Complaint #279 LeoVegas Casino

£2700 owed and account locked with no further info

By 1178berg

7 years ago

Message on forum

I've been on the date for roughly about a month and deposited in the region of £1000 I then made a withdrawal request of £2700. My account then becomes locked so contact customer support who tell me they require verification which is fair enough! So after sending verification and contacting customer support a couple of times to see what tо be delay is on the third time of contacting them via phone and been more persistent in wanting to know what's going on they tell me something about it had a self excluded account "some time ago" which I'm not aware of and can't give me any other information as it's with another department who. I've had no corespondents of what so ever and all contact as been initiated by me! Having read up on other complaints about the casino it appears that this can drag out for weeks which I'm not prepared to do. So I've had to take this measure to try and get the problem resolved

Disputed Casino LeoVegas Casino

Reason Delayed payment

Amount £2700

Discussion

AskGamblers

• Support Team

7 years ago

Unfortunately, due to private policy of LeoVegas Casino, they cannot provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body.

As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

LeoVegas Casino

• Representative

7 years ago

Hi Ask Gamblers,

With regards to the private note which you have sent, requesting us to provide you with the customers details, screenshots of our back office systems and evidence to support the decision we have made in regards to this case- we have emailed your compliance team previously in regards to such requests and as advised by our Legal Team here at LeoVegas due to DPA and GDPR reasons we are not able to do this.

Even if the customer is willing to submit a signed waiver- we are still not able to comply with your requests- keeping our customers details safe is a legal obligation to us.

We have advised the customer that should they still not be happy with the information we have supplied to now take the matter further with a suitable ADR.

We are not able to respond further on this matter at this stage and would like to thank you for your communications during this case.

Kind regards

Nicola.

1178berg

7 years ago

Ive asked 3 simple questions which your not willing to answer!!!!! Which speaks volumes!Your not able to justify your decisionsearch. Your a corrupt business who will exploit customers for your own financial gain! That is the answer which you aren't willing to give because of obvious reasons.

LeoVegas Casino

• Representative

7 years ago

Hello Richard,

As explained previously I would like to confirm that the decision made by LeoVegas is final.

You are well within your rights to speak with relevant gambling authorities who will look to inform you further with regards to this matter.

I would ask you to kindly refer back to the personal communication for further information.

I'm very sorry that I have been unable to provide the resolution that you had hoped for.

I wish you all the best.

LeoVegas Casino Complaint Stats

Resolved 148 / 162

Avg. Amount $5,908

Avg. Complaint Duration 10 days

Avg. Response Time 2 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