Complaint #51 CryptoLeo Casino

Withdrawal rejections and further account verification issues

By Bogdanpasieka

1 year ago

Hello! I am contacting you to ask for help in solving the problem with CryptoLeo. I have been playing at this casino for about a year, both sports betting and casino games (png-1, png-2). During this time, I have never had any problems; deposits and withdrawals were processed smoothly (png-3). My account was previously verified (standard verification), and I have already passed the KYC procedure. I have always played with my real money, using a VPN (since the site allows the use of VPN due to access issues), and all transactions were made in cryptocurrency.
My personal account now looks like this (png-4).

Over the entire period, my account was in the red by about 3,000 USDT. This continued until December 11, when I got lucky and won a pre-match express on the Champions League for about 13,500 USDT (png-5).

After submitting a withdrawal request, I began to wait. After two days, and still no funds in my account, this whole ordeal began, which led to the situation I am describing here and for which I am asking for your help.

First, I was asked to re-verify my identity. I provided various documents, and my account status on the site was updated to “verified” (png-6, png-6a, png-7, png-7a).

Then they asked me to verify my place of residence. I provided utility bills and payment receipts from Ukraine (where I am officially registered), but due to the war, I currently live in Poland. These documents were not accepted, and they asked for proof of my current address in Poland. I sent them a notarized rental agreement, which they accepted (png-8).

After that, they asked me to confirm the deposit I made at the casino to show that it was my transaction. I provided the transaction reports from the exchange, confirming that it was indeed me who made the transaction from my wallet (png-9, png-10).

Then they asked for proof of the source of wealth or source of funds. I explained that due to the war in my country and my relocation to Poland, I am currently unemployed (I do not have traditional sources of income). I live off my savings and the funds I earn through activities related to the cryptocurrency sphere. All my savings are in cryptocurrency.

They asked me to confirm that I do not have traditional sources of income - I provided them with a bank statement and a declaration from the pension fund (doc-1, doc-2). These were deemed insufficient, and they once again requested income confirmation. In response, I sent them the full transaction history from my verified wallet on an exchange for the past year (the wallet is verified in my name and linked to the same email as my account with the casino) (doc-3).
While they stated that this would suffice, and I provided all possible and previously mentioned documents, they still did not approve them. Instead, they once again requested a work statement and proof of traditional income.
I explained that I do not work and therefore cannot provide such a document. I have already sent them a detailed transaction history from my digital wallet showing my finances and activities. They replied that they are very sorry, but I still need to provide this document.

I have provided all possible and necessary documents that I could, which are more than sufficient to confirm my identity. They have started requesting documents that I have already sent and that they have already approved. At this point, the verification process has stalled because I have sent them everything I could, but I cannot provide what I simply do not have. Without a completed verification process, the withdrawal cannot be processed either.
At the moment, my account verification status looks like this (png-11).

Does this mean that if I am officially unemployed at the moment, I am not allowed to play? I have the funds, I have provided all the evidence, and I play fairly without breaking any rules - so what is the issue?

I kindly ask for your assistance in resolving this situation and intervening to obtain at least some explanations. I also request that you involve a representative of the casino to review this complaint, either directly here or through your help, to ensure a thorough and productive resolution. On my part, I am ready to provide all available and necessary documents and answer any questions. This is my one and only account.

Additionally, if you need, I can send you all the documents and screenshots of the correspondence (on chat and email) to show and clarify the entire process that I described above in this message.

I hope for your assistance and expertise in resolving this matter. Thank you in advance for your help and support.

Disputed Casino CryptoLeo Casino

Reason Verification issues

Amount $13500

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, CryptoLeo Casino management has failed to provide reasonable justification and/or solid evidence which could prove the validity of the accusations against player.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Bogdanpasieka

• 1 reviews

1 year ago

Dear AskGamblers Complaint Team,

I would also like to draw attention to the fact that CryptoLeo representatives initially did not pay out my winnings, nor even my deposit.
And only after contacting the forum did they write that they were giving me the opportunity to withdraw my deposit in the amount of 3,000 USDT.

