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LeoVegas Casino - Account locked with 2,200 NZD due to "Random security check"

RESOLVED
RoaDnz California
posted on October 19, 2018.

On September 16th 2018 I had a large win of 2,200 NZD with LeoVegas casino. Upon my withdrawal attempt, I was informed that my current ID had expired and that I had to update it. Fair enough, I asked the support to "lock my account" so as to remove any temptation to spend my winnings while I ordered a new ID. Upon receiving my ID on the 11th of October, I updated it with LeoVegas and was informed that the account was under a cool-off period for one week. I was never informed of this prior to locking my account, and I never requested a self-exclusion, just a lock on my funds. I have relevant chat logs saved of these conversations. During this week cool-off period, I came to a solution with the support of a wire transfer of the funds. I provided them with a screenshot of a bank statement, along with my SWIFT code and banks address as per their request. This process took another 5 days or so, during which I was told explicitly by the support that my withdrawal had been processed and that I was waiting on my bank for the funds to clear. I also have chat logs and emails corroborating this. As of yesterday, 10/18/2018, after following up with support for a confirmation of my withdrawal, I was told that the wire transfer had been declined due to my bank statement not showing my SWIFT code. Now the SWIFT code is not unique to my account and doesn't show up on any statements, so this would be impossible. I decided to wait for the cool-off period to end and withdraw the normal way. Now after the cool-off period has ended, upon trying to access my account. I have been told that my account is still locked due to "random security checks" and this cannot be given a timeframe. I feel as though my withdrawal has been indefinitely stalled with no recourse for me. I have given LeoVegas no reason to lock my account and complied with their requests to the letter. Why could this check not be performed while my account was locked for nearly a month while I procured my ID? I have saved chat logs of all the relevant interactions, I can't see where to provide these but will happily provide them upon request. I just want to get this resolved as quickly as possible and get an answer that isn't just "we have forwarded this to the relevant team". Thank you.

RoaDnz California
posted on October 19, 2018.

UPDATE: I now have access to my account and have attempted a withdrawal. I will update again if the funds reach my account. Thanks

RoaDnz California
posted on October 20, 2018.

RESOLVED. Sorry for the waste of time

AskGamblers
posted on October 20, 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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