The player from Curaçao had deposited 20 euros and played for an hour before her account was blocked for a month due to a self-exclusion from another casino owned by the same company. She claimed she had not been informed about this prior to making the deposit and requested a refund, which had been denied. The player decided to mark the complaint as resolved.
Leon Casino - Player’s account has been closed without prior notice.
Resolved
Our verdict
Case closed
Amount: €20
Leon Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
Leon Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case summary
Discussion
Public
Public
6 days ago
Translation
I deposited 20 euros at the casino, played normally for 1 hour, and then they blocked my account for a month. Their response was that I had requested exclusion from another casino that they own, Twin.
I had no information about this and I can't know who owns each casino. While they let me deposit and play
I asked for a refund of the deposit and they refused. I think it is illegal and unfair. I SHOULD HAVE BEEN INFORMED AND NOT BE ABLE TO MAKE A DEPOSIT
Automatic translation:
Public
Public
5 days ago
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.
Public
Public
5 days ago
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.
- Is your account in the casino verified?
- How much was your balance in the casino at the time your account was blocked?
- Could you please share with me your communication with the casino regarding the justification for the block? Send emails or chat transcripts to my email at [email protected], 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
Public
Public
5 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear NIK_1973,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
