Queja #28 LeoVegas Casino

Blocked account after making withdrawal

Por Raed032

hace 10 años

Hello i made a account last month with leovegas using email ****************@googlemail.com i jad played two games calked starburst and rainbow richies and won £615 and made a successful withdrawal and received my winnings. I was very happy.
I decided to put in my winnings over a time as i won it and played a very fair game.

Now last week aroundd the 20th of december 2015 i played two more games and won £450, i then decided to make the withdrawal and left it a couple of days. After this i decided to return my withdrawal and play again i got down to £300 and made the final withdrawal.
The thing that shocked me was when i went to log in my account around the 23rd of december15 i noticed my accound was blocked so i got straight in touch with leovegas and told them the situation.i was told that the situatio was in the hands of the payments team and that i shall here from them soon. It is now the 29 of december and i have still not heard anything. I have made another call and email today and im told the same thing.
Also there was no bonuses on my second withdrawal hence the £615 win.

This is the email i sent.

Hello my name is richard ******** of *************.

My dob is 11/02/****.

I tried to access my account last night and seen it was blocked. I do not understand the issue that has arrisen.

I made a withdrawal of £300 the other night. I did phone last night to see what has gone on and all i was told that the issue is in the hands of the payments team.

I have provided all documents required as i previously withdrawn £615.

I HAVE ATTACHED a copy of my passport. It has expired but my birth certificate is with it.

I wish for this to be resolved with immediate effect also the money i won to be paid to my bank card ending 2402.

Regards

Reply.

Hi Richard
Thanks for getting in touch with us today.
We have received these documents and we will pass them to the relevant department.
Unfortunately I have no additional information to provide you with at this stage.
We cannot unblock your account and once more information becomes available you will be informed, Support staff cannot provide a time frame on this and its just a matter of waiting for a reply now.

Thank you

Best Regards,
Jason
Leo Vegas, Customer Support

Other email
Hello. Is the payments centre back open today as i am owed funds which i withdrawn.
My account was blocked after and im not sure why.
I have sent copy of passport and birth certificate. They are also aware that my passport has expired.
I was paid out last time of £615 and would like my winnings.

Kind regards

▶ Show quoted text

Reply
Sacha (Leo Vegas)
29 Dec 11:56

Hi Richard,

Thank you for both your co-operation and also the documents that you have sent in!

The relevant department will be in touch very soon.

Have a nice day.

Best Regards,
Sacha
Leo Vegas, Customer Support

Kind regards

Casino en conflicto LeoVegas Casino

Motivo Pago retrasado

Cantidad £300

Discusión

AskGamblers

• Support Team

hace 10 años

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

Raed032

hace 10 años

Also leo vegas owes me £50 as they took this from my account on the 8th of december without my authority. This was the whole issue as then leo vehas blocked my account for this reason. Obviously this was there error and i the customer was made to wait. I do have the evidence to back this up as i let my bank no. They advised me if i do not recieve this money by the 20 jan 16 them the bank will take action.
They will look into all the deposits made

Raed032

hace 10 años

Hello yes the issue has been resolved though the whole situatio was totally uneccesary and it has caused me some problems

AskGamblers

• Support Team

hace 10 años

Dear @Raed032,

Any news regarding your complaint? Thank you.

Estadísticas de quejas de LeoVegas Casino

Resueltas 149 / 163

Cantidad promedio $5,959

Duración media de quejas 9 días

Tiempo de respuesta promedio 2 días

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No asigna bono y malos tratos

Vengo a denunciar el incumplimiento de un bono y el maltrato recibido por sus operadores de atención al cliente.

Aproveché un bono, de 35 tiradas gratis en un tragamonedas llamado Puebla Parade, depositando $15.000.-, con un requisito de apuesta de 10 veces aquel depósito en juegos de casino.

Aposté jugando blackjack clásico en español la cantidad requerida para la obtención de la recompensa, sin embargo, nunca se me acreditaron las tiradas gratis, por lo que levanté un reclamo y para mi sorpresa, la persona de atención al cliente "Valentina", me informa que el juego de blackjack no aplica para el requisito de apuesta, ya que el término de la promoción indica "juegos de casino". No obstante lo anterior, navegando en su web, en los apartados de "Términos y Condiciones de los Bonos" y "Términos y Condiciones Generales", se puede observar:

Definiciones

"“Juegos” hace referencia a casino, casino en vivo, apuestas deportivas, juegos de bingo, y cualquier otro juego en nuestra Sitio Web, que pueda estar disponible ocasionalmente. El Operador se reserva el derecho de añadir o quitar juegos del sitio web a su propia discreción."

Artículo 13:

"Nuestros juegos contribuyen a los bonos de Casino y Casino en Vivo de la siguiente manera:

-Tragamonedas - 100%

Juegos en Vivo - 100%, a excepción de los siguientes Juegos en Vivo:

Cash or Crash - 10%

Texas Hold'em Bonus Poker - 20%

Ultimate Texas Hold'em - 20%

Craps - 20%

Baccarat - 30% (Excepto Live Baccarat Macao de LiveG24 - 0%).

French Roulette - 40%

Bac Bo - 40%

Fan Tan - 40%

Blackjack - 20%

-Juegos de mesa - 10%

-Video Poker - 10%

-Resto de juegos - 0%

Los siguientes juegos contribuyen en un 70% al requisito de apuesta: Pirates Gold, Blood Suckers, Dead or Alive, Devils Delight, Simsalabim, Supernova, Beetle Frenzy, Magic Love, Safari Madness, 1429 Uncharted Seas, Bloodsuckers Touch, Blood Suckers, Dead or Alive, Dead or Alive Mobile.

Los siguientes juegos contribuyen en un 0% al requisito de apuesta: Champion of the Track, Kings of Chicago, Zombies, Aliens, Aliens Touch, Castle Builder, The Wishmaster, Pearls of India, Pearls of India Mobile, Forsaken Kingdom, The Wishmaster, 100 Bit Dice, Wheely Wheely Big Win, 1000x Busta, Book of 99, Gold Digger Mines, Spaceman, Mines Dare 2 Win, 98 Bounty Hot 1, Skyliner."

Asimismo, tengo en antecedente, la obtención de la recompensa de 60 tiradas gratis (otro bono), con requisito de apuesta 5 veces en "juegos de casino", la cual obtuve, reclamé y se me acreditaron aquellas 60 tiradas, participando en el mismo juego, "Blackjack en español".

Es por lo anterior, que no entiendo el cambio de criterio aplicado por la encargada de servicio al cliente que me atendió, "Valentina" y requiero sea solucionada a la brevedad.

Asimismo, consulté por otra promoción, la cual se encuentra en el apartado " Mis ofertas" "Casino en vivo", sin embargo, obtuve la misma respuesta por Patricia, quien incluso fue excesivamente grosera, se unía al chat e inmediatamente se salía, sin siquiera tomar el requerimiento. Además, asume que es publicidad engañosa, al encontrarse la promoción en el apartado "casino en vivo" como banner de "casino en vivo" y permitir solo apuestas de juegos de "casino".

Finalmente, hacer presente, que dentro de los términos y condiciones, no existe en ninguna sección de vuestra página, un apartado que haga distinción entre "casino" y "casino en vivo", ni nada similar.

Tengo imagen en PDF de bono reclamado con fecha 03.01.2022, en donde bajo las mismas condiciones del bono en cuestión, obtuve la recompensa.

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I signed up for LeoVegas back in OCT 2023. I strictly play online slots with this provider. Nothing else. I used their new user promo which I believe was - depo $250 get 100% match x5 roll over or something.

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