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LeoVegas Casino - Verification problem with the casino

RESOLVED

Complaint Info

Disputed casino

LeoVegas Casino

Amount

€ 1500

Posted on November 20, 2023

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.

Posted on November 21, 2023

Dear SLACADACA,

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 help­­­@­­­­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.

You can also send us details like your DOB, and when you created the account so we can locate your profile quicker.

Thank you and have a great day!

Posted on November 21, 2023

Leovegas ,

I already sent 5 emails, still no reply.
All I keep getting are automatic email replys such as (see attached)

Can you reply to my email?

Posted on November 22, 2023

Dear SLACADACA,

Thank you for your message.

The email should be sent to the correct email address and with the subject line we are telling you, please, can you confirm that you are doing both things?

Thank you and have a great day

AskGamblers
Posted on November 24, 2023

Dear @slacadaca,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.