LeoVegas Casino - Closed my account although I got permission to play!

RESOLVED
posted on May 30, 2015.

troubles started with leovegas by having multiple accounts made for like 2 years ago, all those accounts have been closed that time, i mentioned leovegas this week again, and created an account, but directly deactivated it since i mentioned i have an old account where i made a deposit long time ago, i spoke about this fact to someone from support, he spoke to a team who is responsible for accounts, i asked to reopen old account, and explained him the situation that i had more accounts long time ago, and 1 recently, but deactivated directly!, because i had on old account on this emailadress. he understand the situation, and spoke to the special team. They Gave me permission To play on my old account, and keep that as the only good account! if i knew i couldn't play they would have told me this! and not gave me permission to play, but they did. and after playing a bit i only won 30euro but i was happy with that and requested a withdrawal, then they ask me to provide documents which was no problem everything was sended to them, then troubles started! dutch support told me i had multiple accounts, yes that was true but all closed years ago! and they blocked my account where i had a withdrawal on, because i was not allowed to play. i'm very frustrated about this fact,because they give me Direct Permission on live chat to play on my old account, this is a very weird situation, and they do not even want to refund my original 10euro deposit which is very small. i'm not happy with this fact, because of the fact i had the permission to play and have fun! and all staff members coming up with different things they send to me, and telling me they have right to take 10% administration fee of 30 euro, kind of weird since i have exactly 30 euro pending. that's not possible, they don't want to refund my deposit. absolutely weird this. so the point is, if you give someone permission to play on an account, all winnings have to be paid, because if i have lost i still could play there. if they didn't gave me access i wouldn't play there. i hope they finally understand this! this is poor service leovegas!

posted on June 3, 2015.

Hi Nelsloca,

We're sorry to hear about your current situation with LeoVegas and will do our best to help you out. Please inbox your username to us and full name, we will then speak to customer support and try and solve this query for you.

Thank you.

posted on June 3, 2015.

Hello leovegas,
askgamblers told me they forwarded my details, so i hope you received them and solve this issue for us both in a goodway, it delivered me lot of stress, and costed me lot of time, too explain it everytime against your customer support. so i hope you will solve this, i wait for your response thankyou.

posted on June 3, 2015.

Hi,

We have not yet received your info from the forum, so we have inboxed you requesting your full name and username. As soon as we have this info we will try to solve your query.

Thank you.

posted on June 3, 2015.

Dear leovegas, and readers. to give my Complaint and my right more strength i have now a copy of the day i spoke with support from the chatconversasion, here you can also see clearly stated that they discussed with the accounting team and decided to re-open my account , and also you can see i told them that i had more accounts, and a new one opened that same day, and they still re-opened my account and playing at leovegas won't be an issue as clearly stated!

posted on June 3, 2015.

copy:
Christian
Hello Niels. How may I help you?
Niels
hi christian
Niels
i remember i had an account long long time ago with you
Niels
can u check if its still available?:P
Niels
should be on my email
Niels
[email protected]
Christian
I will check for you now.
Niels
oke perfect
Christian
Could you give me your date of bith and your phone number please?
Niels
10-01-1995
Niels
i have new number
Niels
so dont know which numbr was registered
Niels
but do not sen anything too that number which is there, since someone else owns it now, and they don't want to receive that
Niels
if u understand ;)
Niels
someone bought it :)
Niels
i have long time other number already
Christian
ok, i will check it for you now.
Niels
okecool:d
Christian
There is an account on that email that matches your details.
Could you please state your adress that you could have had on it?

Christian
Nope you remember making a account in Netherlands?
Could you please state your surname and first name please.
Niels
ja

