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Subject: Unjust removal of tournament prize in BGaming’s Plinko and false accusation of "game mechanism abuse" by Leon

I am submitting a formal complaint against Leon regarding my participation in a Plinko tournament provided by BGaming, in which I legitimately finished in first place. I have clear evidence and screenshots confirming my final ranking.

I deposited R$ 600 specifically to participate in the valid tournament rounds and used only the official tools and features provided within the game itself, including the automatic rotation (auto-play) function, which is a native, fully authorized feature implemented by BGaming. At no time did I use any external software, scripts, pattern manipulation, or any kind of prohibited interference.

However, after the tournament ended, when I had already secured first place, Leon’s support team removed my prize claiming that there had been "abuse of the game mechanism." This justification is completely unacceptable and unsupported, especially because I used only legitimate and built-in features of the game. A player cannot be accused of abusing a function that is officially provided, enabled, and approved by the game provider. The auto-play function is part of the normal gameplay, and its use cannot be treated as misconduct.

My results were legitimate, within the rules, and achieved through normal play. Leon has not provided any technical evidence, detailed reports, audits, or any concrete explanation to support their accusation.

This makes it clear that Leon acted arbitrarily and unfairly by removing a prize that was rightfully mine, using a vague accusation to avoid paying my winnings. This behavior compromises the integrity of the tournament and raises serious concerns about the transparency of the platform.

I request that CasinoGuru investigate this case, that BGaming be officially informed, and that Leon be held accountable for withholding a prize that I won legitimately.

I am requesting the immediate reinstatement and payment of my tournament prize according to my original ranking. If Leon wishes to maintain their accusation, they must provide a detailed technical explanation, which they have not done so far. I also request that BGaming review this case, as all of my actions were fully within the limits of the features they created and approved for the Plinko game.

Thank you to CasinoGuru for providing a platform where players can defend themselves, especially when operators refuse to correct their mistakes and rely on unsupported accusations to deny rightful winnings.

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Dear Gobiwelter,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Leon Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Have you previously participated in a tournament of this nature and achieved a winning position? If so, have you received the corresponding prize money?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Hi Katarina, I would like to thank you and CasinoGuru for the support you’ve been giving me in this case. I’ve sent all the documents you requested by email — could you please check if you received them?

Dear Gobiwelter,

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, Michal (michal.k@casino.guru). 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,

Katarina

Thank you for all your support, you're amazing, I'm waiting for Michal.

Obrigado por todo apoio e suporte, vocês são incríveis, estou aguardando Michal.

Hello Gobiwelter,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

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

Dear Leon Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You may send all relevant information and documentation to me via email at michal.k@casino.guru for an independent review.

Hi Michal, I hope you are well.

How can we communicate directly with the casino or even with the provider Bgaming for a possible solution to my case? Is there anything I can do?

Oi Michal, espero que você esteja bem.

Como podemos entrar em comunicação diretamente com o cassino ou até mesmo com o provedor Bgaming para uma possível solução do meu caso ? Existe algo que eu possa fazer ?

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 Gobiwelter,

In response to your previous inquiry, the casino is anticipated to furnish information and evidence regarding the alleged breaches of the terms and conditions you are accused of.

Although I have been informed that they intend to provide this information, I have not yet received it.

I remain hopeful that they will soon share the pertinent information and evidence so that I can review it as an independent entity.

Dear Leon Casino,

I am still awaiting your response with the requested information and evidence. If you do not provide this within the specified time frame, I will have to mark the complaint as ‘unresolved’, which will adversely impact Leon Casino's safety index rating.

Thank you for this incredible support Michal, I am very hopeful that this case will be resolved, when they analyze it and realize that it was a big mistake by the Leon team, everything will be fine, I still receive promotional emails from Leon, but I don't want to play until they pay me correctly.

Obrigado por esse incrível suporte Michal, eu estou muito esperançoso para esse caso ser resolvido, quando analisarem e perceberem que foi um grande erro da equipe da Leon, tudo ficará bem, ainda recebo mensagens de e-mails promocionais da Leon, porém não quero jogar até eles me pagarem tudo corretamente.

