CryptoLeo Casino - Der Spieler hat Probleme mit der Verifizierung.

I've been trying to withdraw my money since January 1, 2025. They keep rejecting my documents, even though I've already sent everything I have.

Seit dem 01.01.25 versuche ich mein Geld abzuheben. Sie lehnen meine Dokumente immer wieder ab, obwohl ich schon alles geschickt habe was ich habe

Dear hochg,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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.

I've already given you everything. Now I have to submit the proof of payment to you. I've sent you all the documents I have, and you still won't accept it, even though everything is clearly visible on the documents.

Ich habe Ihnen schon alles gegeben. Jetzt muss ich den Einzahlungsnachweis bei Ihnen bestehen, dafür habe ich Ihnen alle Dokumente geschickt die ich habe und sie akzeptieren es immer noch nicht, obwohl alles auf den Dokumenten zu sehen ist.

Is there an update?

Gibt es ein Update?

Thank you for your reply, hochg. I would like to clarify that you are now communicating with a casino.guru employee, not the casino itself. We have not received (nor required) any documents from you. Therefore, please refer back to my initial reply and provide all the necessary information so we can proceed with this complaint. Thank you.

Could you please tell us which documents you have already submitted and when exactly you sent the last one?

I sent you everything you requested. Proof of income, crypto transaction code. The last document I sent you was 4 days ago.

Did you submit all required documents promptly and in the correct format? Yes, I did.

Können Sie uns bitte mitteilen, welche Dokumente Sie bereits eingereicht haben und wann genau Sie das letzte gesendet haben?

Ich habe alles Ihnen gesendet was sie wollten. Einkommensnachweis, Krypto-Transaktionscode. Das letzte Dokument was ich Ihnen gesendet habe war vor 4 Tagen

Haben Sie alle erforderlichen Unterlagen zeitnah und im richtigen Format eingereicht? Ja, das habe ich

Why do I have to wait so long for an answer from you, casinoguru?

Wieso muss ich so lange auf eine Antwort von Ihnen warten, casinoguru?

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently handle over 1,300 active complaints, and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint, and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

ok

Thank you very much, hochg, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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 there,

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

I would now like to ask CryptoLeo Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Hello!

To proceed with the verification we still require:

• Source of Wealth - must show the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months).
• Proof of deposit for the transactions made on 2024-10-11 at 00:31:34 UTC and 2024-11-09 at 10:44:17 UTC. As those are crypto transaction, the crypto wallet deposit address, transaction hash and time should be displayed.

Thank you for your time and attention.

Best regards,

CryptoLeo Casino

Should I upload the documents here or should I send them to you, casinoguru?

Soll ich die Dokumente hier hochladen oder soll ich das euch schicken, casinoguru?

Dear hochg, you will need to provide the requested documents directly to the casino either through your account or through an email address the casino has indicated. Thank you in advance for your cooperation!

Hello,

I have now sent the crypto transactions to cryptoleo.

I sent you proof of source of assets at least two months ago. At first, you didn't want to accept it (I don't know why), but after a few questions from you and the documents I sent you, I was under the impression that you had accepted my source of assets. And now I'm getting another request for the source of assets.

Hallo,

Ich habe die Krypto-Transaktionen cryptoleo jetzt geschickt.

Den Nachweis für Vermögensquelle habe ich Ihnen aber schon vor mindestens 2 Monaten geschickt. Diesen wollten Sie erst nicht akzeptieren (ich weiss nicht wieso), aber nach paar Fragen von ihnen und Dokumenten die ich Ihnen geschickt habe, hatte ich den Eindruck, dass sie meine Vermögensquelle akzeptiert hätten. Und jetzt bekomme ich doch wieder eine Anfrage auf die Vermögensquelle

Thank you very much for the update. Please keep me informed about any further developments.

So, casinoguru, my documents keep getting rejected without explanation. Can you talk to cryptoleo, since they never answer me and only send standard replies?

Also casinoguru, meine Dokumente werden immer wieder abgelehnt und ohne Begründung. Können sie mit cryptoleo reden, da sie mir nie antworten und nur Standard-Antworten schicken

Dear CryptoLeo Casino representative, can you let us know why the player's documents are being rejected? Thank you in advance for your clarification!

Dear hochg,

We would like to inform you that your proof of deposits has been successfully accepted. However, the documents provided for the Source of Wealth verification do not meet our requirements.

Please note that screenshots of bank statements are not sufficient. To comply with our policy, we kindly ask you to submit one of the following types of documentation, dated within the last three months:

• Salary statement or payslip
• Proof of business ownership or recent business income
• Sale agreement of a property
• Inheritance payment confirmation
• Divorce settlement agreement

We appreciate your cooperation and understanding in this matter. Should you have any questions or need further assistance, feel free to contact our support team.

Best regards,

CryptoLeo Casino

But I have shown you my income and where the money comes from. I have no other documents.

Ich habe Ihnen aber mein Einkommen gezeigt und woher das Geld ist. Ich habe keine anderen Dokumente

Casinoguru, will you also comment on this topic?

Casinoguru meldet ihr euch auch mal zu dieser Thematik?

Hello?

Hallo?

Dear hochg, Regarding the verification process, please note that each casino must follow specific regulatory requirements and country-specific legislations. Because of this, we are limited in our assistance in issues regarding verification procedures.

To continue resolving your case, you’ll need to submit the requested documents as outlined by the casino. They’ve specifically mentioned that screenshots cannot be accepted, so we kindly ask if you can provide your document in PDF format instead.