Niels
niels .....
Christian
the account is temparary closed, I will send a request if it can be opened to our pay department, you should get a mail with answer from them about it.
Niels
on [email protected]
Niels
right?
Niels
why whas it closed? dont remember anymore
Christian
I need to check with our payment department about it, they will send a mail to you about this.
Niels
oke any idea when? today tomorrow/
Christian
As fast as possible.
They usealy handle sutch cases pretty fast
Niels
oke great i keep a wait then
Niels
thanks christian
Niels
hope be able to play again at Leovegas
Christian
anytime, it is sent for you.
Niels
since you are a huge website
Niels
with perfect games;)
Christian
So should be an answer pretty fast.
Niels
thanks friend, i hope to get the answer;)
Niels
oke good to hear friend!
Niels
hope for the best!:D
Christian
Yes ofcourse, many games to choose from.
Niels
thanks man:D
Niels
fast payouts also he;)
Christian
We hope you are happy playing and haveing fun with it.
Niels
if its open my account for sure i go play again hehe;)
Christian
We do our best to support.
Niels
perfect stuff here!:D
Niels
i understand
Christian
Thanks for good feedbacks
Niels
good to hear
Niels
appreciations;)
Christian
It is appreciated.
Niels
no worries
Niels rated this chat as good.
Christian
Thanks :)
Niels left the following comment: Perfect Support!
Niels
i wait for eamil friend:)
Niels
ciaociao:D
Christian
Have a pleasent evening now
Niels
thanksman
Niels
u2
Christian
Yes ofcourse we send it as soon I have an answer from our paydepartment.
It is opened now
Niels left the chat.
add a tag…
Chat started: Wed, 5/27/2015 12:11 am
Christian
Hello Niels. How may I help you?
Niels
hey man!
Niels
i think my account is open right
Niels
i made other account 2 hours or go or something cause i forgot i had one already, , but i directly deactivated it
Niels
so its all good now right;)
Christian
I will check, it is only allowed to have one account with us. I will check it for you now.
Niels
yes but the other one is deactivate
Niels
and deleted i guess
Niels
since this was my good one:d
Christian
You can use the one with email adress [email protected]
Niels
yes that'sthise one;)
Niels
perfect;)
Christian
If you dont remember you password please use the forgotten password link on our site.
Niels
on tis account there has ever been a deposit made right
Niels
im already logged in now hehe
Christian
You should get a new password to your emal then.
Niels
already di haha
Niels
im alreaddy logged in heeh
Christian
that is good.
So everything working good. Is there anything else I can help you with?
Niels
yes is there some spins or bonus u have for comeback hehe:D
Christian
Ill check for you now.
Niels
to try bit u know:d
Niels
great
Niels
just some small gift would be perfect
Christian
You should have all of the deposit bonuses available on your account.
The first is 200% upto 50 Aud
Niels
that'sgood but i mean more like some spins for free or so;)
Niels
wouldbe kind:D
Niels
comeback gift hehe
Christian
And you should also receive 180 freespins devided on 9 days. you should have them 24 hours after first deposit. ther will be given 20 every day. on starburs, vegasparty or mega fortune dreams.
20 is given on sign up
Niels
did it got 20?
Niels
on sign up/
Niels
?
Christian
Yes was already used 20 on the signup
So that is correct
Niels
oh oke hehe
Niels
what min deposit to receive 180 spins;)
Christian
Minimum deposit is 10
Niels
wauwu for 18
Niels
0 spins
Niels
180 spins for 10 deposit
Niels
sexy deal hehe
Christian
10 euro
Niels
Ja!:)
Christian
Is minimum deposit.
Niels
i understand you christian
Christian
That is good.
Cool
Niels
i know:)
Niels
can you tell me
Christian
Perfect
Niels
Average time to receive ANY withdrawal on skrill?
Niels
12hours?
Niels
faster slower
Christian
Yeah usealy 1 -5 workingdays if withdrawal is to Visa or Bank
Inpay bank could be 2 days
Niels
E-WALLETS?
Niels
how long
Niels
neteller/skrill
Christian
skrill Neteller straight away, just need to be approved first
Niels
ah so can be anytime
Niels
oke good to har,
Niels
i will make deposit tomorrow for sure;)
Niels
thanku christian
Niels
enjoy ur nirhgt;)
Niels
night;)
Niels rated this chat as good.
Christian
Yeah fastest methods for withdrawals, remember that Neteller deposits need to go to Neteller and Skrill deposits need to go to Skrill
Niels left the chat.

this is the copy of that chat, i only took my personal details out, as it's not smart to post it.

AskGamblers
posted on June 4, 2015.

We send to the casino necessary information.

posted on June 4, 2015.

Hi Nelsloca,

I can now confirm that your 10 Euro deposit has been returned to your account. We apologise for any inconvenience caused and thank you for your custom.

Thanks.

posted on June 6, 2015.

perfect work got my €10 refunded on skrill last thursday! so thos complaint is solved thanks guys and rep from leovegas