And if I had lost more before that, and my deposit was, say, 20,000 USDT, would they have returned it to me, and not my winnings? Would you have returned my deposit to me, CryptoLeo Casino?
Would you have been guided by the same rules that you are guided by now, holding my winnings, refusing to verify my account and saying that I did not go through the KYC process.

I highly doubt it, to be honest, it seems impossible.

So it seems to me that only because of contacting the forum, they decided to pay me my deposit, which is less than my winnings, thereby *buying off* me and keeping my winnings as an honest player.
But I do not agree with this, because I am an honest player, I have provided all the documents that are sufficient for any required confirmation of my identity and the availability of my own funds. I do not want and will not leave this, because I feel robbed.

Bogdanpasieka

• 1 reviews

1 year ago

Dear CryptoLeo Casino Management

No, you provided information on your decision, but you did not give an example and arguments with your rules and regulations.
You could not verify, as you say, because you did not want to verify and did not want to accept all the obvious evidence of my wealth and my funds that I provided.
And your additional requests for documents are a repetition of everything in a circle, you asked to send what you yourself have already approved and verified, over and over again, or asked to send what I actually cannot send, which I directly told you and in response to your request sent alternative and sufficient documents for verification.

And then you check these documents, say that they are not enough (although this is not true), and again ask for what I actually cannot send or what you have already verified. This is absurd.

Even now, upon request of the AskGamblers Complaint Team, you cannot collect and provide enough information regarding your decision. You have not been able to provide a detailed explanation of the problem along with all the relevant facts and evidence for THREE WEEKS.

Dear AskGamblers Complaint Team,

This is nonsense, CryptoLeo representatives are simply sabotaging the process and refusing to legitimately and in accordance with the rules sort out this situation and pay out my winnings as an honest player.
They do not and cannot have any weighty arguments and facts (which they say they have, but for some reason they either cannot provide them, or they collect them for 3 weeks, although they already had them, according to them), because of which they can exclude me or challenge the authenticity of the documents I provided, thereby canceling my winnings.
This is simply arbitrariness and a banal theft from me as a player.
With the same success, any player can be robbed just because CryptoLeo thinks so and wants to do so, without any clear and specific arguments, despite all the sufficient documents provided by the players.

Just because they can.
They will steal and simply write *there were not enough documents, we cannot confirm*.

I ask you to look into this situation and force the representatives of CryptoLeo to provide a full explanation and legitimate arguments in the near future.

I also ask you to lower their rating on your resource based on the fact that they have been collecting information for 3 weeks, which, according to their words and statements, was collected immediately, before January 4, and based on this information they made such a decision regarding my account.
They made a decision based on the information, but they have not been able to provide this information for three weeks. This is complete absurdity.

CryptoLeo Casino

• Representative

1 year ago

Dear Bogdanpasieka,

We have already provided the information about our decision, and it's in line with our terms and conditions. We were unable to verify the source of wealth and the origin of the funds used for the deposits. Despite multiple attempts and requests for additional documentation, we did not receive the necessary information to successfully complete the KYC process.

Best Regards,
CryptoLeo

CryptoLeo Casino Complaint Stats

Resolved 24 / 25

Avg. Amount $4,272

Avg. Complaint Duration 9 days

Avg. Response Time 1 day

CryptoLeo Casino Complaints

See all complaints for this casino

Very Shifty Delays in Withdrawals

So I made a deposit last week via BTC and upon logging in after depositing I had a bonus which was 50 FREE SPINS. After that the bonus I then had nearly $8000 of playthrough in order to receive my winnings. I completed this playthrough by using a lower bet tlon order to not violate any terms or conditions.

I completed the bonus and luckily made more than the amount I could withdraw so then my balance went down a considerable amount to reflect the maximum amount I could withdraw. $1900 or so.

I then attempt to withdraw and see that I can't unless I verify. I then verify and receive an email stating my account was verified. So, then I place two withdrawals for about $800 and $900 each. They have been "pending" since I attempted to withdraw.

