CryptoLeo Casino - Запрос игрока на вывод средств задерживается.

The casino keeps on asking me for proof of my crypto deposit. They said they require a screenshot of my crypto account along with the following:

Please note that this can be a screenshot from a website with your details such as first name, last name, email address

I didn't use a crypto exchange for my deposit, I used my own non-custodial wallet.

Obviously, as anyone who uses crypto knows, a non-custodial wallet (metamask etc), doesn't contain any information about who controls the wallet, funds can only be sent with the private key.

I have explained this very clearly to the casino several times, but they still don't seem to understand this very basic fact about crytpo. This is quite astonishing as the casino is called CRYPTOleo, and they only take crypto deposits.

There is not much more I can do to explain this to the casino.

In my last email to them, I explained it several times over and over, but all they replied with was this:

We hope this message finds you well.

Please note that this can be a screenshot from a website with your details such as first name, last name, email address. We kindly ask you to upload it to your casino profile in order to proceed. We appreciate your cooperation and understanding.

If you have any questions or need further assistance, please don't hesitate to contact us. We're here to help.

Best regards,

Helen

Casino Support Team

There is nothing more I can do. It is like I am talking to a brick wall.

Dear martinnotaston,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your cryptowallet seems to be the only issue?
• Have you provided any other documents to verify your account, and have they all been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Do I understand correctly that verifying your cryptowallet seems to be the only issue?

Have you provided any other documents to verify your account, and have they all been approved?

Yes, they have already approved my ID and proof of address. We have just been going round in circles with this same crypto wallet issue. This is the only issue I know of.

It is quite astonishing that a large crypto-casino that only accepts crypto deposits does not understand how crypto works.

Thank you very much for your reply, martinnotaston. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I have emailed Kristina with screenshots of my the relevant communication I have had with Crypto leo

Could you please clarify the dispute value? Is this the amount you are trying to withdraw?

Ive just been on chat and they have closed my account down and said this:

"I revised your account and unfortunately, it was closed per administrative decision based on the casino responsible gambling policies. I can see that you were in the process of verifying your documents and withdraw your funds. I will report all of this to our team so they can advise how you will proceed. Please give me just a few more minutes and we will be done"

I asked what I had done wrong and they said:

"It was the team decision and they reserve the right to close account as they consider that. There is nothing you have done wrong. I have then reported your case and in a few minutes you will receive an email where you will receive more information on how the team will help you get your funds"

The email hasn't come through yet, they are saying their email system is down at the moment but will email me soon. I don't mind them closing my account down, I wouldn't want to use them again after how difficult it's been to try to get my account verified, but I obviously want my balance paid out.

They are still asking me for the same thing, even though I have explained to them how cryptocurrency wallets work multiple times, their reply below.

I am writing regarding your case. In order to proceed with your refund request, the relevant team requested the following information:

Your crypto wallet profile details. It is a screenshot showing wallet address, email and your name

Your crypto credentials in text format: Crypto wallet address, currency of the wallet, Owner's full name.

If you have any questions, please do not hesitate to contact us at any time.

Best regards,

Stella

Casino Support Team

How can a casino called CRYPTO-LEO not understand that crypto wallets are controlled by private keys, and are not in any persons name? It's utterly bizarre.

Thank you very much, martinnotaston, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello martinnotaston, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of CryptoLeo Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s crypto-wallet is not being approved? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hello!

We would like to inform you that the verification process was completed on the 4th of June. The user account has been closed in accordance with administrative decisions, as outlined in Clause 10.3. Please note that the information requested is for a refund of the remaining balance and not for verification purposes.

We have sent emails to both the original email address associated with the account and the new one, as it appears access to the original email has been lost. However, we have not received any response thus far.

Dear martinnotaston,

Could you provide us with a screenshot of your crypto wallet profile clearly displaying the following information, and also include the same details in text format:

• Cryptowallet address:
• Cryptocurrency type:

Kindly respond to one of the emails you have received with the requested information so we may process the refund accordingly.

Thank you for your cooperation. If you have any further questions, please do not hesitate to contact us.

Best regards,

CryptoLeo Casino

Dear martinnotaston, please let us know once you respond to the casino and give us an update on the situation, if you can. Thank you.

Thank you for the confirmation! I would like to ask CryptoLeo Casino to confirm if the account has now been fully verified, and if the whole disputed amount would be paid. Thank you.

I am really happy to hear this!

Dear martinnotaston, please let us know once you receive the transaction and whether it means the complaint has been solved to your satisfaction.

Dear martinnotaston,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru