LeoVegas Casino - Payment pending for too long

RESOLVED
posted on June 9, 2016.

Hi, I submitted a withdrawal 7 days ago and according to the terms it can take upto 5 days. I'm still waiting and getting no answers other than a complete lie that they have found another account with my details and this is completely untrue and clearly just an excuse to keep my winnings. As a new player I am not impressed in the slightest. I want to know when I will receive my winnings, they should not be allowed to get away with it.

posted on June 13, 2016.

Since posting I have received an email to say that I will not be getting my winnings and my account has been closed due to multiple accounts. Again this is completely untrue I have never opened an account with an online casino before now, I don't understand how they can just get away with doing this. Also one time I had contacted live chat in regards to my withdrawal I was speaking to Caroline P who told me she had found another account with my details and closed it so only left this one and as much as I was confused as to why she had found another account I was happy that she said she had closed it and not to worry about it so leovegas you have completely contradicted yourselfs.

posted on June 14, 2016.

Hi,

i have looked into this myself as well as discussed it with out Payments team. As previously advised it was found that you have opened multiple accounts with us, which is a breach of Terms and Conditions. The winnings were deducted as they won from the bonus money, which you were not entitled too as you had already claimed on another account. Please see the term that I am referring too:

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 or equivilent) for every account You have opened as well as any other deductions that may apply in accordance with these T&C.

posted on June 14, 2016.

If this was the case can you provide me with the details of this account? As I can assure you i haven't opened an account with anyone before other than Gala.

AskGamblers
posted on June 16, 2016.

AskGamblers Complaints Team have been provided by valid evidence on behalf management of LeoVegas Casino where it is clearly displayed that player had opened more than one account. Player by these actions violated general term # 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.
Furthermore, if you attempt to open any additional account after your original account had been closed for the reason of gambling addiction, any funds held in your additional account/s will be immediately forfeited and no winnings shall be paid out under any circumstance.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In a case of a disagreement with our decision we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for LeoVegas Casino.