You tap the login button, but the screen freezes or shows a message that your account is locked. The most common cause is a string of failed password attempts that triggered a security lock. On the next screen you may see a notice that your session has expired or that the account is temporarily restricted.
Account lockout after failed login attempts
The player sees an error message such as “account locked” or “too many attempts” when trying to sign in. This happens when the security system detects repeated wrong passwords, an unusual login location, or a browser that keeps old session data.
- You typed the wrong password more than a few times.
- Your browser saved an old password and keeps filling it in.
- You are using a different device or network than usual.
- You forgot which email address you registered with.
- Temporary security block after several rapid attempts.
- Stop trying to log in for a short while; each new attempt can extend the lock.
- Clear your browser cache and cookies, then close and reopen the browser.
- Open a private or incognito window and go to the Leon Casino site.
- Type your username or email address and password slowly, checking for typos.
- If you use a password manager, make sure it is not filling an old password.
- Try the “forgot password” link and follow the reset steps sent to your email.
- After a reset, log in once and note the new password in a safe place.
- If the lock remains, wait for the security block to expire before trying again.
Contact support if you have tried all steps and the lock does not clear, or if you suspect someone else accessed your account.
Welcome bonus and free spins not credited
After you make a qualifying deposit, the bonus balance stays at zero and no free spins appear. This often happens because the bonus was not selected before the deposit or because the payment method does not qualify for the offer.
- The bonus code was not entered in the correct field before depositing.
- The deposit was made with a method excluded from the welcome offer.
- The minimum deposit for the bonus was not met.
- You have already claimed a welcome bonus on this account.
- The bonus was credited but appears in a separate bonus balance.
- Open your account history and confirm the deposit was completed successfully.
- Check whether a bonus balance is shown separately from your cash balance.
- Review the bonus details for the minimum deposit requirement.
- See if the payment method you used is listed as eligible for the offer.
- If you have a bonus code, enter it in the bonus code field before making a new deposit.
- Log out and log back in to refresh your balance display.
- Make sure you have not already claimed a welcome bonus on the same account.
- If the bonus still does not appear, note the deposit reference and contact support.
Contact support if the deposit was successful, you met the conditions, and the bonus is still missing after a full logout and login.
Site and games not loading on a phone
On a phone browser, the page may stay blank, spin forever, or a game may show a black screen. This is usually caused by a weak mobile connection, an outdated browser, or too many tabs open in the background.
- Slow or unstable mobile data or Wi-Fi.
- An old browser version that does not support the game software.
- Too many tabs or apps running in the background.
- Browser cache full of old files.
- Network restrictions on public Wi-Fi or a corporate network.
- Switch to a stable Wi-Fi network or try mobile data instead.
- Close all other tabs and apps to free up memory on your phone.
- Update your mobile browser to the latest version available for your phone.
- Clear the browser cache and cookies, then reload the page.
- Try opening the site in a private browsing window.
- Disable any ad-blocker or script blocker for the site.
- Restart your phone and open the browser again.
- If a specific game fails, try another game to see if the issue is site-wide.
If you have tried these steps and the site still does not load on your phone, contact support and describe the exact error message you see on screen. The www.leoncasino-ca.com site is optimised for mobile browsers, so a fresh browser session often resolves loading problems.
Deposit or withdrawal declined due to limits
The player sees a message that the deposit or withdrawal amount is outside the allowed range. This can happen when the amount is below the minimum, above the maximum, or when a withdrawal would exceed the remaining limit on the account.
- The amount is below the minimum deposit or withdrawal.
- The amount is above the maximum allowed for your account level.
- You have reached a daily, weekly or monthly limit.
- The payment method has its own limits that are lower than the casino’s.
- Pending withdrawals reduce the amount you can still withdraw.
- Check the deposit or withdrawal page for the allowed range shown for your account.
- Compare the amount you entered with the range and adjust it.
- If you have a pending withdrawal, wait for it to be processed before requesting another.
- Try a different payment method that may have a different limit.
- If you are near a daily limit, try again the next day.
- Make sure your account is fully verified, as limits may apply to unverified accounts.
- For a large withdrawal, consider splitting it into smaller requests if the rules allow.
- If the decline message persists, note the exact wording and contact support.
Contact support if you have adjusted the amount and method but the transaction is still declined without a clear reason.
Quick Reference
The table below lists each problem, its usual cause and the first check to perform.
| Problem | Usual cause | First check |
|---|---|---|
| Login locked | Too many wrong passwords | Use the password reset link |
| Bonus missing | Code not entered or deposit method not eligible | Look for a separate bonus balance |
| Mobile page blank | Weak connection or full cache | Clear browser cache and reload |
| Deposit declined | Amount outside allowed range | Compare amount with the range on the deposit page |
| Withdrawal declined | Pending withdrawal or limit reached | Check for pending requests in account history |
A login lock often clears after a password reset; if not, wait for the security block to expire. A missing bonus is usually a matter of checking whether it sits in a separate balance or whether the deposit method was eligible. Mobile loading problems are most often fixed by clearing the browser cache or switching to a stable network. Payment declines are frequently caused by an amount outside the allowed range; adjusting the amount or method often helps. If a decline continues after you adjust the amount, support can see the exact reason on their side. Keep a note of any error message; it speeds up the support conversation.
Before you contact support for any issue, take a screenshot of the error and note the exact time; that single habit prevents most back-and-forth and gets your problem resolved faster.