Leon Casino - Рахунок гравця закрито, а виграш конфісковано.

Hello Casino Guru Team,

I am submitting this complaint against Leon Casino (operated by Jade Reef Ventures Corp., licensed under Anjouan Gaming, License ALSI-202410001-FI1).

I currently have €3,500 withheld by the casino, and my account has been permanently blocked without justification, even after I completed all requested verification steps.

I made several deposits at Leon Casino, mainly via Skrill, and a few via MB Way (through my Santander account). My total deposits exceed €2,000. After wagering normally, I requested a withdrawal of around €2,000. The casino asked for verification documents — ID, selfie with ID and handwritten note, Skrill statement, and later a bank statement for MB Way deposits — which I provided immediately.

They then required a video call verification, which I successfully completed on June 5th, 2025. However, less than an hour later, Leon Casino closed my account. They claimed that I had "more withdrawals than deposits" and that, in such cases, they have the right to withhold 5% of deposits and block further withdrawals. This claim is false — I actually deposited more than I withdrew, and I have proof of this via my Skrill transaction history.

After several emails, they confirmed that my account was permanently blocked and that no funds would be returned, even though my deposits were legitimate and verified.

I contacted the Anjouan Gaming regulator on June 10th, 2025, sending all documentation and follow-ups, but I have never received a reply from them.

This situation is completely unfair and violates basic consumer protection and responsible gaming principles. Leon Casino has withheld legitimate funds without justification, despite my full cooperation and transparent verification.

Attached evidence includes:

– Full email correspondence with Leon Casino

– Screenshots of the closure notice and chat logs

– Proof of transactions

– My original complaint and follow-ups to Anjouan Gaming

I kindly request Casino Guru’s assistance in mediating this case and ensuring the casino returns my legitimate funds.

Thank you for your help and professionalism.

Best regards,

João V.

Email: [hidden by Casino Guru]

Phone: +351 [hidden by Casino Guru]

Leon Casino Account ID: [hidden by Casino Guru]

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports only?
• Could you please describe in more detail the verification call you had with the casino representative? What kind of questions were you asked?
• Was there any issue with your identity documents?
• Could you please explain the problem with your deposits made via MB Way? How many deposits did you make using this payment method? Have you been able to prove that you are the owner of this payment method and that all payments sent to the casino belong to you, not a third party?

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

Best regards,

Veronika

Good morning!

To answer your questions:

• I only made sports bets, and casino bets (blackjack, roulette and slots, in this case only sugar rush/sugar rush 1000). I've never used bonus money and everything I've played has been with my own real money.
• Basically it was at a meeting they invited me to, with a camera on, and they didn't allow me to have Leon's website open. They asked me what kind of bets I used to make, my biggest bet, what sports I had bet on, what I had played in the casino, they also asked me how I accessed x part of the site to place bets, etc. When it came to betting and all that, I was able to clearly answer what I had bet on, the biggest winnings and so on, but when it came to asking specific questions about where things were on the site, there were a few things that I possibly answered wrong because I didn't really have access to the site and I think it's normal not to know where each section is to play...
• Not at first, and I even made withdrawals when I checked these documents. Only at the end did they ask for a photo of me with my CC and I always sent everything they asked for, as you can see from the emails I exchanged with them. I feel that they were always trying to find a problem when I had around €3500 to withdraw and after several procedures and always trying to send everything they asked for (I never refused to send anything and always sent everything), they blocked the account on suspicion of fraud.
• The question of Mb Way deposits I can explain better, of course. I don't know how many deposits I made by Mb Way, but there must have been a few, although the highest amounts were by Skrill, as you can see from the statements. I sent my bank account statement proving transactions to Leon Bet, and it's from my bank account, it says my name, everything. And after I sent it and they thought it wasn't enough, they asked for further verification, which you can see in the emails we exchanged.