During the next few days I asked support multiple times where my deposit is. Yet no one could give me any actual information until today when support said if I provide proof of funds along with my identity verification again (as I had already done this and received notification that I was APPROVED) I did so again even thought I feel like I should have had to do that. Now several days later my withdrawals are still "pending" and as far as I can tell nothing has changed and I haven't received any follow-up from the casino.

Now if they weren't marketing themselves as having instant withdrawals along with mixed messages from support I could understand but having an actual license and sending emails stating I was verified and could make one of these advertised instant withdrawals just doesn't sit right with me. I've gambled with several other licensed casinos and never had any issues especially when I deposit with Bitcoin.

Please help me get my withdrawals processed in their advertised timeframe and also stand by that my account was verified which is why I was able to request the withdrawal in the first place.

Rejected

The account was closed while it was being verified

As a brief introduction, a few weeks ago I opened an account on the CryptoLeo.com website, made a deposit using cryptocurrency (TRX), and started placing sports bets. During that time, I made several deposits and two withdrawals totalling approximately $1,000. However, in mid-January I was asked to verify my account in order to process a third withdrawal of around $1,200 (5k TRX).

I had no issue providing all the required documents—a photo of my ID card, proof of address, and documentation confirming all deposits made in January. After a few days, my account was successfully verified, as evidenced by the screenshots below (#Cryptoleo – verified account; #Cryptoleo – mail regarding verified account). Despite this, the withdrawal was not processed, and I was informed that I needed to wait up to 24 hours for its approval.

A few days later, during a live chat session, I was again told that the withdrawal would be reviewed within 24 hours. Unfortunately, that period passed without the transfer being made. Instead, I received an email stating that the previously verified documents had been rejected and that I was required to submit additional information—specifically, a completed SOWQ questionnaire regarding the source of funds and a business account statement for the past six months (as a self-employed individual, I receive transfers to my business account, and only after taxation do the funds reach my personal account). After sending these documents, I was informed that they had been forwarded to the appropriate department and that I would receive a response soon.

Yesterday, when I attempted to log in to the casino’s live chat to inquire about the status of my case, I was surprised to find a message stating that my account had been deactivated (#Cryptoleo – account closure). I immediately sent an email to the casino asking why my account had been closed and what was happening with my funds. I received a reply, which is attached (#Cryptoleo – mail regarding account closure).

All I am seeking is the withdrawal of my funds (in 1200 USD that have been stolen by Casino, about 500 USD is my deposited amount)—I am not interested in maintaining the account, as I do not plan to continue gambling with this bookmaker.

Resolved

$1,135

Closure of account and confiscating of funds without explanation

On December 28th, I signed up for CryptoLeo and deposited 60 euros into my account. Over the following days, I placed a few bets on NFL games and soccer, making a small profit and increasing my account balance to around 110 euros.

On the morning of January 5th, I was unable to sign in to my account, and a message indicated that my account had been disabled. I contacted chat support, and they informed me that my account was closed due to an administrative decision and that my initial deposit would be refunded. However, chat support later changed their response and said my deposit would not be refunded.

CryptoLeo has failed to provide any reason for the confiscation and has simply stated that it was an "administrative decision." Attached are screenshots of chat logs and email correspondence with CryptoLeo. I would like to be refunded the entire value of my account, including my winnings, which I believe were unfairly confiscated. I hope you can assist in resolving this matter, as I feel I have been treated unjustly by CryptoLeo.

Resolved

€110

Withdrawl issues and Account disabled

Hello, I have played at this casino for a week now. I deposited 60EUR in cryptocurrency and started playing and made some winnings. Then the trouble began when trying to withdraw my winnings, I was asked to send in documents which I did, my account then got verified as I could see in my profile.

After completing the verification I still was not be able to get my winnings withdrawn as it was stuck on ‘pending’ for the entire week.

Now when trying to login my account has been disabled, I haven’t gotten any updates/email to why my account was disabled.

Resolved

$559

Keeps asking documents

I have been a dedicated player with VIP status since 2021, and my account has always been fully verified.

