After a period of time not using LeoVegas I decided to start using my account again. Deposit went fine as usual, but the same day when I was ready to withdraw my winnings (March 22nd) the problem started. I will try to make a timeline of the situation to make it clearer.
1. contact March 22nd: I was ready to withdraw EUR 1050 but had no available withdraw options on my casino profile. When in contact with LiveChat I was told that the problem was with cookies in my browser. I tried to clear cookies but that didn't help.
2.contact March 22nd: Again in contact with support using chat. This time I was told that the issue was related to some technical issues on their hand, so I just had to try again later.
3.contact March 22nd. This time also Livechat, but with a completely different answer. This time I'm told that the issue is not related to cookies or other technical issues but the reason is that I'm not able to withdraw using the method I used for deposit. LiveChat offered then to to a manual banktransfer.
4.contact March 22nd. I sent the information needed. Account details for the bankpayment and they started the manual transfer. Received an e-mail confirming that the withdrawal was processed
During the following week I contacted the LiveChat several times to check if everything was OK in regards to the transfer and I got clear answers that the winnings will arrive to my bankaccount not later than Friday 29th March.
Friday 29March I suddenly received an e-mail stating that the withdrawal never had been sent but they now needed more information in regards to verifying my address. It took 5 days before they found the need for more information and also 5 days giving me wrong expectations and wrong information.
I sent the proof of address and got the information approved. They now said that they will forward the request of withdrawal to the finance department. During the weekend I did again contact livesupport to check status and they are now struggling to give me clear answers. Some of them are saying that the first step of approving the payment is done, some is saying that they to not have direct contact with finance and can't help me. None of the agents are able to tell me when the withdrawal will be on it's way to my account.
Today monday (April 1st) I contacted live support again to check of the withdrawal had been processed and again I'm only getting information that the process is started but I will receive further information when the money is sent, but still no information in regards to when.
I think this is quite frustrating. 10 Days after the withdrawal was initiated form my side the withdrawal is still not on it's way to me and is still in some kind of "processing queue". I have been swift sending all needed documentation.
In total I have been in contact with different livechat agents 25 times since 22th March and still everything is a mystery and unresolved.
My VIP level is 58 on the casino, but still I receive now extra service, no clear answers and not quicker payments. I now regret staring to use the casino again and will most likely never do another deposit on LeoVegas if this case remains unsolved for too long