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.
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Greetings, ADELINO!
Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.
We would like to resolve your issue and we are happy to help you with your verification. Kindly give us more details, what issue you face when you try to upload the document, also, please try to press on "more information" button.
We would like to inform you that we are still waiting for visible crypto address (we put the address requested in the email to protect your personal data) 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 in order to fully verify your account.
We kindly ask you to try upload the document in the Verification section, in case you still face an error, you can always contact us via support@cryptoleo.com , kindly put in the subject ASKGAMBLERS, so we could answer your email as soon as possible.
Thank you in advance for cooperation!
Best regards,
Cryptoleo Casino Team.
Cryptoleo has asked in this complaint what problems I face when I try to upload the document. I have explained this in my complaint. I have also explained it to Cryptoleo several times by email and live chat in detail. There is no upload button in the tab. Maybe Cryptoleo has asked me for so many documents that their own system does not create new upload buttons on the user end after a certain number have been asked for. I say this because over live chat, I was told by the agent that they could see the button on their end. But it does not matter if it won't appear on the user end. This is not a cookie or browser issue. It is a bug that Crytoleo casino has which needs to be fixed.
The issue is self explanatory if Cryptoleo can look at the screenshot of the verification area that I provided. They have told me in this complaint to click on "More information". Doing so does not allow me to upload the document so it does not solve the problem. It is really simple. Either I need an upload button to be created on the user end of my casino account (which is impossible without their bug being fixed) or I need Cryptoleo to allow me to email the document that they asked for. I understand now exactly what needs to be sent. But under current circumstances there is no possible way to send Cryptoleo this proof. So there is no point in emailing your support what I've already made clear in this complaint. Please resolve the bug or accept an email with the documents.
Dear ADELINO1,
We apologize for the inconvenience you have experienced with the document upload process on our platform. We understand your frustration and are committed to resolving this issue for you.
To help you complete the verification process, we are offering an alternative solution. You can send the required documents via email. Please reply to the email we have sent you, attaching the necessary documents.
We appreciate your patience and cooperation. If you encounter any further issues or have any questions, please do not hesitate to contact us.
Thank you for your understanding.
Best regards,
CryptoLeo Team.
I have emailed a screenshot of the deposit to Cryptoleo from the transactions list of my wallet. It shows the Bitcoin address that Cryptoleo requested sending my deposit to the casino. Waiting for a reply.
Dear ADELINO1,
We have requested screenshots from certain sections to verify account ownership. Kindly check your mailbox and provide us with the requested information. Thank you in advance.
Best regards,
CryptoLeo Team.
Dear ADELINO1,
thank you for providing us with the necessary documents and your patience during this process.
We are pleased to inform you that now you are able to request a withdrawal of funds, and it will be processed as soon as possible.
If you have any other question, feel free to reach out to us.
Best regards,
CryptoLeo team.
AskGamblers
Dear @Adelino1,
The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.
Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.
Thanks in advance for your cooperation.
I received an email from Cryptoleo saying that my account is now verified. I have withdrawn part of my balance today and am waiting to receive it.
Dear ADELINO1,
we are pleased to inform you that your withdrawal has been successfully paid, you can continue withdrawing your funds.
Best regards,
CryptoLeo Team.
AskGamblers
Dear @Adelino1,
The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.
Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.
Thanks in advance for your cooperation.
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