I have been struggling to verify my proof of payment at this casino for a week now. None of their agents seem to know what they are doing. I have deposited with Interac which is a bank transfer and they kept insisting that it is a wallet and kept asking document for that... if the casino dont know their own payment method, they should not asking for proof in the first place... my documents have been rejected 4 times now and every time it is rejected for a reason that I have already clearly provided an explanation to the live chat agents on the previous day. There is so much confusion and it seems no information I told the live agent reached the relevant department. I had also offered to stay on the live chat while they check so that I can clearly answer any confusion they have, but the request was denied. All of my request to expedite this was denied.

Hello Thepwner0010,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CryptoLeo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Is the payment the only document not yet verified?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Additionally, please forward the communication between you and the casino related to this case to [email protected].

Looking forward to your answer.

Regards,

Nick

It seems like the casino is not asking for verification anymore. Instead they want to refund my deposit of $500. It has been a week and no progress of this refund has been made. Today, I asked live chat, they still say wait for an email

Hello Thepwner0010,

Did the casino specify why do they want to refund the deposits only?

If possible, please forward the communication between you and the casino to [email protected] for further review.

Awaiting your response.

Regards,

Nick

They said they are refunding because verification had failed. I forwarded their email from 3 weeks ago.

Just today, I asked them for an update, and the refund is still not processed. Please see screenshot for my live chat history with them

Thank you Thepwner0010 for all the information provided. I will now forward your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Thepwner0010,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

However, if I understand the situation correctly, is it possible you made the deposit from someone else's payment method (3rd party) under a different name belonging to someone else? If so, the casino's instructions were to verify this payment method by the rightful owner and provide the relevant documents so they could process the refund. So, if the payment method has not been verified yet, it makes sense why the casino has not processed the refund. However, of course, let's ask the casino for more details and an explanation.

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear CryptoLeo Casino Team,

Could you please explain the player's situation in more detail? Why is the user unable to pass the KYC/verification and withdraw her winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence? In addition, what needs to be done on the user's side so the casino can process the refund or pass the KYC and withdraw the winnings?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

Hello!

Thank you for reaching out regarding the player's verification and withdrawal concerns.

The user's verification was not successfully completed due to a failed liveness check during the Know Your Customer (KYC) process. Additionally, our internal review determined that third-party payment methods were used, which constitutes a violation of our Terms and Conditions.

As a result, the user's winnings were confiscated in accordance with our policies. However, a refund has been processed to the original payment method belonging to the rightful owner. This transaction was completed on March 11th.

We remain available for any further questions or clarification you may require.

Best Regards,

CryptoLeo Casino

Hi Cryptoleo,

Thank you for your attention to this matter. I can confirm that the refund was received but I do not agree that the winning should have been confiscated.

As for the liveness check, I have explained multiple times that I have asked my husband to complete the liveness check because I don't want to show my face because I value my privacy on the internet. After I was informed that the liveness check was denied, I sent my own ID and selfie as an alternative to the liveness check as the casino requested and they were ACCEPTED by the casino.

As for the third party payment issue, I can confirm that it is not true. The payer name might have shown as my husband's name because he and I have a joint account, and whenever I send an etransfer(the payment method used to deposit), the payer name would always show as his name regardless if it was sent from my account or his, because he is the main account holder.

Thank you both for your replies and additional information.

Dear Thepwner0010,

It is something that you very likely cannot prove, and it rather looks like you are 'a husband' who used his wife's identity to register and play at the casino.

Can you please forward the confirmation of a successful KYC/verification or acceptance of your own ID and selfie during the KYC process, and the information from the casino that it is not necessary to pass the liveness check?

To be honest, the liveness check is a very important step in a KYC process, and I strongly doubt the casino would let you bypass it, especially if there is a strong suspicion that the owner of the gaming account and the person whose identity was used upon registration is not the same person. In addition, if you (for example) used a bank card to deposit, the correct name should be written on the card, so it should be possible to prove it by providing photos of both sides of the bank card (usually with some numbers hidden/covered-up). For other payment methods or joint accounts, a similar applies - you should be able to prove it. The casino mentioned third-party payment methods, so not only 1 payment method.

Feel free to send the requested details as screenshots in your post or forward them to my email ([email protected]).

If, for any reason, you cannot provide the requested and prove your claims, please inform us at least about the amount that has been refunded, because based on all the gathered information, there is basically no justified reason that could excuse using someone else's identity and documents and/or excuse liveness check made by a completely different person than the owner of the gaming account.

Therefore, there are only 2 options for how we can close this case.

• You will accept the casino's decision because you seriously breached its Terms and Conditions, which you accepted upon registration, and the case will be closed as successfully resolved with the amount of the refund you have already received and confirmed.
• If you do not accept the casino's decision and still insist on returning the confiscated winnings - unless you fully prove your claims, the case will be closed/rejected.

Thank you. Looking forward to hearing from you.

Greetings all,

Alright, I think that at this point, we do not have to drag the process out unnecessarily.

After gathering all the necessary information and the above-explained, we are rejecting this complaint due to breaching the casino's terms and conditions - there are reasonable grounds to believe the complainant used someone else's personal details/identity to register and play at the casino. In addition, someone else also tried to pass the liveness check during the KYC process, which means the impossibility of completing the verification.

The casino acted in accordance with the terms and conditions the owner of the gaming account accepted upon registration. The user is not eligible for winnings accumulated this way.

Since the casino refunded the last deposit, which the complainant confirmed, the disputed amount will be decreased by $500.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR. In case of any questions, feel free to write to me at [email protected].

Thank you very much, CryptoLeo Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, www.kpvfaw.com