Just to highlight one more thing, I spoke to their chat actively, when I received the result of that video call with a person who works at Leon to verify that it was me, that it was negative and that they were going to close the account, they claimed that it was due to fraud and that this verification by video call was not accepted (I said everything correctly, and everything went well, I don't know how they rejected it).

Then I spoke to the chat, as you can also see attached to the main conversation, and they said there was no turning back and that they weren't even going to return the funds. This was because I had made more withdrawals than deposits (which is a lie). I made withdrawal requests that I sometimes canceled in order to play again, only if they counted on those. Which still doesn't make sense, because what sense does it make to count withdrawals that the user himself canceled in order to play more of that money?

I made more deposits than withdrawals and it's clear from the transactions shown. Even so, they claimed that this hadn't happened and so they didn't even return the money.

I was no longer sad to receive only the money deposited, but I obviously deserved to receive the full amount. I know that I deposited more than €2000 from my wallet, and since June I've been without that amount and blocked from their house.

Bom dia!

Respondendo às perguntas:

• Apenas fiz apostas desportivas, e apostas de casino (blackjack, roleta e slots, neste caso apenas a sugar rush/sugar rush 1000). Nunca usufrui de dinheiro de bónus e tudo o que eu joguei foi através de saldo real meu.
• Basicamente foi numa meeting que me convidaram, com camera ligada e não permitiram que tivesse o site da Leon aberto. Perguntaram que tipo de apostas costumava fazer, a minha maior aposta, em que desportos tinha apostado, no casino o que joguei, perguntaram também como é que acedia a x parte do site para fazer apostas, etc. Na parte das apostas e isso tudo soube responder claramente o que tinha apostado, maiores ganhos e assim, mas na parte em que perguntaram coisas especificas de onde ficava x coisa no site houve algumas coisas que possivelmente respondi mal porque realmente nao tinha acesso ao site e acho normal nao saber decor onde está cada secçao para jogar…
• No inicio não, e cheguei a fazer levantamentos quando verifiquei esses documentos. Apenas no final pediram foto minha com o CC e enviei sempre tudo o que pediram tal como pode verificar nos emails que troquei com eles. Sinto que tentaram arranjar sempre algum problema quando tinha para levantar cerca de 3500€ e depois de vários procedimentos e de tentar sempre mandar tudo o que pediram (nunca rejeitei enviar nada e enviei sempre tudo), eles bloquearam a conta por suspeita de fraude.
• A questão dos depósitos Mb Way posso explicar melhor, claro. Não sei quantos depósitos ao certo fiz por Mb Way, mas devem ter sido alguns embora os valores mais altos foram por skrill, tal como podem ver nos extratos. Eu enviei o extrato da minha conta bancária que comprovava transaçoes para a Leon Bet, e é da minha conta bancária, dizia o meu nome, tudo. E depois de ter enviado e eles acharam que não era suficiente, pediram mais verificaçoes que pode verificar nos emails trocados.

Só de realçar mais uma coisa, eu falei com o chat deles ativamente, quando recebi o resultado daquela video chamada com uma pessoa que trabalha na Leon para verificar que era eu mesmo, que foi negativo e que iriam encerrar a conta, eles alegaram que foi por fraude e que nao foi aceite essa verificacao por video chamada (eu disse tudo direitinho, e correu tudo bem, nao sei como rejeitaram).

Depois eu falei com o chat como pode ver tambem anexado na conversa principal, disseram que nao havia volta a dar e que nem iam devolver os fundos. Isto porque eu tinha feito mais levantamentos que depositos (o que é mentira). Eu fiz pedidos de levantamento que às vezes cancelava para voltar a jogar, só se eles contaram com esses. O que mesmo assim não faz sentido, porque que sentido faz contabilizar levantamentos que o proprio utilizador cancelou para jogar mais esse dinheiro?

Eu fiz mais depósitos que levantamentos e é claro através das transacoes demonstradas. Mesmo assim eles alegaram que isso nao tinha acontecido e entao nem o dinheiro devolveram.

