Ag Awards

LeoVegas Casino - No funds received, casino refused to cooperate

Complaint Info
Disputed casino LeoVegas Casino
Reason Delayed payment
Amount $ 250
Posted on March 21, 2016

After signing up and depositing money twice was lucky enough to win $300 I put a withdrawal in for $250 and sent all the verification documents .
After a well received an email telling me they could not use the same method for withdrawl as I had deposited with (was not given a reason )told to use bank transfer more documents (bank card and accounts/BBS number ect)
Finally result all clear funds sent
After waiting 5 business day with nothing hitting my account contacted Custrmer support told to wait till morning will be there .
It has now been 10 business days and after speaking to them every day and given no reason and just the complete run around NOTHINNG!!!!!!!!
I asked for proof that they sent the fund and was told it's not company pocicy yet they want proof of my bank statements and that is not my pocicy they have all my bank details but are just sitting on there hands .
Please people if you want a good casino that runs a professional business say well away from this lot!!!!!!!!!!!!

Posted on March 22, 2016

Hi Juvay.

I apologise for the hassle caused in requesting documents for verification, our gaming licence requires us to be very thorough when verifying these documents.

Regarding your winnings not arriving to your account, I have looked into this for you. The funds have left us and have been held up with our payment provider with the status "waiting for bank". We have contacted them regarding this and are currently awaiting a response. I am keeping an eye on this and will contact you as soon as there is an update.

In the interest of avoiding confusion please contact me via private message should you have any questions at all.

Posted on March 22, 2016

So what you are telling me I was it told the truth when told that the $ had left you and it was my banks fault that there were no funds.
Please get this sorted I just keep getting told different things .

Posted on March 23, 2016


If I understand you correctly, yes you certainly were told the truth when you were told the funds had left us, it wasn't anyone's fault, there was an issue with the transaction that we are currently working on. I assure you that we will have this sorted as soon as possible and you will receive your winnings.

Thank you again for your patience.

Posted on March 24, 2016

Still waiting no response
Not good enough !!!!!!

Posted on March 28, 2016

Due to the Easter long weekend, the payment of your winnings has been further delayed, I sincerely apologise once again We have contacted our Payment provider and requested this be solved for you as soon as possible.

Posted on March 28, 2016

Yes I understand that but what is the reason it is still not thro? I don't want a lot Ng winded awnser just a truthful one please!!!!!!!

Posted on March 29, 2016

It is now over 3 weeks for somthing that should take 5 days max according to leovegas and still nothing
What is the problem and when will I get my money getting sick if this .

Posted on March 29, 2016


Sorry for the delay in response.

As today is the first day back after the Easter break for the banks, we will be able to contact them for you.

We are told that the reason for the delay was a simple error on the back office when the fund had left the payment provider, being sent to your bank. Because of this error the funds needed to be sent manually. The transaction then goes into a queue and all account information then has to be confirmed with us and and your bank, as you currently experiencing this takes some time. We will contact the provider today to try and get them to speed up this process for you.

Let me know if you have any further questions.

Posted on March 29, 2016

That makes no sense whatsoever this is just getting ridiculous
Give me a timeframe when I will get my money please !!!!!!!

Posted on March 29, 2016

Also I have an appointment with the manger of my bank tomorrow so will update on here to let other people know if there has been contact and if I have been told the truth

Posted on March 29, 2016


I apologise for the confusion.

I have been advised that your winnings have been sent to your account and will arrive by Monday.

Please do let me know if they do not arrive by that time and I will follow up for you.

Posted on April 1, 2016

Finally got my money thx but after all that I got $230 not $250 ??
Come on wait for 1 month then you don't even pay me the right amount !!!!!!

Posted on April 1, 2016

All fixed thx but I really really hope this does not happen again

Posted on April 2, 2016

Based on player's last comment, we consider this case as resolved and it is now officially closed.

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