LeoVegas Casino - Has locked my account due to security reason - Complaint Resolved

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!

Dm382440 Ontario Message

Just a little update

It has been over 7 days now. LeoVegas still has not told me anything.

AskGamblers

Dear LeoVegas Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

LeoVegas Casino

Hello,

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email support-on@leovegas.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Dm382440 Ontario Message

I received an email today from the "relevant department". This is what was stated

We are required by our AGCO (The Alcohol and Gaming Commission of Ontario) license to ask you for additional information about the source of your account funding. This request is one we must undertake with all of our players that go above the threshold, to remain compliant as a casino. To ensure the safety of our esteemed clientele, ongoing due diligence must be carried out to fulfill your account verification.

To continue enjoying our site, kindly provide us with the following document, which can help us verify the transactions on your account.

For past activity on your account:

Your 3 months' most recent Bank Statements from your Interac e-Transfer account (please note the document needs to be in a PDF format, showing all transactions, account holder details, and issuing bank details).

For future activity on your account, kindly provide us with one of the following:

3 Recent Months' worth of Payslips - PDF format with all details visible;

or

3 Recent Months' worth of Bank Statements showing incoming salary or dividend payments or self-employed income - ideally from bank account funding deposits on the LeoVegs site (important to note, that this document should show all transactions, account holder name, and issuing bank).

Should you be unable to provide sufficient documentation as mentioned above, please feel free to ask or send us any other type of documentation that can help us verify your source of funding for your activity at our site. I fully understand that we are intruding into your privacy with this request so that we can comply with the requirements of the AGCO (The Alcohol and Gaming Commission of Ontario). Therefore, it is all the more important for me to emphasize again that all documents sent in will be used only for verification purposes, and only a very few members of our relevant department can review and check these.
We kindly ask you to attach documents by replying to this email from the email address registered to your gaming account.

Please be advised that you will be ineligible to participate in any campaigns while the verification process is ongoing, and your account will be locked after 30 days if we have not yet received sufficient documentation to verify your source of funds.

Should you pass this verification process, your account will be Source of Income verified, meaning no further restrictions will be placed on your account for this purpose, and you will be verified with us as a player.

We would like to take this opportunity to thank you for your cooperation with this request and should you need any help in the process feel free to email us. We're here to help!

So it looks like AskGamblers was able to get the ball rolling for me! I have since sent the required documents and am awaiting their response

Thanks again to everyone at AskGamblers for your help with this

Dm382440 Ontario Message

Update

I had to send in more documents. So far I have sent 3 months worth of bank statements and now 3 months worth of pay slips. This was their latest response

Thank you for your prompt response and for the documents provided.

We can confirm that we have received the documents and will get back to you with an update as soon as possible.

Thank you in advance for your patience and cooperation.

I will update AskGamblers when I receive another email

LeoVegas Casino

Hello DM382440,

Thanks for your updates and for providing the documentation that you have mentioned above.

As I'm sure you can appreciate, these queries can take some time to complete and if you have sent over everything that is required, our team will be in touch with you in due course.

I thank you for your continued patience.

Dm382440 Ontario Message

Thank you for your response.
I have since been verified by the verification team after sending in 3 months worth of documents. I have successfully withdrawn $4,000 and I'm waiting on the other $3,000 to go through.

A big thank you to ask gamblers for helping rectify the situation. I don't think I could have done it without you guys. Thank you again!

Dm382440 Ontario Message

I have received my $7000.
This case can now be considered "resolved"

Thank you AskGamblers!

AskGamblers

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

LeoVegas Casino - Has locked my account due to security reason

Complaint Info

Disputed casino

Reason

Amount

$ 7000

LeoVegas Casino Complaints

LeoVegas Casino - Bank transfer never happened

LeoVegas Casino - Verification problem with the casino

LeoVegas Casino - Will not verify my account

LeoVegas Casino - Account as been locked