LeoVegas Casino - Having troubles with verification

RESOLVED
stelucentsw1 United Kingdom
posted on January 3, 2016.

I am writing as I have a complaint about LeoVegas.

I have been depositing money and then went to withdraw and was then asked for I.D I then sent I.D. The I.D I sent included my Driving Licence (which they said did not prove my address) which I cannot understand. I sent a bank statement proving my account and also my credit card I paid with ending 9129. However they then proceeded to say this isnt valid I.D and I need to get another form of I.D to prove my address. They then also asked me for a bank card I used around 8 months ago ending in 9103 and wanted proof of that, I am absolutely appalled and in no situation mentally to deal with stress. They accepted my money I gave and I won and decided to keep £95.

I have rang my bank asking for proof of my card but all they can do is send out a bank statement showing when I deposited the money using my 9103 card around 8 months ago but it will not show the expiry date or any details only the 9103 last 4 numbers.

They are making it as hard as possible for me to take my winnings and I am not happy, they're customer care is terrible telling me that 'they don't mean to be cheeky' but they will not explain any more what I need. They also never contacted me once I took my money I had to ask them about the situation.

posted on January 8, 2016.

This is unresolved as we are currently working with the player.

posted on January 11, 2016.

We were able to work with the player and receive all of the documents required to process the players withdrawal. This is now solved.

AskGamblers
posted on January 11, 2016.

Dear @stelucentsw1,

Can you please confirm that this issue is resolved? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.

stelucentsw1 United Kingdom
posted on January 14, 2016.

Hello, really bad moments for me personally recently.

This issue has now been solved and I was paid my funds recently in my account with no issues after the initial problems.

Thank you,

Stephen

AskGamblers
posted on January 15, 2016.

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