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Hello, the last deposits i made in the casino is 16.03.2025 - 14:51 (1500USDT) and 13.03.2025 - 15:52 (1000 USDT) and it is from a crypto wallet, metamask. I asked for a withdraw on 22.03.2025 - 14:02, after that they asked me to verify my identity and a proof of address. Since then they verify that and all was ok. after 1 day they asked to verify proof of deposit of 3 deposits.

( Proof of deposits for the transactions listed below: - 2025-02-19 at 00:12:04 - 1500 USDTE - 2025-03-13 at 13:52:27 - 1000 USDTE - 2025-02-19 at 00:12:04 - 1000 USDTE) that's what they are sending to me in the live chat.

so the deposit - 2025-02-19 at 00:12:04 - 1500 USDTE does not exist at all ( you can see that they are asking for 2 deposits at the same day and exact same time 00:12:04) on the 19.02.2025 there was only one deposit and i have proof of this in my transaction history in the account

After i chat with them one of them told me that it was their fault and they need different dates that was correct,

As i told before the wallet is from metamask so there is no name visible in there, i send to them the 3 transactions they asked with the my wallet address and their wallet address visible, date, time, amount and transaction ID also visible,

After i send that, they rejected that again and in the chat they are telling me the same things again, wrong dates and deposits that do not exist and that they need a name etc.

i have some screenshot proofs that i provide here

Also dont forget to mention that one withdraw 21.03.2025 - 17:40 (2500 USDT) was made

After all that they desiced to suspend my account without give an explanation and try to avoid my question about why they suspend the account

Dear milanezos,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you're facing. To better assist you and resolve this issue, I would appreciate it if you could provide more information by answering the following questions:

• Can you confirm the payment method you used for your deposits? Were they all made through the same cryptocurrency wallet?
• Has the casino provided you with more details regarding the deposit you allegedly made on 19 February at 00:12:04?
• Is there any chance that you made such a deposit back in February, but it was declined or the transaction failed?
• Can you provide any screenshots of the chat with the support team where they acknowledged their mistake?
• I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Good evening,

Yes, as I have sent you in the screenshots above, it is clearly visible what movements I have made in my account regarding deposits and I have also uploaded the transactions from my crypto wallet.

Also, yes, I have even sent an email detailing what the problem is and where they are going wrong (although I think they themselves know that they are asking for something that does not exist). At 19.02 there is 1 unique transaction and you can see it in the screenshots, no other transaction was attempted, only this one.

Unfortunately, I don't have a screenshot from the day they told me they were making a mistake, as it was the first day and I didn't imagine we would get this far, from there on because I told them I would file a complaint, from then on they are more careful about what they say and they don't mention almost anything, only automated messages.

However, from the moment I mentioned that I would file a complaint on your site, after a few hours they sent me an email asking for payroll papers, etc. However, in the chat I entered a while ago, they were again asking for transactions that do not exist, while after a while they apologized and admitted to me that they were finally asking for another paper like the payroll papers I mentioned before. I also have the screenshots from the last conversation, which is proof that they are mocking me and doing everything they can to avoid paying me. They also never answered my emails.

καλησπερα,

Ναι οπως σας εχω στειλει και σε screenshots παραπανω φαινεται καθαρα ποιες κινησεις εχω κανει στον λογαριασμο μου οσον αφορα τις καταθεσεις και επισης εχω ανεβασει εξησου και τις συναλαγες απο το κρυπτο πορτοφολι μου

Επισης ναι εχω στειλει μεχρι και email με αναλητικα ποιο ειναι το προβλημα και που κανουν λαθος (αν και νομιζω οτι και οι ιδιοι γνωριζουν οτι ζητανε κατι το οποιο δεν υπαρχει) στις 19.02 υπαρχει 1 και μοναδικη συναλαγη και μπορειτε να το δειτε και εσεις στα screenshots, δεν εγινε αποπειρα για καποια αλλη συναλαγη,μονο αυτη

δυστηχως δεν εχω screenshot απο την ημερα που μου ειπαν οτι κανουν λαθος καθος ηταν η πρωτη μερα και δεν φανταστηκα οτι θα φτασουμε ως εδω, απο εκει επειτα επειδη τους ανεφερα οτι θα κανω καταγγελια απο τοτε ειναι πιο προσεκτικοι για το τι λενε και δεν αναφερουν σχεδον τιποτα,μονο αυτοματοποιημενα μηνηματα

Οστοσο απο την στιγμη που ανεφερα οτι θα κανω καταγγελια στο site σας μετα απο καποιες ωρες μου εστειλαν ενα mail που μου ζητανε χαρτια μησθοδοσιας κλπ. Ομως στο τσατ που μπηκα πριν απο λιγο μου ζητουσαν παλι τα transactions που δεν υπαρχουν,ενω μετα απο λ΄ιγο μου ζητησε συγγνωμη και μου παραδεχτηκε οτι τελικα ζητανε ενα αλλο χαρτι σαν αυτο τις μησθοδοσιας που ανεφερα πριν, εχω και τα screenshot απο την τελευταια συνομιλια το οποιο ειναι δειγμα οτι με κοροιδευουν και κανουν τα παντα για να μην με πληρωσουν, επισης δεν μου απαντανε ποτε στα mail

Despite the fact that I have sent them all the documents they requested, they continue to reject the verification without confirming to me whether the documents I submitted are acceptable or not. In particular, I also sent them my salary slip as proof of source of funds, as requested, yet they continue to request additional documents without any clear justification.

