LeoVegas Casino - Seriously delayed payment of $64,000

RESOLVED
guym Australia
posted on February 11, 2016.

I won $64,000 at Leo Vegas recently and requested a lump sum withdrawal which was approved on after completion of the verification process. All correspondence has stated that all the conditions have been met and the withdrawal approved.

I have received 2 different dates (27/01/16 and 01/02/16) from the customer service team as to when the Casino claims the transfer took place, and yet no funds. When I have repeatedly asked for confirmation of the account details to which the transfer was sent, I have had no response in this regard. At no time has confirmation of my banking details been requested, this I would have thought would be the first step in an investigation into a misdirected funds transfer.

As per the T&Cs i was expecting a 5 day wait, it is now 12/02/16 and no sign of the funds, i have checked with my bank and they have nothing in the pipeline. The Casino claims they have completed the transfer.

I was sent a receipt dated 27/01/16 which had no useful information that could explain the delay nor where the funds have been directed.


I get the impression they are using stalling tactics, just telling me to wait.

As I have read on this site, large withdrawals are made once a month, I believe at the end of the month, which the first date of 27/01/16 would have been eligible for payment by 31/01/16. this payment appears to have been carried over into the next months numbers, explaining the change in the information provided as to the transfer date. I do not believe a transfer has taken place as yet.

Today I have received an apology from Customer service for the delay and the manner in which I have been treated, yet still no money.

If the Casino has a date which they are intending to send the funds, why not just tell me, that way I can get on with my life, stop bothering them and wait patiently for my money. As it stands, I wonder if I will ever see it.

guym Australia
posted on February 12, 2016.

I have done some research of my own regarding the process and mechanics of making a International Funds Transfer.

I do not believe that Leo Vegas has made any transfer to my account, I believe that the "Receipt" they claim shows the transfer to my account is nothing more than a Purchase Order to make the transfer, when will they execute the order and send my money????

I have requested that Leo Vegas please provide evidence of the transfer that details the destination of the transfer, not just a reference number that has no meaning to me or my bank. My Bank has told me that no such transfer has been sent or been sent and rejected.

guym Australia
posted on February 12, 2016.

It is also interesting to note that the withdrawal of funds from my account does not appear in my account history.......

guym Australia
posted on February 12, 2016.

Well, I get the impression that my grave suspicions may be unfounded. The casino has provided other documents that may provide a clue to the issue, lets see how it pans out, I may still be correct too.


Don't hold your breath.

guym Australia
posted on February 12, 2016.

OOppss , spoke too soon.....

guym Australia
posted on February 15, 2016.

Still no answers from LeoVegas, still waiting for the funds.......getting fed up with them......

guym Australia
posted on February 15, 2016.

Ok, So after sending a copy of my bank statement that shows that no such deposit has entered the account it was supposed to be sent to, they are now wanting a letter from my bank stating that the money didn't reach my account. Why????

The way i see it, this is just another delaying tactic and my reasoning is that if they did/do actually track the transaction, they would see that is has not reached my account.

So, if i do this and it is actually required, I must take time off work, go to a branch of the bank, wait 30 mins to discuss with them, wait another 30 mins for them to get permission to issue a letter (if they do), wait another 30 mins for the letter to be issued, send to LeoVegas, then wait another 3-4 days for them to tell me to wait for a while longer. Absolutely ridiculous.

The statement was sufficient last week, why is it not sufficient this week......more pointless hoops to jump through.

Fed up to the eyeballs.

guym Australia
posted on February 15, 2016.

Yet another apology from a LeoVegas Rep for the treatment I have received and another promise to fix it immediately, sorry for being sceptical, but i'm not holding my breath, just waiting for another document request.

I guess we will just have to wait and see.......i will keep you in the loop.

guym Australia
posted on February 15, 2016.

well well, Leo Vegas Rep has come good and delivered as promised.
I have received the funds to my account and the scales of justice are in balance, once again....Thank you Leo Vegas and Thank you AskGamblers for provision of a forum to vent frustrations and concerns.

AskGamblers
posted on February 15, 2016.

Based on the player's last comment we consider the case as resolved and officially closed.