Mon compte a été fermé et j'ai été victime d'une fraude de 3600 €.

Dear Rafik, Thank you for reaching out to us. We confirm receipt of your complaint, which has now been logged and is pending initial review by our team. Please note that, in accordance with our policy, we can only review a complaint once the casino operator has been given the opportunity to resolve the matter directly. You are therefore required to first submit your complaint through the operator’s official complaint procedure and allow up to 8 weeks for them to respond. If you have already completed this step and the issue remains unresolved, please provide us with evidence of your communication with the operator, including any final response received at [email protected]. Once verified, we will proceed with our review and may contact you for further information if necessary. We appreciate your cooperation and patience. Best regards, The SiGMA ADR Team

Yes, I tried to talk to them and find a solution, but they told me that they had permanently created the account and there was no solution to return it. They accused me of tampering with the matches and paying from a stolen crypto account.

Hi team, I cannot see his initial message can you help me please? Also the first thing we always need to do after acknowledgement of the complaint is to check if the casino operators is MGA licensed or not. If not then we cannot handle the complaints. Thanks,

Hi Irene, The player’s initial message states: “Mon compte a été fermé et j'ai été victime d'une fraude de 3600 €.” (My account was closed and I was a victim of a €3,600 fraud.) 1. Licence Confirmation: Following a re-verification of the operator’s status, Leon Casino is licensed by the Malta Gaming Authority (MGA). Therefore, the complaint falls within our ADR remit, and we are competent to review the matter, subject to the procedural requirements being satisfied. 2. Default Acknowledgement & Evidence Request: As per our standard procedure, we issued the default acknowledgement message to the player upon receipt of the complaint. In this message, we confirmed that the complaint has been logged and informed the player that we can only proceed once the operator has been given the opportunity to resolve the matter directly, allowing up to 8 weeks under the operator’s internal complaints process. Additionally, we have specifically requested the player to provide full and proper evidence, including complete proof of their communication with the casino, copies of any correspondence exchanged, and any final response received from the operator. We will only proceed with further review once these documents are submitted and verified. Thanks,

Dear rafa00, Thank you for contacting us. Please note that we are an ADR provider recognised by the Malta Gaming Authority (MGA). As such, we are authorised to review and process complaints only against gambling operators that hold a valid MGA licence. Following our review, we note that the casino operator concerned is operated under the Curacao Government, which does not hold an MGA licence. As a result, this complaint falls outside our jurisdiction, and we are unable to accept or process it under our ADR framework. Accordingly, we have to inform you that we are required to close this complaint. We recommend that you contact the relevant licensing authority or dispute resolution body associated with the operator’s jurisdiction for further assistance. Kind regards, SiGMA ADR Team