Eu já nao ficava triste em receber apenas o dinheiro depositado, mas merecia receber o total como é obvio. Sei que depositei mais de 2000€ da minha carteira, e desde junho estou sem esse montante e bloqueado da casa deles.

Just to clarify something it says in the summary. They justified it by saying it was because of suspected fraud, but yes, I completed all the checks they asked me to and they still rejected it. I literally sent the Citizen Card, took a selfie with the Citizen Card and a piece of paper saying Leon, did the verification step with one of their support people, and they still rejected it. I don't know what the doubt and suspicion of fraud is, I did everything correctly.

Regarding the deposits, yes, they claimed that I made more withdrawals than deposits, which is not true.

By Mb way I made a few deposits and sent the bank account statement, yet they said I made more withdrawals than deposits (even if I had, what would be the problem?).

If you have any questions, I'd be happy to help.

By the way, I remember that I had around €3500, which is a very approximate figure, because I can't really say precisely since they don't even allow me to log in. But I know I had around €3500 to withdraw.

Só para esclarecer uma coisa que diz no resumo. Eles justificaram a dizer que foi por suspeita de fraude, mas sim, conclui todas as verificações que me pediram e mesmo assim rejeitaram. Literalmente mandei o Cartao de cidadao, tirei selfie com o Cartao de cidadão e um papel a dizer Leon, fiz o passo da verificacao com uma pessoa do suporte deles, e mesmo assim eles rejeitaram. Nao sei qual é a duvida e a suspeita de fraude, fiz tudo correto.

Sobre os depósitos sim, eles alegaram que fiz mais levantamentos que depósitos, o que nao é verdade.

Por Mb way fiz poucos depósitos e enviei o extrato da conta bancária, mesmo assim disseram que fiz mais levantamentos que depósitos (mesmo que tivesse feito qual seria o problema?).

Alguma questão que possa esclarecer terei todo o gosto em ajudar.

Já agora, eu lembro me que tinha perto de 3500€, é um valor muito aproximado, porque na realidade nao consigo dizer com precisão sendo que eles nao me permitem fazer log in sequer. Mas sei que tinha cerca de 3500€ para levantar.

Thank you very much, jpvieira19, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) 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.

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.

I am writing to formally clarify that my case is not limited to sports betting. I have spent a substantial amount of money on casino games, particularly Sugar Rush (slot) and Blackjack, in addition to some sports bets.

My account was blocked without a valid or transparent reason, and despite contacting the regulator by email, I received no response whatsoever.

At the very least, I expect the return of the funds I deposited, totaling approximately €2,000, which represent real, verified money that I personally added to my account. The total balance affected is around €3,500, but I am primarily requesting that my deposited amount be refunded.

I find this situation highly unreasonable and unacceptable, and I urge a fair review of my case. I am prepared to provide any additional information or proof of deposits if necessary.

Hello jpvieira19,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Leon Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why did the player fail the verification call? Can you send us any evidence pertaining to the mentioned suspicions? Also, what exactly does the casino mean by the player making more withdrawals than deposits? Can you please specify why is this an issue?

Thank you in advance for providing us with your view of the situation. Since the evidence is most likely confidential, please send it to [email protected].

I would like to remember that my account was already verified. After having more money to withdraw they started including more verification methods, which I did all of them.

After a lot of verifications they said they would make a last verification step which was a video verification, where I told everything right, showing who I am, that is clearly me. They didn't even said why I didn't passed that verification. They told I couldn't have their website opened and started asking where on the site I needed to click to go to casino, to go to sports bet. Of course they asked my biggest win and etc, which I responded of course with the correct information because I remembered well, and I still didn't pass that verification.

After that I told that the money I had there, at least the amount I deposited, I had the right to have that money, and they told I had more withdraws than deposits, which is not true and they didn't support that information, just told me that and blocked my account with my funds there.

Inicialy they told that I had to do in my leon account, that request to get the funds blocked.