Dear Casino Guru,

We reviewed the Bgaming Plinko Tournament activity for the account in question. Our investigation showed gameplay using Instant Win games with very low coefficients to generate unusually high wager volume with minimal risk, primarily to gain an advantage in the promotion. The Instant Win games should not have been eligible for this tournament, and we acknowledge this configuration issue.

In line with our fair play policy, the affected entries were removed and rewards related to this activity were not issued. We also corrected the tournament settings to prevent Instant Win games from counting going forward right after the incident.

Thank you for your assistance.

Best regards,

Leon Compliance Team

The tournament called Plinko Mania, held on the Leon platform, is now closed. Throughout the competition, I participated exclusively in the Plinko game, which even gave its name to the tournament itself, and there was no discrepancy between the game used and the modality advertised.

According to the platform's own response, it is unequivocally proven that what happened was the result of an exclusive internal configuration failure, and is therefore the full responsibility of the tournament organizing team, without any irregular, abusive or bad faith conduct on my part.

The platform admits that instant win games should not have been enabled for this tournament and expressly acknowledges the existence of a configuration error. Nonetheless, the Plinko game remained active, available and counting normally in the Plinko Mania tournament, without any prior warning, block or reservation to the players. In view of this, it is legally inadmissible to try to shift the onus of an operational failure that is exclusively internal onto me.

Furthermore, the claim that I took a "minimal risk" in order to gain an advantage is completely incompatible with the reality of the facts. As a direct result of this configuration failure, I suffered a concrete financial loss in the amount of R$ 600.00. I did not obtain any undue advantage; on the contrary, I was actually financially harmed.

I limited myself to taking part in the tournament strictly within the rules presented at the time of the competition, using exclusively the game that gave the tournament its name. I did not violate any terms, I did not manipulate any systems and I did not engage in any irregular conduct.

The removal of my participation after the tournament ended and the denial of the prize constitute unjust enrichment, as well as violating the principles of objective good faith, transparency and legal certainty in consumer relations. The risk of economic activity and technical failures cannot, under any circumstances, be transferred to the consumer.

I would also point out that the tournament settings were only corrected after the event had ended, which proves that, until then, use of the game was legitimate and fully authorized by the platform's own system. Thus, any financial loss I have suffered is exclusively due to the negligence of the team responsible.

In view of the above, I demand full compensation for the damage, either through payment of the prize money due in the amount of R$3,000.00, or, alternatively, by the immediate and full reversal of the deposits made during the tournament, which total R$600.00, making it possible for me to withdraw.

O torneio denominado Plinko Mania, realizado na plataforma Leon, já se encontra encerrado. Durante todo o período da competição, participei exclusivamente do jogo Plinko, que inclusive dá nome ao próprio torneio, inexistindo qualquer divergência entre o jogo utilizado e a modalidade anunciada.

Conforme a própria resposta apresentada pela plataforma, fica inequivocamente comprovado que o ocorrido decorreu de falha exclusiva de configuração interna, sendo, portanto, de responsabilidade integral da equipe organizadora do torneio, sem que haja qualquer conduta irregular, abusiva ou de má-fé da minha parte.

A plataforma admite que os jogos de vitória instantânea não deveriam estar habilitados para este torneio e reconhece expressamente a existência de um erro de configuração. Ainda assim, o jogo Plinko permaneceu ativo, disponível e contabilizando normalmente no torneio Plinko Mania, sem qualquer aviso prévio, bloqueio ou ressalva aos jogadores. Diante disso, é juridicamente inadmissível tentar transferir a mim o ônus de uma falha operacional que é exclusivamente interna.

Além disso, a alegação de que eu teria assumido "risco mínimo" para obtenção de vantagem é completamente incompatível com a realidade dos fatos. Em razão direta dessa falha de configuração, sofri um prejuízo financeiro concreto no valor de R$ 600,00. Não obtive qualquer vantagem indevida; ao contrário, fui efetivamente lesado financeiramente.

