CryptoLeo Casino - 플레이어는 주소 확인으로 인해 출금이 지연되는 문제에 직면해 있습니다.

I tried to make a withdrawal for the first time. I was told I needed to provide identification, proof of deposit, and proof of address, so I uploaded everything.

My identification and proof of deposit were approved, but my proof of address was not. I uploaded a resident card that I just obtained a few days ago, so there shouldn't be any issues. I have inquired about the reason, but I have not received a response.

As it stands, I am unable to make a withdrawal, leaving me in the same situation as if my withdrawal was being denied.

初めて出金しようとしました。身分証明書、入金証明書、住所証明書が必要だと言われたので、全てアップロードしました。

身分証明書と入金証明書は承認されましたが、住所証明書をアップロードしましたが、承認されませんでした。数日前に取得したばかりの住民票をアップロードしたので問題無いはずです。理由を問い合わせましたが、返答がありません。

このままでは出金出来ないので、出金拒否と同じ状況で困っています。

Dear aya.123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that you haven't received any instructions on how to proceed?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

After my residency card was rejected, I uploaded a water bill receipt, which was rejected again. I then uploaded my pension payment certificate, which was approved and my account was verified.

Although I am frustrated that my proof of address, including my residence card and water bill receipt, was rejected without any clear reason being given, I am relieved that my account has finally been verified.

After that, I applied for a withdrawal. It has been more than 24 hours since I applied for the withdrawal, but the money still hasn't been withdrawn. I'm worried about whether the money will really be withdrawn.

住民票が却下された後、水道料金の領収書をアップロードしましたが、再び却下されました。その後、年金の支払い証明書をアップロードしたら承認され、アカウントが確認されました。

明確な理由も伝えられず、住民票と水道料金の領収書が住所証明として却下されたのは不満ですが、ようやくアカウントが確認されたので安心しています。

その後、出金申請を行いました。出金申請後も24時間以上経ちますが、まだ出金されません。本当に出金されるのか不安です。

Thank you for your reply, aya.123. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

It's been 10 days since I requested the withdrawal, but the money still hasn't been withdrawn. I was asked to upload a selfie with my driver's license, which I did, and they replied that they had verified my account.

However, the withdrawal request is still pending.

出金申請から10日が経ちますが、まだ出金されません。運転免許証を持った自撮り写真をアップロードすることを要求されたのでアップロードしたところ、アカウントは確認できました、との返答がありました。

ただ、出金申請はまだ保留のままです、

The money was finally withdrawn yesterday.

However, I have been unable to log into my account since today. There is no balance in my account so it is not a problem, but locking my account without any explanation is an unreliable bookmaker. I have not done anything fraudulent or suspected of fraudulent activity.

I deposited about 50,000 yen and withdrew about 100,000 yen, so I was not attempting to withdraw a large amount.

It took about 10 days for KWC to be made, and I don't think it's a bookmaker I would recommend to others.

昨日になりようやく出金されました。

ただ、本日よりアカウントにログイン出来なくなっていました。アカウントに残高は無いので問題は無いのですが、何の説明も無くアカウントをロックするとは、信頼できないブックメーカーです。不正行為や不正行為が疑われることは全くしていません。

約5万円の入金を行い、出金は約10万円と、多額の出金申請をしようとした訳でもありません。

KWCにも10日程かかり、他人にはお勧めしたくないブックメーカーだと思いました。

I received the email attached at the bottom.

I have not cheated in any way, I am working completely alone and without consulting anyone, I do not have multiple accounts.

No other wrongdoing is suspected.

However, the fact that they closed my account unilaterally without any explanation makes me think that Cryptoleo is a fraudulent and dishonest company. I also think that the fraud prevention tools and techniques they use are not accurate.

It states that "decisions are made at our sole discretion and players will not be notified or informed of the reasons for such actions," so there is no explanation as to why my account was closed, but I will never use any casino sites related to Cryptoleo or those managed by the same company in the future.

We also recommend that other users do not register with this site to avoid the same problem.

Due to fraudulent activity, your account has been permanently closed.

"We have a strict anti-fraud policy and use a variety of anti-fraud tools and techniques. If a player is suspected of fraudulent activity, including but not limited to: colluding with other players, cheating against other online players, chargeback of credit card transactions by the casino or payment provider, refusal of some payments, creation of more than one account, any other type of fraudulent activity, or bankruptcy in the player's country of residence, we reserve the right to terminate this account and to cancel and suspend all accounts and payouts to the player. This decision will be made at our sole discretion and the player will not be notified or informed of the reasons for such action. We also reserve the right to notify the relevant regulatory authorities of the player's fraudulent activity."

一番下に添付したメールが届きました。

私は何も不正行為はしていません。完全に一人で行っており、誰とも相談などしておりません。複数のアカウントも持っていません。

その他の不正行為が疑われることは一切しておりません。

それなのに何の説明も無く、一方的にアカウントを閉鎖するとは、むしろcryptoleoが、詐欺行為、不正行為をする会社だと言いたいです。また、Cryptoleoの使用している不正防止ツールや技術は正確性に欠けていると思います。

「決定は当社の独自の裁量で行われ、プレイヤーにはそのような措置の理由が通知または通知されません」との記載があるのでアカウントが閉鎖となった理由の説明は無いのでしょうが、Cryptoleoの関連サイト、経営が同じカジノサイトは、今後一切使用したくありません。

また、他のユーザーも同じ被害に遭わないために、このサイトは登録しないことをお勧めします。

不正行為のため、あなたのアカウントは永久に閉鎖されました。 

「当社は厳格な不正防止ポリシーを掲げ、さまざまな不正防止ツールや技術を使用しています。プレイヤーが不正行為の疑いがある場合、これには以下が含まれますが、これらに限定されません：他のプレイヤーとの共謀、他のオンラインプレイヤーに対する不正行為、カジノまたは決済プロバイダーによるクレジットカード取引のチャージバック、一部の支払いの拒否、2つ以上のアカウントの作成、その他の種類の不正行為、または居住国での破産。当社は、このアカウントを解約し、すべてのアカウントとプレイヤーへの支払いを解約および停止する権利を留保します。この決定は当社の独自の裁量で行われ、プレイヤーにはそのような措置の理由が通知または通知されません。当社はまた、プレイヤーの不正行為を関係規制当局に通知する権利を留保します。」

Dear aya.123,

I’m sorry to hear about your closed account, but please understand, that we can’t penalize the casino for this if your remaining balance has been paid. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

As the main issue has been resolved, we'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru