LeoVegas Casino - Missing spins and lack of customer service

posted on June 6, 2015.

While playing Basic Instinct on 21/5/15 I was awarded 45 free spins. I had been playing for approx 15mins and it was error free it froze on the start of the spins and then when I shut it down and logged back in they had disappeared it was just showing the main game screen. I contacted Leo Vegas support immediately and stopped playing. I was told to clear my browser (iPhone 6) which I did, didn't resolve the issue. Then a customer service person logged into my account and advised it was a fairly significant issue and couldn't be resolved right away. They advised they would contact the game owner but could not give an ETA. I have emailed at least 4 times to request this be solved each time to be fobbed off with a "we don't know, they haven't fixed it yet, it's their problem we can't help". NOT good enough it's only 45 spins at .50 but that's not the point I pay to play and it's failed I pay Leo Vegas I don't care about the issues in the background surely they can resolve this for me credit me my spins and do what they need to, without me waiting. All their emails tell me the spins are not lost and I will be paid my winnings but when????? I'm not getting anywhere with them now so I'm turning to this forum. I stress it's not the money it's the customer service I find totally lacking. Thank you

posted on June 9, 2015.

Hi Tessybear,

Thank you for bringing this to our attention. Firstly we just want to apologise for the customer service you received and would like to pass this on to our head of customer service to avoid issues in future. Sometimes there are technical faults with the games that are not the direct fault of LeoVegas that need to be investigated. Nevertheless it could have been dealt with better and due to this, we would like to award you 50 free spins to be played on Starburst.

Please note, the technical issue is not on our side and we too are awaiting an answer and resolution to this technical issue. Until this problem has been resolved we advise that you do not play games from this game provider.

Thank you.

posted on June 9, 2015.

Thank you for your response. However when I logged in this morning , there were 10 free spins on Starburst at .10 and I won $2.60 which is showing as a bonus requiring a play thru. So although I thank you for your offer of 50 free spins, good customer service is also based on follow through of your promises. I also assume that the spins offered on Starburst will be at .50 not .10 and you will advise me when they are indeed credited to my account.

posted on June 10, 2015.

Hi Tessybear,

The 10 free spins have no relation to the incident at hand therefore we can not comment on those. We promised to follow up the technical issues with the game provider and we have done so. The 50 free spins will be credited to you this afternoon.


posted on June 13, 2015.

I received 50 free spins which was a lovely gesture. The initial problem of the missing spins has still not been resolved. However I'm sure you will advise me when the game provider finally provides you with an answer.

posted on June 15, 2015.

That's correct, it's not in LeoVegas' hands and we are waiting for information from the game provider. We are glad that you are happy with the 50 free spins in the meantime.

posted on June 18, 2015.

Just so you know, we are currently still looking into this matter for you Tessybear. As soon as we have an update we will let you know. We have our tech guys working with the gaming provider to resolve it ASAP.

posted on June 21, 2015.

Still working on this Tessybear. We will update over the next few days so we can keep this issue open.

posted on June 24, 2015.

Any update?

posted on June 25, 2015.

Hi again Tessybear.

We have sent you a response to your email address held on our records. Please can you check this so we can resolve the case on here.

Much appreciated!

posted on June 28, 2015.

Is this compliant resolved, can we close it? Thank you.

posted on June 28, 2015.

It has been resolved and I'm happy with the outcome thank you very much ask gamblers.com and Leo Vegas.