Queja #4 LeoVegas Casino

LeoVegas Casino Won't Close My Account Permanently

Por ACrowLeftOfTheMurder

hace 11 años

I asked Leo Vegas to close my account permanently due to being unhappy with the service there, however they would not do so, and advised that this could only be done if I have a gambling problem, which I don't have.

I think this is unfair, and as it is my account, I should have the right to close the account PERMANENTLY!

They did say I could close my account, but not permanently, hence I could reopen it at anytime.

If I decide I NEVER want to play at a casino again, and wish to remove any temptation of returning as a player, I should have this right regardless of the reason.

It's a matter of principle, and a right I as a customer should be free to act upon.

Thank you.

Casino en conflicto LeoVegas Casino

Motivo Cierre de cuenta

Discusión

AskGamblers

• Support Team

hace 11 años

Based on the information stated on LeoVegas website under their Responsible Gaming tab /https://www.leovegas.com/en#support/responsible-gaming/, player can choose to close his account for a shorter period of time or permanently. All that player is supposed to do in order to have the account closed is to to send an email to [email protected] according to the information stated within LeoVegas Terms and Conditions and more specifically term 2.6.1. It is now clear that LeoVegas failed to execute its own rules stated on their own website. Moreover, casino put player under a self-exclusion agreement despite the fact that player never stated any problem gambling issues and even without player's explicit consent. This is not only against any casino rules and terms, but could be also considered as illegal action across certain jurisdictions.

We recommend player to seek further assistance from MGA or UKGC depending on the country of residence.

The case is now officially closed.

ACrowLeftOfTheMurder

hace 11 años

The issue was NEVER about problem gambling, and you ONLY made this a false focal point to distract from the real issue, which was a very loyal customer wished to close their account permanently and never give you another sent of their business in the future.

You are a disgrace, and my warning to other players still stands:

LEO VEGAS ARE A ROGUE OUTFIT WHO WILL SLANDER AND DEFAME A PLAYER TO SUIT THEIR OWN AGENDA WHEN THINGS DON'T SUIT THEM.

PLAYERS BEWARE.

For the record, I am a responsible player with 10+ years of experience playing online at reputable sites such as Betat and Guts, and I have NEVER had a gambling problem, or even come close.

In all those years, I have never experienced such hateful and malicious service or comments from a casino like I have here from this disgusting person.

LEO VEGAS WILL TREAT YOU GREAT UNTIL YOU HAVE AN ISSUE, AT WHICH POINT THEY WILL BE VERY VAGUE AND EXTREMELY RUDE AND AS YOU CAN SEE HERE, HATEFUL AND DESTRUCTIVE.

THERE ARE MANY OTHER GREAT SITES TO PLAY AT, SO PLAYERS PLEASE STAY AWAY FROM THIS CASINO, AS A SIMPLE REQUEST LIKE MINE COULD LEAD TO THIS DISGRACEFUL PERSONAL ATTACK.

LEO VEGAS ARE A ROGUE OUTFIT OF THE HIGHEST ORDER.

LeoVegas Casino

• Representative

hace 11 años

LeoVegas have the right to close an account at any time with any reason, even without reason at all, as stated in our terms and conditions. We take problem gambling very seriously as shown by the amount of safety procedures in place we have on site such as loss limit, wagering limit, session limit, time alert, pause account and player history.If we find that player's are in a position where they are not able to avoid playing at our site if they are in a position where they can re-open the account then this behaviour shows a lack of control and is suggestive of a gambling problem. The account has been self-excluded, therefore it could not be re-opened to be closed, as it would be a breach of our RG Policy. We are sorry that you are unhappy with our resolution however we have resolved this issue suitability.

ACrowLeftOfTheMurder

hace 11 años

Absolute load of rubbish.

As I mentioned above, you still hadn't clarified the questions I was asking, and your answers were vague and contradictory, hence I had no idea what my options were.

You would state one thing, then follow it up with further advice that opposed your previous advice.

And you constantly bring up the subject of problem gambling, and have now labeled me a problem gambler, when this was never an issue nor had anything to do with my complaint.

Please explain what my complaint had to do with problem gambling, and what signs of problem gambling I displayed as you claim?

You are disgraceful.

Do you treat all your customers like this if they choose to no longer wish to play at your site?

I made it very clear NUMEROUS TIMES, that I wanted to close my account due to your poor service, and wished to do so permanently so I never give you one cent of my business ever again.

How does this have anything to do with problem gambling?

You have chosen to label me a problem gambler out of pure malice and hate, and not because it has anything to do with this matter.

I continue to play at various other great sites and have done so for 10+ years without EVER having to take a break or self exclude myself due to problem gambling.

I can even get referrals from other reps to prove this!

The facts are you didn't like the fact I wished to take my business elsewhere, and as a result you refused to close my account permanently as requested, and then maliciously labeled me a problem gambler to suit your own agenda.

I have never in my life dealt with such disgusting behavior from a casino or a rep.

Please provide the evidence that I showed 'signs' of problem gambling as you say, because at the moment the only evidence we have seen is that you chose to make this shit up in order to deflect attention away from the negligence you have shown throughout this discussion.

