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LeoVegas Casino - Account locked for security reasons, still no updates two weeks later

RESOLVED
Aurel90 United Kingdom
posted on November 5, 2018.

Hello askgamblers! On the 27/October after I have played few games on Leo Vegas I've won a total of 1500£. I was in contact with their support on live chat and asked if I can whitdraw that money with trustly instead of card just to get my winnings a bit faster... they couldn't give me an answer straight away but should've answer via email as soon as possible. After like 10-15 min I have tried to log in again on my account and then comes the surprise... account locked for security reasons. Contacted them again via live chat and they've said that my account goes through some security checks and I am gonna receive an email when everything is done. Now after 2 weeks my account is still locked and without any answers from leovegas despite my attempts to find out what's going on or how long my account is gonna be locked! Just to add that I have verified my account and they have approved every single document I have send to them!

posted on November 6, 2018.

Hello AUREL90,

Thank you for taking the time to get in contact.

Firstly, congratulations on the winnings!

I'm sorry to hear that you have been having some issues with this, however, I will look to get this resolved for you as soon as possible.

Unfortunately, due to this being a public forum I have been unable to locate any specific account, I would ask you to kindly send an email to [email protected] using your registered account with the subject “FAO Fiona” and I will be more than happy to look into your inquiry fully due to the fact that you have mentioned that this has been ongoing for quite some time.

Thank you in advance.

Aurel90 United Kingdom
posted on November 6, 2018.

Hi there!thanks for your answer.. I have send an email now

posted on November 8, 2018.

Hello AUREL90,

Thank you for this confirmation.

We will be in contact as soon as we receive the contact from yourself.

Thank you for your continued patience.

Aurel90 United Kingdom
posted on November 8, 2018.

Leovegas has received my information...Fiona is waiting for an answer from the relevant department.

posted on November 11, 2018.

Good morning AUREL90,

Thank you for the update.

As soon as we have any further information we will respond directly.

Thank you for your continued patience.

Aurel90 United Kingdom
posted on November 11, 2018.

It's kind of weird that nobody know nothing. Still waiting

posted on November 14, 2018.

Good Morning AUREL90,

Thank you for your patience whilst we have been looking into your complaint.

As discussed, we will contact you directly as this is a public forum.

Thank you for your time.

Aurel90 United Kingdom
posted on November 14, 2018.

Thanks for your reply! My account is unlocked now and my withdrawal is fully processed! Thanks Fiona and askgamblers!

AskGamblers
posted on November 14, 2018.

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.

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