Leon Casino - Igrački račun je zatvoren, a dobici neisplaćeni.

Subject: Complaint Regarding Account Closure and Unpaid Winnings

Dear Casino Guru Team,

I am writing to seek assistance regarding a dispute with Leon Casino concerning unpaid winnings and the closure of my account.

Background

On 6 May, I accumulated winnings of approximately AUD $10,000 through a combination of sports betting and casino games, including roulette. Earlier that same day, I successfully withdrew approximately AUD $1,500, which was processed and received in my bank account without issue.

However, when I attempted to withdraw the remaining balance of around AUD $10,000, my withdrawal was not approved.

Verification Process

Following my withdrawal request, Leon Casino asked me to complete additional verification procedures. I fully cooperated and provided all requested documentation, including:

Identity verification documents.

Additional account verification information.

A photograph of myself holding a piece of paper displaying "Leon" and the current date, as requested.

I completed every verification request promptly and in good faith.

Account Closure

After completing the requested verification steps, I received the following email from Leon Casino:

"In accordance with the decision of the security department, your account is locked.

We realize that this may cause inconvenience and we thank you for your understanding. The decisions made by our security department are based on the safety and security of all our users and the system. It is not subject to change.

Since receiving this message, I have been unable to access my account or withdraw my winnings.

Lack of Clear Explanation

Over the following weeks, I repeatedly contacted Leon Casino seeking clarification regarding the closure of my account and the status of my funds.

Unfortunately, I was never provided with a clear or consistent explanation. Different reasons were mentioned during my communications, including:

Alleged fraud concerns.

Claims that I had withdrawn more money than I had deposited.

These explanations were confusing and did not make sense in the context of my account activity. I have not been provided with any evidence or detailed explanation to support these claims.

Evidence

I have supporting evidence available, including:

Screenshots showing my winnings.

A screenshot showing my name listed among the casino’s top winners along with the amount won.

Records of the verification documents I submitted.

Email correspondence regarding the account closure.

Requested Resolution

I respectfully request Casino Guru’s assistance in reviewing this matter and helping me obtain a clear explanation from Leon Casino regarding:

Why my winnings have not been paid.

The current status of the funds remaining in my account.

I believe I complied with all verification requirements and acted in accordance with the casino’s procedures. I am therefore seeking a fair resolution and payment of my legitimate winnings.

Thank you for your time and assistance.

Kind regards,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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?
• 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 issue? 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

Hello Tomas,

Thank you for your response.

To answer your questions:

How long were you a player at the casino and when was your account blocked?

I had been a player at Leon Casino since 5th of march 2026, My account was blocked shortly after I attempted to withdraw approximately AUD $10,000 in winnings on 6 May 2026. Prior to this, I had successfully withdrawn around AUD $1,500, which was received in my bank account.

How did you learn that your account was blocked?

After completing all requested verification procedures, including providing identification documents and a photo of myself holding a piece of paper with "Leon" and the date written on it, I received an email stating that my account had been locked by the security department and that the decision was final.

Did you achieve your current balance with the help of a bonus?

No, my winnings were achieved through sports betting and casino games, including roulette. I did not use any bonus that would justify withholding my winnings.

Communication with the casino

I will provide screenshots of my communication with Leon Casino, including the email informing me that my account was locked and any other correspondence relating to the closure of my account and unpaid winnings.

What concerns me most is that I fully complied with every verification request made by the casino, yet my account was still permanently locked. During my attempts to obtain an explanation, I received inconsistent reasons, including allegations of fraud and statements that I had withdrawn more than I had deposited. No evidence or detailed explanation has been provided to support these claims.

I appreciate your assistance and look forward to your help in resolving this matter.

Kind regards,

Dear Anthony4,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Leon Casino representative to join this conversation.

Dear Leon Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Any update yet?

Dear Anthony4,

Thank you for your patience.

At the moment, we have not received any response from Leon Casino yet. I have already contacted the casino both through this complaint thread and outside of it to request an update.

As soon as we receive any information, I will let you know here.

Can I get a video call with them if possible. Thanks

Dear Casino Guru,

We are currently reviewing the matter and will provide you with an update as soon as a conclusion has been reached.

Best regards,

Aleksandr

Leon Compliance Team

Dear Leon Casino Team,

Thank you for your response and for confirming that the matter is currently under review.

We appreciate your cooperation and will await your update once your investigation has been completed.

Should you require any additional information from the player or our side in the meantime, please do not hesitate to let us know.

Dear Casino Guru,

Unfortunately, due to a miscommunication between our departments, the video verification procedure was not initiated as it should have been. We sincerely apologize for this oversight and any inconvenience it may have caused the player.

The player has now been invited to complete the video verification procedure, and the appointment has already been scheduled.

As soon as we receive the results of the verification, we will provide a further update.

Best regards,

Aleksandr

Leon Compliance Team

Awesome when will this video verification take place and how will i get emailed?

Dear Leon Casino Team,

Could you please clarify when the video verification is scheduled to take place and how the player will receive the invitation or instructions (for example, via email or another communication channel)?

Thank you in advance for your cooperation.

Very disappointed with the outcome. I have failed the video verification apparently with know real reason explaining why. The video verification process was truthfully answered. The person on the call was very rude wouldn’t let me get my point across. I would like an another video call with someone else please as. There is a large amount of funds in my account that I can’t access

Dear Anthony4,

Thank you for the update and for sharing this information via email.

I understand your disappointment with this outcome, especially after completing the requested video verification. I have received the information and will ask the casino to clarify the specific reasons for the account closure and the unsuccessful verification, as well as the status of the remaining funds in your account.

Dear Leon Casino Team,

Thank you for the update. Could you please provide more detailed information regarding the player's account closure and the outcome of the video verification? Additionally, please clarify the status of the player's remaining balance and whether any funds are being withheld.