I feel that this process is unreasonably prolonged and non-transparent, and that is why I am turning to you to help me resolve this matter in a fair manner.

Today when I spoke with them in the chat again, I was asked for identification again, but this time in something that is the first time I've seen something similar from a casino, which makes me wonder if I'm asking for the money I won from a casino or from the tax office, (where does my income come from, how much money do I spend per year, what is my main job and many other things like that, I'm also sending you the corresponding screenshots of what they sent me)

Παρά το γεγονός ότι τους έχω αποστείλει όλα τα έγγραφα που μου ζήτησαν, συνεχίζουν να απορρίπτουν την επαλήθευση χωρίς να μου επιβεβαιώνουν εάν τα έγγραφα που υπέβαλα είναι αποδεκτά ή όχι. Συγκεκριμένα, τους έστειλα και τη μισθοδοσία μου ως απόδειξη προέλευσης κεφαλαίων, όπως μου ζητήθηκε, παρ’ όλα αυτά συνεχίζουν να ζητούν επιπλέον έγγραφα χωρίς καμία σαφή αιτιολόγηση.

Αισθάνομαι ότι η διαδικασία αυτή είναι αδικαιολόγητα παρατεταμένη και μη διαφανής, και για αυτό απευθύνομαι σε εσάς ώστε να με βοηθήσετε να επιλυθεί το θέμα αυτό με δίκαιο τρόπο.

Σημερα που μιλησα μαζι τους στο τσατ ξανα, μου ζητηθηκε ξανα ταυτοποιηση α΄λλα αυτη την φορα σε κατι που πρωτη φορα αντικριζω κατι παρομοιο απο ενα καζινο,που με κανει να αναρωτιεμαι αμα ζηταω τα λεφτα που κερδισα απο καζινο ή απο την εφορια, (απο που προερχονται τα εσοδα μου, ποσα λεφτα ξοδευω τον χρονο,ποια ειναι η βασικη δουλεια μου και αλλα τετοια πολλα, σας προοθω και τα αντιστοιχα screenshot απο αυτα που μου εστειλαν)

Thank you for your response. While we understand that the additional verification requests may feel excessive, please note that this is usually a one-time process, and future withdrawals should be processed more smoothly. Before we proceed with the investigation, could you please clarify the following:

• Which additional documents has the casino requested? Have you submitted all the requested documents?
• When did you send the last document for this additional verification?
• What is the current status of your verification?

Thank you for your cooperation. We look forward to your reply.

They asked me to send them the source of my income. I sent my pay slips four days ago. I sent what they asked for even though what they wanted was absurd. My account statement is all verified. The last step where they asked for proof of my deposit they did not verify even though I sent everything they asked for. In the chat they never answered the questions I asked them. They make fun of me every day because they do not want to pay me. Please help me.

μου ζητησαν να τους στειλω την πηγη των εσοδων μου.εστειλα πριν τεσσερις ημερες τα χαρτια της μισθοδοσιας μου.εστειλα οτι μου ζητησαν αν και ηταν παραλογα αυτα που ηθελαν.η κατασταση του λογαριαμου μου εινα τα παντα επαληθευμενα. το τελευταιο σταδιο που ζητανε την αποδειξη της καταθεσης μου δεν το επαληθευουν αν και εστειλα ολα οσα μου ζητησαν. στο chat δεν μου απαντανε ποτε στις ερωτησεις που τους κανω.με κοροιδευουν καθε μερα γιατι δε θελουν να με πληρωσουν.σας παρακαλω βοηθηστε με

I sent the email at 3/4 and they continue to mock me in the chat and don't give me an answer.

εχω στειλει το μαιλ απο τις 3/4 και στο τσατ συνεχιζουν να με κοροιδευουν και δεν μου δινουν μια απαντηση.

Thank you very much, milanezos, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello milanezos,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite CryptoLeo Casino to join the conversation.

Dear CryptoLeo Casino,

Can you please provide us with an explanation as to why the player's Know Your Customer (KYC) and Anti-Money Laundering (AML) verification process remains incomplete, even though the player has submitted what appears to be all the necessary documents you requested?