Account closed not sure why

BACKGROUND - THE DEPOSIT LIMIT MALFUNCTION (30 June 2026)

On 30 June 2026, I raised my monthly deposit limit to EUR 100 and found that the change took effect immediately - contrary to Leon Bet's own Responsible Gambling Policy, which states that limits cannot be lifted before the end of their effective period. I subsequently raised the limit further several times, each change again taking effect instantly. I am not claiming the deposits made that day (EUR 790) in this complaint - my complaint concerns only what happened afterwards.

FORMAL COMPLAINT AND ACCOUNT CLOSURE REQUEST (1 July 2026)

I reported the malfunction the same day (12:02) and cited Leon Bet's own assurance that limits could not be lifted early. Leon Bet's reply (12:57) was evasive, offering only generic control tools (Cool-Off, section blocking, etc.) without addressing the actual malfunction.

At 16:53 that same day, I requested in writing, clearly and unambiguously, the immediate and permanent closure of my account: "Please permanently and irrevocably close my account immediately. Do not offer me any temporary breaks or cool-off periods."

LEON BET'S RESPONSE - A CHOICE INSTEAD OF A CLOSURE (1 July, 17:07)

Instead of carrying out my clear instruction, Leon Bet replied: "Please note that we have created a ticket for the legal team regarding your latest deposits due to a misunderstanding related to the self-limits. Do you want to wait for their response, or do you want to permanently close your account?" I chose to wait for the Legal Team's review, reasonably expecting my account to be appropriately protected in the meantime.

CONTINUED, UNRESTRICTED ACCOUNT USE DESPITE THE CLOSURE REQUEST (2-13 July 2026)

The opposite happened: my account remained fully usable for a further two weeks. During this period, further deposits totalling EUR 12,300.00 net were made (EUR 14,664.00 in total deposits, minus the EUR 790.00 from 30 June which I am excluding from this claim, minus EUR 1,574.00 in withdrawals). Particularly notable: on 5 July alone, around 20 deposits were made in a single day, some only minutes apart - a pattern that, under Leon Bet's own Terms and Conditions (Clause 7.4: monitoring of suspicious transaction patterns), should reasonably have triggered attention.

ESCALATION AND REPEATED STALLING (8-22 July 2026)

On 8 July, I set a 14-day deadline for a substantive response (expiring 22 July). On 14 July, I submitted a detailed addendum including a complete, timestamped transaction overview. Despite more than 20 emails in total, I received only generic standard responses throughout ("please be patient", "escalated to the legal team"), even after repeatedly asking explicitly whether my case had actually been forwarded to the Legal Team. On 21 July I received a message that appeared entirely auto-generated and bore no relation to my case. Both the original deadline (22 July) and a subsequent final 24-hour notice have now passed (as of 26 July) without any substantive response or reimbursement.

AVAILABLE EVIDENCE - NEVER REQUESTED BY LEON BET

I hold complete evidence of this matter: the full email correspondence, timestamped screenshots of all deposits and withdrawals, and screen recordings showing precisely what happens when attempting to set a deposit limit or activate self-exclusion - including the fact that not all buttons behave as they should. I have repeatedly and explicitly offered this evidence to Leon Bet for review. The operator has never engaged with this offer. Despite repeatedly telling me my case was under review by the Legal or Compliance team, the corresponding documentation was never requested from me, and I was never contacted for this purpose.

A KNOWN, YEAR-OLD UNRESOLVED ISSUE (see Complaint #60 Ask Gamblers)

I would like to reference Complaint #60 on this forum (erpokdeq, filed approximately 11 months ago), which concerns the exact same technical malfunction. Leon Bet acknowledged in that case that the issue was "resolved" by updating the wording on their website - not by fixing the actual system behaviour. This confirms the issue is a long-known, structural problem. In that case, Leon Bet argued the complainant had deliberately tested the limit function and only complained after incurring losses. This does not apply to my case: my complaint and closure request were made before the large majority of the losses claimed here occurred, not afterwards.

DEPOSITS NOW BLOCKED - CONFIRMING THIS WAS TECHNICALLY POSSIBLE ALL ALONG

On 21 July 2026, while checking whether the deposit limit function had since been corrected, I found that deposits on my account are now blocked entirely, with the message: "The deposit function is currently unavailable for you. Please contact support." I can still log in; only depositing has been restricted. I am not aware of the exact date this restriction was applied, only that it was in place by 21 July.

This is significant: it demonstrates that Leon Bet is technically capable of restricting deposits on a specific account immediately and selectively, whenever they choose to do so. This directly contradicts any suggestion that they were unable to act on my explicit closure request of 1 July 2026. Had they applied this same measure then, instead of leaving my account fully open while "awaiting Legal Team review," the large majority of the losses claimed in this complaint would not have occurred.

ADDITIONAL BREACH - EXCLUSION OF GERMANY

Leon Bet's own Terms and Conditions (Clause 2.3) explicitly list Germany as an "Excluded Territory." My customer profile with Leon Bet shows a German address throughout, yet registration and deposits were accepted without restriction.

RESOLUTION SOUGHT: Refund of EUR 12,300.00

Evidence (uploaded separately as private attachments): full email correspondence (21+ messages), timestamped screenshots and screen recordings of the deposit limit and self-exclusion functions, screenshot of customer profile showing German address, relevant Terms and Conditions and Responsible Gambling Policy excerpts, complete transaction records.

