LeoVegas Casino - Closed my account and stole my balance after requesting a big withdrawal

REJECTED
johanbraker Netherlands
posted on July 9, 2016.

Hello,
I'm filing a complaint because LeoVegas sent me this shocking e-mail yesterday:

This email is sent as to inform you of your player account in LeoVegas.com, which now has been closed permanently.

Please note you are not allowed to open any further accounts on the site.

Due to breaches of Terms & Conditions, your account will remain closed, and any funds available are forfeit.

We view the case as closed and no further action will be taken by us.

I will provide some background information:
I started playing at LV for the first time couple of weeks ago. I did couple of deposits using my Neteller account and cashed out some winnings 3-4 times and each time my winnings were approved more less instantly after a short chat with support.
I was a very happy casino customer and loved to play on Leo Vegas because of that. My account was 100% verified as well.

The problems started since a couple of days ago; I wanted to cash out 2.000, - euro, chatted with support and strangely they could not approve instantly. I except if my friends are telling me that LV always cashes out instantly after a short chat and I share that experience too, I obviously except it will always be like that. A few hours had past and I received an email from the LV support team with the request to send them a photo of myself with my creditcard next to my face "to verify authenticity" which I did not notice on the first place, but nevermind, after another hour I received an email from Neteller that I received funds and also from LeoVegas support that my cash-out was approved. Hurray! I thought, but the day after the nightmare started.

I deposited some money using Neteller and spinned on LeoVegas several slots and the result was a whooping 13.000 euro. So I cashed out 4K (max amount to neteller in my account) and i noticed it wasn't approved instantly either. So I was looking for an email from the support team of LV and I saw in unwanted messages that they requested photo of my cc next to my face. No problem, i made a selfy and sent it to them and less than 24 hours after that they just closed my account.

Now I really feel disgusting and wrongly treated. Can a casino such as LeoVegas just do such things and let loyal customers in the entire dark?

I know the casino rules; I don't have multiple accounts, I only deposit using my own payment methods (so registered to myself), I only played on one device and according to me no terms have been violated.

Hopefully your site can support me with fixing this problem with LeoVegas. I contacted support of LeoVegas several times now, but they don't respond or don't provide me any information!!

AskGamblers
posted on July 14, 2016.

Dear @johanbraker,

Please let us know if there's some update on your issue.

posted on July 14, 2016.

Hello JohanBraker,

As per my private message to you, please provide the requested information in order for me to look into your query in further detail.

Many thanks in advance

AskGamblers
posted on July 18, 2016.

Dear @johanbraker,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity.

Thank you for your cooperation.