LeoVegas Casino - Took all the deposited money as penalty?!

posted on July 26, 2016.

I played on LeoVegas 2012 and closed my account for gambling problems (thats what I have been told by LeoVegas).
I did not remember this casino when opended account there on 19.7.2016.
Everything went ok, I did 4 deposits, 155€.
After playing 3-4 hours and making 150€ withdrawal they sent me Mail:
You have closed account on us 2012, now we close your account and take your money 150€ as a penalty to make you remember and get help for gambling problems.
I took no bonuses ever or tried to cheat with multiple accounts. They just rob my money "to make me remember and get help"
Is this fair?

posted on July 29, 2016.

Hello Blackker,

I have just sent you a personal message as I require some further details regarding your account with us in order to assist with your query.

If you could kindly respond to this at your earliest opportunity in order for me to have your query resolved.

Many thanks

posted on July 29, 2016.

Thanks, info sent.
Hope to hear you soon

posted on July 31, 2016.

Issue ongoing. Awaiting response from Leo Vegas via personal message.

posted on August 2, 2016.

There are facts in this accident LeoVegas deny to hear, because they see they are able to take players money:
1. 4 deposits were very ok

2. After trying to withdrawal they closed account and took money.

This is very sure way for LeoVegas to make 100% winnings: Let's let this player deposit and play, we dont have to pay him ever.

This is the first casino ever heard doing things this way. Other ones are closing accounts and paying money if no bonus abuse etc. like in my case. In this forum there are also cases when money paid.

This is response I got via Messenger:

Hello xxxx,

Many thanks for your patience.

I have looked into your query and case in greater detail but unfortunately the decision made is one that we stand by on this occasion in line with our Terms and Conditions already stated to you.

You have made a smart decision to close your initial account when you felt you had a gambling problem which was honored by us in December of 2012. The opening of any further accounts thereafter is not permitted and any winnings or deposits made will not be refunded or payed out. I appreciate this is not the response you probably did not anticipate, but on this on occasion the decision made is one we stand by.

I sincerely do wish you all the best for the future and should you wish to contact our Support Team to seek advise on getting any additional help, they will be more then happy to assist you 24/7.

posted on August 2, 2016.

Am I the only one writing here?
Leo Vegas' last respond here was 29.7

posted on August 3, 2016.

Hi Blackker.

Apologies for the delay in response, I have spent some time to escalate this case internally.

I have contacted you via private message to advise that we have arranged a refund of your deposits, as well as other information.

Have a great day.

posted on August 3, 2016.

That sounds great. Thank you very much for your help.
Have a nice day too.

posted on August 3, 2016.

AskGamblers Complaints Team have been provided by valid evidence on behalf management of LeoVegas Casino where it is clearly displayed that player had opened more than one account. Player by these actions violated general term # 1.14

If You open or attempt to open more than one account, for whatever reason, LeoVegas may block or close any or all of Your accounts at its discretion. LeoVegas also reserves the right to withhold any deposits or winnings upon the discovery of duplicate or multiple accounts at its sole discretion. Should LeoVegas decide to leave one account open, it will be the first account that You opened with LeoVegas, to which Your remaining deposits, if any, will be transferred. LeoVegas will deduct an administrative fee of 10% (minimum €30) for every account You have opened as well as any other deductions that may apply in accordance with these T&C.
Furthermore, if you attempt to open any additional account after your original account had been closed for the reason of gambling addiction, any funds held in your additional account/s will be immediately forfeited and no winnings shall be paid out under any circumstance.

Casino management informed us that they return players deposit as a goodwill gesture. Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In a case of a disagreement with our decision we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for LeoVegas Casino.