Thank you for your understanding and cooperation!

I also sent you the PDF documents, but it was still not accepted.

Ich habe Ihnen auch die PDF Dokumente geschickt, trotzdem wurde es nicht akzeptiert.

Can you please provide me with the documents you have provided to the casino for review? You can forward it to my email. (peter.c@casino.guru) Thank you in advance for your cooperation

I just sent it to you

Ich habe es Ihnen gerade gesendet

Dear hochg, the only issue I can see in this situation is that none of these bank statements are dated within the last three months as per the casino's request. Please provide the casino with the requested documents dated this year so we can continue with the resolution of the complaint. Thank you in advance for your cooperation!

However, I don't have any income this year that I can show you. First of all, I believe I last deposited money into CasinoGuru in September 2024. Why should I show bank statements for the last three months? They would have to be bank statements for the last three months, from September 2024, which I just sent you.

Ich habe aber dieses Jahr kein Einkommen, was ich Ihnen zeigen kann. Vor allem habe ich glaube ich das letzte mal bei casinoguru im September 2024 eingezahlt. Wieso soll ich jetzt die letzten 3 Monate Kontoauszüge zeigen? Es müssten die letzten 3 Monate von September 2024 Kontoauszüge sein, die ich ja Ihnen jetzt geschickt habe.

If you didn't have any income this year, I recommend providing the casino with proof that you are registered at the Labour Office, or if you are taking any Welfare or similar benefits a proof of that instead. If you are not registered there or do not receive welfare, I'm not sure what else can be provided as sufficient proof.

That's exactly what I told cryptoleo. I'm a student and I'm waiting for the summer semester of my master's program, which I'm planning to start. Until then, I'm taking a break and living off my savings. How am I supposed to provide proof? I've shown you proof of when I was still a student and receiving income.

Genau das habe ich cryptoleo auch gesagt. Ich bin Student und warte auf das Sommersemester für mein Masterstudium, dass ich beginnen will. Bis dahin mache ich eine Pause und lebe von meinem Ersparten. Wie soll ich da ein Nachweis zeigen? Ich habe Ihnen Nachweise gezeigt wo ich noch student war und Einkommen bekommen habe.

Maybe providing a confirmation of student status could be used here instead of providing the bank statements that are dated within the last three months. If you are a student, you are not required to have an income or be registered anywhere, as all social and healthcare levies are paid for by the government due to your student status. Let me know if you can get hold of this confirmation, and we will see if the casino will approve it. Thank you in advance for your cooperation!

Will cryptoleo recognize this? I graduated in October 2024.

Wird cryptoleo das anerkennen? Ich habe aber mein Studium am Oktober 2024 abgeschlossen

So you are no longer officially a student from October 2024?

And

Ja

Yes, I am no longer a student since October 2024

Ja, ich bin seit Oktober 2024 kein Student mehr

Dear representative, before we continue, could you clarify what is the need for the proof of income over the last 3 months if none of the player's deposits have been made in that time? Additionally, if the player is unemployed, as they say, what documentation would be satisfactory to provide instead of the proof of income? Thank you in advance for the clarification!

I've already sent this to you, cryptoleo. Why again now?

Das hatte ich Ihnen schon einmal zugeschickt cryptoleo. Wieso jetzt nochmal?

Dear hochg, I understand your frustration, but I would appreciateit if you could cooperate with the casino and provide the documents once again. As I have already mentioned, we can't do much when it comes to verification, so you will need to follow the steps outlined by the casino representative for the quickest way to resolution. Thank you in advance for your cooperation!

I have already sent you everything again

Ich habe Ihnen bereits alles nochmal geschickt

Hello!

We would like to clarify that we are still awaiting documentation confirming the receipt of legal income.

With regard to the bank statement, we acknowledge receipt of the statements for August, September, and October. However, as previously indicated, the statement for November is still required.

Should you have any further questions, please do not hesitate to contact us.

Best regards,

CryptoLeo Casino

I've now sent you the bank statement for November. I've sent you the documents detailing exactly where my money is coming from. This can also be seen in the bank statements, where it's clearly shown where the money was sent from and when. I've also provided you with documents proving my savings. Everything is documented, and you can see where the money is coming from. But you still don't want to accept it and don't even give a reason why!

Ich habe Ihnen jetzt denn Kontoauszug für den November geschickt. Ich habe Ihnen die Unterlagen geschickt, wo genau steht woher mein Geld kommt. Dies sieht man auch unter anderem in den Kontoauszügen, wo klar ersichtlich ist von wo und an wenn das Geld geschickt wurde. Darüber hinaus habe ich auch Ihnen mein erspartes Geld mit Unterlagen belegt. Es ist alles belegt und man kann nachvollziehen woher das Geld kommt. Sie wollen es aber trotzdem nicht akzeptieren und nennen nicht mal eine Begründung weshalb es nicht akzeptiert wird!

Dear hochg,

Thank you for providing the bank statement for November. Please be informed that the documentation is currently under review.

Upon further examination of the submitted bank statements, we have noted that the statement for October is missing. We apologize for the oversight in our earlier communication.

Could you kindly upload the bank statement covering the month of October to the verification page at your earliest convenience? We will ensure to update you promptly regarding the remaining documentation provided.

Thank you for your understanding and cooperation.

Best regards,

CryptoLeo Casino

I sent it again, even though I sent it months ago!

Habe ich wieder geschickt, obwohl ich das schon vor Monaten geschickt hatte!

Why does it take so long to get an answer?

