Leon Casino - Spilleren kræver refusion efter at anmodning om kontolukning blev ignoreret.

On 30 June 2026, I discovered a malfunction in Leon Bet's deposit-limit system. According to its own Responsible Gambling Policy, deposit limits should not be increased before the end of their effective period. However, I was able to increase my deposit limit immediately and repeatedly.

I reported this issue to Leon Bet on 1 July 2026. Later that day, at 16:53, I explicitly requested the immediate and permanent closure of my account and clearly stated that I did not want any temporary break or cooling-off period.

Instead of closing my account, Leon Bet offered me a choice between waiting for the Legal team's response or permanently closing the account. I chose to wait, reasonably expecting my account to remain protected while the matter was being investigated.

However, my account remained fully accessible and unrestricted for almost two more weeks. Between 2 and 13 July 2026, I made further deposits totaling €12,300 net of withdrawals. On 5 July alone, approximately 20 deposits were made within a single day.

I repeatedly contacted Leon Bet and provided detailed information and timestamped transaction records. Despite more than 20 emails, Leon Bet did not provide any substantive response. I received only generic standard replies such as "please be patient" and repeated statements that the matter had been escalated to the Legal/Compliance team.

I also filed a complaint with AskGamblers (Complaint #60) concerning the same deposit-limit malfunction. However, this complaint effectively went nowhere because Leon Bet did not provide a substantive response there either. Leon Bet also failed to respond meaningfully to my further emails and continued to send only generic/template responses without addressing the actual issues I had raised.

This is particularly concerning because the deposit function was eventually blocked on my account on 21 July 2026. My account remained accessible, but further deposits were no longer possible. This demonstrates that Leon Bet was technically able to restrict deposits on my account when it chose to do so.

There is therefore a significant discrepancy between Leon Bet's handling of my explicit account-closure request on 1 July and its subsequent ability to block deposits on the same account.

There is also a previous AskGamblers complaint concerning the same deposit-limit malfunction (Complaint #60), suggesting that this was not an isolated technical issue.

Additionally, Leon Bet's own Terms state that Germany is an "Excluded Territory". Nevertheless, my account was registered with a German address and Leon Bet accepted my registration and deposits.

I have complete evidence, including:

timestamped emails proving my explicit account-closure request on 1 July 2026;

complete deposit and withdrawal records;

screenshots and screen recordings demonstrating the deposit-limit/responsible-gambling malfunction;

the complete correspondence with Leon Bet;

evidence of the repeated generic responses and lack of substantive answers;

evidence showing that deposits were later selectively blocked on my account;

documentation relating to the previous AskGamblers complaint.

I am requesting a refund of €12,300, representing the net deposits made between 2 and 13 July 2026 after my explicit request for permanent account closure.

I would appreciate Casino Guru's assistance in resolving this matter, particularly given Leon Bet's continued failure to provide a substantive response despite repeated opportunities to address the issue.

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you informed the casino of your gambling issues at any time? How did the casino respond?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps to my email at tomas@casino.guru
• Was the deposit limit active at the time you made deposits in large numbers to the casino? Have you attempted to activate a shorter cool-off period or other responsible gambling tools from the list, including deposit limits for shorter periods?
• When was the last time the casino allowed you to deposit?
• When was the last time the casino responded to your requests?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Hello Tomas,

Thank you for your questions. Here are my answers:

Do you currently have access to your account?

Yes, I can still log in . However, the deposit function has been blocked since at least July 21, 2026 ("The deposit function is currently unavailable for you. Please contact support.").

Did you ever inform the casino about your gambling addiction? How did the casino react?

I did not use a specific term like "gambling addiction" when speaking to Leon Bet. However, on July 1, 2026, at 4:53 PM, I unequivocally and in writing requested the immediate and permanent closure of my account, explicitly stating that I was not interested in a temporary solution. I have just sent you this email separately.

Was the deposit limit active when you made larger deposits?

Yes, formally a limit was always in place. However, the central point of my complaint is that, contrary to the casino's own Responsible Gambling Policy, this limit could be increased immediately and without any waiting period – the limit was therefore technically active, but ineffective.

Have you tried activating a shorter time-out or other responsible gaming measures?

Yes. On July 14, 2026, at 9:49 AM, I attempted to activate a six-month self-exclusion. The confirmation dialog explicitly stated that it would take effect immediately, but the exclusion did not actually occur – instead, I was directed to another dialog instructing me to contact support. Time-stamped screenshots of this sequence are available.

When were you last able to make a deposit at the casino?

On July 13, 2026, at 10:19 PM.

