They have been promising to make the transfers for more than a month and have been arguing that they need more to verify the account, although they initially informed that the account was verified.

Há mais de um mês que prometem efetuar as transferências e v?o argumentando que precisam de mais para verificar a conta, embora tenham informado inicialmente que a conta estava verificada.

Dear Diana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. There isn't anything unusual if casinos require additional documents for verification.

When exactly did you request this withdrawal? Could you please confirm that you provided all the required documents?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is [email protected].

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, good morning Kristina, thank you very much for your contact and reply.

I have already sent everything you requested to your email.

I await reply.

Compliments,

Diana E***

Olá, bom dia Kristina, muito obrigada pelo seu contato e resposta.

Já enviei tudo que me solicitou para o seu e-mail.

Aguardo resposta.

Cumprimentos,

Diana E***

Thank you very much Diana for your reply. I will now transfer your complaint to my colleague Tomas ([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 soon.

Hello Diana,

I will take care of your complaint from now on. I'd like to invite representatives of Leon Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the verification & withdrawal issues. 

Dear Leon Casino team,

Has your security department finished the verification procedure of Diana's account?

We would like to ask Leon 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’.

We have received a message from Diana:

"Hello,

I hope you are well.

Sorry to answer so late, but i was watting for an answer of Leon casino.

They send me a e-mail, make a vídeo conference at 21 March, 12h in Portugal. I was in a conversation vídeo sucefull identify.

Today, 23/03/2022 they pay me all my wins.

I have my wins, because of your help, i am so much great to you from my heart!

Thanks for your help, i wish you the best things in live.

I thry my best inglsh, i hope you wnderstand.

Congrats

Diana *******"

Awesome news, Diana! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.