Wieso dauert es wieder so lange bis man eine Antwort bekommt?

Dear hochg,

To proceed with the verification, we kindly request documentation confirming how you funded your Bybit wallet from your bank account. This should include a screenshot or bank statement showing the transaction(s) from your personal bank account to the Bybit wallet, clearly displaying your name and transaction details.

Additionally, please provide screenshots of all transactions from your Bybit wallet. These must include both incoming transactions to the wallet and outgoing deposits made to our platform.

We also ask for clarification regarding the BAföG loan. So far, we have only received evidence of disbursements for July and August. Kindly provide an explanation or documentation confirming the receipt of BAföG funds for the remaining relevant period.

Lastly, please explain the origin of the following amounts deposited into your Bybit account: 3284.7457 USDT, 1050.3002 USDT, and 1049.8952 USDT. Supporting documents will help expedite the review process.

We appreciate your cooperation. Please ensure that all submitted materials are clear and verifiable.

Thank you for your understanding.

Best regards,

CryptoLeo Casino

I've now sent you everything. I had to spend a lot of time gathering the information. I hope you'll finally accept this data and stop inventing something else you "need."

Ich habe IHNEN jetzt alles geschickt. Ich habe viel Zeit verbringen müssen, um die Informationen zusammen zusammeln. Ich hoffe sie akzeptieren diese Daten jetzt endlich und erfinden nicht nochmal irgendwas was sie "brauchen".

Dear hochg,

We would like to inform you that your explanation regarding the origin of the amounts deposited into your Bybit account has been accepted.

However, the files provided for the transactions have not been approved, as they consist of partial, cropped screenshots compiled into a single document. For verification purposes, we require individual, clear screenshots.

At this time, we still require the following:

• A bank statement showing the account used to fund your crypto wallet - individual screenshots of all transactions from your crypto wallet, including all deposits made to our platform.

• An explanation regarding the remaining credited amounts in the crypto wallet, as we have only received sufficient proof for July and August.

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

Best regards,

CryptoLeo Casino

"However, the files provided for the transactions have not been approved, as they consist of partial, cropped screenshots compiled into a single document. For verification purposes, we require individual, clear screenshots."

Why? What do you accept from me to do? Give an example!

"A bank statement showing the account used to fund your crypto wallet - individual screenshots of all transactions from your crypto wallet, including all deposits made to our platform."

I did give you an bank statement! I did give you all transactions from my crypto wallet that i did to your

platform!

"An explanation regarding the remaining credited amounts in the crypto wallet, as we have only received sufficient proof for July and August."

What does that even mean? Do you mean my BAföG or what? I gave you an explanation!!

Hello. Will I get answers to my questions?

Hallo. Kriege ich Antworten auf meine Fragen?

Dear hochg,

As previously mentioned, the uploaded files for the deposit confirmations were not acceptable, as they appeared cropped and spread across multiple documents.

We kindly request that each transaction be submitted as a separate screenshot or file. Please send the correctly formatted documents to our support email: support@cryptoleo.com.

Additionally, further clarification is required regarding the BAföG explanation. Our review only found supporting documentation for July and August, and the response provided appears to be incomplete or difficult to interpret. We would appreciate it if you could provide a clearer and more comprehensive statement.

Thank you for your understanding and cooperation.

Best regards,

CryptoLeo Casino

I did send you another email with all the documents separated

Hello, hochg!

We have received your email. While the transactions are separated as requested, the images are still cropped and placed on different backgrounds.

Please note that your last provided screenshot meets the requirements, as it was taken directly from the browser and not cropped. Kindly take a clear screenshot of each requested transaction in the same manner.

Thank you for your cooperation and patience.

Best regards,

CryptoLeo Casino

I have sent everything to you again

Ich habe wieder alles Ihnen geschickt

Dear hochg,

We would like to inform you that the proof of deposits you have provided has been accepted. However, the documentation submitted does not cover all transactions. Specifically, you have made a total of 19 deposits to the casino, but only 9 have been provided in the required format.

Kindly provide the remaining deposit records in the same format. Please note that these correspond to the first 10 transactions made, all of which can be verified through your transaction history.

Thank you for your understanding and cooperation.

Best regards,

CryptoLeo Casino

Dear hochg,

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.

I did send the transactions again, but casinoguru can you not see that they only trying to delay all the time?

Dear hochg,

Thank you for providing the requested documentation. We have received nine files from you; however, as mentioned in our previous correspondence, proof for a total of ten transactions is still required.

Specifically, we kindly ask you to provide a screenshot of the deposit made on 2024-05-18 at 17:58:51 UTC.

In addition, we have noticed that in the provided screenshots, the transaction hash codes are not fully visible. For verification purposes, please ensure that the complete hash code for each transaction is clearly displayed, as it was in the previously accepted proofs of deposit.

Furthermore, we have not yet received a bank statement showing how you funded your Bybit cryptocurrency account, as requested in our earlier communication. This statement is still required to proceed.

Kindly upload the documents to your verification page or send them directly to our email at support@cryptoleo.com.

Should you have any further questions or require assistance, please do not hesitate to contact us.

We appreciate your cooperation and understanding.

Best regards,

CryptoLeo Casino

I sent you the transaction from May 18, 2024. I've explained to you several times that I only made deposits on Coinbase and sent my crypto from Coinbase to Bybit. Why do you still need hash codes?

Ich habe Ihnen die Transaktion vom 18.05.24 gesendet. Ich habe Ihnen schon mehrmals erklärt das nur Einzahlungen auf coinbase gemacht hatte und von coinbase auf bybit mein crypto gesendet habe. Für was brauchen sie noch Hashcodes?

