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LeoVegas Casino - Withdrawal issue with missing £1,200 payment

RESOLVED
posted on November 9, 2018.

Hi

I recently set up the new faster way to withdraw via bank transfer that was sorted and I have made a number of withdrawals via this method all with no issues apart from a withdrawl of £1200 made on the 5/11/18 all other withdrawals have been transferred to my account withdrawals both before and after the £1200 in question I have spoke to live support about this and just told to wait 5 working days yet it stated on the bank transfer that it would be immediately-3 working days it has no been the : working days and I have not received the £1200 withdrawl.
There has been an issue and I really need the funds ASAP and after reading through other complaints there are a number of similar ones to. One but these customers have let it 7days plus before questioning it and then waiting weeks to actually get the funds I just have a feeling that something is wrong as I have made withdrawl soma on leovegas for a number of years and always to the same account and never had any issues

posted on November 9, 2018.

Hello CHERRY1989,

Thank you for taking the time to leave a comment for us to review.

Unfortunately, as this is a public forum we cannot access any account specific information.

In order to resolve this issue on your behalf, I would ask you to kindly send an email to [email protected] or via LiveChat and our dedicated customer support team will be able to fully assist you.

I would like to confirm that the usual timescales for a withdrawal are 2-5 business days once the funds have been withdrawn from LeoVegas, this is due to the banks processing timescales.

We endeavor to resolve this for you as soon as possible!

Thank you in advance!

posted on November 9, 2018.

Hi


Thanks for your reply I have spent the past 4 days contacting live support and also I have rang leovegas and spoke to some one about the issue but I am still no further forward I have been a customer with Leo Vegas for over 5 years and have made loads of deposits and withdrawals and I have never had this issue so I know something is not right as all my withdrawals have always came through with in 3 days max and also withdrawals that have been made before and after the £1200 in question have all been payed into my account the withdrawl of £1200 was made on Monday the 5th of novermeber at around 00.30 hours so Monday -Friday is 5 working days and still no sign of funds all I get from live chat is just wait it is on it way but it is clearly not. The withdrawl always also made via the bank transfer withdrawl option which states withdrawals to be payed immediately- 3working days? This has not happened now we are on to working day 5.

I have spent the last week contacting live chat etc everyday checking my bank calling my bank the stress and frustration of this is overwhelming and just to add to things it is my birthday this weekend and I have this issue to sort out and also short on funds as my withdrawl has not been made I have been advised by my bank that the payment should of been in by now if it was done and process on Monday but it is not there.

Basically I have spent all week trying to sort this and just get told from your reps just wait it’s on it’s way which I do not believe I know deep down there must be something that has caused an error or something which has effected my withdrawl but like I have been told wait till Monday and then if it is not there your team will look into it so basically waited a week before anything can actually be done about it and then if the funds are not there by Monday the investigation can begin which will then take god knows how long I have read other customers complaints on this site and people have waited 2-3 weeks for there funds which is beyond a joke end of the day Leo Vegas owe me £1200 and I would like it ASAP

Thanks

< name removed >

posted on November 11, 2018.

Good morning CHERRY1989,

Thank you for taking the time to go into so much detail.

Firstly, I wish you a very happy birthday for when it comes!

I'm really sorry to hear that you have had an inconvenience with this withdrawal and I can appreciate that this can be frustrating as you have mentioned that you normally receive your funds very quickly. This is out of the ordinary and really hope that we can resolve this for you as soon as possible.

I can appreciate that this can be an overwhelming situation for you, however, some of the comments which you have made are very concerning to me. Winnings from the casino should never be used as funds which you rely on to pay for daily living. We have a duty of care to our players and we always look to ensure that our players are using funds which are affordable.

At this stage, I would encourage you to visit our in-house created website, LeoSafePlay which reflects LeoVegas’ commitment to honour our duty of care to all our customers and the gambling community at large. LeoSaf­ePl­ay(­htt­ps:­//w­ww.l­eo­saf­epl­ay.com) will help you identify whether you are gambling in a healthy manner. Our self-assessment tool will help pinpoint the areas of your life on which gambling may be having a negative impact.

As you have commented about other situations which you have noticed around delayed withdrawals, I can appreciate your worry, however, each and every situation would be different and we will always strive to resolve each and every situation to the best of our abilities.

As mentioned, unfortunately, I have no access to account specific information via the forum. If you would be kind enough to update me on how this case is going via the customer support team, then I can try to resolve this as quickly as possible for you!

Thank you for your continued patience.

AskGamblers
posted on November 14, 2018.

Dear @Cherry1989,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

LeoVegas Casino complaints

  • 80 of 88 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 3,804 USD avg amount

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