But after that I said that my account was blocked I couldn't log in and they justified with that reason of deposits and withdraws ( I told them that I had a lot of withdraws canceled by me and that I played again mainly in casino, so that shouldn't count). At least I think a withdraw is when it is completed and go to my bank account. This is really unfair and I hope i can get my money back, at least what I deposited, because I won more money and they decided to flag my account for no reason, when i had already passed the verification.

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,

The player failed the video verification procedure. Based on the player’s responses, our Security Department concluded that the account was not being used by the player and had been sold or transferred to a third party, which is prohibited and considered fraud. The account has been blocked and all remaining funds have been forfeited.

Best regards,

Leon Compliance Team

Dear casino representative,

thank you for your response. Is it possible for you to send us the recording of the call? Alternatively, can you present us with more exact evidence regarding the breaches? As this evidence is confidential, please send it to [email protected]

Hello Martin,

Hello Casino Guru team,

Thank you for following up and for the opportunity to clarify the situation again.

Regarding Leon Casino's response, I totally reject the claim that my account was "sold or transferred to a third party". This claim is false, unfounded and has no factual basis.

Throughout the use of the account, I was the sole user and holder, making all deposits and playing exclusively with real money from my own wallets (Skrill and Santander bank account). Even about the devices I used, I was very clear about which ones I used. The only time I accessed the casino in a place other than Portugal and close to my region was in France, when I went on a trip and that's where I sent the photo saying Leon and the date, etc. It's very unfair what's happening.

The video verification was completed with complete transparency:

• I showed my ID and took the selfie requested,
• I answered clearly about the bets placed, games played and winnings made,
• I only had some difficulty indicating the exact location of certain sections of the site, because the verification itself prevented access to the site during the call.

This limitation was created by the casino itself and does not represent any legitimate reason to conclude that the account "belonged to a third party".

Furthermore, at no point has Leon Casino provided any concrete evidence to justify this serious accusation - only a general allegation, with no documentation, no recording and no objective explanation.

I also reiterate that all KYC verification documents have been submitted and accepted at previous stages, and I had even made successful withdrawals before this sudden and baseless block.

I therefore ask that

• The casino provide concrete evidence to support the allegation of misuse of the account;
• A full refund of the funds withheld, at least the total amount deposited (~€2,000), which are my proven and verified funds.
• The deposits are 100% legitimate, and if they come out of my account as in the statements I sent, at least that money shouldn't be lost, I deposited it and it would be very unfair to lose it all. If they want to be fair, let them pay all the money I had there.

Thank you in advance for your attention and for the continuity of fair and impartial mediation.

Sincerely,

João /edited by Casino guru/

Olá Martin,

Olá equipe do Casino Guru,

Agradeço o acompanhamento e a oportunidade de esclarecer novamente a situação.

Em relação à resposta do Leon Casino, rejeito totalmente a alegação de que a minha conta foi "vendida ou transferida para terceiros". Essa afirmação é falsa, infundada e não tem qualquer base factual.

Durante toda a utilização da conta, fui eu o único utilizador e titular, tendo realizado todos os depósitos e jogado exclusivamente com saldo real proveniente das minhas próprias carteiras (Skrill e conta bancária Santander). Mesmo sobre os dispositivos utilizados, fui bem claro em quais usei. A única vez que acedi ao casino num local que não Portugal e perto da minha região foi na França, quando fui de viagem a foi lá que enviei a foto a dizer Leon e a data, etc. É muito injusto o que está a acontecer.

A verificação por vídeo foi concluída com total transparência:

• Mostrei o meu documento de identidade e fiz a selfie solicitada,
• Respondi com clareza sobre as apostas feitas, jogos jogados e ganhos obtidos,
• Apenas tive alguma dificuldade em indicar a localização exata de certas secções do site, porque a própria verificação impediu o acesso ao site durante a chamada.

Essa limitação foi criada pelo próprio casino e não representa qualquer motivo legítimo para concluir que a conta "pertencia a terceiros".