Casinoguru, I need help again. This can't go on like this. You're always coming up with something new to drag this out!

Casinoguru ich bräuchte hier mal wieder Hilfe. Das kann so nicht weiter gehen. Sie denken sich immer was Neues aus um das in die Länge zu ziehen!

Dear hochg, I understand your frustration, but I would appreciate it if you could cooperate with the casino and provide the requested information. As I have already mentioned, we can't do much when it comes to verification, so you will need to follow the steps outlined by the casino representative for the quickest way to resolution. If you won't cooperate, I will be forced to reject your complaint. Thank you in advance for your cooperation!

I'm cooperating. I'm giving you all the documents you need. It's strange that you're opposing me. You don't even ask what the problem is. You immediately accuse me of not cooperating!

Ich kooperiere doch. Ich gebe Ihnen alle Dokumente die sie brauchen. Das sie sich gegen mich stellen ist sehr komisch. Sie fragen nicht mal nach wo das Problem ist. Sie beschuldigen mich gleich nicht zu kooperieren!

Have you provided the hash codes the casino requested then?

And

Ja

Yes, I have

Ja, habe ich

Thank you for the update hochg.

Dear CryptoLeo Casino representative, can you please update us on the status of verification? Thank you in advance!

Hello hochg,

We are still unable to proceed with your verification as we have not yet received the required bank statement showing how your Bybit wallet was funded from your bank account. This document is essential in order to complete the review process.

Please provide us with a copy of the bank statement from the account used for funding. The statement must clearly show your name, the account number, and the transaction(s) used to fund the Bybit wallet. As mentioned previously, any unrelated transactions may be redacted.

Once this document is submitted, we will be able to move forward with your request without further delay. You may upload the file directly to your verification page or send it to us at support@cryptoleo.com.Thank you for your prompt attention to this matter.

Best regards,

CryptoLeo Casino

I've sent it to you several times, and you keep rejecting it. Why? I never get a response?!?

Ich habe es Ihnen schon mehrfach geschickt und sie lehnen es immer wieder ab. Wieso? Ich kriege darauf nie eine Antwort?!?

Hello hochg,

Thank you for your update.

We kindly ask that you resend the documents you mentioned, as according to our records, your last email communication and document upload were nearly two weeks ago, and your last contact via chat was at the end of August. There is nothing recent since that date.

Given this timeline, we encourage you to provide the requested documents at your earliest convenience. This will demonstrate your willingness to resolve the matter, and we appreciate your cooperation.

You may send the documents via email or refer to your latest communication. Once received, we will review them promptly and provide an update.

Best regards,

CryptoLeo Casino

And once again, I haven't received an answer as to why it keeps getting rejected. Instead, they want me to send it again, even though I've already done so, only to reject it again in the end and thus gain time. I want an answer now as to why it keeps getting rejected!

Und schon wieder bekomme ich keine Antwort, wieso es immer wieder abgelehnt wird. Dafür wollen Sie das ich es nochmal schicke, obwohl ich es schon getan habe, um zum Schluss eh es wieder abzulehnen und somit wieder Zeit zu gewinnen. Ich will jetzt eine Antwort wieso es immer wieder abgelehnt wird!

Dear CryptoLeo Casino representative, At present, it is unclear to us what specific aspect of the documentation is preventing the successful completion of the verification procedure.

Given the length of time this matter has been pending, the player has understandably become quite frustrated with the delay. In order to better assist them and ensure we are fully aligned with your compliance requirements, we would greatly appreciate it if you could provide us with further clarification regarding the nature of the issue. For example, if certain documents do not meet your standards or if additional information is required, a detailed explanation would allow us to guide the player more effectively and expedite the resolution process.

Your guidance will not only help us resolve this case more swiftly but will also contribute to maintaining the player’s trust and confidence in the verification process. We are committed to working collaboratively with you to bring this matter to a satisfactory conclusion as soon as possible.

Thank you very much for your time and support. We look forward to your clarification.

Hello!

We would like to clarify that we require documentation showing the replenishment of the Bybit account during the period of 2023–2024, as this is when deposits were made to the casino. None of the documents provided so far covers this timeframe, which is necessary to verify how the account was funded prior to the deposits to the casino.

In summary, we require documentation demonstrating how the Bybit wallet was funded both before and during the deposits to the casino. If a bank account was used for this purpose, a bank statement showing the relevant transactions to the Bybit wallet would be sufficient.

Furthermore, we are still awaiting an explanation regarding the remaining credited amounts from the crypto wallet, as at this stage, we only have proof of funds for July and August.

If you have any questions or require further clarification, please do not hesitate to contact us.

Best regards,

CryptoLeo Casino

I've already sent you everything. Bank statements showing how much I've deposited into my crypto wallet. I've also answered your question about proof of account balance for July and August. They offer to write to them if I have any questions. They don't even answer the questions; they always just send an answer written by the AI, and that's it. If you ask via live chat, they have no idea either and just repeat what's in the email. They don't even try to solve the problem. I'm not the only one, as far as I can see. Many people have also filed complaints against cryptoleo. Unfortunately, they gave up and stopped responding because the casino keeps wasting time!