Limitei-me a participar do torneio estritamente dentro das regras apresentadas no momento da competição, utilizando exclusivamente o jogo que dava nome ao torneio. Não violei termos, não manipulei sistemas e não pratiquei qualquer conduta irregular.

A remoção da minha participação após o encerramento do torneio e a negativa da premiação configuram enriquecimento sem causa, além de violarem os princípios da boa-fé objetiva, da transparência e da segurança jurídica nas relações de consumo. O risco da atividade econômica e de falhas técnicas não pode, em hipótese alguma, ser transferido ao consumidor.

Ressalto, ainda, que a correção das configurações do torneio ocorreu apenas após o encerramento do evento, o que comprova que, até então, o uso do jogo era legítimo e plenamente autorizado pelo próprio sistema da plataforma. Assim, qualquer prejuízo financeiro que sofri decorre exclusivamente da negligência da equipe responsável.

Diante do exposto, exijo a reparação integral do dano, seja por meio do pagamento da premiação devida no valor de R$ 3.000,00, seja, alternativamente, pelo estorno imediato e integral dos depósitos realizados durante o torneio, que totalizam R$ 600,00, possibilitando a minha retirada.

Dear Leon Compliance Team,

Thank you for your response. Based on the information shared, it appears that the matter may have arisen from your side rather than from the player’s actions. With this in mind, I would kindly invite you to consider proposing a way forward that appropriately addresses the situation and reflects a fair and mutually acceptable resolution for both parties.

Dear Casino Guru,

We have credited R$550.00 to the client’s account to compensate for the losses incurred during the BGaming Plinko Tournament. Nevertheless, the strategy used cannot be considered fair competitive play, as it was primarily aimed at gaining an artificial advantage within the promotion’s leaderboard mechanics rather than competing under normal risk conditions; therefore, no further payouts will be made. We apologize for any inconvenience caused by this incident.

Best regards,

Leon Compliance Team

What strategy was used? If even using the "strategy" you mention I still had a loss of 600BRL ? I'm sure the partner provider doesn't know about this, you still made a profit of 2450BRL, but that's okay ! If for you it is better to dirty the name of leon, instead of paying a measly 3000BRL, it is the discretion of the Leon company, I greatly appreciate the efforts of casinoguru and I am very grateful for the help of everyone involved for this case even if it is not resolved, we know what the Leon company has become, incredibly dishonest.

Qual estratégia foi usada ? Se mesmo usando a " estratégia " que você menciona eu ainda tive uma perca de 600BRL ? Tenho certeza que o provedor parceiro não sabe da existência disso, vocês ainda ficaram com um lucro de 2450BRL, mas tudo bem ! Se pra vocês é melhor sujar o nome da leon, ao invés de pagar míseros 3000BRL, é critério da empresa Leon, agradeço imensamente os esforços do casinoguru e sou muito grato pela a ajuda de todos envolvidos para este caso mesmo não sendo resolvido, sabemos o que a empresa Leon se tornou, incrivelmente desonesta.

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 Gobiwelter,

Regrettably, the casino team has ceased to respond to our messages. Although the casino team provided information that raised valid questions, and the actions taken by the casino team can be somewhat understandable; however, despite my repeated requests, the casino team has not provided the necessary information and, most importantly, evidence for us to independently assess the whole situation. As such, we are currently unable to support the casino’s actions, and the confiscation of your winnings seems to be unfair at this point.

Without sufficient evidence to review, we are unable to conduct an independent evaluation and suggest possible steps towards the resolution of the situation. This lack of transparency does not align with the fair practices we strive to uphold in fostering a just gambling environment for both players and operators. Therefore, we have no choice but to close this complaint as Unresolved—Insufficient evidence from the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email. In the meantime, if you want to pursue your case further, you can submit a complaint to the Anjouan Gaming Authority through the validator on the casino website (validator link) and fill out the File a Complaint form.

The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru