LeoVegas Casino - Stalling payment for almost an year!

RESOLVED
Allan Ayling United Kingdom
posted on June 6, 2016.

in august 2015 I deposited £1500 with leo vegas and won £1400 when withdrawing i was asked twice to send in vitrification documents. even though these were confirmed as verified no winnings paid and after speaking to customer services dozens of times i had an email from Leo Vegas telling me that I won't get my winnings and no refund will be issued. I sent the details to an adjudicator and on 10/5/2016 had an email from leo vegas informing me that they would now be processing my payment. I then had to send in even more verification documents which I did, they again confirmed that these were ok and my payment had been sent to the relevant department for processing, i have sent more emails requesting details but keep getting told my request was with the relevant department for payment processing. All i want is my money which I have waited nearly a year for so far. why does this casino treat people like this, I have used paddy power and other sites for years and have never had any problems

Allan Ayling United Kingdom
posted on June 9, 2016.

emailed another 3 times and each reply simply told me it was with the relevent department for processing, asked what the delay or problem was and got the same answer again

Allan Ayling United Kingdom
posted on June 9, 2016.

email recieved
I have been instructed to request the following information from you in order that we can process a payment back to you.
If you wouldn't mind kindly sending over your bank details:
Bank account We need to see your name, bank account number and the banks logo/name. Any additional information that we don’t need, you can cover up. You can either take a screenshot of your online banking or take a photo of the paper copy.
Once we have this information it will be sent to our payments team for verification. I will then contact you once this has been completed with an update.


documents sent

email recieved
Thank you for sending us the information that we requested from you. I have now forwarded this to our Payments Department, and they will contact you again as soon as they have processed your documents.
If there is anything else that I can help you with in the meantime, please do not hesitate to contact me again.

email sent
This is a follow-up to your previous request #1610774 "Regarding Your LeoVegas Acc..."
hello, I have sent the information you requested, please could you tell me when i might expect payment

email recieved
Many thanks for your email regarding your payment.
Having checked your account I can see the relevant department is currently working on your account. As soon as there is any update they will be in touch with you.
We do appreciate your patience and understanding with the above.

email sent
This is a follow-up to your previous request #1632301 "Re: Regarding Your LeoVegas..."
any news?

email recieved
Thank you for contacting LeoVegas.
I have checked this with the relevant department and there are no updates as of yet I do apologise.

email sent,
This is a follow-up to your previous request #1610774 "Regarding Your LeoVegas Acc..."
can you please make some enquiries and find out what the problem or hold up is

email recieved,
Thank you for getting in touch regarding your account.
I have looked into this and it is with the relevant department, they are currently working on your account.
Thank you in advance for your patience and they will Email you as soon as there is an update.

email sent,
it is simply not good enough, i have waited nearly a year for this payment, please could you tell me what the actual hold up is, ‘with the relevent department for processing’ gives me no information at all,
you have had everything that you requested, other casinos that i use take at the most 48 hours to see the money in my account. i am now losing patience and will take the matter further if i see no action very shortly.

will post reply

posted on June 10, 2016.

Hi,

Apologies for the delay in response and my apologies in the delay of processing your withdrawal.

I have good news! I have just been told that your withdrawal has been approved and the winnings will arrive to your account within the next 5 business days. I sincerely apologise for the delay. If there are any issues with the transaction don't hesitate to contact me via a private message.

Have a great weekend.

Allan Ayling United Kingdom
posted on June 10, 2016.

thank you very much, will update the post as soon as funds arrive

Allan Ayling United Kingdom
posted on June 12, 2016.

recieved this reply today but still hopeful for payment!!

Nathan (LeoVegas)

Dear Allan,

Thank you for contacting LeoVegas.

I'm afraid as this is being handled by the relevant department and unfortunately there are no updates.

We will be in contact with you with any updates on the withdrawal once we have heard from them.

If you require any further assistance, please don't hesitate to contact us.

Have a good evening!

posted on June 15, 2016.

Hi,

I think this Email may have been sent in a delayed time in response to one of your mails. As I mentioned previously your withdrawal has been processed and should be on it's way to your account, if it has not arrived already.

Please don't hesitate to let me know if you have any concerns and I will follow this up for you.

Allan Ayling United Kingdom
posted on June 16, 2016.

money is now in my bank with thanks

just wish it hadn't taken a year, a massive amount of work, adjudicator intervention and a whole lot of grief to get it. If i hadn't persevered I wouldn't have had anything.

maybe LEO VEGAS needs to address some T&C issues as this seems to be a recurring theme for many as the other complaints on ASKGAMBLERS show. It cant be doing there reputation any favours.

I just wonder how many more of these cases there are from people who just accepted the unfair decisions of the casino.

AskGamblers
posted on June 17, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.