I opened an account with LeoVegas on 25th March 2018 mainly to play live blackjack. I had self excluded from Royal Panda just days before on 22nd March 2018.
I deposited in total £540. On 26th May my account was closed, the explanation being that this was due to my self exclusion with their partner site Royal Panda.
I used identical usernames, email address, contact numbers, name, address, debit card etc on both sites. The self exclusion should have been picked up immediately before allowing my account to be opened.
At the time of closure there was £100 in my account. I have had correspondence by email with LeoVegas and they have been very slow to respond. It took around 4 weeks for the £100 to be refunded. I requested that all deposits be refunded on the basis of the self exclusion. My emails are now no longer being responded to which has resulted in this complaint.
My refund request was denied on the basis that LeoVegas only recently acquired Royal Panda and that my self exclusion happened before the acquisition. As far as I am aware from research the acquisition happened in 2017. As such I believe the remaining £440 should be refunded to me.
I also understand LeoVegas has been fined very recently by the UK Gambling Commission, for issues like this amongst other things. It does not look like they have turned things around.