Leon Casino - Igrački račun je zatvoren nakon dobitaka.

Good afternoon,

I would like to file a complaint regarding my account nº [redacted] at Leon Casino.

I have been using this casino since October 16 and during this time I made thousands of deposits and several withdrawals without any issues. My account had always been verified and fully compliant with all the platform requirements.

However, on January 29, I placed a €10 bet with very high odds (850), which ended up winning. When I attempted to withdraw my winnings, I was suddenly asked to provide multiple additional documents, despite my account already being verified.

I submitted every requested document correctly and even completed a video verification call successfully, with no issues reported during the process. Despite this, later that same day I received an email stating that my account had been permanently blocked for alleged "fraud", without any clear explanation, evidence, or details regarding these accusations.

After this winning bet, a few days later I continued playing in the casino section, opening bonuses and continuing to use my account normally. During this time, I managed to increase my balance to approximately €11,500. However, when I attempted to withdraw these funds, I discovered that withdrawals were no longer possible due to the account restriction.

I have never committed any fraudulent activity. I simply placed legitimate bets and played normally on the platform. I find it extremely unfair and suspicious that after winning significant amounts, my account was suddenly blocked without transparency or a proper justification.

Additionally, support informed me of the following:

"At this moment, you can only deposit the remaining amount needed to reach 30 EUR in order to withdraw the 9.50 EUR."

They also stated:

"You will not be able to open any more accounts. Any new account opened will be blocked and the funds retained."

I consider this situation completely unacceptable, especially after fully cooperating with all verification procedures requested by the casino.

I kindly request that this case be urgently reviewed, that my account be restored, and that my funds and account history be returned. Otherwise, I will proceed with formal complaints to the appropriate consumer protection and gambling regulatory authorities, providing all evidence and communications related to this case.

I look forward to a fair and transparent resolution.

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Dear rafasanchs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino.

To better understand the specifics of your situation and to assist you effectively, could you please provide answers to the following questions?

• How much did you win from placing the €10 bet? Please name the game and the genre (eg. slots, live games or sports) you won the bet.
• Could you please provide the exact date when you managed to increase your balance to approximately €11,500?
• What was the exact date when you received an email stating that your account had been permanently blocked for alleged "fraud"
• Could you provide us with a copy of the email or messages you received regarding your account being blocked for "fraud"? Please post it here or send it to jean.s@caisno.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue.

Best regards,

Jean

The bet where I won €8,500 was a multiple bet (boost +9%) with the ID [redacted] on football Europa League matches, I bet everything on pre-game betting, and the games were the following:

Celtic FC vs FC Utrecht → Celtic to win

FC Midtjylland vs GNK Dinamo Zagreb → FC Midtjylland to win

FC Porto vs Rangers FC → FC Porto to win

Lille OSC vs SC Freiburg → Lille OSC to win

Maccabi Tel Aviv FC vs Bologna FC 1909 → Bologna FC 1909 to win

Real Betis vs Feyenoord → Over 2.5 goals

KRC Genk vs Malmö FF → KRC Genk to win

Olympique Lyonnais vs PAOK FC → Both teams to score in the first half + Lyon to win or draw

Panathinaikos vs AS Roma → Both teams to score

Ludogorets vs Nice → Ludogorets to win

Sturm Graz vs Brann → Sturm Graz to win

When I managed to reach €11,500, it was on February 2nd, 2026.

I received the email saying that my account had been blocked on February 4th, 2026.

Attached, I am sending the email they sent me and my bet.

On 29 February, I made a €10 deposit on the LeonBet platform and subsequently placed a bet with an approximate odd of 850 at around 11:28. The bet was successful, resulting in a significant balance in my account.

Following the win, I requested withdrawals, which remained in a "pending" status until 30 February, without any clear or objective justification being provided for the delay.

On 30 February, I was contacted by the casino and requested to submit verification documents as part of the KYC procedure, including my identification document, proof of address/bank statements, and a photograph showing my face, my ID document, and the name "LeonBet" along with the current date. I duly submitted all requested documents, which were accepted without any indication of issues.

After this, I attempted again to withdraw my funds, but the withdrawal remained pending. Approximately one day later, I was informed that I was required to complete a verification video call, which was conducted in English, despite the fact that I am Portuguese and do not have full proficiency in the language. Nevertheless, I cooperated and answered the questions to the best of my ability.

Approximately 2 to 3 hours after completing the video verification, I received a message from the casino informing me that my account would be closed/blocked, without any concrete reason, evidence, or specific explanation being provided. The only justification given was a general reference to an alleged breach of the Terms and Conditions, which I have reviewed and do not believe I have violated in any way.

It is also important to highlight that after I won the bet and achieved the winnings, my account history was removed or made inaccessible, and I was informed that my account was "under review." No further clarification was provided regarding this action.

Furthermore, when my balance reached approximately €11,500, while I was still using the account normally, access was suddenly restricted, ultimately resulting in a full account block, again without any clear justification or supporting evidence of wrongdoing.

Given the above, I believe that the closure of my account and the withholding of my funds were carried out in an arbitrary manner, without transparency, and without any clear or substantiated evidence of a breach of the Terms and Conditions on my part.

Dear rafasanchs,

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified, we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.

Unfortunately, after gathering all the necessary information we are forced to close this complaint. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with casino gaming. We will try our best to help.

Best regards,

Jean