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Systematic refusal to pay out and stalling tactics with a €1,700 balance – Leon Casino (Leonbet)

Dear CasinoGuru Team,

I hereby file a formal complaint against Leon Casino (Leonbet). Despite a fully verified account and a legitimate balance of €1,700, the casino has been refusing to process my withdrawal for several days and is demonstrably using contradictory statements to delay the process.

1. The initial situation:

I have €1,700 in my account. Since my bank (Haspa) has strict policies against transactions with unlicensed gambling providers, the bank explicitly informed me that incoming payments from Leonbet would be blocked and that such a transaction would lead to immediate account closure. I immediately informed the casino of this and requested a withdrawal via cryptocurrency (Litecoin/LTC) – a method that the casino itself actively offers.

2. Documented stalling tactics and false statements:

The situation is particularly serious because the support team deliberately misled me:

• Initially, crypto withdrawal requests were cancelled without explanation.

• Then, the support team claimed in writing that the payout was already "on its way to my bank," even though the amount was still shown as "cancellable" in my player account at that time. This is a demonstrably false lie to buy time.

• After I had to cancel the bank payment to protect my bank account, the casino is now stubbornly resorting to clause 4.15 (Closed Loop) in their terms and conditions.

3. Violation of fair play principles:

The casino persistently ignores the fact that my original payment method (bank transfer) is no longer technically or legally available to me. In such a predicament, a reputable casino is obligated under international standards to offer a verified alternative (in this case, cryptocurrency) instead of forcing the player to use a method that leads to financial loss (account loss).

4. Current status:

Although the case was supposedly forwarded "in detail to the finance department," I continue to receive only automated standard replies or be asked for "patience," while my withdrawal requests are repeatedly rejected manually. There is a well-founded suspicion that they are counting on me losing patience and gambling away my balance.

I demand:

My €1,700 withdrawal via LTC has been immediately manually approved. All necessary verifications have been completed. I have saved the entire chat history and the conflicting emails as evidence.

I request CasinoGuru to mediate, as Leonbet's behavior in this case is absolutely uncooperative and detrimental to players.

Systematische Auszahlungsverweigerung und Hinhaltetaktik bei 1.700 € Guthaben – Leon Casino (Leonbet)

Sehr geehrtes CasinoGuru-Team,

ich reiche hiermit eine formelle Beschwerde gegen Leon Casino (Leonbet) ein. Trotz eines vollständig verifizierten Kontos und eines rechtmäßigen Guthabens von 1.700 € verweigert das Casino seit mehreren Tagen die Auszahlung und nutzt nachweislich widersprüchliche Aussagen, um den Prozess zu verschleppen.

1. Die Ausgangslage:

Ich habe 1.700 € Guthaben auf meinem Konto. Da meine Hausbank (Haspa) strikte Richtlinien gegen Transaktionen mit nicht lizenzierten Glücksspielanbietern verfolgt, wurde mir seitens der Bank explizit mitgeteilt, dass eingehende Zahlungen von Leonbet blockiert werden und eine solche Transaktion zur sofortigen Kontokündigung führt. Ich habe das Casino darüber umgehend informiert und um eine Auszahlung per Kryptowährung (Litecoin/LTC) gebeten – eine Methode, die das Casino selbst aktiv anbietet.

2. Dokumentierte Hinhaltetaktik und Falschaussagen:

Die Sachlage ist besonders schwerwiegend, da der Support mich bewusst getäuscht hat:

• Zuerst wurden Krypto-Auszahlungsanträge ohne Angabe von Gründen storniert.

• Dann behauptete der Support schriftlich, die Auszahlung sei bereits "auf dem Weg zu meiner Bank", obwohl der Betrag zu diesem Zeitpunkt noch als "stornierbar" in meinem Spielerkonto angezeigt wurde. Dies ist eine nachweisliche Lüge, um Zeit zu gewinnen.

• Nachdem ich die Bankzahlung stornieren musste, um mein Bankkonto zu schützen, zieht sich das Casino nun stur auf AGB-Punkt 4.15 (Closed Loop) zurück.

3. Verstoß gegen Fair-Play-Prinzipien:

Das Casino ignoriert beharrlich die Tatsache, dass die ursprüngliche Zahlungsmethode (Bank) für mich technisch und rechtlich nicht mehr zur Verfügung steht. In einer solchen Zwangslage ist ein seriöses Casino gemäß internationaler Standards verpflichtet, eine verifizierte Alternative (hier Krypto) anzubieten, anstatt den Spieler zur Nutzung einer Methode zu zwingen, die zu finanziellem Schaden (Kontoverlust) führt.

