CryptoLeo Casino - The account was closed while it was being verified - Reclamação resolvida

boob92

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.

boob92

As an addition, I have received about 30 minutes ago following email from Cryptoleo:

"We would like to inform you that your account has been closed following the decision of the relevant department. Your withdrawal of 5042.03 TRX was approved on January 29th and successfully paid out."

It is not true and therefore wanted to ask for the transaction hash or other proof of that payment.

CryptoLeo Casino

Hello!

Thank you for bringing this matter to our attention.

Your account has been permanently closed due to fraudulent activity.
“The company has a strict anti-fraud policy and uses various anti-fraud tools and techniques.
If the player is suspected of fraudulent activity, including but not limited to: participating in collusion of any kind with other players; fraudulent acts against other online players casinos or payment providers charge back transactions with a credit card, refuse some payments made, create two or more accounts, engage in other types of fraud or become insolvent in their country of residence, the Company reserves the right to terminate this account terminate and suspend all accounts and payouts to the player.
This decision is at the sole discretion of the Company and the player will not be notified or informed of the reasons for such actions.
The company also reserves the right to notify the relevant regulatory authorities of the player’s fraudulent activities.”

Please note that your withdrawal was processed.

Kind Regards,
CryptoLeo

AskGamblers

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 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.

CryptoLeo Casino

Hello,

Thank you for your attention!

Please note that the player's winnings, amounting to 5,042.03 TRX (~1,134.51 EUR), were successfully processed and paid out on January 29, 2025, at 08:52:28 UTC+0. Following this, the account was closed in accordance with our Terms & Conditions.

As stated in Section 10.3 of our T&Cs:

"The Company reserves the right to close your User Account and to refund to you funds from the balance of the User Account, subject to the deduction of relevant withdrawal charges, at the Company's absolute discretion and without any obligation to state a reason or give prior notice."

Thank you for your understanding and cooperation.

Best Regards,

CryptoLeo

AskGamblers

Dear @boob92,

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.

boob92

Hello,

I do not understand why my account was deemed as something that broke your TC, probably the only reason is that I am winning player. Anyway, I have received funds therefore the complaint seems to be resolved.

Thanks