LeoVegas Casino - Blackjack Winnings Disappearing

RESOLVED
duke0485 United Kingdom
posted on October 4, 2016.

I was playing blackjack 6 in 1 (side bets). I won a straight flush at 40-1 odds with a 1.50 stake plus my blackjack wins (around £70). I immediately thought nice but a couple of hands later at the exact same stake I realised that my balance did not reflect this big win. I could not get a transaction ID either as it goes back only one hand. I spoke to chat who said they have no record of the hand and will contact the provider.

I then played another hand at a different where I won £108. My balance updated but then when I pressed repeat bet the funds disappeared again. As I had noticed it this time I managed to get a transaction ID and TimeStamp with a screenshot.

LeoVegas said they would get back to me in 48 hours but they didnt. Each time I contact them they keep just saying they will get back to me when the software provider does. Its been 5 days now. Chat never apologised once and were rude as if it was my fault this was happening. They were sarcastic and were acting as if I had not won any money as they could not see it on their history and neither could I. I'm just glad it happened again so I had the proof this time as I think their attitude is to just ignore it and treat me as if I was making it up.

I have attached the screenshot of the second win.

AskGamblers
posted on October 8, 2016.

Dear @duke0485,

Please let us know if there's some update on your issue.

AskGamblers
posted on October 13, 2016.

The complaint has been reopened as per LeoVegas Casino request. AskGamblers Complaints Team have been informed that their rep was having issues with his AskGamblers account and couldn't reply within the given time frame.

posted on October 13, 2016.

Our support agents have received the required information from the game provider and contacted the player with a resolution. We also provided the player with compensation for the inconvenience.

AskGamblers
posted on October 15, 2016.

Dear @duke0485,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.