LeoVegas Casino - Endless requests for documents

RESOLVED
safeand52 United Kingdom
posted on September 25, 2015.

Hi i have an issue with Leo Vegas Casino

my user name is safeand52

my email is [email protected]

John ************
1:01 AM (10 hours ago)

to info
Good Day.

I have a complaint to make about an online casino

They are called Leo Vegas operated by Leo Vegas Gaming Ltd UK.

Their gambling commission UK licence number is 000-03­919­8-R­-31­945­0-001 this is on their website.

I have used the above on and off for a year or 2 and early this week I had a win of £300 That was Monday and today is Friday they will not pay the winnings.

I have 18 separate emails sent and received which I can forward to you if you wish.

They are asking for security and banking information which I expected as I have dealt with other casinos before.
The gist of the problem is I have given them everything they have asked for and each time I think that is it they will be paying now
I get another email saying no we need something else and each time they blame the terms applied by a Maltese Gambling commission .

So Far I have sent them

Images of

1 passport

2 Debit cards

1 Driving licence

1 Bank statement

1 Proof of address ( now 3 in total )

They asked for details of all the debit cards I have ever used while I have played with them for which there are 3,
however one card was replaced by the bank (which is quite normal ) and as usual they ask that you destroy the old card.
The Casino are using the destroyed card as their reason for not paying I have explained the above situation and I received another
email asking for a bank statement showing the last transaction (between me and them using this card ) which I managed to do and now they are saying the bank
statement does not show the card number ( which they don't) even though it clearly shows money going from my account to theirs on the day they say I last used it.
this was back in May this year. The statement also confirms my name and address.
Now they want me to go to the bank and ask them for some kind of letter saying the card in question was issued to me by them ??????
Usually Casinos only want details of the card you used on the day of your win.

I use a variety of online casinos and 3 land based casinos and have NEVER had the problems I am having with LEO Vegas.

Can You Help please.

My contact details below.

email: [email protected]

posted on September 28, 2015.

Hi!

I am happy to look into this directly for you. I have sent you a private message in regards to this.

Thank you and have a great day.

safeand52 United Kingdom
posted on September 28, 2015.

Who have Leo Vegas sent a response to ? and what does it say ?

posted on September 28, 2015.

Hi,

Thank you for your response.

I have sent a private message to you to request your Leo Vegas account details so I can look into this for you to find a resolution.

Enjoy the rest of your day.

posted on September 28, 2015.

Hi,

I hope this finds you well.

I have sent you a private message in regards to this.

Have a great afternoon!

safeand52 United Kingdom
posted on September 29, 2015.

Good News. Leo Vegas have approved my win and should be paid within 5 working days.

posted on September 29, 2015.

Hi.

We are very glad that we were able to solve this quickly and smoothly, thank you for your assistance. Please do not hesitate to contact our support team should you have any other questions or concerns, they are available 24/7.

Enjoy the rest of your week!

safeand52 United Kingdom
posted on October 2, 2015.

Hi . And thanks again for your help .
Leo Vegas have emailed me saying they have now approved my win but as yet I have not received any payment , tomorrow is the 5th working day Friday 2nd Oct . so lets see if the payment lands 1st before we close on this .

posted on October 2, 2015.

Hi safeand52,

I hope this finds you well.

I have provided you with an update via Private message.

Have a great evening.

safeand52 United Kingdom
posted on October 3, 2015.

Hi I would like to thank everybody involved with this claim as I have now been paid in full .
You have been very attentive and professional in how my complaint was handled.

AskGamblers
posted on October 5, 2015.

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