Leon Casino Ondersteuning en klachtenthread

To be even more specific for the moderator and the casino representative: we are talking about more than 10 successful withdrawals over a period of time, including a recent payout of €1,200 sent directly to my French bank account.
 

Furthermore, I have provided evidence to the moderator of personal marketing emails ('Votre propre LEON') sent by the casino to encourage me to play.

This proves that the casino fully accepted me as a player and processed significant winnings without any issues until this €7,000 win. I have shared all the supporting screenshots (bank statements and emails) with the moderator in private.

Hi Lukas Robart,

Thank you for sharing more details with us. We notified the casino rep about it.

We will update you as soon as we receive their response 

Hi Lukas Robart,

We’ve sent a reminder to the casino representative as we haven’t heard back from them yet. Has there been any progress on your end in the meantime?

Thank you for your patience.

Bonjour,

Non, aucune avancée de mon côté. Le casino reste totalement silencieux malgré mes tentatives de contact.

J'ai même remarqué qu'ils ont pris le temps de répondre à un de mes commentaires sur Trustpilot pour me demander des informations (que j'ai fournies), mais ils ne m'ont plus jamais répondu ensuite et ignorent systématiquement ce fil de médiation.

Cela tait maintenant 20 jours que mon compte est bloqué sans aucune explication, alors que je suis entièrement vérifié et que j'ai déja effectué 10 retraits par le passé sans aucun souci.

Merci encore pour votre aide et votre suivi.

Good morning,

No, there's been no progress on my end. The casino remains completely silent despite my attempts to contact them.

I even noticed that they took the time to respond to one of my comments on Trustpilot to ask me for information (which I provided), but they never responded to me again afterwards and systematically ignore this mediation thread.

It has now been 20 days since my account was blocked without any explanation, even though I am fully verified and have already made 10 withdrawals in the past without any problems.

Thank you again for your help and follow-up.

Hi Lukas Robart,

Unfortunately, we must mark complaint #4186 as CLOSED due to the casino's unresponsiveness. Despite multiple follow-up attempts, we have not received any reply or clarification regarding your case.

We’re truly sorry for the outcome, but the casino representative has chosen not to cooperate or communicate with us.

If we ever receive a response or any update in the future, please rest assured that we will reopen the case immediately and inform you without delay.

Thank you for your understanding.

Bonjour,

Je suis extrêmement déçu et choqué par cette décision. Clôturer le dossier simplement parce que le casino choisit d'ignorer la médiation revient à leur donner un "permis de voler". Dans mon cas, il ne s'agit pas d'un simple retard, mais d'une confiscation illégale de 7 000 EUR après qu'ils aient eux-mêmes validé mon KYC français manuellement le 17 mars.

Si le casino refuse de communiquer, j'estime que la mission de LCB est de protéger la communauté en prenant des mesures concrètes :

1. Pouvez-vous transférer ce dossier au gestionnaire des comptes (Casino Manager) de LCB ? Un partenaire ne devrait pas pouvoir ignorer un médiateur sans conséquences sur son contrat d'affiliation.

2. Le statut de ce casino va-t-il être mis à jour en "Avertissement" ou "Blacklisté" ? Laisser leur note actuelle et continuer à les recommander alors qu'ils confisquent des gains légitimes est dangereux pour les autres joueurs.

Je refuse d'accepter que le silence soit une réponse valable pour un vol de cette ampleur. Je vous demande de laisser ce cas ouvert en tant que "Litige Non Résolu" (Unresolved) avec une mention claire de leur mauvaise foi.

Merci pour votre aide.

Good morning,

I am extremely disappointed and shocked by this decision. Closing the case simply because the casino chooses to ignore mediation is tantamount to giving them a "license to steal." In my case, it's not a simple delay, but an illegal confiscation of €7,000 after they themselves manually validated my French KYC on March 17th.

If the casino refuses to communicate, I believe that LCB's mission is to protect the community by taking concrete measures:

1. Can you transfer this case to the LCB Casino Manager? A partner should not be able to ignore a mediator without consequences for their affiliation agreement.

2. Will this casino's status be updated to "Warning" or "Blacklisted"? Leaving their current rating and continuing to recommend them while they confiscate legitimate winnings is dangerous for other players.

I refuse to accept that silence is a valid response to a theft of this magnitude. I request that you leave this case open as "Unresolved Dispute" with a clear indication of their bad faith.

Thank you for your help.

Hi Lukas Robart,

We need to clarify a few important points.

We are mediators, not a regulatory authority, and we do not have the power to enforce decisions or actions on casinos. Our role is to communicate your case and try to obtain a response. In this case, we have already reached out multiple times, but the casino has chosen not to engage.

