Leon Casino - Conto del giocatore congelato a causa di restrizioni sulla posizione.

I encountered an issue with this casino. I registered while in France and two weeks later, while on vacation in Italy, I continued to play, unaware of the casino's restrictions in Italy. My account was blocked as soon as I attempted to withdraw funds. Inside, I had €1600, not just loose change. They informed me that it's illegal to play from Italy, yet they allowed me to make multiple deposits without any issues. Moreover, I created my account in France and even verified it - they confirmed everything was fine.

Ho avuto un problema con questo casinò, mi sono registrato in francia e dopo 2 settimane sono sceso in Italia per le ferie, ho continuato a giocare non sapendo delle restrizioni in Italia di questo casino e mi hanno bloccato l'account appena ho provato a prelevare, dentro avevo 1600 euro non spicci e detto questo mi hanno detto che è illegale giocare dall italia però mi hanno fatto depositare più volte senza problemi e soprattutto io l'account l'ho creato in francia ho anche verificato il mio account e mi avevano detto che andava bene

Dear talianiandrea2,

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.

• Can you please inform us of your permanent residence?
• Did you specify your country of residence during the registration process?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

So as soon as I registered, obviously he asked me for all my personal information and I obviously put away Italian residence since I live in France but in my document the residence is still Italian, so I put that. But I can prove my French residence with my pay slip because it's all written there, they're scamming me, they think I used a VPN but that's not the case, I just entered the site from Italy not knowing about the restrictions which then says it's only prohibited recording but not playing. Having said that they also let me play without problems and deposit from Italy and whenever I am

Allora appena registrato ovviamente mi ha chiesto tutte le mie informazioni personali ed io ovviamente ho messo via residenza italiana poiché vivo in francia ma nel mio documento la residenza è ancora italiana, e quindi ho messo quella. Però posso dimostrare con busta paga la mia residenza francese perché ci sta tutto scritto mi stanno truffando pensano che io ho usato un vpn ma non è così, sono solo entrato dentro il sito dall'italia non sapendo della restrizioni che poi dice che è vietata solo la registrazione ma non il gioco. Detto questo mi hanno anche fatto giocare senza problemi e depositare dall italia e quando sono

I can also prove my residence in France since I pay rent, I have a pay slip where it says that I live in Paris, and my IBAN is also written there, in a few words everything is written there

Posso anche dimostrare la mia residenza in francia poiché pago un affitto ho una busta paga dove ci sta scritto che abito a parigi, e ci sta anche scritto il mio iban in poche parole ci sta scritto tutto

Furthermore, I wrote back in the support chat and they are really ripping me off in terms of conditions of use, registration in France is legal but in the chat they send me the identical paragraph but changed with France also as a country of illegal registration when this is not the case I have a screenshot of the same paragraph where France doesn't fit! They think I'm circumventing the system, so they don't listen to me, I don't know what to do

In più ho riscritto nella chat dell'assistenza e mi stanno proprio fregando nei termini di condizione d'uso la registrazione in francia è legale ma nella chat mi girano il paragrafo identico ma cambiato con la francia anche come paese di registrazione illegale quando non è così ho lo screen dello stesso paragrafo dove la francia non ci sta! Loro pensano che sto aggirando il sistema per questo non mi danno retta non so come fare

I have another piece of news, they always change the reason and say that I don't understand my situation, but I want exhaustive explanations, no, they send me screenshots of the conditions of use that I don't know understand anything.

Ho un altra novità mi cambiano sempre il motivo e dicono che non ho capito la mia situazione, ma io voglio delle spiegazioni esaustive no che mi girano screen delle condizioni di uso che non so capisce nulla

Sorry but I have another piece of news, they told me that I uploaded my Italian documents but the registration was done in France so I don't see where the problem is, I entered the data of my Italian document because otherwise I would change to the residence I have here in France it was false documentation since my document is Italian, they were making me believe that the registration was also illegal in France and they changed the general conditions in the email they sent, they are scamming me especially because to freeze my funds the only what was it if I bypassed the system with vpn, you should help me you are the only ones who could do it thanks

Scusate ma ho un altra novità, mi hanno detto che ho caricato i miei documenti italiani però la registrazione è stata fatta in francia quindi non vedo dove sia il problema, ho messo i dati del mio documento italiano perché sennò se cambiavo con la residenza che ho qui in francia era falsa documentazione visto che il mio documento è italiano, mi stavano facendo credere che la registrazione era illegale anche in francia e cambiavano le condizioni generali nell'email che mandavano, mi stanno truffando soprattutto perché per congelare i miei fondi l'unica cosa era se aggiravo il sistema con vpn, mi dovreste aiutare siete gli unici che potrebbero farlo grazie

Hi talianiandrea2,

Thank you very much, talianiandrea2, for providing all the necessary information. A truly intriguing case, indeed. I attempted to register an account from both countries. When accessing the website from France, I was given the option to select France as my country. However, when accessing it from Italy, only an email address and password were required. Notably, there were no IP blocks for either country. France is categorized in the terms and conditions as a "Regulated territory," while Italy falls under "Not allowed Territories." The specific distinction between the two remains unclear to me.

Nonetheless, if the casino doesn't actively prevent players from these countries during registration, allows them to register, and only confiscates winnings upon withdrawal requests, that is undeniably unacceptable.

France:

Italy:

I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi talianiandrea2,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Leon Casino to join this conversation and share more information regarding the case.

Can you please explain the player's situation in more detail from your point of view?

Thank you.

Best regards,

Tomas

Casino.Guru

Of course I'll explain everything to you.. I opened my account from France since I live here for work.. I start playing and okay I say not a bad casino, since it was Christmas I went to Italy for the holidays and I continue to play and above all to deposit from Italy until I manage to win a nice sum and so I make a withdrawal, they ask me to verify the account, I thought I had already verified it as soon as I opened it but oh well I send the documents with the selfie and they tell me ok documents verified as soon as I try to withdraw poof magically my account was blocked and drained of my money for alleged fraud since my IP was Italian and for them I was trying to circumvent the system with a VPN and therefore they gave me fraud and the consequence was that I found my account blocked and I could no longer log in. I write to support and they tell me that they can't do anything to ensure that I can withdraw my winnings, the only thing I could do was withdraw the money that I had deposited in the previous days with a 5% commission i.e. 280 euros on €2000 a real scam! Because it is well written in the terms and conditions of use that they have the possibility of closing an account only if the registration is done in an illegal country or if you circumvent the system with a VPN, no, if I play in Italy I will be excluded and blocked!

certo vi spiego tutto.. ho aperto il mio account dalla francia visto che abito qui per lavoro.. inizio a giocare e vabbe dico non male come casino, visto che era natale sono sceso in Italia per le vacanze e continuo a giocarci e soprattutto a depositare dall'italia finché non riesco a vincere una bella somma e così faccio un prelievo, mi chiedono di verificare l'account, pensavo di averlo già verificato appena ho aperto però vabbe mando i documenti con il selfie e mi dicono ok documenti verificati non appena provo a prelevare puff magicamente il mio account è stato bloccato e prosciugato dei miei soldi per presunta frode visto che il mio IP risultava italiano e per loro stavo provando ad aggirare il sistema con un vpn e quindi mi hanno dato frode e la conseguenza è stata che mi sono ritrovato l'account bloccato e non potevo più entrare. Scrivo in assistenza e mi dicono che non possono fare nulla per far sì che possa prelevare la mia vincita, l'unica cosa che potevo fare era prelevare i soldi che avevo depositato nei giorni precedenti con una commissione del 5% cioè 280 euro su 2000€ una truffa vera e propria! Perché sui termini e condizioni di utilizzo ci sta ben scritto che hanno la possibilità di chiudere un account solo se la registrazione viene fatta in un paese illegale o se aggiri il sistema con un vpn no che se gioco in italia vengo escluso e bloccato!

Hello Casino Guru team,

After reviewing the case with my team, it's evident that the client's account was locked because they didn't provide the necessary proof of permanent residency in France, which was necessary to complete verification process and prove that the account wasn't registered with the violation of our Terms. Interestingly, the client chose France as their home country but also specified their address in Rome, Italy.

We've decided to offer the client another shot at proving their residency in France. We reached out to them with this request last Friday and are looking forward to their response.