Ich habe Ihnen schon alles geschickt. Kontoauszüge wo man sieht wie ich in meine Crypto Wallet eingezahlt habe. Ich habe Ihnen auch die Frage für den Nachweis für Juli und August beantwortet. Sie bieten mir an das ich bei Fragen sie anschreiben soll. Sie beantworten nicht mal die Fragen, sie schicken immer nur eine von der KI verfasste Antwort und das wars. Fragt man beim Live-chat nach, haben die auch keine Ahnung und labern nur das nach was in der Email steht. Sie versuchen das Problem nicht mal zu lösen. Ich bin nicht der einzige, wie ich sehe. Viele haben auch eine Beschwerde eingereicht gegen cryptoleo. Sie haben leider dann aufgegeben und nicht mehr geantwortet, weil das Casino immer wieder nur Zeit schindet!

Dear hochg, can you please provide me with what you sent to the casino for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I did send you an email

Will I ever get an answer?

Kriege ich mal eine Antwort?

Dear hochg, Following our review of the submitted documents, we acknowledge that you have provided proof of account balances for July and August. However, the casino has specifically requested evidence of Bybit account replenishments during the period 2023–2024. At this time, only documents covering 2024 have been provided.

To proceed with the resolution of the complaint, please kindly supply the requested documentation for 2023 at your earliest convenience.

Thank you in advance for your prompt attention and cooperation!

I didn't use Bybit in 2023. During that time, I used Coinbase and deposited funds there via my bank account, which they clearly showed on my statements. Afterward, I transferred my cryptocurrency from Coinbase to Bybit, so I had no deposits there until I deposited a few hundred euros in 2025.

Ich habe 2023 bybit nicht genutzt. Ich habe in dieser Zeit coinbase genutzt und dort über mein Bankkonto eingezahlt, welches sie sehr gut auf den Kontoauszügen sehen konnten. Danach habe ich meine Crypto-Währung von coinbase nach bybit gesendet und somit hatte ich dort keine Einzahlungen bis ich im Jahr 2025 dort ein paar 100€ eingezahlt habe.

Is the explanation understandable? I request a prompt response.

Ist die Erklärung verständlich? Ich bitte um eine schnelle Antwort

Thank you for the clarification hochg.

Dear CryptoLeo Casino representative, is this explanation satisfactory for the continuation of the verification process? Thank you in advance for your update!

Dear hochg,

We kindly ask you to provide proof of the transactions made from your Coinbase wallet to your Bybit wallet.

Please note that we have only received partial proof of deposits so far. In the screenshots provided from Coinbase, the transaction hash codes are not fully visible. For verification purposes, it is essential that the complete hash code for each transaction is clearly displayed, as it was in the previously accepted proofs of deposit.

This documentation is required as part of the Source of Funds verification, in line with standard AML (Anti-Money Laundering) procedures. Since these transactions relate to deposits made to your casino account, providing complete and verifiable documentation is necessary. If the transaction hash codes are not fully visible on your end, we recommend contacting your wallet provider’s support team to obtain the appropriate documents.

Additionally, we have not yet received a response regarding the remaining credited amounts from your crypto wallet. At this stage, we only have proof of funds for July and August, while deposits were made beyond those months. Please provide documentation covering the remaining period to complete the verification process.

We aim to resolve your case as quickly as possible and appreciate your prompt cooperation in supplying the required documents.

Best regards,

CryptoLeo Casino

Dear hochg,

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.

I sent you an email

Ich habe Ihnen eine Email geschickt

Dear hochg,

We would like to inform you that we have not received any recent emails or documents uploaded to your verification profile.  

If your email was addressed to us, we kindly ask you to resend it to support@cryptoleo.com.  

Thank you for your understanding and cooperation.

Best regards,

CryptoLeo Casino

I did sent it you again!

Dear hochg,

Upon further review, the last email we received from you was dated 5th September. Kindly verify that you are sending your messages to the correct address: support@cryptoleo.com

We also ask that you ensure you are using the email address linked to your casino account.

If the above details are correct, could you please provide us with a screenshot of the email you sent, clearly displaying both the sender and recipient addresses?

Thank you for your cooperation and understanding.

Best regards,

CryptoLeo Casino

The email only stated that I never sent crypto from Coinbase to Bybit. I sent it directly from Cryptoleo to my Bybit account as soon as I won there and could still withdraw.

In der Email stand nur, dass ich nie von coinbase zu bybit crypto geschchickt habe. Ich habe gleich von cryptoleo, als ich dort gewonnen habe und noch auszahlen konnte, zu meinem Bybit-Konto Crypto geschickt.

Dear hochg,

Thank you for your answer. If this is the case, could you please provide clarification on your previous response in the complaint? Here is the full response from the 22nd of October:

"I didn't use Bybit in 2023. During that time, I used Coinbase and deposited funds there via my bank account, which they clearly showed on my statements. Afterward, I transferred my cryptocurrency from Coinbase to Bybit, so I had no deposits there until I deposited a few hundred euros in 2025"

Thank you for your understanding.

Kind regards,

CryptoLeo Casino

I thought I had transferred my cryptocurrencies from Coinbase to Bybit, but that's not the case. Initially, I deposited funds with you using Coinbase, and you allowed me to withdraw them. When I switched from Coinbase to Bybit, I withdrew all the profits from your website to my Bybit account, not my Coinbase account. However, the cryptocurrencies originated from Coinbase, and I provided bank statements proving I deposited funds there. Please, I sent you everything, I didn't do anything wrong, and I withdrew funds multiple times. Then, suddenly, you stopped paying out and have been holding onto my profits for over eight months. What did I do wrong? You always paid out before, so why not now?

