Ag Awards

LeoVegas Casino - Account locked for more than a week without a reason

Complaint Info
Disputed casino LeoVegas Casino
Reason Verification issues
Amount kr 90000
antsklaar Norway
Posted on May 17, 2019


Last Thursday I have made a deposit of 1200 NOK to LeoVegas casino, I got bonus 150% which I successfully wagered playing Jimi Hendrix slot. After that I played more and as a result I had 90k NOK on balance.
My account was locked.
I have sent ID, Selfie, passed phone verification by their manager and sent additional documents the requested.
After that they are not replying and during live chat correspondence they just say that account was locked due to Random Security Check and they don't know when it will be restored.
I dont have any other LeoVegas Casino accounts and I completely unaware about the situation.
Please assist me to resolve it.

Thank you

Posted on May 20, 2019

Hi Antsklaar,

Thank you for taking the time to leave this review.

Firstly, I am sorry that you have been unhappy with the verification process.

Here at LeoVegas, we do require documentation to be provided by each and every player at some point throughout their casino relationship, this procedure is not only there to ensure our customer's safety and security but is also demanded by our gaming license provider MGA & UKGC. If we are not strict with our security policies and procedures then problems can arise and we would be held accountable

I am disappointed to hear that you are dissatisfied with the service our agents offer. Our customer service staff are trained to the highest abilities and each one completes comprehensive training in both our casino and sportsbook as well as customer service skills. I'm afraid, however, they can only offer the information which is available to them, if your account is locked for security reasons then they would also have limited information until the relevant department has completed the additional security checks.

Unfortunately, as this is a public forum, I have been unable to locate any account specific information and therefore I would ask you to kindly send an email to [email protected] from your registered email address and we will be more than happy to look into this on your behalf.

Your patience is greatly appreciated.

Have a lovely day!

Posted on May 20, 2019

Dear LeoVegas Casino,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Posted on May 20, 2019

Hey Ask Gamblers,

As previously discussed, due to data protection and GDPR regulations we are unable to accept any information provided through a third party site.

The player would be required to contact us directly through the email provided.


LeoVegas Complaints Team

antsklaar Norway
Posted on May 20, 2019

Hello, I have sent you email here: suppor­[email protected]­eov­ega­ With all the details on May, 17th.
I have received confirmation email that you received it, but nobody has replied on it.
I believe you are able to locate that email and reply.
Regarding that I will keep that post alive and write when you reply on it or not.
Also I want to have an adequate reply, why my account is locked for almost 2 weeks with money on it and why are you not responding.

Thank you.

Posted on May 22, 2019


Thanks for getting back to us.

Please note that if you have sent an email as directed you shall receive a response as soon as possible.

Thank you for your patience and cooperation thus far.

Have a great day!

Posted on May 25, 2019

Dear @antsklaar,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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