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LeoVegas Casino - Security check going on for 2 months

Complaint Info
Disputed casino LeoVegas Casino
Reason Verification issues
Amount € 300
Marius Netherlands Message
Posted on November 27, 2018

On the 13th of October I tried to withdraw about 300 euro's from my account. The next day I wanted to check the status of the withdraw but was surprised to see my account was locked.

I had to contact the live chat about 2/3 times in order to figure out what happend to my account and where to upload verification documents. The very next day i uploaded all the required documents. On the 21th of October i finally got an replay that my documents are approved expect 1 document. So the next day i resubmitted the document. Few days (on the 27th) later i got the all clear about the documents and that they added free spins to my account. So happily as i was i tried to login once more but it was still locked.

So i had to contact the live chat once again in order to figure out myself why its still blocked. So once again it needed a few attempts to figure out why its still blocked. It was my CC this time. Fine so i uploaded it on the 30th of October.

Till this day i haven't received any email confirmation about my CC or what the status is on my account. Contacting the live-chat doesn't seem to work since all they are saying is that they are busy and i will have to wait. Having to wait more then 2 months on an account is normal?

Are they just blocking accounts so long that people just give up on their withdraws???

Posted on November 28, 2018


Thank you for taking the time to leave a review.

I'm sorry to hear that you have been waiting longer that expected for a response, however, I hope to get this resolved for you as soon as possible.

As this is a public forum, I am unable to access any account specific information. I kindly ask that you contact us directly on [email protected] addressing the email as 'FAO Nicola', I will then be able to take a look into your query and assist you accordingly.

Thank you in advance!

Marius Netherlands Message
Posted on November 28, 2018


I just got an email from someone else within LeoVegas. Saying that my account will be deleted and my previous deposits are being refunded. There isnt any reason listed in the email.

I will see it as complaint solved. As soon as the deposits are back on my CC i will mark it as solved.

Marius Netherlands Message
Posted on December 2, 2018

I received the correct amount back on my CC. Issue has been resolved

Posted on December 6, 2018


Thank you for keeping in contact.

I'm really glad to hear that the issue is now resolved.

Should you have any further issues then please do not hesitate to get in contact with our dedicated customer support team.

I wish you a lovely day and all the very best!

Posted on December 6, 2018

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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