LeoVegas Casino - Withdrawal being held, refund not issued

RESOLVED
John0108 United Kingdom
posted on June 29, 2016.

After closing an account with LeoVegas Casino due to gambling issues a year to 18 months ago I recently opened up a new account for use of the sportsbook forgetting my previous account. I made 14-15 small deposits on my new account to the total value of £165, I then made a withdrawal of £350.

This account was open all night, it was only until the following morning I went to check the status of the withdrawal that I found the account was locked and I was asked to contact support. After speaking to support numerous times I am being told that the relevant department is looking into my account and their is no timescale on when the issue will be resolved.

I take full responsibility for opening the account forgetting that I previously had one closed. But after depositing £165 and withdrawing £350 i still have £0 and each question regarding the matter unanswered.

John0108 United Kingdom
posted on June 30, 2016.

Today, after contacting LeoCasino again and being to it is still being looked into, I told them that a complaint has been filed against them in this website.

A few hours later I received an email telling me that the £350 withdrawal will not be getting processed and that the £165 in deposits has been returned and will be with me within 2-5 days.

I will update further if/when funds have reached me.

posted on July 4, 2016.

Hi,

I have followed this up for you and can confirm that your refund of deposits was processed today and they should clear within the next 2 - 5 business days. If you have any questions or concerns don't hesitate to get in contact if you have any questions or concerns.

Have a great week.

John0108 United Kingdom
posted on July 4, 2016.

I was told that it had been processed on Thursday? I also contacted you on Friday to clarify it was been processed and had it confirmed that it was done Thursday. Why was I told that if it wasn't the case?

posted on July 4, 2016.

Hi,

I have looked at the communication from late last week. We had confirmed that the deposits would be refunded, not that the funds were actually refunded. A refund of funds is a completely different process to processing a withdrawal, this can only be done by our Payments team. Due to the workload of our payments team we were unable to process this until this morning.

Let me know if you have any questions at all.

John0108 United Kingdom
posted on July 4, 2016.

I was told on Thursday the 30th that the funds had been returned to my card ending 5027, I have enclosed screenshots.

I also had it confirmed to me via chat that the email was correct and the funds had been sent to my account, I'm sure you will have that conversation on file.

John0108 United Kingdom
posted on July 4, 2016.

I have added screenshots from the email that I received on 30/6/16 which was Thursday telling me that the deposits of £165 had been sent to me and should reach me within 2-5 working days.

posted on July 4, 2016.

Hi,

Apologies for the confusion. This was not the communication that I saw. I will follow this up to ensure this confusion does not happen again. I can assure you the refund of your deposits has been processed and you will receive these within 2 - 5 business days.

Let me know if you have any further questions.

John0108 United Kingdom
posted on July 4, 2016.

Thank you, I look forward to that.

John0108 United Kingdom
posted on July 6, 2016.

Deposits received. Thank you askgamblers for having a website like this, it helps a lot! Case sorted and funds received in days instead I could of been waiting years as was mentioned by LeoVegas customer service. Avoid.

AskGamblers
posted on July 6, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.