Ich habe gedacht das ich meine Kryptowährungen von coinbase auf bybit geschickt habe, dies ist aber nicht so. Am Anfang habe ich bei Ihnen mit coinbase eingezahlt und sie haben mich auch auszahlen lassen! Als ich dann von coinbase auf bybit wechselte, habe ich die ganzen Gewinne von Ihrer Website auf mein Bybit-Konto ausgezahlt und nicht auf das Coinbase-Konto. Der Ursprung aber wie ich die Kryptowährungen gekauft habe, stammen von Coinbase, wo ich mit Kontoauszügen belegte, dass ich dort mit meiner Bank eingezahlt habe. Bitte ich habe Ihnen alles geschickt, habe auch nichts falsch und habe bei Ihnen mehrfach ausgezahlt. Und von einem Moment auf den anderen zahlen sie nicht mehr aus und behalten meine Gewinne schon mehr als 8 Monate bei sich. Was habe ich falsch gemacht? Sie haben doch immer ausgezahlt, wieso jetzt nicht?

Will I ever get an answer?

Kriege ich mal eine Antwort?

Dear hochg,

Thank you for the information provided. It has been taken into account; however, the verification process is still ongoing, mainly because no documents confirming your income have been provided so far. We are required to obtain satisfactory proof of income or source of funds, typically through documents such as bank statements, payslips, or tax documents showing regular, legitimate income.​

The deposit to your Coinbase account is more than a year older than your first casino deposit and does not cover the total deposit amount up to your first withdrawal to your Bybit account.

As there is currently no clear documentation showing the income that generated the funds subsequently deposited to the casino, such documents are once again required in line with strict AML procedures. Acceptable proof may include bank statements, salary slips, tax returns, or other official documents that demonstrate the origin of the funds used for your deposits.​

Additionally, no documentation has yet been received regarding the remaining credited amounts from your crypto wallet. At this stage, there is only proof of funds for July and August, while deposits were made outside those months. Please provide documentation covering the remaining periods so that the verification process can be completed.​

If you have any further questions, please let us know.

Best regards,

CryptoLeo Casino

So they demanded all those documents from me for nothing?!

Why did I have to show you these documents if you knew you wouldn't accept them?!

That was so obvious! I explained everything to you, delivered everything you wanted, and now you're repeating the same standard line from six months ago! That's fraud, plain and simple!

Also haben sie all die Unterlagen von mir gefordert für nichts!?!

Wieso musste ich Ihnen diese Unterlagen zeigen, wenn sie wussten das die Dokumente nicht annehmen?!?!

Das war so klar! Ich habe Ihnen alles erklärt, alles geliefert was sie haben wollten und jetzt sagen sie wieder den Standardsatz von vor 6 Monaten! Das ist Betrug und nichts weiter!

Hello?

Hallo?

Dear CryptoLeo Casino, I would appreciate some clarification regarding the most recent request for documentation. It appears that the same requirements that were provided six months ago are being requested again, despite the player having already submitted all previously requested materials in full.

Could you please explain the reason for this renewed request and confirm whether there have been any changes in your verification procedures, regulatory obligations, or internal policies that would necessitate resubmitting the same information? Understanding the rationale behind this repetition will help us ensure full compliance on our side and avoid unnecessary delays in resolving the matter.

Thank you in advance for your cooperation.

Dear Hochg,

Please note that the requested document was required based on your explanation regarding the source of funds received to your Bybit wallet. You initially stated on several occasions that the funds were transferred from your Coinbase wallet. However, in your final clarification provided on November 26, you confirmed that this is not the case.

Additionally, the submitted bank statement showing a transfer to your Coinbase wallet reflects an amount significantly smaller than the total deposits made to our casino prior to your first withdrawal request. Addiotnally this transfer is from 2023 and appears insufficient as proof of repayment. This raises a discrepancy with your initial statement regarding the origin of funds to your Bybit wallet.

We would like to clarify that the original document request was issued on July 18, and the required document has not yet been provided. While we acknowledge that, in the complaint response, two requests may have been listed in a single line, potentially leading to confusion, please note that a separate email with full details of the verification request was also sent to you.

Furthermore, the player was reminded of the outstanding document on August 24 and September 12, respectively. At no point was it stated that the document had been received or approved.

We would like to note that it is necessary to confirm that the origin of funds to the cryptocurrency wallet, which was subsequently used for deposits to our casino, is legitimate.

Best regards

CryptoLeo Casino

I've already sent you everything I have!

Ich habe Ihnen schon alles geschickt was ich habe!

Hello hochg,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience hochg. We would kindly ask whether either of the parties could provide us with an update regarding the current status of this matter. Any information you are able to share at this stage would be greatly appreciated, as it will assist us in assessing the situation and determining the appropriate next steps.

Hello!

We would like to inform you that no documentation has been provided since our last correspondence, and the documents submitted so far are insufficient to verify the source of funds for the cryptocurrency wallet used for deposits to our casino.

To assist further, we recommend that the player log in to their crypto wallet, access the transaction history, and identify the incoming transactions (deposits) to their wallet. Based on how the wallet was funded, the player can then provide the relevant supporting documentation.

The two most common options are outlined below:

If a bank account was used, the player can provide a bank statement showing the transaction to the crypto wallet. The transaction details (date, amount, and recipient information) must be clearly visible.

If another crypto wallet was used: please provide either a PDF statement or a screenshot showing the transaction details. The document should clearly display the full transaction hash, amount, and recipient wallet address. If the screenshot does not include ownership details of the sending wallet (for example, the registered email or account ID), additional proof of ownership will be required.

Please note that the requested documentation must relate to transactions made in close proximity to the player’s first deposit to our casino, which occurred in January 2024.

Best regards,

CryptoLeo Casino

Dear hochg,

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.

I've already sent you everything, how many times do I have to say it? Bank statements showing that I've deposited funds into Coinbase and Bitpanda. Why are you asking me to send it again?

Ich habe Ihnen doch schon alles gesendet, wie oft denn noch! Kontoauszüge wo man sieht, dass ich bei coinbase und bitpanda eingezahlt habe. Wieso schreiben sie wieder, dass ich Ihnen das wieder schicken soll?

Dear hochg,

We acknowledge the documents you have previously provided, however, they are not sufficient to complete the verification process. The bank statements showing deposits to Coinbase are over a year old and reflect amounts significantly lower than the deposits made to your casino account using this wallet.

Please note that, in accordance with our obligations under strict Anti‑Money Laundering (AML) regulations, we must verify the legitimate source of the funds used for your activity in our casino. The documentation submitted so far does not allow us to determine this. Therefore, additional information confirming your income or the origin of your funds is required.

This requirement has been communicated in our previous correspondence, and until we receive the necessary documentation, we will be unable to proceed with your verification.

We appreciate your prompt cooperation in providing the required information.

Best regards,

CryptoLeo Casino

Dear hochg,

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.

I'm getting my first paycheck this month, which they really wanted but I couldn't give them because I was still a student. Will they finally accept it and give me my money back?

Ich bekomme diesen Monat meinen ersten Gehalts-check, denn sie so gerne wollten und ich Ihnen nicht geben konnte, da ich noch Student war. Werden sie es dann endlich akzeptieren und mir mein Geld zurückgeben?

Dear hochg, hopefully, it will resolve the situation, and we can proceed with the resolution. Please provide the requested document at your earliest convenience and keep us updated about any new developments. Thank you in advance for your cooperation!

Should I send it to you, or do you mean Cryptoleo? If I should send it to Cryptoleo, I'd like confirmation first that the salary check will resolve the issue with Cryptoleo. Simply sending my salary check seems too risky, as it contains all my personal data.

Soll ich es Ihnen schicken oder meinen Sie cryptoleo? Wenn ich es cryptoleo schicken soll, möchte ich erstmal eine Antwort, dass dann auch das Problem durch den Gehalts-Check gelöst wird von cryptoleo. Einfach so meinen Gehalts-Check zu senden finde ich zu riskant, da dort meine ganzen Daten drauf sind

Dear hochg, you will have to provide all the requested documents to the casino.

Dear CryptoLeo Casino representative, can you confirm that if the player provides the requested documents, the issue will be resolved and we can continue with the verification process? Thank you in advance for your confirmation!

Hello!

We would like to inform you that payslips issued after your gaming activity in our casino cannot be accepted as valid proof of the origin of the funds used for your deposits, as they do not correspond to the period in which the gaming transactions took place and therefore have no direct correlation to your previous activity.

Please note that we have already provided detailed information in our previous responses on how to obtain and submit the required documentation, as well as clear explanations as to why the documents submitted during the verification process could not be accepted. At this time, we still have not received suitable documents confirming your income during your casino activity, and based on the information provided so far, we are unable to determine the source of the funds used.

We kindly recommend that you review our previous messages for guidance on how to obtain acceptable documents. If anything remains unclear or you are unsure whether a document is suitable, please let us know, and we will do our best to clarify this for you.

It is essential to verify that the funds deposited into the casino originate from a legitimate source, in accordance with strict AML regulations, as outlined at the bottom of our website.

Thank you for your understanding. If we can assist you in any way in obtaining the necessary documents, please let us know.

Best regards,

CryptoLeo Casino

I bought a lot of crypto through friends, paying with PayPal. I also won a lot at other casinos and received my winnings in cryptocurrency. How can I prove that to you?

Ich habe viel Crypto über Freunde gekauft. Und dabei habe ich mit Paypal bezahlt. Ich habe auch viel bei anderen casinos gewonnen und dadurch die Auszahlung als Crypto- Währung bekommen. Wie soll ich das Ihnen nachweisen?

Dear hoch,

For withdrawals from other casinos, please provide a screenshot of the transaction from the casino, along with an additional screenshot from your wallet showing that the funds have been received in your Coinbase wallet.

In cases where the cryptocurrency was purchased from friends, you may submit proof of the transaction sent to them and a corresponding screenshot showing the funds received in your wallet, similar to the documentation required for casino winnings.

If you have any further questions or require assistance, please do not hesitate to contact us.

Best regards,

CryptoLeo Casino

Dear hochg,

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.

Everything sent!

Alles abgeschickt!

Dear hochg,

We would like to inform you that no new documents have been provided. The last email we received from you was in September 2025.

If you are using an email address different from the one registered in your casino account, please let us know. If you have sent any recent emails, kindly share a screenshot showing both your email and the sender's email address clearly visible.

Please note that this was an issue previously. You can upload documents directly via the verification page in your casino account for faster processing.

Thank you for your understanding and cooperation.

Best regards,

CryptoLeo Casino

How come they haven't received it? I've sent it everywhere now!

Wie kann es sein, das sie es nicht bekommen? Ich habe es jetzt überall geschickt!

Dear hochg,

We have reviewed our email records once again and checked your casino account, but no new documents have been uploaded or received. We would like to remind you that your casino account is fully operational, and documents should generally be uploaded via the verification page to ensure the fastest possible review. If you experience any issues accessing your casino account, please let us know.

Additionally, if you prefer to proceed via email, we recommend using a different email address and including your casino account email, full name, and phone number so that we can properly identify your account and assist you further.

Dear Peter,

We have sent you an email with further information and confirmation that nothing has been received on our side.

Best regards,

CryptoLeo Casino

I've uploaded it to your site now, even though you've blocked access to Germany!

Ich habe es jetzt bei Ihnen hochgeladen, obwohl sie mittlerweile Deutschland gesperrt haben!!

It was rejected after 10 minutes!!!

In the live chat, I always get the same answer, and they always just use the same phrases. No explanation as to why it wasn't accepted!

nach 10 min wurde es gleich abgelehnt!!!

Im livechat kriege ich immer die gleiche Antwort und es wird immer nur die gleichen Phrasen geschrieben. Keine Antwort, wieso es nicht angenommen wurde!

Thank you for the update hochg.

Dear CryptoLeo Casino representative, could you clarify why the player's documents weren't accepted and what can be done to proceed with the verification? Thank you in advance for your response!

Why is it taking the casino so long to respond again? All I have to do is answer yes or no. Probably no again, and then they'll come up with something else they need from me.

Wieso dauert es wieder so lange für das Casino eine Antwort zu geben? Muss doch nur mit Ja oder nein antworten. Wahrscheinlich wieder mit nein und dann kommt wieder irgendwas was sie von mir brauchen.

Dear hochg,

Thank you for uploading the documents to your account. Unfortunately, they were rejected as they do not sufficiently demonstrate the source of your income during your gaming activity on our platform and how your wallet was funded.

Additionally, you previously mentioned casino winnings; however, no screenshots of casino emails or transaction details from a casino account were provided. We have received transaction details reflecting positive amounts, but without identifying their source, they cannot be accepted as valid proof.

As the documentation currently provided does not confirm your income, we are unable to complete the AML verification process. We kindly recommend checking your email inbox for confirmation of casino winnings or withdrawals. Furthermore, please log in to your other casino account(s) and provide screenshots of the withdrawal history, along with corresponding screenshots from your Coinbase wallet showing the incoming transactions.

Thank you for your understanding.

Best regards,

CryptoLeo Casino

Why do I now have to prove my casino winnings to you when I already used PayPal, where I bought my crypto from friends? Your point was that until the first withdrawal, I deposited significantly more than the income I had previously documented. Now I've proven where all the money came from until the first withdrawal. Why do you need the casino winnings now? I thought you only needed proof of the source of the money before the first transfer.

Wieso muss ich Ihnen jetzt meine Casino-Gewinne nachweisen, wenn ich es jetzt mit Paypal getan habe, wo ich mein Krypto von Freunden gekauft habe. Ihr Punkt war, dass bis zur ersten Auszahlung bei Ihnen, ich viel mehr eingezahlt habe als bis dahin Nachgewiesene Einkommen. Jetzt habe ich Ihnen nachgewiesen woher das gesamte Geld kommt bis zur ersten Auszahlung bei Ihnen. Wieso brauchen Sie jetzt die Casino-Gewinne? Ich dachte es geht Ihnen nur darum, damit ich nachweisen woher das Geld kommt bis zur ersten Überwesung

"Unfortunately, they were rejected as they do not sufficiently demonstrate the source of your income during your gaming activity on our platform and how your wallet was funded."

What does that mean? You dont even write why you dont take them. Why are my paypal transactions with my friends, from whom i bought crypto, not sufficiente enough for you?

And why cant i get an email from you with the explanation? Only on casinoguru you answer my questions. And you take very long to respond back!

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.

Dear hochg,

We apologize for the delayed response, as your case has been thoroughly reviewed once again to ensure everything is completed as accurately and efficiently as possible.

All the documentation you have provided has been checked and evaluated. In order to proceed further, could you please send us screenshots from your Bybit account, from the Deposit tab, covering the period 01.06.2024 to 12.09.2024? Please ensure that all deposits are clearly visible, along with the email mask displayed in the top-right corner of the screen.

We understand that the verification process has taken some time, and we are now in the final stages of completion. We kindly ask for your cooperation in providing the last requested documents so we can finalize the process as soon as possible. Once the information is received, we will provide updates promptly.

Thank you for your patience and understanding throughout this procedure. If you require any assistance in obtaining the requested screenshots or experience issues uploading the files, please let us know.

You may also contact us via email. However, if you are unable to send messages from your current address, we recommend using an alternative email. Please include in the message the email address linked to your account for identification purposes and use "CasinoGuru" as the email subject line.

Kind regards,

CryptoLeo Casino

I sent it. However, the lowest deposits aren't visible because the email address field in the top right corner disappears. I sent it along for your convenience.

Ich habe es gesendet. Man kann aber die untersten Einzahlungen nicht sehen, da das Feld mit der Email rechts oben dann verschwindet. Ich habe es für sie zur Sicherheit mitgeschickt.

Dear hochg,

Thank you for providing the previous documents.

To clarify our current request, you mentioned that you have purchased cryptocurrency from individuals and also conducted transactions on an exchange platform. Such activities require supporting tax documentation.

Therefore, we kindly ask you to provide your 2024 tax return documentation. The relevant form is typically Anlage SO (Sonstige Einkünfte); however, any equivalent documentation is also acceptable.

If you do not have the necessary documents, please provide additional clarification regarding your situation.

Thank you for your understanding.

Best regards,

CryptoLeo Casino