LeoVegas Casino - Verification issue

posted on December 9, 2015.

Leo Vegas are stalling my withdrawal of money which I won. I have sent them my ID verification documents which they verified and accepted. They want a photo of my previous debit card but that card was cancelled by the bank & I was issued with a new one. Naturally I destroyed the old card when I received my new one. They told me that I could get a screen shot of it on my online banking account. Or, ask my branch to give me a letter! I can't & the bank told me they never keep old card details on file and that no bank ever does this. And, that they would not be able to provide me with a written letter stating the card belonged to me as it's not something they do either. They are finding every excuse to stall my withdrawal. Please can you help.

posted on December 12, 2015.

This was my reply I received from Leo Vegas
Sent Yesterday, 01:41 PM
Hi Natalie.

I have looked into this for you and I sincerely apologise for the hassle this has caused. I am not sure it was explained to you properly earlier in the process, but in accordance with our gaming licence we must verify all deposit methods used on a players account before we are permitted to process a withdrawal.

I see that you are having a serious issue getting this information from your bank, I am deeply concerned by this as ALL Australian banks are required by Australian Tax law to retain full account records, including card information, for 7 years. ANZ & Westpac do advise this on their website's: http:/­/ww­w.a­nz.c­om­/i...i­ne-­sta­tem­ents/ http:/­/ww­w.w­est­pac.c...e­nts­-an­d-i­nfo/. I would suggest contacting your bank manager directly if you continue to have issues retaining this information.

I hope this helps and please don't hesitate to contact me if you have any further questions.

posted on December 12, 2015.

Now Leo Vegas have locked me out of my account without any notice after making a complaint.

posted on December 16, 2015.

This is ongoing and unresolved as we are currently communicating with the player via private message.

posted on December 16, 2015.

Yes we are still communicating although Leo Vegas keep changing what documents are required. As for closing my account it's now in case of fraud which surprises me as this was not an issue whilst I was playing and depositing it's only now a problem when trying to get my $4000 that I won. The documents I have provided clearly show I am a real person who deposited money from my own bank account.

posted on December 20, 2015.

This case is still unresolved as we are still working with the player to solve this.

posted on December 22, 2015.

Sent 16 December 2015 - 09:02 PM
You keep changing what you need from me, in previous emails Leo Vegas have stated that a letter stating that the account belonged to me was acceptable. The deposits were done using Poli from my account I have shown you every identification showing who I am and the account money was deposited in through. I have spent a lot of money with you over a long period so how can you close my account stating its fraud when you have the account details and proof of where the money has come from.
Sent 18 December 2015 - 02:39 PM
Hi Natalie.

I apologise for the confusion. To be clear we still require a document from your bank that states the card was in your name, as was previously requested. I was just providing an alternative if you were not able to receive this from your bank.

We were able to verify the bank statement you have forwarded, we are just required to verify the other methods that have been used on your account at Leo Vegas as they are not connected to the account previously mentioned.

Please understand that the account was not closed for "Fraud" but closed by the Payments and Fraud team as we await these documents.

Don't hesitate to contact me if you have any further questions.

Have a great weekend.

posted on January 26, 2016.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

posted on January 26, 2016.

This case has recently been solved, player was able to provide all documents required and winnings have been paid out.

posted on January 29, 2016.

Dear @Natty1972,

Did you received your winnings, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.