My experience with Leon Bet initially started well. I won a small amount playing Blackjack and was able to make successful withdrawals. A few hours later, I decided to give Leon Bet another try, as I enjoy the interface and software. Although my session started poorly, I made an additional deposit, and shortly after, my balance rose dramatically—from €1,000 to approximately €5,000.

This was a substantial and unexpected win for me. However, I realized I had been betting higher than intended due to my habit of playing in Swedish Krona, where 1,000 SEK equals roughly €100. As a precaution, I decided to cool off and take control of the situation.

Given my previous experience with delayed withdrawals and the risk of funds being returned to play, I took what I believed to be a responsible step: I set a daily wagering limit of €1 via the Responsible Gambling tools in my account.

Just a few minutes later, I regretted setting the limit that low, as I wanted to place a bet on an upcoming football match scheduled for the following Sunday. I immediately consulted Leon Bet’s Terms and Conditions, particularly the Responsible Gambling section, and assumed that if I increased or removed the wagering limit right away, the 24-hour cooling-off period would apply. This expectation is clearly aligned with their own policy:

"Once set, wagering limits can be increased or lifted after a 24-hour period."

Source: https://leon.bet/en-se/responsible-gambling

To my surprise and disappointment, the system allowed me to override the €1 wagering limit immediately and continue playing—without any 24-hour delay.

This is not only deeply unfair, but also contradicts Leon Bet’s own stated policies on responsible gambling. The tool designed to help users cool off failed to enforce the rules it was supposed to uphold.

Again, per their own Responsible Gambling section:

"The customer account has the functionality to set daily, weekly, and monthly wagering limits... Once set, wagering limits can be increased or lifted after a 24-hour period."

Source: https://leon.bet/en-se/responsible-gambling

Additionally, Leon Bet states:

"We are committed to promoting responsible gambling and raising awareness about gambling addiction and prevention methods. To support our customers in gambling responsibly... we provide...

Customer-Driven Deposit Limits

Customer-Driven Wagering Limits"

Source: https://leon.bet/en-se/responsible-gambling

This commitment is further reinforced by AskGamblers’ own review of Leon Bet:

"Players at Leon Bet Casino can set deposit and wagering limits on a daily, weekly or monthly basis. They can change them at any point, but an increase happens after a 24-hour waiting period."

Source: https://www.askgamblers.com/online-casinos/reviews/leon-bet-casino

None of this aligns with what actually happened to me. Despite setting a strict wagering limit, I was allowed to continue playing without restriction. I ended up with a final balance of €5,976.50—money I believe I should never have been allowed to wager once the limit was set.

I would like to emphasize that this was not a temporary bug. I have screen recordings showing that the limit can still be changed without the 24-hour cooling-off period being enforced:

Screen recording evidence:

< external link removed >

While I cannot retrieve a history of my Responsible Gambling settings directly from my account, Leon Bet should have access to this data if they take their responsibilities seriously.

In my view, Leon Bet’s failure to enforce its Responsible Gambling policy allowed me to continue playing during a moment when I had explicitly chosen to stop. This undermines both their stated commitments and regulatory obligations, and potentially breaches the Anjouan Gaming License requirements.

This issue has taken significant emotional energy to address. I genuinely believe that had the system functioned as promised, I would not have lost those funds. Leon Bet should also consider that highlighting and fixing this flaw is in their best interest, as it helps protect other users and supports their claim to be a responsible operator.

Resolution Sought:

I respectfully request a refund of the amount lost after the wagering limit was supposed to take effect: €5,976.50.

Addressing this complaint appropriately will not only resolve my case, but also reinforce Leon Bet’s reputation as a trustworthy and responsible platform.

Made a withdrawal on 9/6 and still haven't received any money.

They give me a transfer ID, and I check with my bank, but nothing is coming.

They escalated the case to a different department and told me to be patient because they had some problems.

I have never had any problems with Leon before, now nothing is happening for a week, and when I reach out, they tell me to be patient, and they try to solve the issue.

How many days/weeks can it take?

My funds of 35700inr were blocked and asked me to send verification documents

I sent all the documents and I was asked to wait for 3 days. Then they said it might take 30 days.

I was clueless but waited patiently. Now it's past 30 days

32days have been completed and I am still yet to receive a response on this

My account number on Leon Bet : 711485215

@AskGamblers please help me to get my money back

I created my account on LEON at the beginning of September. I did betting sports and then decided to withdraw. the rertait was refused and I had to do the verification.

I went through the many steps of verification and after sharing, I received a reply that the verification would take up to 30 days. It's now september 30th and if I understand how LEON works with other users, it will be time for a video verification, which must be scheduled. So I'm taking the lead, I'm available for the verification, thanks to LEON for asking me to do it.

I made a mistake creating an account on this site. I would ask others not to make the same mistake again.

Hi,

I created my account on LeonBet in July, everything was fine. After a month, I tried to withdraw, but they blocked my account and asked for verification.

I sent them all the documents they wanted.

First, checking my ID. Then a proof of address. Then picture of my bank card, then the last (according to them) step: a picture of me holding my passport AND a piece of paper with date in front of my account of LEON (seriously??). It was the 22th, august.

They told me everything was fine and it should take "a few hours". After a week, support kept saying "just a few hours".

After insisting for long minutes, the support admitted that it could take 30 days MAXIMUM.

And here we are, 31 days after, I contacted the support, their answer was still "it should't take too long anymore".

I really started to be worried about my money, the worst part was the support who lied again and again and again with really 0 intention of helping me.

I noticed on this site that after complaint, problem resolves kinda quickly, so I hope this post will make things happen.

Thanks