Ignored account closure request following reported RG tool malfunction
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.
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