Complaint #297 LeoVegas Casino

Game not stated as being ineligible for use of Bonus Funds

By bekkatuck

8 years ago

Hi,

I recently deposited to LeoVegas casino to take advantage of a 100% deposit match. I played through my deposit on the slot 'Beautiful Bones' (not marked as an ilegible slot) and when I lost my £300 cash, I refreshed the game (as the game told me) to play with BOnus funds. I was then told at this point that the game is not eligible to be played with Bonus Funds. This now leaves me £300 out of pocket. Had I known this prior to signing up I would not have created an account and deposited £300.

I would now like one of the following outcomes:

* All bets void and £300 refunded to my account.
* Bonus funds transferred to cash to allow me to play the game that i intended and had every right as per the terms
* The game to be made eligible for bonus play.

Disputed Casino LeoVegas Casino

Reason Bonus terms violation

Amount £300

Discussion

AskGamblers

• Support Team

8 years ago

Dear @bekkatuck,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

LeoVegas Casino

• Representative

8 years ago

Hello BEKKATUCK,

Thank you for taking the time to leave this review.

Firstly, thank you for joining LeoVegas, I'm sorry to hear that you have not been lucky with the real funds which you had deposited on site.

The site would not state every game in a term and condition which is not eligible to be played with bonus funds, as I'm sure you can appreciate, LeoVegas does not create the games, we are simply hosts for game providers, you can even see the same games on multiple websites. These games are frequently reviewed and changed to ensure that we are providing our players with the most up to date games possible.

In the bonus terms it states which games contribute towards wagering percentage, however, does not state games which are eligible to be used with bonus funds.

In response to your requests stated above:

* I'm afraid that should a customer deposit and play through their real funds on an account, LeoVegas would not look to make a refund. Once a bet is placed the funds are consumed instantly, Please see the below term and condition with regards to this -

2.5.2 Notice that LeoVegas products are consumed instantly when playing. Thus, LeoVegas can not provide returns of goods, refunds or cancellation of Your service when playing. If You play a Game with real money, the money will be drawn from Your Member Account instantly.

* Bonus funds cannot be converted into real funds unless they are rightfully won by playing through the correct wagering requirements for the promotion in question. LeoVegas are a highly regulated business and the terms and conditions are in line with the licence.

* This particular game is not currently available to be used with bonus funds, unfortunately, this is a business decision which was made by the LeoVegas casino department. I am going to raise this request on your behalf to see if there would be any way that we could get this changed for future, however, I would not be able to guarantee that this outcome would be favourable for you.

I hope this has given you a better understanding of the casino.

I wish you a pleasant day and luck in your future gaming.

LeoVegas Casino Complaint Stats

Resolved 148 / 162

Avg. Amount $5,908

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

LeoVegas Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 105 out of 113 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

LeoVegas Casino Complaints

See all complaints for this casino

Leovegas wont pay 100000e that i won

Hi,

I deposited over €2,000 and played regularly at [Casino Name, e.g. LeoVegas] without any problems. While I was losing, there were no KYC checks or delays. But right after I won close to €100,000, my account was suddenly locked and they started asking for verification documents.

It’s now been over 3 weeks, and I’m still waiting. I’ve sent everything they asked for, and they keep dragging the process out. No real reason has been given, and the support just keeps repeating the same lines.

It’s very suspicious that KYC was never mentioned before, but as soon as I win big, everything is frozen. This doesn’t feel fair or professional – it looks like they’re trying to avoid paying.

I’m requesting AskGamblers to help resolve this and push the casino to either finish the KYC process or explain clearly why my account was closed. I just want the money I rightfully won.

Thanks in advance

Unresolved

€100,000

LeoVegas casino wire missing 180000 CAD

After playing LeoVegas I won some money.

They locked my account for a temporary 3 months, I can come back on 26 April, and I got an email from the responsible gaming department, that I have to withdraw my funds,

Due to the larger amount, they suggested a wire transfer. The wire transfer was approved and sent on 23 January 2025, the amount:$180000 CAD and I got the confirmation email that day.

