LeoVegas Casino - Delayed payment for over a month

RESOLVED
posted on August 4, 2015.

I have been trying to get a withdrawal of $1000 EUR. for almost a month from Leovegas. I have sent numerous requests and sent verification as requested. The customer service started out great and they responded very quickly. But they have ignored my last 4 messages. I understand that they are unable to process payments through the credit card because of the (new) law in Canada and they did send me options to register through Neteller or Skrll but these companies do not list Canada as one of the countries they service. So they suggested to send my banking information so they can make a deposit to me. I have sent that information (twice now). I had not heard any thing from them so I have sent more messages through their support link and by email. The last response from them was a text message telling me they requested information about my bank and to check my emails. No email other than the one I had responded to and they had replied back to has been received. I have even asked them to send a bank cheque to my address and they have been ignoring me. I am attaching a screenshot of my account showing my Leovegas account balance. I'm can send a copy of the emails if necessary. Thank you for your help with this.
Pattijo

posted on August 7, 2015.

Hi Pattijo..

I'm sorry to hear that you have been having some difficulty in receiving your winnings. I'm just about to send you a private message so we can locate your account and get this looked into for you as a matter of urgency.

Thanks in advance and have a great day!

posted on August 7, 2015.

Further to this may I ask that you check your spam/junk folder of your email as our emails quite often end up there.

posted on August 7, 2015.

Hello.
I sent the information you requested by private message and yes I have checked my spam/ junk folder. There are no emails from LeoVegas there.
Thank you.

posted on August 8, 2015.

Hi Pattijo,

Thank you for your response once again.

I have sent you a Private Message regarding this issue. I hope it finds you well!

Kind Regards

posted on August 8, 2015.

There is no email from LeoVegas in my inbox or spam/junk mail.
Thanks

posted on August 8, 2015.

Hi again Pattijo!

I am very sorry to hear that you haven't received our Email.

I will try to send it again as well as send further instructions in a private message.

I hope this helps!

posted on August 8, 2015.

I have not received anything as of yet and LeoVegas is already on my safe senders list. Thanks

posted on August 10, 2015.

Hi Pattijo.

I have just replied to you via private message, if you could please check your mail.

I look forward to your response.

posted on August 10, 2015.

Hi
I have just sent a private message. Thanks.

posted on August 10, 2015.

Hi Pattijo.

Thank you for your response. I have just replied via a private message.

Thanks.

posted on August 10, 2015.

Hello I have sent the information you requested.
Thank you.

posted on August 13, 2015.

Hi Pattijo... This is just to confirm that we have sent the payment now. Can you please inform us when you have received the payment?

Thanks!

posted on August 13, 2015.

Hello, nothing yet, but I will definitely let you know when I get it.
Thank you.

posted on August 14, 2015.

Hello, I just wanted to let you know that I received the payment today. Thank you very much. :)

posted on August 15, 2015.

Hi Pattijo!

That's fantastic news. Glad to hear it!

Please accept my apologies for the fact that you had to wait for the money this way. It is not representative in any way of levels of service we provide to our customers. Please do enjoy your winnings and we hope to see you back playing with us again in the future!

If you could be so kind as to mark this complaint as Satisfied we can close this discussion.

For the purpose of this public conversation, there was an error with processing back to the players particular card and it looks like our email conversations had been caught somewhere by a Spam filter so the player thought we hadn't contacted them. We pride out selves in the level of service we provide to our players so you can imagine the shock when we discovered Pattijo wasn't taken care of.

I believe that Pattijo was taken care of in the best possible way when it came apparent what had actually happened.