mein Konto mit mehr als 700 € an Gewinnen zu sperren.

Bitte berücksichtigen Sie meine Beschwerde.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Leon Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I sent the entire text to the email address provided in the message.

Ich habe den gesamten Text an die in der Nachricht angegebene E-Mail-Adresse gesendet.

Thank you for your reply, Axelmas0405.

I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.