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LeoVegas Casino - Verification issues with expired photo ID

Complaint Info
Disputed casino LeoVegas Casino
Reason Verification issues
Amount £ 100
Gbnlyr4 United Kingdom Message
Posted on September 14, 2016

I have played at LeoVegas for some years now, and am a regular player. I have successfully deposited and withdrawn from the casino in the past as I have been verified with all requested documents.
I have deposited around £250 in the past month without an issue but when I made a withdrawal for £100 last night, I had an email telling me that my documents had expired (photo ID passport expired last November). I explained to the casino that I did not have a new passport and do not drive so don't have a photo license either but they are refusing to process my withdrawal without a birth certificate. I do not have a copy of this either. The clause on their terms states that the casino 'may' ask for new ID when documents are expired but this suggests that it is at their discretion.
I am concerned that the casino has been happy to take a number of deposits without up to date verification but they won't process a withdrawal less than the total deposits made.

Gbnlyr4 United Kingdom Message
Posted on September 15, 2016

This complaint is void now - I reversed the funds and played them then requested to close the account permanently. I was told that my account would be locked instead in case I changed my mind in the future - a great example of responsible gaming. I would rather not use a site where the customer service is so poor.

Posted on September 16, 2016


I have looked into this for you and I do apologise for the inconvenience.

Verifying a Birth certificate when an ID has expired is something that we are required to by the UK Gaming Commission, we understand the inconvenience this may cause however we have no control over the rule and are required to enforce it.

Apologies again, don't hesitate to get in contact should you have any questions.

Kind Regards.

Posted on September 16, 2016

Based on player's last post it is now obvious that the disputed withdrawal amount has been played and lost by the player. In such situation, AskGamblers Complaints Team have no other option, but to reject the case as the main complaints subject is no longer valid.

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