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LeoVegas Casino - Almost 2 weeks and still no money received

RESOLVED
Complaint Info
Disputed casino LeoVegas Casino
Reason Delayed payment
Amount $ 2235
Posted on July 20, 2018

Straight to the point...

July 5th, requested withdrawal (first one) for $2235 CAD
July 6th, received request for verification - uploaded driver's licence and utility bill. Was approved right away.
July 13th - still no funds in my bank account- Live chat asked me to send email to support with a copy of bank statement to show the funds weren't there
July 16th - contacted supported and asked for update - no reply
July 17th - contacted live chat to ask for update. told the person that deals with it is off, but will be in on the 18th and will look into it right away and update me
July 18th - no update. Contacted live support. Now they are asking for more verification (random security check) and no time frame to have it completed once I upload more documents

Also, asked about VIP levels and benefits during chat on the 16th. Hey, they got back to me on the 17th offering me a 50% deposit bonus based on my level. Great that they get back to right away when they want you to put more money in.

Once and IF, the funds show up in my account I will not be using LeoVegas anymore. Live Support just uses a bunch of sorry's and pre-scripted responses.

Posted on July 21, 2018

Hello 7DUECER,

Thank you for taking the time to leave this review.

Firstly, I'm very sorry to hear that you are unhappy with our level of customer support. Here at LeoVegas, our standard of customer support is a priority and these matters are taken very seriously.

As soon as a customer requests their withdrawal this is then automatically checked within a few hours and our agents will process the funds or request documentation on a case by case basis. Verifying our customers is something which LeoVegas is required to do in accordance with our licensing and not something we do to make our customers feel aggrieved.

On this occasion, due to this being a public forum, I have been unable to locate an account to investigate the specific information that you have provided. I would ask you to kindly send an email to [email protected] with the above information and we would be more than happy to take a further look for you.

Our Loyalty department does try to hand out as much and as often as possible to our loyal players. However, as much as we would like to, I'm afraid this is not always possible. Should you wish to you can always check the promotions page on our website to see if anything here would catch your eye.

Once again my sincere apologies for any delay to withdraw, once we have received the documentation that you have mentioned the relevant team will be able to proceed for you.

I wish you a lovely weekend in the meantime.

Posted on July 21, 2018

And the wait continues

July 19th - uploaded passport as part of their random security check as live chat put it. Not because they sent me a request, but because I inquired about the status and live chat support found that the payment team was waiting for my passport and wouldn't proceed without it. If I hadn't been proactive and inquired again I wonder if I would have been notified of the request. Was told I would receive an update shortly since I have uploaded what they were looking for.

July 20th - no updates, so I inquired again through live chat. They checked with the payments team again and it is "under investigation with my payment provider" and I will be informed once there is an update.

I understand issues may arise, but the lack of communication and details as to what the issues are is disheartening. My concern is that I'll wait for an update for another week or two and then find out they were waiting for something from me.

In regards to their reply on here saying they can't find my account and want me to email support. I have emailed support asking for updates and no reply, so that's why I came here and have to use live chat to at least get some type of answer.

Posted on July 23, 2018

Hello 7DUECER,

Thank you for your swift response.

I can understand your frustration with time the time taken to resolve this for you, however, from what you have mentioned in the review with regards to the details being under investigation with the payments provider. This could be the reason for the delayed correspondence due to LeoVegas awaiting further information from their side. My sincere apologies for any lack of communication.

I can appreciate that this is not ideal, unfortunately, due to this being a public forum It's not possible to locate any account specific information.

The way to move forward would be to respond to any communication from our customer support department and once they have any updates then they will be sure to get in contact. My apologies for any inconvenience caused by this.

Have a great week ahead.

Posted on July 25, 2018

July 25th and funds finally arrived.

Frustration was generated by never getting answers to inquires except for - wait, another department is looking into it. As a first time withdrawal request out of Canada, you start wondering if it's just a scam.

Will give them another try now that the funds are there and see how quickly the next withdrawal appears.

AskGamblers
Posted on July 25, 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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