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I played in this casino bet. Only big categories nothing strange football and when I made a withdrawal they wanted in addition to the paper that I sent them they also wanted a video call interview. I did the interview I answered all their questions correctly but then they sent me a message that I would not receive my money in the account.

επαιξα σε αυτο το καζινο στοιχημα. Μονο μεγαλες κατηγοριες τιποτα περιεργο ποδοσφαιρο και οταν εκανα αναληψη θελανε εκτος απο χαρτουρα που τους την εστειλα θελανε και βιντεοκληση συνεντευξη. εκανα την συνεντευξη απαντησα σωστα σε ολες τις ερωτησεις τους αλλα μετα μου στειλανε μηνυμα οτι δεν θα παρω τα χρηματα μου στον λογαριασμο.

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Dear lalaland42,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you no longer have access to your account? If so, was your account blocked directly after the verification call?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Good evening and thank you for your interest and help.

1. I played sports betting for sure 99% (I'm not sure if I played a little casino when I had pre-opened it without profit). It was in sports betting (football) that I won the money, which I don't remember exactly how much, about 4500 euros. I only played major leagues and not minor leagues that someone could claim something strange.
2. That's right, I don't have access to the account which was locked immediately after the video call interview where he wanted to see my place if I was alone etc. which I was and with a police or detective attitude. However, even so, he didn't find any problem in the whole process.
3. I collected them without bonuses.

Καλησπέρα σας και ευχαριστώ για το ενδιαφέρον και την βοήθεια σας.

1. Έπαιξα αθλητικά στοιχήματα σίγουρα κατα 99% (δεν ειμαι σίγουρη αν έπαιξα λίγο καζίνο όταν το είχα προτοανοίξει χώρις κέρδος) . Στα αθλητικά στοιχήματα (ποδόσφαιρο) είναι που κ΄έρδισα τα χρήματα τα οποία πόσα ήταν ακριβώς δεν το ΄θυμάμαι περίπου 4500 ευρώ. Έπαιξα μόνο μεγάλες λίγκες όπως και όχι μικρά πρωταθλήματα που θα μπορούσε κάποιος να ισχυριστεί κάτι περίεργο.
2. Σωστά, δεν έχω πρόσβαση στον λογαριασμό ο οποίος κλειδώθηκε αμέσως μετά την συνέντευξη με βιντεοκλήση όπου ήθελε να δει τον ΄χώρο μου αν είμαι μόνη κτλ τα οποία και ήμουν και με ύφος σαν να είναι αστυνομία ή ντετέκτιβ. Πάντως ακόμη και έτσι δεν βρήκε κάποιο πρόβλημα σε όλη την διαδικασία.
3. Τα συγκέντρωσα χωρίς μπόνους.

Dear lalaland42,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear lalaland42,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear lalaland42,

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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

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.

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,

We were unable to locate any player account associated with the email address provided.

Based on the screenshots submitted with the complaint, it appears that the incident in question occurred about a year ago (March 2025). At that time, the brand was operating under a different ownership and license.

As a result, we unfortunately do not have access to the relevant records from that period and are therefore unable to investigate the matter further.

If the player has any additional information or believes the issue may relate to activity under the current ownership, we would be happy to review it.

Best regards,

Leon Compliance Team

Dear Leon Casino Team,

Thank you for your response and clarification.

Dear lalaland42,

According to the casino representative, they were unable to locate any player account associated with the email address provided. Additionally, the casino indicated that the situation may have occurred around March 2025, when the brand was operating under different ownership and licensing, which limits their ability to access historical records.

Could you please confirm the email address that was registered with your casino account? If possible, kindly provide any additional details that may help identify the account, such as:

• Username or player ID
• Alternative email addresses that may have been used
• Approximate dates of your activity
• Any further communication with the casino from that time

This information may help the casino review the matter more thoroughly.

Thank you in advance for your cooperation.