Good evening, on 12/08, I received a no deposit bonus of 30 euros from the casino. The terms and conditions provided by the casino were in general terms and didn't specify anywhere that this bonus had a withdrawal limit of 30 euros, which they gave me. The only constant clarification in the bonus money area was that a turnover of 1200 euros was required, which I achieved and my winnings totaled 588 euros. However, after requesting a withdrawal of this amount, my entire balance was lost except for the initial 30 euros. Following this, I communicated with their chat support, which gave inconsistent explanations about the terms of another bonus, and later admitted that there were no terms for the specific bonus, even though they should have had the bonus terms. I am attaching screenshots of the moment my winnings were cancelled and from the chat with the casino, which admits that there are no terms, apologizes, and claims that they can't do anything and that they sent the wrong terms. Also, the chat agent made up a revised term when I asked for a reference from their site for the term he himself formed, and then ignored me.

The forum does not allow me to upload any attached files here, so please contact me via email so that I can send you the evidence there. As a player who was misled by the casino, I demand either my winnings or a percentage of the winnings, 50%, as they admitted that there are no terms for the promotion that was applied to me.

Καλησπ?ρα σα? στι? 12/08 ?λαβα απ? το καζ?νο ?να μπ?νου? χωρ?? κατ?θεση 30 ευρ? οι ?ροι και προ?ποθ?σει? που μα? παρ?πεμπε το καζ?νο ?ταν σε γενικο?? ?ρου? μπ?νου? που δεν διευκριν?ζοταν πουθεν? ?τι πρ?κειται για μπ?νου? με ?ριο αν?ληψη? τα 30 ευρ? τα οπο?α ?δωσαν . Η μ?νιμη διευκρινηση στην περιοχ? bonus money ?ταν ?τι απαιτο?σε 1200 ευρ? τζ?ρο τον οπο?ο και ?βγαλα τα κ?ρδη μου ?ταν συνολικ? 588 ευρ? τα οπο?α μετ? απ? α?τημα αν?ληψη? του ποσο? χ?θηκαν και ?μειναν τα 30 ευρ? αναληψημα . Σε συν?χεια αυτο? επικοιν?νησα με το τσατ του? το οπο?ο που αν?φερε ασυναρτησ?ε? για ?ρου? ?λλου μπ?νου? και στη συν?χεια παραδ?χτηκαν πω? δεν υπ?ρχαν οροι για το συγκεκριμ?νο μπονου? εν? οφε?λαν να ?χουν του? ?ρου? του μπ?νου? σα? επισυν?πτω στιγμι?τυπα απτ? στιγμ? ακ?ρωση? κερδ?ν και απ? το τσατ με το καζ?νο το οπο?ο παραδ?χεται πω? δεν υπ?ρχουν ?ροι ζητο?ν συγγν?μη και πω? δεν μπορε? να γ?νει κ?τι και πω? Μ ?στειλαν λ?θο? ?ρου? και ο agent στο τσατ μου ?φτιαξε εκε?νη την ?ρα ?ναν μεταποιημ?νο ?ρο ?ταν ζ?τησα να μ στε?λει παραπομπ? απ? το σαιτ του? για τον ?ρο που σχημ?τισε ο ?διο? με αγν?ησε

Δεν μου επιτρ?πει εδ? να ανεβ?σω κ?ποιο συννημενο αρχε?ο παρακαλ? ?πω? επικοινων?σετε με μ?ιλ μαζ? μου για να σα? στε?λω τα αποδεικτικ? εκε? απαιτ? σαν πα?κτη? που υπ?ρξε πλ?νη απ? την μερι? του καζ?νο να μου δ?σουν ε?τε τα κ?ρδη μου ε?τε ?να ποσοστ? των κερδ?ν 50% καθ?? παραδ?χτηκαν πω? δεν υπ?ρχουν ?ροι για την προ?θηση που μου ?γινε

Dear mpoumpou,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please specify which exact bonus you activated and played? Have you activated it inside your casino account or you received the promotional offer via email?

