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LeoVegas Casino - Refuses to payout me deposit and verify my account

RESOLVED
Posted on August 19, 2019

I have been a user of Leovegas for a few years, reached high VIP status in their loyalty program, did a lot of deposits and withdrawals over few years. Recently, I was not using their services for a long time and when came back, I went thru verification process again, submited Documents ( bank statement and new ID) and my account was fully verified.
I made a deposit of 4550 eur and after an uneventful session at casino( won 15e, no bonus taken, played Punto banco in casino) and requested a withdrawal. In the past, withdrawals were very fast, so I want to chat to make it faster, but been infromed they require proof of address. I offered to send my bank statement or past correspondance with bank, but customer rep refused to accept it. They keep insiting that bank statement is not acceptable and asked me for utility bills, which I don't have. I offered to provide my banking history and correspondance but, they keep refusing to accept it.Customer rep - Nita, lied to me, when I asked her to email me a copy of the chat and refused to contact me with a supervisor. They refuse to accept bank statements, refuse to payout my funds( 4565e), refuse to allow me to close account and refuse to accept legit banking documents, I offered banking statements from the past, print screens with my bank details and other proofs of adress connected to my bank account, but they ask for things I don't have.

Posted on August 20, 2019

Hello BTCBER,

Thank you for contacting us.

I'm sorry to hear that you have been experiencing some difficulties with verifying your account. Unfortunately, due to GDPR I do not have access to your account from here in order to check into this for you. I kindly ask that you send and email to [email protected] and we will be able to check into this and advise accordingly.

Please do let us know should you require any further assistance.

Have a great day!

Posted on August 20, 2019

I already send email to that address. Made same points I did here. You are still refusing to accept my bank statements.

Posted on August 20, 2019

Hello BTCBER,

Thank you for getting back to us.

In the case that you have emailed us directly, we will respond to you accordingly. As previously advised, we do not have access to any of the information in order to check or advise from here I'm afraid.

Thank you!

Posted on August 20, 2019

I sent you an email, you refuse to accept my bank statements and re-verify account. Please address that

Posted on August 20, 2019

I also got a certified bank statement today. Why would you still refuse to accept this?

Posted on August 20, 2019

Hello BTCBER,

Thanks for coming back to us.

Unfortunately, I cannot comment on that as I am unable to see the document from here. Please note that any such decision would be taken by the relevant department in line with our licence requirements.

I would kindly advise to submit the document for processing so that the team can advise accordingly.

Thank you.

Posted on August 20, 2019

Leovegas finnaly admited they make a mistake, and accepted my certified bank statement. Funds returned.
Case close

AskGamblers
Posted on August 20, 2019

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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