However, I’ve recently encountered a significant issue that has left me quite frustrated. Since December 16, I have been unable to withdraw approximately $3,400 from my account. My transactions are exclusively in cryptocurrency. The support team informed me first that they are experiencing technical difficulties, that's why my withdrawal is taking some time.

Just yesterday, I received an email requesting that I verify my account once again. To comply, I uploaded several documents:

- my salary payslips;

- personal bank statements from two different banks (5-digit amount on the bank)

- one company bank statement (5-digit amount on the bank)

- proof of ownership for my company

- A complete deposit and withdrawal history from Binance for all transactions made in 2024.

All the bank statements I provided are recent, covering the last three to six months. Despite my prompt submission of these documents, the review process seems to drag on indefinitely. It’s incredibly frustrating to see such a delay when I’ve provided all the requested information.

Given the amount involved and the urgency of needing access to my funds, this situation is quite distressing. I hope this matter can be resolved swiftly so that I can continue enjoying my gaming experience without these unnecessary hurdles.

Resolved

$3,400

Withdrawal keeps getting cancelled

I have been a loyal player at this casino since 2022 and have always enjoyed a smooth experience, particularly with withdrawals via the crypto method, which I've used successfully every time since I started. However, I am now facing an issue that I need your help with.

Since last Friday, all of my withdrawal requests have been cancelled, and I’m growing increasingly concerned. I’ve reached out to support and my VIP manager multiple times, but the responses I’ve received have been inconsistent, with explanations ranging from issues with the payment provider to problems with my cache. Despite following the suggested troubleshooting steps, nothing seems to have resolved the issue.

Currently, I have a significant amount of $12,000 in my account, and I’m trying to withdraw $4,300. Given the length of time I’ve been a customer and the trust I’ve placed in this casino, I’m hoping for prompt assistance in getting this matter sorted out. It’s been quite frustrating not being able to access my funds, and I’d truly appreciate your support in resolving this as soon as possible.

Resolved

$12,000

Payment delayed without any answer

I have been playing at CryptoLeo Casino for a while, always playing fair and without any problem. Made a withdrawal of 1100€ on 23th of october. This Casino says that process all payments in 24hours but 4 days have passed and my withdrawal is still pending... Worst than that, my payment is blocked without even being able to cancel it!

Support did not give me any answers, just said sorry And told me to wait... that s just ridículos.

My account is fully verified!

I am asking for your help in order to withdraw all my money.

Resolved

€1,100

Not sending funds after account closure

I won around 7ETH on this casino, after depositing around 3ETH, and after I found out about their quite unique withdrawal limit I read their ToS and point 10.1 states that after requesting account closure, they will send 'any and all funds' remaining in the account balance. I sent the request and they promptly closed the account, but didn't send anything. After asking multiple times in chat, they opened a request to withdraw the funds and they answered about a day after asking for KYC (mind you: this casino advertises themselves everywhere as KYC-free), nonetheless I provided everything they asked for. They asked why my account's country was different than my PoA one, which made no sense since at no point in the sign-up process in the casino they asked for my country. After this, they asked for my crypto address and currency, which I provided immediately. This was 3 days ago, since then they started completely ignoring me, and they are currently holding around €15k.

Resolved

$16,504

Cryptoleo verification nightmare

I have been trying to get my account verified at Cryptoleo for several weeks now. But due to a software glitch at the casino's verification area, it is impossible to actually upload the last document that they asked for. As you can see from the screenshot "Verification Area", I had successfully uploaded the following documents:

1. Comprovante de identidade: Proof of Id. I uploaded my ID card, opened the webcam and filmed myself turning my head. It was accepted
2. Comprovante de identidade: A week passed and after more delays, a second proof of ID tab appeared in the verification area. They then told me that I must send a selfie holding my document in one hand and the current date in the other. I didn't see the reason for this since they filmed me on webcam in the previous ID verification but I complied. I sent the selfie and it was accepted.
3. Comprovante de endereco: Proof of address. I sent this and it was accepted.
4. Comprovante de deposito: Proof of deposit. This seems nonsensical to me since they know I deposited because they received the money from my deposit. But I took a screenshot of all the deposit details of my Bitcoin transfer to them and it was accepted.

