Queja #45
CryptoLeo Casino
Withdrawal rejections and further account verification issues
hace 1 año
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.
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.
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