At this point, there is nothing further we can do. We cannot compel the casino to respond or process any payments.

Your complaint remains publicly visible, clearly showing that it was closed due to the casino’s unresponsiveness. This is exactly how we maintain transparency and inform other players.

Decisions such as placing a casino on “Warning” or “Blacklist” are not made based on a single case or on request, but on a consistent pattern of behavior across multiple reports.

We understand that this is not the outcome you were hoping for, but our role has clear limits. If you believe your rights have been violated, the appropriate step would be to escalate the matter to the casino’s licensing authority or relevant regulatory body.

Thank you for understanding.

Merci pour votre réponse, même si je regrette amèrement votre position.

Je tiens à préciser que ma demande de sanctions ne relève pas d'une réaction émotionnelle, mais d'une logique de protection de la communauté. Leon Casino ne m'a pas seulement bloqué : ils ont validé manuellement mon KYC français le 17 mars et ont payé 10 retraits vers mon RIB français avant de confisquer 7 000 EUR.

En refusant de coopérer avec vous, ils ne m'ignorent pas seulement, ils vous ignorent VOUS, leur partenaire de confiance. Si une confiscation de 7 000 EUR après une validation explicite de documents ne constitue pas une base suffisante pour un 'Avertissement', cela signifie qu'un casino peut opérer en toute impunité tant qu'il paie ses commissions d'affiliation.

Je note que vous classez ce cas comme 'sans suite en raison du manque de réactivité du casino'. J'espère que cette mention restera bien visible pour éviter que d'autres joueurs français ne tombent dans le même piège.

Pour ma part, je poursuis mes démarches sur site et auprès des autorités compétentes, puisque votre médiation a montré ses limites face à la mauvaise foi de ce partenaire.

Thank you for your response, although I bitterly regret your position.

I want to make it clear that my request for sanctions is not an emotional reaction, but rather a matter of protecting the community. Leon Casino didn't just block me: they manually validated my French KYC on March 17th and paid out 10 withdrawals to my French bank account before confiscating €7,000.

By refusing to cooperate with you, they are not only ignoring me, they are ignoring YOU, their trusted partner. If confiscating €7,000 after explicit document verification is not sufficient grounds for a 'Warning', it means a casino can operate with impunity as long as it pays its affiliate commissions.

I note that you have classified this case as 'closed due to the casino's lack of responsiveness'. I hope this statement remains clearly visible to prevent other French players from falling into the same trap.

For my part, I am continuing my efforts on site and with the relevant authorities, since your mediation has shown its limitations in the face of this partner's bad faith.

Dear Sir/Madam, I am writing to formally file a complaint regarding the suspension of my account (No. ***) on the LEON BET platform and the unjustified confiscation of my funds. I have been an active user since October 16, during which time I made multiple deposits and withdrawals while fully complying with all verification procedures, including document submission, photo verification, and a video call verification. On January 29, I placed a €10 bet with odds of 850, which was successful and resulted in winnings of €8,500. In the days that followed, I continued playing in the casino, eventually reaching a total balance of €11,500. When I attempted to withdraw my winnings, I was subjected to multiple verification requests, all of which I completed and submitted successfully. Despite this, my account was later blocked under allegations of “fraud,” without any detailed explanation or supporting evidence. I categorically deny any fraudulent activity. I have never operated multiple accounts or violated LeonBet’s terms and conditions. I would like to clarify a possible misunderstanding: I have a twin brother, and we are separate individuals with independent accounts and personal data. On one occasion only, he accessed his own account using my computer to watch a game. At no point were any credentials shared, nor did I access or operate his account. Additionally, I was informed by LeonBet’s support team that my account access had been completely revoked and my balance removed without any justification. This situation raises serious concerns regarding fair gaming practices, transparency, and compliance with player protection standards. I formally request: A full and detailed explanation of the alleged violation; A complete review of my case by your compliance team; Immediate reinstatement of my account; Full withdrawal of my remaining balance. I look forward to a prompt and fair resolution. I’ve attached some evidence I have, including conversations, the bet, and so on. Yours faithfully, Rafael Sanches

Betwiste bedrag: 11.5€

Casino: Leon Casino

Zaaknr.: 4255

Hi Rafael Sanches,

Thank you for taking the time to share your experience with the LCB members, and we’re sorry to hear about your negative experience.

If both you and your brother have accounts on the same casino and have used the same IP address or home address, it is possible that the casino may have flagged your account as a duplicate.

Please send us all the conversations and correspondence you have had with the casino regarding the blocking of your account via private message so we can review the case further.

Hi njanjam,

I sent you a private message.