LeoVegas Casino - Refusal to release winnings due to absurd verification demands

Goose22 United Kingdom
posted on December 16, 2015.

I have recently (12/12/15) added my new bank card to my leovegas account and made 2 deposits on this day. I won £180 and made a withdrawal to that amount. After contacting leovegas to ask for a timescale on when they would release the funds (after waiting 4 days) they told me I would need to send proof of identity even though I have made a withdrawal in the recent past. I sent them a copy of my passport a council tax bill for proof of address and my bank card which I made the deposit and withdrawal request with. They are now telling me I need proof of my old bank card which has been destroyed as per instruction from the bank. They then advised me to phone my bank to get proof that this was once my card? The bank duly told me they could not do any such thing. After ringing customer service back and telling them the bank would not provide this and they already have proof of my new card and all the relevant documents asked for, I was told to go into the branch and ask for proof of my old card over the counter! I have never had an experience like this with any other online casino or beting company. Surely proof of the card I used to deposit is sufficient along with the documents I sent. How can you prove you used to have a bank card that is now destroyed?

posted on December 21, 2015.

I have contacted the player via private message to confirm that this has been solved by customer support.

posted on December 24, 2015.

Dear @Goose22,

Has this issue been solved, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.