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LeoVegas Casino - Unable to withdraw my $44,000.88 winnings

REJECTED
Rufus Canada
posted on December 18, 2017.

I won $44,000.88 I been trying to get it since Dec 5 2017 it’s Dec 16 2017 and I sent in 5 sets of documents and they keep telling me they can’t read them but when I I tell them to send me the documents they can’t see they don’t get back to me. I phone support and the one person I talked to me said he looked thru the documents and said he could see them fine and said he put them thru but never heard back from them again. But they keep telling me to keep playing and it won’t effect my withdrawal. Please help this is going on to long!!

posted on December 18, 2017.

Hello Rufus,

Thank you for bringing this matter to our attention and I do hope you are well.

With the email address provided via Ask Gamblers, I have been able to locate an account and I have taken a look at this matter. Upon investigating the account, I can see that the withdrawal process has been delayed due to various identification documents having been requested from various parties as the account was not operated solely by the account holder.

Due to the multiple breaches of our Terms, including payment methods being used which were not in the account holders name, this matter has had to be reviewed thoroughly. As I'm sure you can understand, we have to ensure that incidents such as this are reviewed closely in line with our anti-money laundering policies in order for our company to remain compliant with our gaming license requirements.

From the latest update, I can confirm that we have been in touch today to request some final details in order for us to move forward. If you could kindly reply with the requested information at your earliest convenience we will endeavor to move swiftly forward with your withdrawal request.

Kind Regards.

AskGamblers
posted on December 22, 2017.

Dear @Rufus,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

AskGamblers
posted on December 26, 2017.

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

The complaint is being rejected due to submitter's inactivity and the case is now officially closed.

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