Complaint #37 LeoVegas UK Casino

Account locked for security reasons for a week

By Nidz007

3 years ago

Hello,

On April 11th 2023, I was playing on the LeoVegas iphone UK app for a considerable amount of time without any issues. However, I was logged out of the app around 6pm while playing a game of blackjack and I was then unable to log back in. I received a pop up saying that my “account had been locked due to security reasons” which prompted me to reach out to the live chat team on the app.

The team informed me that I needed to upload some documents which I did within half an hour of being locked out. I received acknowledgement from the team that the documents had been received and processed, but was told that I needed to wait for an email from the relevant team.

For the four days now, I have been receiving generic responses via email and live-chat that I need to wait for an email from the relevant team and that they cannot provide me any further clarification. I find this very concerning considering I have over £4k balance in the account and would prefer to at least some specific answers as to what is going on, so I raised concerns that my issues are not being addressed directly with the casino, however, that also did not resolve anything. I am seeking clarification on the specific reasons for why my account has been locked and get it unlocked accordingly. I would greatly appreciate it if someone could look into this and resolve the situation as soon as possible.

Disputed Casino LeoVegas UK Casino

Reason Account closure

Amount £4000

Discussion

AskGamblers

• Support Team

3 years ago

Dear LeoVegas UK Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Nidz007

3 years ago

Dear Leovegas,

Thank you for your email. While I appreciate the update on my official complaint, I would like to clarify that my current query is separate from that matter.

It has now been three weeks since my account was locked (11/04/23) and despite my daily follow-up, it remains inaccessible. Therefore, I kindly request that my account be reopened immediately, or if that is not possible, could you please enable me to temporarily access my account in order for me to withdraw my balance on the account?

I understand that my official complaint will be addressed within the given time frame, but I urge you to prioritise the resolution of my account issue as it is affecting my ability to access my funds.

In addition to the above, please can a member of the LeoVegas “relevant department” team finally call me since I was promised to receive a call since the 22nd of April, I received one call which I missed and I cant even call back because you dont provide that functionality. I don’t understand why it is taking so long for someone to call me.

Best regards,

LeoVegas UK Casino

• Representative

3 years ago

Dear NIDZ007

Thank you for contacting us.

We really appreciate your patience. But once you raise an official complaint the UKGC gives the operator a deadline of 8 weeks in order to provide a final answer.

You will receive an email as soon as possible so you do not have to wait that long.

Thank you and have a great day!

Nidz007

3 years ago

Dear LeoVegas,

I am writing in response to your recent email regarding my account lock. While I appreciate the work of your team and the efforts to resolve my issue, it has now been 19 days since my account was locked and I have yet to receive a concrete resolution.

This prolonged wait has caused me immense stress and inconvenience, especially considering that I have played with my hard-earned money for a significant period of time. I have received only unhelpful and generic responses from your team, which have left me feeling frustrated and dissatisfied with your customer service.

I would appreciate it if you could expedite the resolution of my account lock as soon as possible to ensure that I can continue to use your platform without any further disruptions. While I understand that these issues can take time to resolve, I believe that 19 days is an unacceptably long period to wait without a concrete resolution.

Thank you for your attention to this matter, and I look forward to hearing from you soon.

Best,

LeoVegas UK Casino Complaint Stats

Resolved 2 / 4

Avg. Amount $8,098

Avg. Complaint Duration 15 days

Avg. Response Time 2 days

LeoVegas UK Casino Complaints

See all complaints for this casino

Locked Account with over 20,000.00 pounds on it

To Whom it may concern,

I was wondering if you could please help me, I have an account on leo vegas uk, I recently opened the account and at first all went well until they asked for photo ID I found my passport had expired which caused leovagas to stop all withdrawals from my account which I was fine with and understood, however I emailed them explaining my situation and telling them I had applied for a new passport and to please not lock my account as I would have the document shortly, they assured me my account was safe and wouldn't be locked, however a few days later I went to login and found my account locked, I went straight on chat as I have just over 20,000.00 pounds on my account, they then informed me my account would be unlocked as soon as they recieved my passport, so when my passport came last Friday I sent it through to them and got a message back acknowledging receipt of it and that my account was now fully verified however my account remained locked and I still have no access to my account or winnings, I have gone on chat and emailed customer support hundreds of times now and I just keep getting told the same story, that security is reviewing my account and I will get an email when they are done and then my account will be unlocked, but this has been going on for weeks now with no resolution, no one cam tell me why my account was put under review or why its taking so long and no ones when it will be done. I just want my winnings and my account back and am at a loss as what to do, if you could kindly help me.

Many thanks

< full name removed >

Resolved

£20,000

Wont verify my account and are holding my funds

I have £1000 pending withdrawal from LeoVegas. I've used this site a few years ago and didn't have any issues verifying my account.

They've asked me for a bank statement and a copy of the card i used to make deposits.

The bank statement got accepted but the card didn't, with no good reason. I used live chat numerous times and they just told me to resend, for it to be denied again. They then asked me for a 'proof of ownership'. I went to my bank 3 times and asked them to provide this for me, they said they've never heard of it. Leovegas wanted me to get the bank to write me a letter with my first 6 digits of my card and last 4 digits, then the bank stamp it. This was an impossible request as the bank aren't allowed to stamp anything for external companies. I once again tried explaining via the live chat on to have my account locked. I used live chat and they're now 'unable to find my account' while they still owe me £1000.

I have emailed 3 different leovegas supports and haven't received one reply.

Very frustrating and I'm now unsure what to do.

Resolved

£1,000

Withdrawal being held

I have only recently joined Leovegas and feel this has been a shocking experience.
I deposited a few times then withdrew £300 no problem. Deposited again and tried to withdraw £1500 which has been on hold for the past 3-4 days. Was asked for a screenshot of the bank statement. Provided it. Was asked for it again, sent again. Was asked for it a third time, supplied it again!! I then contacted their customer services and spoke with a Jonathon on live chat which was an absolute disgrace! Asked him why it’s taking so long and explained the situation, his response was does make sense. What a shocking way to deal with a client. My withdrawal just needs to be processed. This is a joke.

Unresolved

£1,500