More time passed and then another tab appeared in the verification area. This is the Comprovativo de pagamento or proof of payment. What is the differene between proof of deposit and proof of payment? This didn't make any sense. Again, a long time passed and they sent me an email which was incoherent. It says word for word:

"We still need details, exactly is your visible crypto address (bc1xxxxxxx) which you use for deposit in our casino, it must be screenshots from your crypto wallet or crypto exchange. Please do not send screenshots from blockchain explorer."

I have attached the email below. But what is frustrating is that I already sent them a screenshot of the Bitcoin transaction to the casino. It showed the exact address that they asked for details of making payment to their casino. It was accepted as proof of deposit.

They say they do not want screenshots from the blockchain explorer. I am happy to send them the screenshot from my wallet, for a second time, even though it will show less details that the explorer. But here we run into a fatal problem: There is a glitch on Cryptoleo's website. In the screenshot "Verification Area" you can see all documents I have already verified in green tabs. Those tabs had a button beneath them that when clicked allowed me to upload the file to the casino. But the tab that is still unverified has no such button. It is impossible to upload anything to the casino if there is no upload button. I have sent many emails explaining the error and I have spent a lot of time on live chat, explaining this to the agent. It takes a long time for the agent to understand the issue and get past "Have you tried deleting cookies. Have you tried turning your computer on and off again etc." When they finally understand, they say that they will escalate the issue. When this happens I eventually receive an email from Cryptoleo simply telling me that I need to upload proof of payment and not acknowledging my explanation of the bug at all. At first, I thought that it was just a misunderstanding. But at this point, based on how many emails I have sent explaining the issue and how many hours I've spent on live chat getting the agent to understand and "escalate" the issue, I believe that Cryptoleo knows fully about this glitch and is using it as an excuse to avoid paying out winnings. Just as they know fully that a selfie with the date on it doesn't prove anything that a live webcam video of me already does. Just as they know that a "proof of payment" is exactly the same thing as a "proof of deposit". Because of how many times I have explained this to them it does not seem paranoid to say that these are all obvious delay tactics. I am still willing to play the fool and comply with their requests. I jump through all the hoops. But I am unable to jump through this last hoop because the casino has made it impossible to do so as a result of this glitch. Only once was the issue ever even acknowledged, to which Cryptoleo's reply was "Try uploading it now". I tried and nothing was resolved. I send screenshots of the error showing the lack of an upload button and they are ignored. I explained the issue and sent the requested document in an email attachment, so they have already received it. Of course they say they cannot accept email attachments, only uploads.

Cryptoleo's support has been awful. Verification is unpassable due to this gltich. It is a farce. At this point they have actually received everything they have asked for, if not uploaded to the casino then by email. If I cannot give them what they asked for by upload, I made sure that they received it by email. So I don't think there is any excuse to continue with their delays.

Resolved

Withdrawal delay issue

Hello CryptoLeo and AskGamblers,

I deposited currency in CAD and now it was time to withdraw. The website only offers bank wire withdrawal, but my bank which is CIBC in canada doesnt have a IBAN and therefore no numbers can be entered in that section on their website and therefore I cannot withdraw my currency. I have tried doing a fiat conversation withdrawal to bitcoin which they declined mentionned that they dont offer that at the moment even though it seemed like my withdrawal was doing that.

I spoke with multiple agents that tried to fix the issue but nothing worked. They opened an investigation email on friday which has been more then 4 days and I havent got a return.

Some agents mentioned interac e-transfer but it is not in the options. I would like to request a withdrawal of the amount in my balance of 9900 $ to interact e-transfer at my email : , removed >or to my previous bitcoin wallet address that was used for my last withdrawal on the website.

I have attached files regarding the issue and can provide more if needed,

Thanks for your time

Eric

Rejected

$9,900