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LeoVegas Casino - Account locked for security reasons

Complaint Info
Disputed casino LeoVegas Casino
Reason Account closure
Amount € 75
Posted on November 25, 2019

A day after I made a withdrawal my account became locked for “security reasons”. This happend Thursday november 14th. My account is fully verified and all the required documents were already sent. Obviously I contacted the Customer Support through live chat, they be telling that this happens to all the leovegas players and that I should just wait on an e-mail from LeoVegas. I’m waiting now for 9 days on that e-mail and I still got nothing and the live chat keeps saying the same thing. It would take “a few days” but we’re on the way to “a few weeks”. I have absolutely no idea why my account is locked and I still wait on the withdrawal money. Funny how I deposited hundreds of euro’s without any problems, and now after one small withdrawal my account is locked immediately.

I would like to know when my account will be unlocked and if it’s true that this happens to all the LeoVegas players.

Posted on November 25, 2019

Dear @Mmoo,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on November 25, 2019

Hello @askgamblers,

So it turns out it was locked because an account I had when I was underage, I selfexcluded that account so it wouldn’t cause any trouble when I’m not underage, but unfortunately it did cause this trouble after all. Weird how I get punished for a mistake I made when I was underage, but I agreed with LeoVegas by getting a refund of the deposits I made. By that I see this case as solved.

Posted on November 25, 2019

Oh I forgot to mention. The amount of disputed withdrawal was €75. The amount of deposits that I’ll get back are (way) more than that. So I think it’s a fair deal with LeoVegas.

Posted on November 27, 2019

Hello MMOO,

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with your account and withdrawal. Unfortunately, due to GDPR I am unable to look into this for you here.

I kindly ask that you email [email protected] detailing the above and putting: FAO Nicola as the subject line - I will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Posted on November 30, 2019

Dear @Mmoo,

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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