Leon Casino - Погашення балів лояльності гравця відкладено.

Hello, how are you?

I have 20,800.01 loyalty points, which can be exchanged for approximately 1,000 reais in cash or casino bonuses. However, I'm unable to redeem them at all. There's always an error, and every time I try to request help through chat, they say that the security team decided it should be this way. They never explain the reason. What can I do to redeem them? They only apologize every time, but never solve the problem. Can you help me?

Olá tudo bem?

tenho 20.800,01 pontos de fidelidade o qual da pra ser trocado por aproximadamente 1000 reais em dinheiro ou compra de bônus de cassino, porém não consigo resgatar de forma alguma, sempre da erro e todas as tentativas de solicitar ajuda no chat dizem que a equipe de segurança achou por bem fazer assim, nunca me explicam qual o motivo, oque posso fazer para resgatar, só lamentam sempre, mas não resolvem o problema, podem me ajudar?

Hello alexcatani99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Leon Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you ever claim those loyalty points in the past?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, how are you? Yes, my account was verified in December 2024 so that I could withdraw an amount of more than 15 thousand reais that I won on the platform, the withdrawal was successful, but my loyalty points were not the same, when I requested an exchange it gave an error, continuously, so unable to exchange my points I constantly contacted the chat for help, but without success, the information received is always the same, that due to the security team I do not have at the moment how to obtain my loyalty points or any bonus that the platform offers. When asked why they are unavailable so that I can somehow resolve it, they just say they're sorry. I just want to get my points, which I bought with real money.

Olá, tudo bem? Sim a minha conta foi verificada em dezembro de 2024 para que eu pudesse efetuar o saque de um valor de mais de 15 mil reais que ganhei na plataforma, o saque foi efetuado com sucesso, já os meus pontos de fidelidade não foi o mesmo, quando solicitei troca deu erro, continuamente, assim impossibilitado de trocar meus pontos entrava constantemente em contato com o chat para obter ajuda, porém sem sucesso, a informação recebida é sempre a mesma, que devido a equipe de segurança não tenho no momento como obter meus pontos de fidelidade e nem algum bônus que a plataforma ofereça. Quando indagados sobre o porque estar indisponível para que eu possa de alguma forma resolver, apenas respondem que lamentam. Eu só quero conseguir meus pontos os quais foram adquiridos com dinheiro real.

I just want you to sort out my situation.

Poxa vida, só quero que vocês resolvam minha situação..

Hello alexcatani99,

Please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Additionally, I would advise to always contact primary the e-mail support of the casino as live chat can mostly provide only a limited amount of information.

Awaiting your response.

Regards,

Nick

Dear alexcatani99,

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.

I've tried every possible way, without success, neither by chat nor by e-mail... I just wanted to redeem my points

Já tentei de todas as formas possíveis, sem êxito, nem pelo chat nem por e-mail.. só queria resgatar meus pontos

Hello alexcatani99,

Thank you for the e-mail provided. However, it does not contain the requested information - please forward the communication between you and the casino related to this case - their explanation of the situation.

Looking forward to hearing from you.

Regards,

Nick

Dear alexcatani99,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.