We are now February 15 and still haven’t received my money, They are blaming the processor for missing money or delay. They won’t give me the name of the processor or a time frame when this issue will be resolved.

I have withdrawn from them in the past and never had this issue.

Resolved

$180,000

Has locked my account due to security reason

Hey guys,

So a little side information before we get into it all I'm located in Ontario Canada and therefore a regulated market by igaming and it is 100% legal here. I've been wagering for over 2 decades on sports and casino games so I'm very familiar with multiple books and how terms and conditions go and what is industry standard when it comes to customer service

So let's dive into it

I signed up for LeoVegas back in OCT 2023. I strictly play online slots with this provider. Nothing else. I used their new user promo which I believe was - depo $250 get 100% match x5 roll over or something.

Rolled it over and won a bit of money. Continued to play and use all the promotions they were offering me and over the months I grew the account to almost $11000. I would continue to deposit and withdrawal(to unlock promotions) and roll them over. At some point in March 2024 I pulled out $3400 and brought the account down to $7500. I continued to play as normal until about 3-4 weeks ago when I noticed withdrawals were taking way longer than usual. Typically it would be within a few hours then it was a few days and then it got to a point where I had to use the live chat and ask for my withdrawal to be processed. Deposits were still instant.

So last week I go on live chat and request my withdrawal to be processed and the agent says that in order to do this I need to verify my documents. I then say I have already done this when I first signed up and that I wouldn't have been able to ask chat the last few times to process my withdrawals(as well as the 100+ other withdrawals I made since first signing up). They say "no you need to verify your documents". So I go look and sure enough my documents are gone. I re-upload everything and get the confirmation I am fully verified(have screen shot). The agent processes my withdrawal no problem. Monday May 13th rolls around and I go to sign into my account only to find I've been locked out. So I hop on the live chat and ask if I need to reset my password or if there were too many failed attempts which is typically how account's get locked. The agent states this is not the issue. So I ask what is the problem? They reply that they can't provide this information and that I will receive an email from their "relevant department". I ask when I should I expect this email? The agent states it's a que based system and it will get handled in order.

It's been 5 days and they won't tell me anything while holding my $7000 hostage (this money is not attached to any sort of roll over requirements which is confirmed by live support)

Things they can't tell me about my account

Why it was locked? What department is handling my account? How long will this process take?

Things they can tell me about my account

My funds are still there

AskGamblers please help!

Resolved

$7,000

Bank transfer never happened

Completely verified. Submitted cash out via bank transfer which their timeframes was 10 minutes to 5 days.

It’s been 5 days and nothing has been transferred. This seems to be a common theme for them.

Repeated emails go unanswered. It does not take long in this age to do a simple bank transfer! I should have researched. Shame on me.

Resolved

$4,000

Verification problem with the casino

I played on LeoVegas and won some money I wanted to withdraw. Once I withdrawed €1500 I recieved an email that I should verify my account and I proceeded to do so. Unfortunately when I came to my Identity verification it asked me to upload a photo of my passport or drivers licence - I do not own any of that, I have only my Identity card. I contacted support to check if they are approving that and was told that they do so and they sent me new links to upload it. When I pressed on link it didn't give me that option still. I contacted support again and they told me to send an email and I did - to this day I still haven't recieved any feedback. So I decided to contact support again when they told me they do not accept ID card only passport and/or drivers licence once I told them their colleague told me differently they said that they actually do accept it and that I should upload it in drivers license part and that they will accept that. When I uploaded my ID card in drivers license section they just rejected it and said it's wrong document. I really only want to verify my account and withdraw money and they are making it impossible. I am very frustrated and stressed with this situation and don't know who else to contact regarding this issue. I had similar problem with my proof of address - I uploaded 2 different documents dated less than 3 months from today and they just kept rejecting it. They just keep changing stories and it became very frustrating and stressful for me to deal with.

Resolved

€1,500

Will not verify my account

I have been able to deposit smoothly my whole time using this casino, no issues or setbacks with that side of the site at all, they like that part, soon as I withdraw as I hit some profit from my initial deposit I was hit with a verification phase that has been going on for quite some time, even though on email my account has been verified.

They then locked my account and support has told me to be patient.