Além disso, em nenhum momento o Leon Casino apresentou qualquer prova concreta que justifique essa acusação grave — apenas uma alegação genérica, sem documentação, sem gravação e sem explicação objetiva.

Reitero também que todos os documentos de verificação KYC foram enviados e aceites em etapas anteriores, e inclusive já havia efetuado levantamentos com sucesso antes deste bloqueio repentino e sem fundamento.

Peço, portanto, que:

• O casino apresente evidências concretas que sustentem a alegação de uso indevido da conta;
• Seja determinado o reembolso integral dos fundos retidos, no mínimo o valor total depositado (~2.000 €), que são recursos comprovadamente meus e verificados.
• Os depósitos são 100% legítimos, e a sair da minha conta como nos extratos que enviei, pelo menos esse dinheiro não deveria perder, fui eu a depositar e seria mesmo muito injusto ficar sem isso tudo. Se eles quiserem ser justos, que paguem o dinheiro todo que tinha lá.

Agradeço desde já pela atenção e pela continuidade da mediação justa e imparcial.

Atenciosamente,

João /edited by Casino guru/

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,

The Company has already responded to your initial inquiry and our position remains final. We will not be providing any further documentation or engaging in additional correspondence on this matter.

Under the Anjouan licensing framework, we are obliged to follow the established complaints procedure: all complaints must first be addressed directly with the operator, and only then may the regulator determine whether to escalate through an accredited ADR. In line with these obligations, we therefore consider this matter fully addressed.

Should a valid request be received from the competent regulator or a formally accredited dispute resolution service, we will consider and decide on the submission of documentation in accordance with our regulatory duties.

Thank you for your understanding and cooperation.

Best regards,

Leon Compliance Team

Dear jpvieira19,

please note discussions have taken place outside of this thread. We are currently waiting for the casino's response.

Dear casino representative,

please provide us with more clarification regarding this matter. As discussed before, please send the corresponding information to [email protected]

Dear Casino Guru,

Please let us know what further clarification you require regarding this matter, provided that your request does not conflict with the GDPR and our policy.

Best regards,

Leon Compliance Team

Dear casino representative,

Thank you for your reply.

Please clarify the exact reasons why the player has failed the video verification. Specifically, please outline evidence supporting the conclusion of third-party control. Even in case there are multiple indicators that might not be suspicious on their own, but are suspicious as a whole in this instance, let us know.

Thank you for your cooperation. We look forward to your clarification.

Dear Casino Guru,

We are currently reviewing the case and assessing whether, and to what extent, we can share further information in line with GDPR and our internal policies. If we are able to provide any additional details regarding the video verification and potential third-party control, we will inform you.

Best regards,

Leon Compliance Team

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 Martin and Casino Guru Team,

We have sent you a letter with the details regarding this case.

Thank you for your assistance.

Best regards,

Leon Compliance Team

Dear casino representative,

I have replied to your email.

Dear Martin and Casino Guru Team,

Thank you for your letter.

We kindly ask for some additional time to coordinate internally, as we need to assess the scope of potential information sharing in light of GDPR requirements. 

Thank you for your understanding.

Kind regards,

Leon Compliance Team

Dear casino representative,

thank you for your response, we will be awaiting your decision.

Dear Martin and Casino Guru Team,

We have sent you a letter with further elaboration regarding this case.

Thank you for your assistance.

Best regards,

Leon Compliance Team

Dear casino representative,

I have sent you an additional email.

Dear jpvieira19,

would you be okay with Casino Guru gaining access to information you have submitted while playing in the casino?

Yes, you can access that information. Anything to solve this case.

Sim. Podem aceder a essas informações. Tudo para resolver este caso.

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 jpvieira19,

I am sorry to inform you that, as we have not received any further cooperation from the casino that would allow us to properly verify their claims or move the case forward, we are unable to continue with the complaint resolution process and will be forced to close this complaint as unresolved.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator you can find on this link or in the footer of the casino's website. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected]. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

The casino may reopen this complaint at any time should they decide to cooperate further.

Kind regards,

Martin