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LeoVegas Casino - Holding funds for too long

RESOLVED
Mikeyowen1 United Kingdom
posted on November 24, 2017.

I opened an account with Leovagas, deposited several times (£800), contacted support twice to remove a bonus I did not ask for played multiple hand of live blackjack and was then subsequently told my account would be frozen as I have previously self excluded from LeoVegas back in 2015.

I was unaware of this but do accept that this is now the case. However, my issue is my balance is currently £1080. As such I have contacted live support at LeoVegas to establish what is happening with my balance. I am given no help whatsoever. I’m just told that “the relevant department will be in touch”. It has now been 4 days and I think it is totally unacceptable for LeoVegas to hold my funds.

posted on November 24, 2017.

Hi Michael Owen,

Thank you for taking the time to post about your experiences with LeoVegas.

I can see that this matter has been raised to the correct department within LeoVegas and is being dealt with. I have chased for an update this afternoon but there is nothing which the team can inform me of at present.

I can totally understand that this must seem frustrating for you at the moment and that the response you receive from the Support Team is the same each time you make contact with us- but if there is nothing further we can inform you of then 'the relevant department will be in touch' is the only response the agents can provide you with at these times.

I would kindly urge you for your patience in the matter and let the department who are dealing with this, conclude their work and we can then update you accordingly.

I am more than willing to discuss this further with you and would ask that you send an email to [email protected] marking this FOR THE ATTENTION OF NICOLA W and I can then reply to you privately with more information.

Thank you in advance.

Mikeyowen1 United Kingdom
posted on November 26, 2017.

LeoVegas have contacted me (eventually) and told me they are fundinging the £800 I deposited but have forfeited my £1080 balance. I’m told this is a good will gesture. I’m not particularly happy as I’m sure if my balance was £0 they would not refund my deposits and just close the account, on that basis, I feel I should be credited £1080.

Thanks to the Askgamblers site.

The complaint is now closed (providing I do in fact receive my the £800).

AskGamblers
posted on November 26, 2017.

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.

LeoVegas Casino complaints

  • 75 of 83 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 3,957 USD avg amount

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