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LeoVegas Casino - Verification Problems

RESOLVED
rumbaba United Kingdom
Posted on November 14, 2015.

Leo Vegas are stalling my withdrawal of money which I deposited only (not winnings). I have sent them my ID verification documents. They want a photo of my previous debit card but that card was cancelled by the bank & I was issued with a new one. Naturally I destroyed the old card when I received my new one. They told me that I could get a screen shot of it on my online banking account. Or, ask my branch to give me a letter! I can't & the bank told me they never keep old card details on file and that no bank ever does this. And, that they would not be able to provide me with a written letter stating the card belonged to me as it's not something they do either. They are finding every excuse to stall my withdrawal. Please can you help.

Posted on November 9, 2015.

Hi,

Thank you getting in touch. We have taken a look into your ID verification for you and been able to process your withdrawal. It is required by our gaming licencee that we do verify certain documents before withdrawals can be processed. I have been advised that the documents you had previously supplied will be satisfactory.

We do sincerely apologise for any inconvenience.

Don't hesitate to get in contact via private message if you have any further questions.

rumbaba United Kingdom
Posted on November 9, 2015.

Thank you! I await for it to show in my account. I am still waiting for the bank to look into this but you have caused so much hassle - was it worth it?

Posted on November 10, 2015.

Hi,

I do apologise for this. The request for these documents was only done in the interest of the rules and regulations of our gaming licence. I assure you that it was not our intention to cause you any unnecessary hassle.

Please let me know if there are any issues with the funds arriving to your account.

Have a great week!

rumbaba United Kingdom
Posted on November 13, 2015.

The money has been paid now - thank you

AskGamblers
Posted on November 14, 2015.

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

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