Best regards,

Alexander

LeonGaming Compliance Officer

Hi, I sent all the required documents and the proof of residence that you requested, and then you unblocked my account! But the funds you took from me when you closed my account are still not there! I am also waiting for a response from you

Salve, ho mandato tutti i documenti richiesti e la prova di residenza che mi avete richiesto, e dopodiché mi avete sbloccato l'account! Ma i fondi che mi avete prelevato quando avete chiuso il mio account ancora non ci sono! inoltre sto aspettando una risposta da voi

Good morning, after I have already sent the documents for residency verification and they have unlocked my account so it's real! They asked me today for another document that provides proof of residence but dated 2024, there's no problem but I have to wait until the end of the month and it seems absurd to me that after they unblocked the account after so many checks they won't give me my money back

Buongiorno dopo che ho già inviato i documenti per la verifica della residenza e appunto mi hanno sbloccato il mio account quindi è reale! Mi hanno chiesto oggi un altro documento che fornisca la prova di residenza ma datata 2024, non cè problema ma devo aspettare la fine del mese e mi sembra assurdo che dopo che mo hanno sbloccato l'account dopo tante verifiche non mi ridanno i miei soldi

Dear talianiandrea2,

I understand that this situation might be frustrating. However, it is crucial to work together with the casino in order to achieve positive outcomes. Therefore, I will now extend the timer to the 1st of February and await your confirmation regarding the submission of the requested document to the casino.

Thank you.

Hi, I still haven't received the January document and I hope it arrives tomorrow. If it doesn't arrive, could you extend the discussion by a few days?

Salve ancora non mi è arrivato il documento di gennaio e spero arrivi domani.. in caso non arrivi potreste estendere di qualche giorno la discussione

As I haven't said... I received the requested document and consequently I sent it to the casino, let's see if we can have a happy ending, thanks again casinoguru

Come non detto.. mi è arrivato il documento richiesto e di conseguenza l'ho mandato al casino vediamo se riusciamo ad avere un lieto fine, grazie ancora casinoguru

I sent all the documents and they told me that they checked and that everything is ok but they still haven't credited me the money they took from me without consent

Ho mandato tutti i documenti e mi hanno detto che hanno verificato e che sia tutto ok ma ancora non mi hanno accreditato i soldi che mi hanno prelevato senza consenso

I don't understand if now they will finally credit me my money, I kindly ask for a response from Casino Leon

Non capisco se ora finalmente mi riaccrediteranno i miei soldi chiedo gentilmente una risposta da parte del casino leon

Good morning, could you answer me, I don't understand if they will give me back my money that they took from me without permission!

Buongiorno potreste rispondermi, non capisco se mi ridanno i miei soldi che mi hanno levato senza permesso!

Dear Leon Casino,

Can you please provide an update on the player verification? Are they now able to proceed to withdrawal?

Thank you.

Hi Thomas, here they still don't let me know anything, I sent 3 documents that they asked me for 4 days now and they only told me that they verified my account but without crediting me the money or at least telling me something about it, such an attitude is unacceptable towards one of their customers, if everything is ok I don't understand why they still haven't credited me the money they took from me and above all on the verification email it was written that after verifying the account I could get my money back but they disappeared !

Ciao thomas qui ancora non mi fanno sapere nulla ho mandato 3 documenti che mi hanno richiesto già ormai da 4 giorni e mi hanno solo detto che hanno verificato il mio account ma senza accreditarmi i soldi o perlomeno dirmi qualcosa a riguardo è inammissibile un atteggiamento del genere nei confronti di un loro cliente, se è tutto ok non capisco perché ancora non mi hanno accreditato i soldi che mi hanno levato e soprattutto sull'email di verifica ci stava scritto che dopo la verifica dell'account potevo riavere i miei soldi ma sono spariti!

Good evening they finally credited me the money they took from me for no real reason thank you very much casino guru without you I would never have done it, you are truly unique an epic dedication to work thank you thank you thank you... casino leon thanks also to you who understood me, even if I had to wait 1 month

Buonasera finalmente mi hanno accreditato i soldi che mi avevano prelevato senza un vero motivo grazie mille casino guru senza voi non c'è l'avrei mai fatta, veramente siete unici una dedizione al lavoro epica grazie grazie grazie... casino leon grazie anche a voi che mi avete capito, anche se ho dovuto aspettare 1 mese

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, talianiandrea2, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Tomas

Casino.Guru

We’ve reopened this complaint at the request of talianiandrea2. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I managed to withdraw sorry and thanks again for your help

Sono riuscito a prelevare scusate e grazie mille ancora dell'aiuto

Dear talianiandrea2,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru