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LeoVegas Casino - Locked and blocked after winning

Complaint Info
Disputed casino LeoVegas Casino
Reason Verification issues
Amount £ 400
Caroldixon United Kingdom
Posted on January 31, 2019

I made an account couple weeks ago, i made 3 deposits £10 each, i managed to win £400 and requested a withdrawal, couple days later my account had been blocked, i cant log in, I've sent messages on live chat and was ignored by one of their live chat stuff team who bascially just told me to email which I have also done and still haven't received a response asking why to which I've been ignored i was told to send in proof of address which I cannot do right now as my account is completely locked down, I've been to the bank to get a print out of my recent bank statement to prove I made the deposits but I have no idea how to upload to it them, I'm being ignored and I find it disappointing and disgusting how a casino can do this, I've used other casinos and my winning have always been paid in straight away but it seems leovegas don't want to pay up.

Posted on February 1, 2019


Thank you for taking the time to send over your concerns.

Firstly, I would like to assure you that LeoVegas is a highly regulated and legitimately run business who would not simply withhold any winnings without reasonable grounds to do so.

Unfortunately, as this is a public forum, I have been unable to locate any account specific information and therefore I would ask you to kindly send an email to [email protected] from your registered email address with the subject "FAO Sabina/Nicola" and we will be more than happy to look into this on your behalf.

I am disappointed to hear that you are dissatisfied with the service our agents offer. Our customer service staff are trained to the highest abilities and each one completes comprehensive training in both our casino and sportsbook as well as customer service skills. I'm afraid, however, they can only offer the information which is available to them, if your account is locked for security reasons then they would also have limited information until the relevant department has completed the additional security checks.

As mentioned in our Terms and Conditions which were agreed to upon registration, all accounts are reviewed on a regular basis in line with our licence agreements where we are highly regulated.

Thank you in advance for your time.

Posted on February 5, 2019

Dear LeoVegas Casino,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Posted on February 6, 2019


Unfortunately, due to GDPR we are unable to discuss and account specific or personal details on any forum.

CAROLDIXON, should you still need a case to be looked into, I kindly ask that you email us directly on [email protected] with the subject FAO Sabina/Nicola - we will then be able to assist you accordingly.

Thank you and have a great evening!

Caroldixon United Kingdom
Posted on February 7, 2019

Still being ignored by leovegas, ive sent emails had no response, i tried to upload my bank statement no reply, and also called their helpline to which i cant even do as I get an automated response saying my account is blocked, all I want is the money I won

Posted on February 7, 2019


Thanks for getting back to us.

Please rest assured that you are not being ignored and if you have sent an email you shall be responded to as soon as possible. I do apologise for any delays you may be experiencing, this is unfortunately due to a high volume of contacts at present.

Thank you for your patience and cooperation.

Have a great evening!

Posted on February 11, 2019

Dear @Caroldixon,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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