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.
Beschwerde-Info
Hello, Bogdanpasieka!
Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.
Our team will now review all the provided documents and once they are done we will update you immediately, thank you for your patience and understanding.
If you have any additional questions please let us know.
Best Regards,
CryptoLeo
Hello!
Thank you for being so patient.
As part of our commitment to ensuring a safe and secure gaming environment, we conduct thorough Know Your Customer (KYC) procedures for all players. This is a standard practice required to comply with regulatory obligations and protect both the integrity of our platform and the security of our players.
In this particular case, we were unable to verify the player's source of wealth and the origin of the funds used for their deposits. Despite multiple attempts to contact the player and request additional documentation, we did not receive the necessary information to successfully complete the KYC process.
As a result, the player's account has been closed, and their winnings have been confiscated. This action is in line with our policies, as we cannot accept deposits or process payouts when the origin of the funds remains unconfirmed or appears to come from third-party sources, which is a breach of our terms and conditions.
However, we would like to clarify that the player's initial deposit amount will be refunded. We kindly ask the player to proceed with the withdrawal of the remaining balance of 3049.47 USDTT.
We hope this explanation provides clarity and appreciate your understanding of the situation. Should you require further details, please don’t hesitate to contact us.
Best Regards,
CryptoLeo
Hello! I completely disagree with the decision you have made and your assertions.
I will argue my position and provide you with arguments regarding this matter.
Numerous attempts from your side are repeated requests to provide documents confirming the source of wealth and origin of funds, which I have fully provided to you, as well as requests for documents that have already been verified by you and marked as verified on the website (residential address, etc.).
In dialogue with you (png-1-1, png-1-8), you stated that the confirmation from the cryptocurrency wallet was not acceptable because it was unclear to whom this wallet belongs (and this is precisely the reason why it does not qualify) (png-1-2, png-1-3, png-1-4, png-1-5). I provided all the necessary documents and pointed out that the screenshots clearly indicate the account owner's information (png-1-5, png-1-6, png-1-6a, png-1-6b, png-1-6c, png-1-6c-, png-1-7, png-1-8). Your specialists said they would review the document again, but ultimately rejected it without providing reasons after 3 days. The dialogue (which is saved) and all documents will be provided below (others are also mentioned in the first message of the complaint).
I also repeatedly offered to conduct a video call where I could show all the requested and verifying documents live, proving that the account belongs to me. You refused (even though your rules state that such an option is possible in disputed situations, and your specialists themselves mentioned this option).
All of the above confirms that you are unwilling to fully consider this situation and are neglecting your own rules and requests. And now you are saying that you cannot verify and cannot obtain additional information from me.
I have an account, I have funds (which I have confirmed), I have a car and my own apartment, which I purchased while still in Ukraine. I live with my family on these funds and savings, as well as on income I receive from operations in the cryptocurrency sphere. And, of course, I have sufficient funds to play and make a deposit of $249, which you are questioning. In fact, I am capable of making any deposit I choose.
Yes, currently, due to the war and relocation, I am unemployed, but this is not prohibited by the platform's rules. Nowhere does it state that a person must be officially employed to use the services of your platform.
I ask the specialists of the AskGamblers platform to directly intervene in resolving and independently overseeing this matter. I can provide any documents or forward dialogues with the platform representatives via email to ensure they are completely authentic and truthful.
Screenshots
Screenshots
Dear Bogdanpasieka,
Thank you for responding.
As we have explained earlier, you have failed to provide the required proof of earnings and the origin of the funds used for your deposits. After thorough consideration, we regret to inform you that the decision regarding your account is final and cannot be reversed.
However, we will refund your initial deposit amount. Kindly make a withdrawal request for the remaining balance in your account at your earliest convenience so we can process the refund.
If you have any questions or need assistance with the withdrawal process, please do not hesitate to contact us.
Best Regards,
CryptoLeo
Dear AskGamblers,
I kindly ask the specialists of the AskGamblers platform to directly intervene and independently oversee the resolution of this matter. I can provide any documents or forward dialogues with the platform representatives via email to ensure their complete authenticity and truthfulness.
Please join this chat. I find this decision unfair, unlawful, and dishonest towards me.
I request a full and consistent review of this situation because I believe that the representatives of CryptoLeo are sabotaging this process and deviating from their own rules and policies towards players.
Representative of CryptoLeo, please duplicate your request and your requirements here in this discussion. I kindly ask you to clearly and unambiguously describe your requirements and the reasons for the decision you have made.
Additionally, please provide exact reasons why my documents and statements from the cryptocurrency account were not accepted or deemed insufficient.
Include proper reasoning and align it with the rules of your platform.

Dear CryptoLeo Casino,
The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.
Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.
Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Thanks in advance for your cooperation.
Dear Askgamblers,
We have sent an email with further clarifications, please check it.
Let us know if you need further information.
Best Regards,
CryptoLeo Team
Dear CryptoLeo, please duplicate your request and your requirements here in this discussion. I kindly ask you to clearly and unambiguously describe your requirements and the reasons for the decision you have made.
Additionally, please provide exact reasons why my documents and statements from the cryptocurrency account were not accepted or deemed insufficient.
Include proper reasoning and align it with the rules of your platform.
I would like to clearly understand the reason for your decision regarding my account.
Thank you in advance for your assistance and understanding.
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