I look forward to your response.

Timeline of Events – Leon Bets Account

5 March 2026

Created my Leon Bets account.

4–6 May 2026

Made numerous deposits into my account.

Successfully withdrew AUD $267 and AUD $1,500, both of which were received in my bank account.

4–6 May 2026

Placed numerous bets on NBA, NBA2K Esports, and various over/under markets.

I then played Mega Roulette, placing several bets of approximately AUD $120 on different numbers. One of these bets won, significantly increasing my balance.

My account balance reached approximately AUD $10,000.

6 May 2026

Submitted a withdrawal request for approximately AUD $10,000.

Received an email requesting additional verification, including:

A photo of myself holding a piece of paper displaying "Leon" and the date.

My driver’s licence.

After providing the requested documents, I was informed that my account had been locked, and I could no longer access it.

May–June 2026

Sent numerous emails requesting updates and clarification.

Due to the lack of progress, I opened a complaint with Casino Guru.

18 June 2026

Leon Bets restored access to my account following the involvement of Casino Guru.

My funds remained in the account.

However, my withdrawal and deposit functions were disabled.

Despite this, I was still allowed to place bets.

18–22 June 2026

While withdrawal restrictions remained in place, I continued gambling on:

Mega Roulette

Bet Behind Pro Blackjack

Multiple slot machines

My balance increased to approximately AUD $40,000 at its peak.

I subsequently lost around AUD $30,000.

My remaining balance was approximately AUD $10,000.

22 June 2026

Invited to attend a video verification call with Leon Bets’ security team at 6:00 PM Melbourne time.

Attended the call on time and answered all questions requested by the security team.

23 June 2026

Received an email stating that my account had been blocked again.

I still have not received my remaining funds and remain concerned about the status of my withdrawal request.

Additional Information

Throughout the period when my account was accessible, the account displayed my name as the account holder on the home page.

The balance and winnings shown in the account were displayed under my name.

At all times, the funds and winnings in question were reflected in my account balance and were visible within the Leon Bets platform.

I have screenshots showing my name on the account together with the balance/winnings displayed by Leon Bets.

Dear Casino Guru Team,

The player has failed the video verification procedure. Based on the results of the video verification, we are certain that the player did not use the account themselves and either sold the account to a third party or used their credentials to register the account without personally playing on it. Consequently, the remaining funds have been forfeited, and the account has been permanently locked.

Best regards,

Aleksandr

Leon Compliance Team

I strongly deny these allegations. I created the account myself, funded it with my own money, completed the verification process, and personally placed the bets. I have never sold my account or allowed anyone else to use it. I respectfully would like you to provide the specific evidence they are relying on to make such serious accusations, as I believe their conclusion is incorrect.

Dear Leon Casino Team,

Thank you for your response.

We acknowledge your statement that the player failed the video verification and that, based on its outcome, you concluded that the account was operated by a third party. However, as this resulted in the confiscation of the player's remaining balance, we kindly ask you to provide further clarification regarding the basis for this decision.

We understand that you may not be able to disclose all details of your internal fraud prevention procedures publicly. Nevertheless, could you please explain what led you to conclude that the player was not the genuine account holder? In particular, we would appreciate clarification as to whether this conclusion was based solely on the outcome of the video verification or whether it was supported by additional evidence gathered during your investigation.

If you are unable to share such information publicly, we would appreciate it if you could provide any relevant evidence confidentially via email at barbora.p@casino.guru for our independent review.

Thank you in advance for your cooperation. We look forward to your response.

We would like to ask the 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 may negatively affect its rating.

Dear Casino Guru Team,

Our conclusion was not based solely on the outcome of the video verification.

During the verification, the player was unable to answer basic questions regarding the activity on the account. We can also confidently state that the player was not truthful when answering several of our questions.

In addition, our internal investigation identified further concerning patterns related to the player's activity. While we are unable to disclose the specific details of our fraud prevention methods, we can confirm that the decision was based on the overall findings of our investigation rather than the video verification alone.

Based on all of the available evidence, we are fully confident that our conclusion is correct and that the measures taken in this case were justified and in accordance with our T&C.

Best regards,

Aleksandr

Leon Compliance Team

How was I not truthful? I answered every question that was asked. The security team asked me how much I was betting, and with the number of bets I placed, I couldn’t give exact amounts. My betting history has also been removed, so I had no way to check it. Every answer I gave was honest to the best of my knowledge.

At this point, all I want is my money. You haven’t even returned the deposits I made into my account. I don’t know what else I can provide. It’s my account, and I am the only person who has ever used it. Please review my case again and let me know what else you need so this can finally be resolved.

Dear Leon Casino Team,

Thank you for your response.

Before we proceed further, I would like to ask whether you would be willing to share the recording of the player's video verification with Casino Guru if the player explicitly agreed to it.

I completely understand that this is sensitive information, and we would only use it to independently review the circumstances of this complaint. The recording would remain confidential and would not be shared with the player or any third party.

If this is something you would be willing to do with the player's consent, I will ask the player to provide their authorization.

Thank you in advance for your reply.

We would like to ask the 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 may negatively affect its rating.

Dear Anthony4,

Unfortunately, we have not received the requested evidence from the casino within the provided timeframe.

The casino stated that its decision was based on the video verification and additional findings suggesting that the account was operated by another person. However, as the requested supporting evidence was not provided, we were unable to independently assess the basis of the casino's decision.

As we are unable to independently assess the casino's decision, we have no choice but to close this complaint as unresolved due to insufficient evidence from the casino. This will negatively affect the casino's rating.

I'm sorry we could not be of more help on this occasion. If the casino later provides the relevant evidence or decides to reconsider the case, the complaint may be reopened.