4. Aktueller Status:

Obwohl der Fall angeblich "ausführlich an die Finanzabteilung" weitergeleitet wurde, erhalte ich weiterhin nur automatisierte Standardantworten oder werde um "Geduld" gebeten, während meine Auszahlungsanträge manuell immer wieder abgelehnt werden. Es besteht der begründete Verdacht, dass hier darauf gesetzt wird, dass ich die Geduld verliere und das Guthaben verspiele.

Ich fordere:

Die sofortige manuelle Freigabe meiner Auszahlung über 1.700 € via LTC. Alle notwendigen Verifizierungen sind abgeschlossen. Ich habe den gesamten Chatverlauf und die widersprüchlichen E-Mails als Beweise gesichert.

Ich bitte CasinoGuru um Vermittlung, da das Verhalten von Leonbet in diesem Fall absolut unkooperativ und spielerschädigend ist.

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.

Dear OnurC,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal from Leon Casino (Leonbet).

To better understand your situation and assist you effectively, please provide the following information:

• Could you please let me know the exact dates when you requested each withdrawal (bank and cryptocurrency).
• Could you please provide screenshots of the withdrawal cancellations (both crypto and bank) as shown in your casino account.
• Do you have successful withdrawals before? What payment method did you use?
• In your email, you mentioned that you already deposited using crypto. Could you please provide the date and the amount of the deposit?

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

Best regards,

Jean

Thank you for opening the complaint. I'd like to provide an update: This morning (see screenshot), the casino immediately rejected my renewed attempt to withdraw via cryptocurrency.

They stubbornly insist on withdrawals via bank transfer/card (section 4.15 of their terms and conditions), even though I have repeatedly explained that this puts my private bank account at risk due to strict German regulations. There is no technical reason why crypto shouldn't be possible, as I have deposited using this method. The casino is showing absolutely no willingness to find a secure solution for me.

Vielen Dank für die Eröffnung der Beschwerde. Passend dazu möchte ich ein aktuelles Update liefern: Das Casino hat heute Morgen (siehe Screenshot) meinen erneuten Versuch, per Krypto auszuzahlen, sofort wieder abgelehnt.

Sie bestehen weiterhin stur auf eine Auszahlung per Bank/Karte (Punkt 4.15 ihrer AGB), obwohl ich bereits mehrfach erklärt habe, dass dies mein privates Bankkonto aufgrund der strengen deutschen Regularien gefährdet. Es gibt keinen technischen Grund, warum Krypto nicht möglich sein sollte, da ich auch so eingezahlt habe. Das Casino zeigt keinerlei Entgegenkommen, um eine für mich sichere Lösung zu finden.

Regarding the questions:

Here is the requested information:

• Regarding the data: I have attempted the crypto withdrawal multiple times, most recently today, May 13, 2026, and several times before that in the last few days.

Previously, I deposited and withdrew via bank transfer, but withdrawals are now causing problems and the risk of account closure is very high if I were to withdraw via bank transfer again; my account would most likely be blocked and the payment rejected.

• Regarding the screenshots: I have uploaded a screenshot of today's renewed rejection of my crypto deposit. I am also attaching two screenshots of my transaction history from the casino account, which show that I made two deposits using crypto.

Since I deposited using crypto, I expect, according to usual practice, that withdrawals can also be made using this method.

I am sending all the supporting documents attached.

You can see that I deposited twice (€20 & €20.08), and I informed both support and the finance department that bank transfers were demonstrably made in accordance with the terms and conditions. I also received a telephone message stating that further payments from the gambling provider would result in account closure, and that bank transfers were no longer possible. Therefore, I deposited using cryptocurrency, yet withdrawals via cryptocurrency are still consistently refused. In this example, the €600...

zu den Fragen:

Hier sind die gewünschten Informationen:

• Zu den Daten: Ich habe die Krypto-Auszahlung mehrfach versucht, zuletzt heute am 13.05.2026 und davor auch mehrfach in den letzten Tagen.

