Verification account problem

So I made a deposit last week via BTC and upon logging in after depositing I had a bonus which was 50 FREE SPINS. After that the bonus I then had nearly $8000 of playthrough in order to receive my winnings. I completed this playthrough by using a lower bet tlon order to not violate any terms or conditions.

I completed the bonus and luckily made more than the amount I could withdraw so then my balance went down a considerable amount to reflect the maximum amount I could withdraw. $1900 or so.

I then attempt to withdraw and see that I can't unless I verify. I then verify and receive an email stating my account was verified. So, then I place two withdrawals for about $800 and $900 each. They have been "pending" since I attempted to withdraw.

During the next few days I asked support multiple times where my deposit is. Yet no one could give me any actual information until today when support said if I provide proof of funds along with my identity verification again (as I had already done this and received notification that I was APPROVED) I did so again even thought I feel like I should have had to do that. Now several days later my withdrawals are still "pending" and as far as I can tell nothing has changed and I haven't received any follow-up from the casino.

Now if they weren't marketing themselves as having instant withdrawals along with mixed messages from support I could understand but having an actual license and sending emails stating I was verified and could make one of these advertised instant withdrawals just doesn't sit right with me. I've gambled with several other licensed casinos and never had any issues especially when I deposit with Bitcoin.

Please help me get my withdrawals processed in their advertised timeframe and also stand by that my account was verified which is why I was able to request the withdrawal in the first place.

As a brief introduction, a few weeks ago I opened an account on the CryptoLeo.com website, made a deposit using cryptocurrency (TRX), and started placing sports bets. During that time, I made several deposits and two withdrawals totalling approximately $1,000. However, in mid-January I was asked to verify my account in order to process a third withdrawal of around $1,200 (5k TRX).

I had no issue providing all the required documents—a photo of my ID card, proof of address, and documentation confirming all deposits made in January. After a few days, my account was successfully verified, as evidenced by the screenshots below (#Cryptoleo – verified account; #Cryptoleo – mail regarding verified account). Despite this, the withdrawal was not processed, and I was informed that I needed to wait up to 24 hours for its approval.

A few days later, during a live chat session, I was again told that the withdrawal would be reviewed within 24 hours. Unfortunately, that period passed without the transfer being made. Instead, I received an email stating that the previously verified documents had been rejected and that I was required to submit additional information—specifically, a completed SOWQ questionnaire regarding the source of funds and a business account statement for the past six months (as a self-employed individual, I receive transfers to my business account, and only after taxation do the funds reach my personal account). After sending these documents, I was informed that they had been forwarded to the appropriate department and that I would receive a response soon.

Yesterday, when I attempted to log in to the casino’s live chat to inquire about the status of my case, I was surprised to find a message stating that my account had been deactivated (#Cryptoleo – account closure). I immediately sent an email to the casino asking why my account had been closed and what was happening with my funds. I received a reply, which is attached (#Cryptoleo – mail regarding account closure).

All I am seeking is the withdrawal of my funds (in 1200 USD that have been stolen by Casino, about 500 USD is my deposited amount)—I am not interested in maintaining the account, as I do not plan to continue gambling with this bookmaker.

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.

I have been a dedicated player with VIP status since 2021, and my account has always been fully verified.

However, I’ve recently encountered a significant issue that has left me quite frustrated. Since December 16, I have been unable to withdraw approximately $3,400 from my account. My transactions are exclusively in cryptocurrency. The support team informed me first that they are experiencing technical difficulties, that's why my withdrawal is taking some time.

Just yesterday, I received an email requesting that I verify my account once again. To comply, I uploaded several documents:

- my salary payslips;

- personal bank statements from two different banks (5-digit amount on the bank)

- one company bank statement (5-digit amount on the bank)

- proof of ownership for my company

- A complete deposit and withdrawal history from Binance for all transactions made in 2024.

All the bank statements I provided are recent, covering the last three to six months. Despite my prompt submission of these documents, the review process seems to drag on indefinitely. It’s incredibly frustrating to see such a delay when I’ve provided all the requested information.

Given the amount involved and the urgency of needing access to my funds, this situation is quite distressing. I hope this matter can be resolved swiftly so that I can continue enjoying my gaming experience without these unnecessary hurdles.

I have been a loyal player at this casino since 2022 and have always enjoyed a smooth experience, particularly with withdrawals via the crypto method, which I've used successfully every time since I started. However, I am now facing an issue that I need your help with.

Since last Friday, all of my withdrawal requests have been cancelled, and I’m growing increasingly concerned. I’ve reached out to support and my VIP manager multiple times, but the responses I’ve received have been inconsistent, with explanations ranging from issues with the payment provider to problems with my cache. Despite following the suggested troubleshooting steps, nothing seems to have resolved the issue.

Currently, I have a significant amount of $12,000 in my account, and I’m trying to withdraw $4,300. Given the length of time I’ve been a customer and the trust I’ve placed in this casino, I’m hoping for prompt assistance in getting this matter sorted out. It’s been quite frustrating not being able to access my funds, and I’d truly appreciate your support in resolving this as soon as possible.

I have been playing at CryptoLeo Casino for a while, always playing fair and without any problem. Made a withdrawal of 1100€ on 23th of october. This Casino says that process all payments in 24hours but 4 days have passed and my withdrawal is still pending... Worst than that, my payment is blocked without even being able to cancel it!

Support did not give me any answers, just said sorry And told me to wait... that s just ridículos.

My account is fully verified!

I am asking for your help in order to withdraw all my money.

I won around 7ETH on this casino, after depositing around 3ETH, and after I found out about their quite unique withdrawal limit I read their ToS and point 10.1 states that after requesting account closure, they will send 'any and all funds' remaining in the account balance. I sent the request and they promptly closed the account, but didn't send anything. After asking multiple times in chat, they opened a request to withdraw the funds and they answered about a day after asking for KYC (mind you: this casino advertises themselves everywhere as KYC-free), nonetheless I provided everything they asked for. They asked why my account's country was different than my PoA one, which made no sense since at no point in the sign-up process in the casino they asked for my country. After this, they asked for my crypto address and currency, which I provided immediately. This was 3 days ago, since then they started completely ignoring me, and they are currently holding around €15k.