When did the casino last respond to your inquiries?

Most recently on 31.08./01.09.2026, with an automated response ("under active investigation") a few minutes after my last written payment request – without any substantive reference to the specific points raised.

I am available for further questions at any time.

Best regards

Hallo Tomas,

vielen Dank für Ihre Fragen. Hier meine Antworten:

Haben Sie derzeit Zugriff auf Ihr Konto?

Ja, ich kann mich weiterhin einloggen. Seit spätestens dem 21.07.2026 ist jedoch die Einzahlungsfunktion gesperrt ("The deposit function is currently unavailable for you. Please contact support.").

Haben Sie das Casino jemals über Ihre Spielsucht informiert? Wie hat das Casino reagiert?

Ich habe gegenüber Leon Bet keinen spezifischen Begriff wie "Spielsucht" verwendet. Am 01.07.2026, 16:53 Uhr, habe ich jedoch schriftlich und unmissverständlich die sofortige, dauerhafte Schließung meines Kontos verlangt, ausdrücklich ohne Interesse an einer temporären Lösung. Ich habe Ihnen diese E-Mail soeben separat zugesandt.

War das Einzahlungslimit aktiv, als Sie größere Einzahlungen getätigt haben?

Ja, formal war stets ein Limit gesetzt. Der zentrale Punkt meiner Beschwerde ist jedoch, dass sich dieses Limit entgegen der eigenen Responsible-Gambling-Policy des Casinos jederzeit sofort und ohne Wartezeit selbst erhöhen ließ – das Limit war also technisch aktiv, aber wirkungslos.

Haben Sie versucht, eine kürzere Auszeit oder andere Massnahmen für verantwortungsvolles Spielen zu aktivieren?

Ja. Am 14.07.2026, 09:49 Uhr, habe ich versucht, eine sechsmonatige Selbstsperre zu aktivieren. Der Bestätigungsdialog kündigte ausdrücklich sofortige Wirkung an, tatsächlich trat die Sperre jedoch nicht ein – ich wurde stattdessen zu einem weiteren Dialog mit Verweis auf eine notwendige Kontaktaufnahme mit dem Support geleitet. Zeitgestempelte Screenshots dieser Sequenz liegen vor.

Wann konnten Sie zuletzt im Casino eine Einzahlung vornehmen?

Am 13.07.2026, 22:19 Uhr.

Wann hat das Casino das letzte Mal auf Ihre Anfragen reagiert?

Zuletzt am 31.08./01.09.2026, mit einer automatisierten Antwort ("under active investigation") wenige Minuten nach meiner letzten schriftlichen Zahlungsaufforderung – ohne jeden inhaltlichen Bezug zu den konkret vorgetragenen Punkten.

Ich stehe für weitere Rückfragen jederzeit zur Verfügung.

Viele Grüße

Thanks for the explanation.

Kindly provide evidence that you activated a deposit limit in the casino and that it was active at the time you made deposits above the set threshold. Send the evidence to my email at tomas@casino.guru

If you changed the limit of said deposit limit, please note that we are unable to conclude a deposit limit itself failed.

Please note we don't consider the deposit limit to be a mandatory responsible gambling feature and may intervene only in a limited range of circumstances, such as when the deposit limit fails. We are unable to confront the casino on the basis that the limit can be easily removed. If you believe you are a vulnerable individual in need of player protection, we recommend that you request a self-exclusion due to gambling issues in the casino.

Looking forward to your reply.

Tomas, I sent you all the attachments. Have you seen them? Please look at the date at the top.

Tomas, ich habe Ihnen alle Anhänge geschickt. Haben Sie diese gesehen? Schauen Sie bitte mal oben aufs Datum.

Thanks for your patience.

I went over the details of the case again, however the fact the deposit limit could have been changed at any point doesn't allow us to make the conclusion the limit didn't work when set up. From our perspective, the casino offers several responsible gambling options, and the casino asked you whether you wished any of them to be activated. If you continued to play without asking any to be activated or deactivated other ones, we might not fault the casino, or ask the casino to refund you. If you didn't complete the self-exclusion process by contacting support, we can't fault the casino either.

From your perspective, online casinos need to offer a self-exclusion mechanism for players suffering from gambling issues at this time. Other responsible gambling options might not be provided, or when they are, there is no single standard for how they might work. We are unable to compel online casinos not to allow changes to the deposit limit setting to take immediate effect or penalize online casinos that fail to offer limits in a certain standard.

Please let me know whether you contacted the casino again and asked for a self-exclusion to be applied to your account, and what the result was.

Thanks in advance for your reply.