If there’s any relevant communication, please forward it to [email protected].

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good evening I am attaching my entire conversation from start to finish with the casino as of course I have nothing to hide and I want to find a solution as I am a person who always reads the rules. It was a no deposit bonus worth 30 euros which appeared on my casino profile and activated it .Inside the terms button there were the general bonus terms of the casino so as is completely normal I activated it and started the turnover Until the turnover was completed and pressing the button to get the money .all the winnings were lost. they tried to fool me by sending me the wrong rules from the site while at the beginning as you will see they said themselves sorry there are no rules for this bonus then they falsified in writing themselves without referring me to an official paragraph on the site as in the original rule addressed to another bonus which actually related to depositing while I hadn't even done it and they apologized, a small paragraph from the original wrong rule that related to bonuses and when I asked them for the official paragraph that exists, the agent said that he made it at that time in writing chat gt talking about bonuses said This is illegal That's when I realized it was a scam and contacted you

In the initial screenshots there are also the lost profits.

I have emailed you all the evidence that clearly shows that the casino was at fault and that the agent because he lost it tried to logically cheat me in cooperation with his superior via chat for anything else you need I am at your disposal

Καλησπ?ρα σα? σα? επισυν?πτω ?λη τη συνομιλ?α μου απ? την αρχ? μ?χρι το τ?λο? με το καζ?νο καθ?? φυσικ? και δεν ?χω να κρ?ψω κ?τι και θ?λω να βρεθε? λ?ση καθ?? ε?μαι ?νθρωπο? που διαβ?ζει π?ντα καν?νε? .?ταν ?να μπ?νου? χωρ?? κατ?θεση αξ?α? 30 ευρ? το οπο?ο εμφαν?στηκε στο προφ?λ μου στο καζ?νο και το ενεργοπο?ησα .Μ?σα στο κουμπ? των ?ρων υπ?ρχαν οι γενικο? ?ροι μπ?νου? του καζ?νο οπ?τε ?πω? ε?ναι απολ?τω? φυσιολογικ? το ενεργοποι?σα και ?ρχισα τον τζ?ρο Μ?χρι που ολοκληρ?θηκε ο τζ?ρο? και πατ?ντα? το κουμπ? να π?ρω τα χρ?ματα .χ?θηκαν ?λα τα κερδη.προσπ?θησαν να με κορο?δ?ψουν στ?λνοντ?? μου λ?θο? καν?νε? απ? το site εν? στην αρχ? ?πω? θα δε?τε ε?παν και οι ?διοι συγγν?μη δεν υπ?ρχουν καν?νε? για αυτ? το μπ?νου? μετ? παραπο?ησαν γραπτ?? οι ?διοι χωρ?? να με παραπεμψουν σε επ?σημη παρ?γραφο του σ?ιτ ?πω? στον αρχικ? κανονα που απευθυν?ταν σε ?λλο μπ?νου? το οπο?ο μ?λιστα αφορο?σε κατ?θεση? εν? εγ? δεν ε?χα κ?νει καν και ζ?τησαν συγγν?μη ,μια μικρ? παρ?γραφο απ? τον αρχικ? λ?θο? καν?να που αφορο?σε αλλ? μπ?νου? κ ?ταν του? ζ?τησα την επ?σημη παρ?γραφο που υπ?ρχει αυτ? ο agent ε?πε ?τι τον ?φτιαξε εκε?νη την ?ρα γραπτ? στ τσατ γτ μιλ?με για μπ?νου? ε?πε Αυτ? ε?ναι παρ?νομο Εκε? κατ?λαβα ?τι ?ταν απ?τη και επικοιν?νησα μαζι σα?

Στα αρχικ? screenshot υπ?ρχουν και τα κ?ρδη που χ?θηκαν  .

