Ag Awards

LeoVegas Casino - Account closed, still not getting a response 11 days later

Complaint Info
Disputed casino LeoVegas Casino
Reason Account closure
Posted on July 1, 2019

Hello everyone,

didn't have any problems before this with LeoVegas and always got fast responses from support e-mails (1 to max 2 days). My account was created 3 month ago, verified and I got a cash outs as well in the past.

My account has been locked since 18.06.2019 (11 days ago). I got an email stating that they needed to close my account due to secuity reasons because I once mentioned to live chat that I gambled while I was not 100% sober after a party. They said they forwarded my issue to the department of responsible gaming and they will contact me.

Since then I didn't get any update whatsoever. I answered their e-mail and continued to write with live support every 2-3 days and ask for an update and they can never tell me anything other than that there is no update. I wrote an e-mail 1 week ago again and didn't get a response. I called support at the start of the week and they couldn't tell me anything as well, not even a timeline.

Not sure what to do next other than waiting. I really don't understand why it takes so long to look at my account and just want to get an actual answer and resolve my issue. It's kind of frustrating to not get any update or information on my account.

Thank you for helping me.

Posted on July 2, 2019

Hello TASI90,

Thank you for contacting us.

I am sorry to hear that you are experiencing some difficulties with accessing your account.

Unfortunately, due to GDPR I do not have access to your account or personal information to check into this for you. Please rest assured that if your case has been passed to an internal department to investigate, would be looking into this and will be back to you with an update in due course.

I kindly ask that you contact us directly by sending an email to [email protected] with subject FAO: Nicola, I will then be able to check into your case and advise you accordingly.

Thank you and have a great day!

Posted on July 2, 2019

Hello Nicola
thank you for looking into my issue. I have sent you an email.

I had contact with live-support last sunday. I was told my problem has been forwarded and I will get an update in the next days. I'm optimistic to get an answer soon.

As of today my account is still locked.

Posted on July 2, 2019

Hello TASI90,

Thank you for coming back to me.

In the case you have sent us a direct email, please rest assured we will look into this and communicate any updates via email.


Posted on July 3, 2019

Leovegas support called me today and interviewed me regarding responsible gaming. They said they will forward my information to the corresponding department and I should expect to get an update in the next coming days. My account will probably be unlocked then.

I will post an update once I hear back from Leovegas.

Posted on July 5, 2019

Hi TASI90,

Thanks for keeping us updated.

Please note that in this case, you shall receive an email update in due course.

Have a great day!

Posted on July 6, 2019

No update yet..

Posted on July 8, 2019

Hello TASI90,

Thanks for getting back into contact with us.

Please note that not all departments are available over the weekend. Please rest assured that if you have been advised this with the relevant department, they shall be back to you as soon as possible.

Thank you for your continued patience and cooperation.

Have a great day!

Posted on July 8, 2019

I think this topic can be closed.
I asked Leovegas to close my account today. I'm tired of all this waiting and not getting a proper response or no response at all.

Very sorry about this because I was very happy with Leovegas before my account was closed. But ever since then all I got was terrible communication on their end. :(

Thanks for giving me the platform here, askgamblers.

Posted on July 8, 2019

Oh wow, as soon as I contacted them and asked to close my account my issue could be resolved and my account could be unblocked.
Kinda strange, but oh well. It's all good now I guess.

Posted on July 8, 2019

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.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy