LeoVegas Casino - Unfair confiscation of legitimate winnings

RESOLVED
moth2aflame United Kingdom
posted on February 27, 2016.

After playing on Leovegas and for a couple of hours on a early hours Sunday morning and winning £2000 on Thunderstruck I then went ahead and deposited £10 and verified my account which was fine. All documents were verified, I was then told my withdrawal would proceed. Later on in the evening I received an email stating that I had opened other accounts with them (which I did not) and my withdrawal would be not approved. My £10 deposit was taken and account verified by their team so I do not understand why my £10 was one taken and accepted, account verified and accepted but then cancelled at the last minute and closed. Not only have I lost £2000 but also feel the casino took £10 that I deposited then closed my account this to me seems like theft.
Here's an excerpt of the email I received to prove my authentication was accepted:

Dear ****

Thank you for sending over the documents.

With in regards to the withdrawal I have now passed this onto our payments department to continue to proceed with your withdrawal.

You will receive an email from us once this has been processed.

In the meantime if you require any further assistance, please don't hesitate to contact us

Have a great day

Best regards
*******
Leo Vegas, Customer Support


I have contacted them a few times now since this and they have not responded to any messages I have sent them.
So basically they have taken £10 from me and closed my account and dismissed the £2000 I won and claimed I have made multiple accounts which I haven't.
Everything was above board and verified by them and only when it came to pay out did they dismiss me and close my account.

posted on February 29, 2016.

Hi,

As was explained to you by our customer support, we are unable to pay out any winnings as multiple accounts were found with your details while processing this withdrawal. This process is explained in our terms & conditions:

2.5.9 Before any withdrawals are processed, Your behavior on the Website/usage of the Games will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets or hedge betting, shall all be considered irregular playing patterns for bonus play-through requirement purposes. Other examples of irregular playing patterns play for bonus play-through requirement purposes include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of Your total balance (including any given bonus) until such time as the wagering requirements for that bonus have been met. Should the Casino deem that irregular playing patterns have occurred, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses.

As multiple accounts were found, by doing this you have breached the following paragraph in the terms and conditions:

1.14 If You open or attempt to open more than one account, for whatever reason, LeoVegas may block or close any or all of Your accounts at its discretion. LeoVegas also reserves the right to withhold any deposits or winnings upon the discovery of duplicate or multiple accounts at its sole discretion. Should LeoVegas decide to leave one account open, it will be the first account that You opened with LeoVegas, to which Your remaining deposits, if any, will be transferred. LeoVegas will deduct an administrative fee of 10% (minimum €30) for every account You have opened as well as any other deductions that may apply in accordance with these T&C.

I am afraid due to the extent of the breach of the terms and conditions this decision is final and all accounts have been closed and you are no longer welcome to play with us.

Please do not hesitate to contact me via private message if you have any other questions.

moth2aflame United Kingdom
posted on February 29, 2016.

Yet another excuse from Leovegas to with-hold winnings. MY accout was verified by a member of your team which took almost the whole day to do sending in various documents a deposit was made and Leovegas gladly took my money. Now they claim this and close my account.
You say I am no longer welcome to play but i'd suggest no one with any sense should play here as they take money but close your account 12 hours later.
It is simply impossible to make more than one account with you as a mobile telephone number is required and I only own one number. I also live at one address so if accounts were made that already existed surely this should of flagged up during the verification process which while took quite a while was eventually done and was made fully verified. Quite simply you have taken my money and use t&c that dont apply to me to void my winnings and my deposit.

AskGamblers
posted on March 2, 2016.

AskGamblers Complaints Team has been provided with valid evidence regarding this case on behalf LeoVegas management. We can now confirm that player breach casino terms by opening multiple accounts, this is direct breach of terms #1.14

If You open or attempt to open more than one account, for whatever reason, LeoVegas may block or close any or all of Your accounts at its discretion. LeoVegas also reserves the right to withhold any deposits or winnings upon the discovery of duplicate or multiple accounts at its sole discretion. Should LeoVegas decide to leave one account open, it will be the first account that You opened with LeoVegas, to which Your remaining deposits, if any, will be transferred. LeoVegas will deduct an administrative fee of 10% (minimum €30) for every account You have opened as well as any other deductions that may apply in accordance with these T&C.

We consider this complain resolved and closed. In case of a disagreement with the decision made by the AskGamblers Complaints Team, we encourage player to seek further assistance on this matter from the relevant licensing authority responsible for LeoVegas casino.