Σα? ?χω στε?λει στο μ?ιλ σα? ?λα τα αποδεικτικ? στοιχε?α που φα?νεται ξεκ?θαρα ?τι το καζ?νο ?φταιγε και ?τι ο agent επειδ? τα ?χασε προσπ?θησε να με εξαπατ?σει λογικ? σε συνεργασ?α με αν?τερο του μ?σω τσατ για ?τι ?λλο χρειαστε?τε παραμ?νω στη δι?θεσ? σα?

Screenshots from the player:

Thank you, mpoumpou, for forwarding all the relevant communication. After reviewing the general bonus terms and conditions, I wasn't able to locate any specified maximum cashout. Although a live chat agent indicated that bonus rules can be provided upon request, this procedure doesn't seem ideal. Fundamental regulations like maximum bets, cashout limits, restricted games, and allowed countries should be readily accessible, just a click away from any promotional offer.

Can you kindly confirm whether this was your first redeemed free bonus from this particular casino?

Good evening yes this is the first free money bonus given by this casino. Previously there were two activations from public codes provided by the casino on social media for free spins on a specific slot, where the rules were posted on the offer. Cash bonus without deposit is the first time I have been given

Καλησπ?ρα σα? ναι ε?ναι το πρ?το δωρε?ν χρηματικ? μπ?νου? που δωθηκε απ? το καζ?νο αυτ? . Παλαι?τερα υπ?ρχαν δ?ο ενεργοποι?σει? απ? δημ?σιου? κωδικο?? που παρε?χε το καζ?νο σε social media για δωρε?ν περιστροφ?? σε συγκεκριμ?νο κουλοχερη,?που οι καν?νε? ?ταν αναρτημ?νοι στη προσφορ? .Χρηματικ? μπ?νου? χωρ?? κατ?θεση ε?ναι η πρ?τη φορ? που μου δ?θηκε

Thank you very much, mpoumpou, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you mpoumpou for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Leon Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hello. All the rules are on our website, of course. In the rules of this offer you can withdraw at the end of the bonus bet amount of 30 euros maximum.

If our clerk had a hard time explaining, we apologize, but he said about the maximum withdrawal bonus.

We apologize for any inconvenience caused.

We look forward to seeing you again!

Γεια σα?. ?λοι οι καν?νε? βρ?σκονται στην ιστοσελ?δα μα?, φυσικ?. Στου? καν?νε? αυτ?? τη? προσφορ?? μπορε?τε να κ?νετε αν?ληψη στο τ?λο? του στοιχηματισμο? μπ?νου? ποσο? 30 ευρ? κατ' αν?τατο ?ριο.

Ε?ν ο υπ?λληλ?? μα? δυσκολε?τηκε να εξηγ?σει, ζητο?με συγγν?μη, αλλ? ε?πε για το μ?γιστο μπ?νου? αν?ληψη?.

Ζητο?με συγγν?μη για την οποιαδ?ποτε αναστ?τωση που προκλ?θηκε.

Ανυπομονο?με να σα? ξαναδο?με!

The employee didn't have a hard time the employee didn't know at all and in fact these rules aren't posted anywhere apologizing doesn't tell me anything. I would like my winnings or part of the winnings at least as there were no rules anywhere when cashing out the bonus

Ο υπ?λληλο? δεν δυσκολε?τηκε ο υπ?λληλο? δεν γν?ριζε καθ?λου και μ?λιστα οι καν?νε? αυτο? δεν ε?ναι αναρτημ?νοι πουθεν? το να ζητ?σετε συγγν?μη δεν μου λ?ει κ?τι. Θα ?θελα τ κ?ρδη μου η ?να μ?ρο? των κερδ?ν τουλ?χιστον καθ?? δεν υπ?ρχαν καν?νε? πουθεν? κατ? την εξαργ?ρωση του μπ?νου?

I also received a personal email from twin casino while the complaint is about Leon casino what is going on?

