Queja #32 CryptoLeo Casino

Withdrawal delay issue

Por Eric C.

hace 2 años

Hello CryptoLeo and AskGamblers,

I deposited currency in CAD and now it was time to withdraw. The website only offers bank wire withdrawal, but my bank which is CIBC in canada doesnt have a IBAN and therefore no numbers can be entered in that section on their website and therefore I cannot withdraw my currency. I have tried doing a fiat conversation withdrawal to bitcoin which they declined mentionned that they dont offer that at the moment even though it seemed like my withdrawal was doing that.

I spoke with multiple agents that tried to fix the issue but nothing worked. They opened an investigation email on friday which has been more then 4 days and I havent got a return.

Some agents mentioned interac e-transfer but it is not in the options. I would like to request a withdrawal of the amount in my balance of 9900 $ to interact e-transfer at my email : , removed >or to my previous bitcoin wallet address that was used for my last withdrawal on the website.

I have attached files regarding the issue and can provide more if needed,

Thanks for your time

Eric

Casino en conflicto CryptoLeo Casino

Motivo Pago retrasado

Cantidad $9900

Discusión

AskGamblers

• Support Team

hace 2 años

Dear @RickyGoLucky,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

RickyGoLucky

• Quebec

hace 2 años

You can close this complaint took way too long. Lost it. Thanks...

RickyGoLucky

• Quebec

hace 2 años

Hello CryptoLeo and AskGamblers,

Honestly, this is so unfair u guys took so long to withdraw, I lost most if it and now u get what u wanted and paying out barely nothing. Which is so unfair, and I still cant.

Withdraw the remaining of my funds, take my rake back also for the monthly and weekly and withdraw everything please.

Should be 1232 $ remaining

Thanks!
Eric

RickyGoLucky

• Quebec

hace 2 años

Hello CryptoLeo and AskGamblers,

I would like to prioritise the bitcoin withdrawal with my previously used adress that u guys did for my last withdrawal if possible.
Also, please withdraw the remaining balance total balance once processed (might not be 9 900 $ exactly)

Thanks!
Eric

Estadísticas de quejas de CryptoLeo Casino

Resueltas 23 / 24

Cantidad promedio $4,613

Duración media de quejas 9 días

Tiempo de respuesta promedio 1 día

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Dinero Robado

Hola

Este casino me ha quitado más de 1100e de mi cuenta, alegando practicas ilegales en su casino cuando es totalmente falso y son incapaces de demostrarlo. Tengo emails de todo lo que he hablado con ellos , así que si es necesario se los puedo enviar
Por favor ayúdenme ya que es mucho dinero el que me deben
Muchas gracias por su ayuda

Rechazada

€1,100

Very Shifty Delays in Withdrawals

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.

Rechazada

The account was closed while it was being verified

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.

Resuelta

$1,135

Closure of account and confiscating of funds without explanation

On December 28th, I signed up for CryptoLeo and deposited 60 euros into my account. Over the following days, I placed a few bets on NFL games and soccer, making a small profit and increasing my account balance to around 110 euros.

On the morning of January 5th, I was unable to sign in to my account, and a message indicated that my account had been disabled. I contacted chat support, and they informed me that my account was closed due to an administrative decision and that my initial deposit would be refunded. However, chat support later changed their response and said my deposit would not be refunded.

CryptoLeo has failed to provide any reason for the confiscation and has simply stated that it was an "administrative decision." Attached are screenshots of chat logs and email correspondence with CryptoLeo. I would like to be refunded the entire value of my account, including my winnings, which I believe were unfairly confiscated. I hope you can assist in resolving this matter, as I feel I have been treated unjustly by CryptoLeo.

Resuelta

€110

Withdrawl issues and Account disabled

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.

Resuelta

$559

Withdrawal rejections and further account verification issues

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.

No resuelta

$13,500

Keeps asking documents

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.

Resuelta

$3,400

Withdrawal keeps getting cancelled

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.

Resuelta

$12,000

Payment delayed without any answer

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.

Resuelta

€1,100

Not sending funds after account closure

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.

Resuelta

$16,504