Vorher habe ich mit Bank eingezahlt und ausgezahlt, aber die Auszahlungen machen mittlerweile Probleme und das Risiko der Kontokündigung ist sehr hoch, wenn ich erneut per Bank auszahlen würde, mein Konto wird mit hoher Wahrscheinlichkeit gesperrt und die Zahlung abgelehnt.

• Zu den Screenshots: Ich habe ein Screenshot hochgeladen zu der heutigen erneuten Ablehnung per Krypto. Zudem sende ich zwei Screenshot meiner Transaktionshistorie aus dem Casino-Konto mit, bei denen man erkennt, dass ich zwei mal per Krypto eingezahlt habe.

Da ich mit Krypto eingezahlt habe, erwarte ich gemäß der üblichen Praxis, dass auch die Auszahlung auf diesem Weg möglich ist.

Anbei sende ich alle Belege

Man erkennt, dass ich zwei mal (20€ & 20,08€) eingezahlt habe, und ich dem Support und auch der Abteilung für Finanzen gesagt habe, dass per Bank nachweislich mit der AGB und ich telefonisch auch die Mitteilung bekam, dass bei weiteren Zahlungseingängen vom Glücksspielanbieter die Kontokündigung droht, per Bank nicht mehr möglich ist, dafür hab ich Krypto eingezahlt, und dennoch wird es stets verweigert, per Krypto auszuzahlen. Im Beispiel die 600€

This is a crypto deposit, and the €20 in the previous screenshot is also a crypto deposit. That's correct.

das hier ist eine krypto Einzahlung, und die 20€ auf dem vorherigen Screenshot ebenfalls. So ist das korrekt.

Dear OnurC,

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, Štefan, ([email protected]). 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,

Jean

Dear OnurC,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Leon Casino to join this conversation and assist in addressing the complaint.

Dear Leon Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Casino Guru team,

The player has successfully withdrawn their funds to their bank account several times. According to Section 4.15 of T&C, we have the right to refuse withdrawals to other payment systems. As soon as the player withdraws the rest of their funds to their bank account, they can continue using cryptocurrency withdrawals, provided they also deposit their funds via cryptocurrency.

Best regards,

Leon Compliance Team

Hello OnurC,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear OnurC,

You have mentioned that your bank explicitly informed you that incoming payments from Leon Casino would be blocked.

Could you please provide us with supporting evidence of this communication? You may send it directly to my email address: [email protected].

Once we receive the documentation, we will be able to continue reviewing your case accordingly.

I look forward to your response.

Good day,

I was informed verbally. I cannot put it in writing, except that it's stated in Haspa's terms and conditions. If there's no other way, I will withdraw the money via bank transfer, but not immediately. It will take until the beginning of August. Therefore, I request that this complaint remain open until mid-August so that I can note any complications here.

Best regards.

Guten Tag,

es wurde mir mündlich mitgeteilt. Ich kann es nicht schriftlich darlegen, außer, dass es in den AGB‘s steht bei der Haspa. Wenn es nicht anders geht, werde ich es auszahlen per Bank, aber nicht sofort. Es wird sich bis Anfang August ziehen. Darum bitte ich, dass diese Beschwerde bis Mitte August offen bleibt, sofern Komplikationen entstehen, ich diese dann hier anmerken kann.

Liebe Grüße.

Dear OnurC,

Thank you for your response.

Unfortunately, we are unable to keep the complaint open for such an extended period of time. However, we can close the complaint for the time being and you can request a reopen once you are able to withdraw your funds via bank transfer.

Would this solution be acceptable to you?

We hope we can reach a mutually agreeable resolution and remain available to assist you further when needed.

I look forward to your response.

Good day,

Yes, gladly. If there's a problem with the payout, I would request a reopening of this complaint. At the latest, I'll do so at the beginning of August, should a problem arise. Thank you.

Guten Tag,

ja gerne dann würde ich, sofern es zu einem Problem kommt bei der Auszahlung, eine Wiedereröffnung beantragen von dieser Beschwerde. Spätestens Anfang August, falls es ein Problem geben wird. Danke.

Dear OnurC,

Thank you for your cooperation and confirmation.

As agreed, I will now close the complaint as resolved in our system. Should you encounter any difficulties when attempting to withdraw your funds via bank transfer in the future, please feel free to contact us and request that the complaint be reopened.

Thank you for your patience and cooperation throughout this process.

If you experience any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We will be happy to assist you.

Kind regards,

Stefan

Casino.Guru