Patience has ran out now and I am absolutely fuming with the lack of communication from the casino regarding my account the time it will take.

I have attached documents for you to see that all requested documents have been accepted and verified.

Rejected

Account as been locked

My current balance is £5440.20 if I can remember correctly. 2 days later I went to log in to be told my account was locked due to security reasons. I contacted them again and was told that someone would email me and that again they didn’t have a time frame.

I have seen other players have this issue and I refuse to wait weeks or months to gain access again to my account. I’m sorry but issues like this should take no longer than 24 hours to resolve. It has now been coming upto a month and I am still getting the same automated response!! All I’m being told is that my account is under review and it is locked due to security reasons. I have been told that the relevant department will email me but this hasn’t happened. I have been waiting ages keep getting told the same everyday!!

I sent 3 months worth of bank statements and 3 months payslips I can’t get as I don’t work on have emailed loads stating that Still waiting for a response and for my account restrictions to be lifted

All I keep getting told is to wait 3 to 5 days every 3 days And still with no reply or email it’s starting to be a JOKE

With all the bad reviews I’ve read I just want my money back in my account then I’m out!!!!

Resolved

£5,440

Stalling withdrawal at LeoVegas

Hello!

I have been trying to withdraw my winnings (240,10€) from LeoVegas casino, and have to say that it has been a nightmare!!! I have spent hours with live chat ... no use. They just return funds to my gaming account and say the provider(trustly) has issues (strange bcs deposits go through).

November 25th I got an e-mail stating that my withdrawal has been approved and in my bank account in 2-5 business days...guess what...no luck. So I contact live chat again and not 2-5 business days anymore, but 10-15 which I don't buy anymore. They are doing things this way then!

Resolved

€240

Deliberately imposing impossible verification procedures and refusing perfectly valid document

Dear Ask Gamblers,

I am being driven round in circles by Leo Vegas, who are intentionally stalling verification in order to hold onto my funds.

My ID has been approved.

I was originally asked to upload my Proof of Address document on September 22nd. I uploaded this as requested, and was told that it was verified.

Sept 23 - Was told Proof of Address was actually not verified, and I needed to upload a Proof of Address. No explanation was given.

Sept 23 - Was told Proof of address accepted, then later told it wasn't. No explanation given

Sept 24-28 - The same cycle repeats, with Leo Vegas emailing me to say Proof of Address accepted, then reverts to not accepted.

When I confronted them about this on live chat the first time, they said I need to upload an alternate document. I asked what the reason for this is, since Bank Statement is clearly one of the documents they accept, and was told to simply upload a Utility Bill or Tax document.

I'm a student. I live in a student address and don't have either of these. I've explained this 3 times on live chat, to Nick, who is most unhelpful.

I'm continually being asked to upload another document, when I've explained I don't have one. I deposited money, knowing that a bank statement would be accepted, and for no reason, they're refusing to accept it.

From viewing other complaints on Leo Vegas, it's clear this is an ongoing practice that Leo Vegas impose in order to hold onto funds.

The amount of my withdrawal is $6,399.50. Leo Vegas obviously feel this is worth trying to hold onto, by pulling these fake excuses.

I've attached proof of Leo Vegas telling me my account is verified. I've also attached my Proof of Address here. Its a Canada TD bank statement. One of the biggest banks in the country. I'm not sure what their problem is.

Mack

Resolved

$6,400

Account has been Locked

I tried to place a bet on an online casino game and was told my bet exceeded the limit. I contact Leo Vegas the casino I’m playing with for them to say my account is under review and I would not be able to play or withdraw my money. They said someone would be in touch via email and that they didn’t have a time frame. My current balance is £1846.00 if I can remember correctly. 2 days later I went to log in to be told my account was locked due to security reasons. I contacted them again and was told that someone would email me and that again they didn’t have a time frame. I have seen other players have this issue and I refuse to wait weeks or months to gain access again to my account. I’m sorry but issues like this should take no longer than 24 hours to resolve. It has now been a few weeks and I am still getting the same automated response!! Please help. My account has already been fully verified in the past.

Resolved

£1,846