I made a withdrawal request of 300 euros on October 4, which appears in my account history as having been processed and completed. However, as of today, I have not received this money in my bank account.

I have sent multiple emails to customer support and have received a variety of responses. I've been informed it could take 1 to 3 business days to appear in my account; that it could take 1 to 5 business days to appear in my account. The payment method I use is bank transfer, which is listed on Leon's website as taking 1 to 3 business days. Following this withdrawal request, I made another withdrawal that was processed and completed almost instantly, as per usual, and I received the money in my account.

However, the time frame of 5 business days has since passed. I reached out again, and their response was unclear.

"The transaction has been processed on our end, but due to temporary technical difficulties with the payment system, the withdrawal by this method may be delayed several business days.

The operation will be processed, the funds will be credited to your payment account or returned to the balance of your gaming account.

Please wait or try another method for now. We apologize for the inconvenience.

--

Best regards,

LEON "

I hope this issue can be resolved through Casino Guru's support, as the Casino's support team seems to be doing everything they can to delay the payment, using false and unjust arguments against the player.

I have already provided evidence of my bank statement, however, I have not been able to receive evidence of the payment. It's not fair.

Thank you

Fiz um pedido de levantamento de 300 euros no dia 04 de Outubro que aparece no histórico da minha conta como processado e completado, sem que até ao dia de hoje eu tenha recebido esse valor na minha conta bancária.

Já escrevi vários emails para o suporte e foram-me dadas vários tipos de resposta. Que poderia demorar 1 a 3 dias úteis a aparecer na minha conta; que poderia demorar 1a 5 dias úteis a aparecer na minha conta. O método de pagamento que uso é a transferência bancária, que no site do Leon aparece como levando 1 a 3 dias úteis. Após este pedido de levantamento, efectuei outro que foi processado e completado, como habitualmente, quase instantemente e recebido na minha conta.

Entretanto o prazo dos 5 dias úteis já passou, voltei a escrever e a resposta deles é muito confusa.

"A transa??o foi processada por nossa parte, mas devido a dificuldades técnicas temporárias do sistema de pagamento, o levantamento de fundos por este método pode atrasar vários dias úteis.

A opera??o será processada, os fundos ser?o creditados na sua conta de pagamento ou devolvidos ao saldo da sua conta de jogo.

Por favor aguarde ou tente outro método por agora. Lamentamos o transtorno causado.

--

Kind regards,

LEON "

Espero que através do suporte do Casino Guru esta quest?o fique resolvida, uma vez que o suporte do Casino faz tudo para adiar o pagamento, usa argumentos falsos e injustos contra o jogador.

Já enviei prova de extracto bancário, pena n?o poder receber prova do pagamento. N?o é justo.

Obrigada

Dear Sofia123Silva,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Sofia123Silva,

Have you received your withdrawal from the casino yet?

They returned it to the gaming account instead of making a bank transfer. Bad strategy, saying they made the payment, demanding bank statements proving that I didn't receive it and then putting the money back into the gaming account balance. Terrible customer service. Since 10/04/2023 without giving a coherent response and after all there was no bank transfer. It's just regrettable.

thanks

Devolveram para a conta de jogo ao invés de terem feito transferência bancária. Estratégia feia, dizerem que fizeram o pagamento, exigirem extractos bancários a comprovar que n?o recebi e depois voltam a colocar o dinheiro em saldo de conta de jogo. Servi?o de apoio ao cliente péssimo. Desde 04/10/2023 sem darem uma resposta coerente e afinal n?o houve transferência bancária alguma. é só lamentável.

obrigada

Thank you for your reply, Sofia123Silva. Do I understand correctly that you successfully withdrew winnings from this casino at least once? Did you use the same withdrawal method?

Could you please post a screenshot of your withdrawal history here?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. Thank you in advance.

Dear Sofia123Silva,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.