Leon Casino - Dem Spieler wird nach der Kontoübertragung der Treuebonus verweigert.

Hello,

For me it's about the following:

Leon has a new loyalty program (VIP Club), and all the loyalty points collected from the old loyalty program were essentially credited, so I have the following problem.

I have already reached the highest level in the new loyalty program (2,000,000 points), which also comes with a bonus of €5,000, but I have not received this credit.

The old loyalty program also offered a €5,000 bonus, but only starting at 5,000,000 points. So, I haven't received the highest bonus of €5,000 yet, and I won't get it in the new loyalty program either. I find it very unfair, since I earned the necessary points, and the points were also transferred to the new loyalty program. So, I essentially get nothing from the new program now, since I've already reached the highest level...

I think I'm definitely entitled to the bonus. I've written to support several times, and they just keep fobbling me off with excuses, and I don't get anywhere.

Can you help me with this in any way?

Best regards

Hallo,

Es geht bei mir um folgendes:

Leon hat ein neues Treueprogramm (VIP Club) und alle gesammelten Treuepunkte vom alten Treueprogramm wurden quasi angerechnet, somit ergibt sich bei mir folgendes Problem.

Ich habe im neuen Treueprogramm bereits die höchste Stufe erreicht (ab 2.000.000 Punkten) welche auch mit einem Bonus von 5.000€ dotiert ist, diese bekomme ich aber nicht gutgeschrieben.

Im alten Treueprogramm gab es auch einen 5.000€ Bonus, allerdings erst ab 5.000.000 Punkten, somit habe ich den höchsten Bonus von 5.000€ auch noch nicht bekommen und bekomme ihn im neuen Treueprogramm auch nicht, was ich sehr unfair finde, da ich die nötigen Punkte ja erspielt habe und die Punkte wurden ja auch ins neue Treueprogramm übernommen, somit habe ich jetzt quasi vom neuen Programm gar nichts, da ich bereits die höchste Stufe erreicht habe...

Ich finde mir steht der Bonus defintiv zu, ich habe auch schon mehrfach dem Support geschrieben und dort wird man nur immer wieder mit ausreden abgewimmelt und man kommt zu keinem Ergebnis.

Können Sie mir da irgendwie helfen?

Liebe Grüße

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Leon Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino outright inform you that you are not eligible for the bonus?
• Which of the VIP rewards or bonuses was awarded to you most recently? When was it? Was there a situation where you reached a new VIP level solely under the new system?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, I have forwarded all emails and screenshots to the email address you provided.

Best regards

Daniel

Hallo, ich habe Ihnen alle Mails und auch Screenshots weitergeleitet an die angegebene EMail Adresse.

Liebe Grüße

Daniel

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear DaRu87,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas