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Complaint Title:

78,000€ confiscated by Leon Bet after successful telephone verification (Resident in Portugal)

Description of the problem:

"I am a resident of Portugal and a verified VIP player at Leon Bet for over a year. I am filing this complaint because the casino confiscated €78,000 of my legitimate winnings and blocked my account without any valid justification.

The Case: On January 26, 2026, I reached a balance of €78,000. Following this win, Leon Bet requested a mandatory security interview over the phone. I took part in the call and correctly answered all the questions about my personal details, access devices, betting history and deposit methods (all made through my personal Skrill account). I proved beyond any doubt that I am the sole user and owner of the account.

The Problem: Ten minutes after the call ended - which I successfully passed - I received an email informing me that my account has been permanently blocked for 'Fraud' (Terms 7.1 and 7.2) and my entire balance has been seized. The casino refuses to provide evidence or a transcript of the call.

I am a legitimate player in residence and this is a clear case of a casino refusing to pay a high prize, using generic 'fraud' clauses in bad faith. I request the mediation of Casino Guru to help me recover my funds.

Título da Reclamação:

78.000€ confiscados pela Leon Bet após verificação telefónica bem-sucedida (Residente em Portugal)

Descrição do problema:

"Sou residente em Portugal e jogador VIP verificado na Leon Bet há mais de um ano. Apresento esta reclamação porque o casino confiscou 78.000€ dos meus ganhos legítimos e bloqueou a minha conta sem qualquer justificação válida.

O Caso: No dia 26 de janeiro de 2026, atingi um saldo de 78.000€. Após este ganho, a Leon Bet solicitou uma entrevista de segurança obrigatória por telefone. Participei na chamada e respondi corretamente a todas as perguntas sobre os meus dados pessoais, dispositivos de acesso, histórico de apostas e métodos de depósito (todos realizados através da minha conta pessoal Skrill). Provei, sem qualquer margem para dúvida, que sou o único utilizador e titular da conta.

O Problema: Dez minutos após o término da chamada — a qual passei com sucesso — recebi um e-mail informando que a minha conta foi bloqueada permanentemente por 'Fraude' (Termos 7.1 e 7.2) e todo o meu saldo foi apreendido. O casino recusa-se a apresentar provas ou a transcrição da chamada.

Sou um jogador legítimo a residir e este é um caso claro de um casino que se recusa a pagar um prémio elevado, utilizando cláusulas genéricas de 'fraude' de má-fé. Solicito a mediação do Casino Guru para me ajudar a recuperar os meus fundos.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear hellbellzz34,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila, thank you very much for taking on my case. Here are the answers to your questions:

1. what games did you focus on? My balance of €78,000 was accumulated through a combination of Sports Betting and Live Casino, mainly Roulette and Blackjack tables. I've been a VIP player with a consistently high betting volume for over a year on this platform.

2. Have you used VPN or IP masking software? No. I have never used a VPN. I always log in from my home connection in Portugal. The casino has my access logs which confirm the consistency of my Portuguese IP throughout the time I've been a customer.

3. Is there any possibility of another account on the same IP or residence? No. I am the only person in my household using this platform. In addition, Leon Bet conducted a telephone security interview on January 26, in which I answered all the questions about my data, deposits and betting history correctly. This call proves that the account is managed exclusively by me.

Important Additional Information: The confiscation of the funds took place only 10 minutes after I had successfully completed the telephone interview. The casino used generic fraud clauses (7.1/7.2) without providing any proof, just to avoid paying a large winnings.

I am available to provide any Skrill statements or additional proof that Casino Guru requires.

Olá Attila, muito obrigado por aceitar o meu caso. Aqui estão as respostas às suas perguntas:

1. Em que jogos se concentrou? O meu saldo de 78.000€ foi acumulado através de uma combinação de Apostas Desportivas (Sports Betting) e Casino ao Vivo (Live Casino), principalmente mesas de Roleta e Blackjack. Sou um jogador VIP com um volume de apostas elevado e consistente há mais de um ano nesta plataforma.

2. Utilizou VPN ou software de mascaramento de IP? Não. Nunca utilizei VPN. Acedo sempre a partir da minha ligação de casa em Portugal. O casino tem os meus logs de acesso que confirmam a consistência do meu IP português ao longo de todo o tempo em que sou cliente.

3. Existe possibilidade de outra conta no mesmo IP ou residência? Não. Sou a única pessoa na minha residência que utiliza esta plataforma. Além disso, a Leon Bet realizou uma entrevista de segurança por telefone no dia 26 de janeiro, na qual respondi corretamente a todas as perguntas sobre os meus dados, depósitos e histórico de apostas. Essa chamada prova que a conta é gerida exclusivamente por mim.

Informação Adicional Importante: O confisco dos fundos ocorreu apenas 10 minutos depois de eu ter feito com sucesso na entrevista telefónica. O casino utilizou cláusulas genéricas de fraude (7.1/7.2) sem apresentar qualquer prova, apenas para evitar o pagamento de um prémio elevado.

Estou disponível para fornecer qualquer extrato do Skrill ou prova adicional que o Casino Guru necessite.

Dear hellbellzz34,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Leon Casino representative to join this conversation.

Dear Leon Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Hello Casino Guru team,

We have reviewed this case internally. While we cannot disclose account-specific evidence due to GDPR and security reasons, our video verification results and internal indicators identified multiple, consistent signs of collusion, including shared devices and networks, close links between several accounts (including referral ties), overlapping payment flows, and coordinated/similar betting behaviour across accounts.

This constitutes a breach of our Terms & Conditions (pp. 7.1–7.2) and related rules prohibiting collusion and misuse of the service. Therefore, the account was blocked and the balance/winnings were handled in accordance with the T&Cs.

Best regards,

Leon Compliance Team

Dear Leon Casino,

Thank you for your reply and for reviewing the case internally.

We understand that certain account-specific details may not be suitable for public disclosure. However, for complaint resolution purposes, Casino Guru requires verifiable supporting evidence to independently assess the justification for the confiscation of the player’s winnings.

The confiscation of a significant balance (€78,000) is a serious measure that must be supported by clear and demonstrable proof. General references to "internal indicators," "GDPR," or "security reasons" are not sufficient for us to objectively evaluate the case.

We kindly ask you to provide all relevant evidence privately via email to:

[email protected]

Specifically, please include documentation supporting:

• The exact breach of Terms & Conditions 7.1 / 7.2

• Evidence of alleged shared devices and/or networks

• Details regarding claimed links between accounts (including referral ties)

• Clarification of the stated overlapping payment flows

• Examples of the alleged coordinated/similar betting behaviour

Please note that Casino Guru treats all sensitive information with strict confidentiality and uses it solely for complaint assessment.

Without supporting evidence, we will be unable to consider the confiscation justified under fair gambling principles.

Thank you in advance for your cooperation.