Επ?ση? ?λαβα ?να μ?ιλ προσωπικ? απ? το καζ?νο twin εν? το παρ?πονο ε?ναι για το Λε?ν καζ?νο τι συμβα?νει;

As a sign of good cooperation since I received such treatment I would like a part of my profits or all the profits

Ω? ?νδειξη καλ?? συνεργασ?α? εφ?σον ?λαβα τ?τοια αντιμετ?πιση θα ?θελα ?να μ?ρο? των κερδ?ν μου η ?λα τα κ?ρδη

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Today I sent this email from Leon casino as a sign of good cooperation for what happened, however in the email they offer me a bonus and not part of my money, which I have to redeem to be withdrawn no more than 150 euros I consider it unfair

Σ?μερα ?κανα αυτ? το μ?ιλ απ? το Λε?ν καζ?νο ω? ?νδειξη καλ?? συνεργασ?α? γι'αυτ? που ?γινε ωστ?σο στο μ?ιλ μου προσφ?ρουν μπ?νου? κ ?χι μ?ρο? των χρημ?των μου .το οπο?ο πρ?πει να τζιραρω για να ε?ναι αναληψιμο ?χι π?νω απ? 150 ευρ? το θεωρ? ?δικο ??

Hi Casino Guru team,

We've conducted a thorough investigation and can confirm that the player had access to the link containing the promotion rules within their profile, specifically under the "Participate" button. I've provided screenshots of the promotion menu for your reference.

The confusion and the unfortunate handling by our support operators stemmed from our introduction of a new promotion format. Recognizing our shortcomings in this instance, we've taken several corrective actions:

1. We've conducted training for our support operators to ensure they are well-versed in the new promotion format.
2. We are in the process of reviewing our internal procedures to improve communication between our promotions design team and the customer support team.
3. We are implementing measures to make the promotion rules clearer and more easily accessible for our players.

We sincerely apologize for the miscommunication and inconvenience we caused. As a gesture of goodwill, we have offered the player a bonus of 50 EUR as compensation for the oversight.

We appreciate your assistance and value your feedback.

Best regards,

Alexander

LeonGaming Compliance Officer

Is the bonus you gave me in my email valid that its withdrawal limit is 150 euros as stated?

Το μπ?νου? που μου δ?σατε στο μ?ιλ μου ισχυει ?τι το ?ριο αν?ληψη? του ε?ναι 150 ευρ? ?πω? αναγρ?φεται;

Isn't it a shame since it was an unfortunate event that I should not be compensated with a part of the profits? Eg 50%?

Δεν ε?ναι κρ?μα ?μω? εφ?σον ?ταν ατυχ?? συμβ?ν να μην αποζημιωθω κ εγ? με ?να μ?ρο? των κερδ?ν; Πχ 50%?

Dear mpoumpou, as the casino representative has specified, you had access to the link containing the promotion rules within your profile. It is unfortunate how it was handled by the support operator but the rules still apply nonetheless. We also believe that the gesture of goodwill from the casino is a fair resolution to the situation, as the original bonus you received was non-deposit, therefore you haven't lost any real funds. Let me know if you can withdraw the max win of €30 and I will change the disputed amount.

Thank you for your understanding!

As my complaint started and after research you did there was no rule and the link referred to different terms. The casino admitted that due to a technical translation issue, the rules did not exist in Greek, which is my language. Yes, I had taken the 30 euros. When you say that you can change it, what do you mean?

?πω? ξεκ?νησε το παρ?πονο μου κ ?στερα απ? ?ρευνα που κ?νατε κ εσε?? καν?να? καν?να? δεν υπ?ρχε και το λινκ παρ?πεμπε σε διαφορετικο?? ?ρου? . Τ καζ?νο παραδ?χτηκε πω? λ?γω τεχνικο? θ?ματο? μετ?φραση? δεν υπ?ρχαν οι καν?νε? στα ελληνικ? που ε?ναι η γλ?σσα μου. Τα 30 ευρ? τα ε?χα π?ρει ναι .?ταν λ?τε ?τι μπορε?τε να το αλλ?ξετε τι εννοε?ται;

Dear mpoumpou,

I'm glad to hear that you were able to withdraw your bonus winnings. I will now mark the complaint as 'resolved' in our system and change the disputed amount to 30€.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter