CryptoLeo Casino - Withdrawl issues and Account disabled

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CryptoLeo Casino

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$ 559.23

Veröffentlicht am 6. Januar 2025

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After completing the verification I still was not be able to get my winnings withdrawn as it was stuck on ‘pending’ for the entire week.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

Veröffentlicht am 6. Januar 2025

Hello!

Thank you for bringing this matter to our attention.

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card, or denial of some payments made creating two or more accounts other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions.

The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure.

Best Regards,
CryptoLeo

Veröffentlicht am 6. Januar 2025

Hello I have no involvement in any fraudulent actions neither any fraudulent transactions on the site.
Also I have no fraudulent behaviour while using the casino to place bets, I have played just like at any other casino. I have only played with real balance aswell, no bonus money. And now happen to win and make some profits and you guys suspend my account for it?
Whats going on, how will this be solved? Im not a cheater.

AskGamblers
Veröffentlicht am 8. Januar 2025

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.

Veröffentlicht am 9. Januar 2025

Dear all,

We are sorry for the delayed reply.

Our team is currently working on gathering the requested information, as soon as we are ready we will provide it to the email.

Thank you for your patience and understanding.

Best Regards,
CryptoLeo

Veröffentlicht am 10. Januar 2025

Still no updates, my account is still disabled and my deposit of 60eur + winnings are still being held by cryptoleo.

Veröffentlicht am 13. Januar 2025

Dear Markusedrea,

Thank you for being so patient while we are gathering the information.

Our team is working to provide the requested information, we will come back with an update as soon as possible.

Thank you for your understanding.

Best Regards,
CryptoLeo

Veröffentlicht am 14. Januar 2025

Dear AskGamblers Complaint Team,

Thank you for being so patient and allowing us to gather the requested information.

We have sent you an email with the requested information, please check it.

Let us know if you have any additional questions.

Best Regards,
CryptoLeo

AskGamblers
Veröffentlicht am 14. Januar 2025

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the CryptoLeo Casino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Veröffentlicht am 15. Januar 2025

Dear AskGamblers Complaint Team,

We provided further information, please check your email.

Best Regards,
CryptoLeo

Veröffentlicht am 15. Januar 2025

Hello AskGamblers Complaint Team,

If you have any questions or if something is unclear from my side of the issue, I am happy to assist and respond to all inquiries. I am confident I have done nothing wrong and maintain that my money was unfairly and unethically confiscated.

May I be included and aware of what im being acused of doing wrong here?

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