LeoVegas Casino - Opened my permanently closed account

RESOLVED
posted on February 10, 2016.

the 24.1.16 i asked customerservice on leovegas if i could open my account, i dident remember if i had self excluded myself. while he checked out that for me, i found an email that i wrote to leovegas 16.9.2013 that i wanted to Close my account because i played to much.

i told that to the chat host. but he said if i wanted to open it again i could,but it would take 7 days. for it to be reopen.

when my account was open i deposited and lost about 480 euros i think.

then i started thinking about,why i got the chance to open my account in the first Place when i had wrote that i gambled to much and i wanted my account closed so it never could be open again.

then i found the reply to the email in 2013 , that leovegas wrote to me that my account was permanently closed,and i could never play att leovegas again.

i think this Casino is Dangerous to those who have gambling problems, cause clearly now they can open permanently closed accounts.
you just have to wait 7days................................

i want my deposit back,cause this can not be legal. but leovegas dont agree With me,therefore im asking askgamblers.com to help me.

thank you.

posted on February 12, 2016.

LeoVegasRep

Casino Representative

Members
16 posts


Sent Today, 12:11 PM

Good Afternoon,

I am very sorry to hear you are not happy with the service you have received from LeoVegas, if you could please provide your email address (or name and date of birth) in this message I would be happy to look into this matter further for you.

I await your response, many thanks!

posted on February 12, 2016.

LeoVegasRep



Casino Representative

Members
16 posts


Sent Today, 04:07 PM


Dear *****



Thank you for your response.



After your contact via LiveChat on 24th January 2016, you asked if it was possible to reopen your account. In that chat you mentioned the email you had received on 15th September 2013 with confirmation of the closure of your account after stating that you were "playing too much".



Back at that time we followed different internal policies here at LeoVegas, so the agent reviewed the account and closed it down "permanently" as per the routines at that time. We also didn't have a deposit limit facility at that time, as you pointed out and later confirmed the closure of your account.



On your recent request to reopen the account the Responsible Gaming department reviewed it and allowed the account to be reopened since the communications that we have had with yourself never stated 'addiction' and as a result of an investigation conducted by the Responsible Gaming Department no solid evidence was found to confirm addictive behaviour. This is in line with the current regulations imposed by the Malta Gaming Authority which LeoVegas is fully committed to comply to.



Information was provided to you to ensure that precautions could be taken in order for you to assess whether any of the Responsible Gaming tools should be applied.The Responsible Gaming information is also available at all times on the home page, on your profile as well as on the Responsible Gaming page.



Please note the following in our Terms and Conditions:



4.3

Should You opt for self-exclusion in the manner set out above and You are located anywhere else excluding Great Britain, Your Member Account may be opened at any time at Your request provided that a seven (7) day cool-off period shall apply before You may resume play. In certain, special circumstances and only at the sole discretion of LeoVegas, LeoVegas may open Your Member Account immediately upon request and without the mandatory seven (7) day cool off.Once Your Member Account is re-opened in accordance with the procedure described herein, You shall be responsible for any loses that ensue thereafter as a result of Your continued use of Your Member Account and shall not in any case be refunded by LeoVegas. No Member Accounts may be re-opened or re-activated in cases of gambling addiction.



You were then informed that your account could be reopened with the 7 day rule to which you responded with "yes ok".



We understand the issues that you have raised here, ***** and would like to assure you that here at LeoVegas we take Responsible Gaming very seriously. Please feel free to contact us should you require any further information from us in regards to Responsible Gaming.



Thank you for your time, I wish you a lovely weekend.

Reply

posted on February 12, 2016.

ann85

Members
0 posts
0 warning points


Sent Today, 04:57 PM


hello again,and thanks for you reply!



i think its absolutely foolish,when i say that i play to much and want my account to be closed forever, and get a respond that confirm that it is and that i never can play at leovegas again.



if You change Your rules att Your Casino, you cant change the rules about permanent closure,to those who already have self-excluded them self.!


i think this is very very unsafe. and i dont think you take gambling responsibillity so serious as you say.

posted on February 14, 2016.

THIS IS WHATS STAND UNDER LEOVEGAS SAFE PLAY POLICY:

To be absolutely sure that you will not be tempted to play, you can block your LeoVegas account. You decide how long you want your account to be closed , you can possibly . Also choose to close your account permanently. By permanently closing your account may never open again.

posted on February 18, 2016.

We have advised the player that by reopening the account at the players request, we have acted in full compliance with licencing laws and should there be any further questions to contact the Malta Gaming Authority as there is no further information that we can provide. It should be noted that this account has now been closed for Gambling Addiction.

posted on February 20, 2016.

This is a unserious casino! As you Also can See from all the complaints this casino have. I dont agree with leovegas at all. They dont honour their own policy and rules. Shame on you!

AskGamblers
posted on February 24, 2016.

AskGamblers Complaint Team is still in communication with a casino management regarding this case.

AskGamblers
posted on March 2, 2016.

Based on everything stated and evidence provided by casino management, AskGamblers Complaints Team can confirm that LeoVegas act according their responsible gambling policy #4.3.
...
Should You opt for self-exclusion in the manner set out above and You are located anywhere else excluding Great Britain, Your Member Account may be opened at any time at Your request provided that a seven (7) day cool-off period shall apply before You may resume play. In certain, special circumstances and only at the sole discretion of LeoVegas, LeoVegas may open Your Member Account immediately upon request and without the mandatory seven (7) day cool off.Once Your Member Account is re-opened in accordance with the procedure described herein, You shall be responsible for any loses that ensue thereafter as a result of Your continued use of Your Member Account and shall not in any case be refunded by LeoVegas. No Member Accounts may be re-opened or re-activated in cases of gambling addiction.

Upon everything stated we consider this complaint 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.