Your employer must be proud of this ridiculous behavior you've shown here.

ROGUE CASINO OF THE HIGHEST ORDER.

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

LeoVegas Casino Quejas

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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.

Tengo imagen de la nueva promoción, en el apartado "Casino en vivo" y conversación con "Patricia".

Resuelta

Leovegas wont pay 100000e that i won

Hi,

I deposited over €2,000 and played regularly at [Casino Name, e.g. LeoVegas] without any problems. While I was losing, there were no KYC checks or delays. But right after I won close to €100,000, my account was suddenly locked and they started asking for verification documents.

It’s now been over 3 weeks, and I’m still waiting. I’ve sent everything they asked for, and they keep dragging the process out. No real reason has been given, and the support just keeps repeating the same lines.

It’s very suspicious that KYC was never mentioned before, but as soon as I win big, everything is frozen. This doesn’t feel fair or professional – it looks like they’re trying to avoid paying.

I’m requesting AskGamblers to help resolve this and push the casino to either finish the KYC process or explain clearly why my account was closed. I just want the money I rightfully won.

Thanks in advance

No resuelta

€100,000

LeoVegas casino wire missing 180000 CAD

After playing LeoVegas I won some money.

They locked my account for a temporary 3 months, I can come back on 26 April, and I got an email from the responsible gaming department, that I have to withdraw my funds,

Due to the larger amount, they suggested a wire transfer. The wire transfer was approved and sent on 23 January 2025, the amount:$180000 CAD and I got the confirmation email that day.

We are now February 15 and still haven’t received my money, They are blaming the processor for missing money or delay. They won’t give me the name of the processor or a time frame when this issue will be resolved.

I have withdrawn from them in the past and never had this issue.

Resuelta

$180,000

Has locked my account due to security reason

Hey guys,

So a little side information before we get into it all I'm located in Ontario Canada and therefore a regulated market by igaming and it is 100% legal here. I've been wagering for over 2 decades on sports and casino games so I'm very familiar with multiple books and how terms and conditions go and what is industry standard when it comes to customer service

So let's dive into it

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.

Rolled it over and won a bit of money. Continued to play and use all the promotions they were offering me and over the months I grew the account to almost $11000. I would continue to deposit and withdrawal(to unlock promotions) and roll them over. At some point in March 2024 I pulled out $3400 and brought the account down to $7500. I continued to play as normal until about 3-4 weeks ago when I noticed withdrawals were taking way longer than usual. Typically it would be within a few hours then it was a few days and then it got to a point where I had to use the live chat and ask for my withdrawal to be processed. Deposits were still instant.

So last week I go on live chat and request my withdrawal to be processed and the agent says that in order to do this I need to verify my documents. I then say I have already done this when I first signed up and that I wouldn't have been able to ask chat the last few times to process my withdrawals(as well as the 100+ other withdrawals I made since first signing up). They say "no you need to verify your documents". So I go look and sure enough my documents are gone. I re-upload everything and get the confirmation I am fully verified(have screen shot). The agent processes my withdrawal no problem. Monday May 13th rolls around and I go to sign into my account only to find I've been locked out. So I hop on the live chat and ask if I need to reset my password or if there were too many failed attempts which is typically how account's get locked. The agent states this is not the issue. So I ask what is the problem? They reply that they can't provide this information and that I will receive an email from their "relevant department". I ask when I should I expect this email? The agent states it's a que based system and it will get handled in order.

It's been 5 days and they won't tell me anything while holding my $7000 hostage (this money is not attached to any sort of roll over requirements which is confirmed by live support)

Things they can't tell me about my account

Why it was locked? What department is handling my account? How long will this process take?

Things they can tell me about my account

My funds are still there

AskGamblers please help!

Resuelta

$7,000

Bank transfer never happened

Completely verified. Submitted cash out via bank transfer which their timeframes was 10 minutes to 5 days.

It’s been 5 days and nothing has been transferred. This seems to be a common theme for them.

Repeated emails go unanswered. It does not take long in this age to do a simple bank transfer! I should have researched. Shame on me.

Resuelta

$4,000

Verification problem with the casino

I played on LeoVegas and won some money I wanted to withdraw. Once I withdrawed €1500 I recieved an email that I should verify my account and I proceeded to do so. Unfortunately when I came to my Identity verification it asked me to upload a photo of my passport or drivers licence - I do not own any of that, I have only my Identity card. I contacted support to check if they are approving that and was told that they do so and they sent me new links to upload it. When I pressed on link it didn't give me that option still. I contacted support again and they told me to send an email and I did - to this day I still haven't recieved any feedback. So I decided to contact support again when they told me they do not accept ID card only passport and/or drivers licence once I told them their colleague told me differently they said that they actually do accept it and that I should upload it in drivers license part and that they will accept that. When I uploaded my ID card in drivers license section they just rejected it and said it's wrong document. I really only want to verify my account and withdraw money and they are making it impossible. I am very frustrated and stressed with this situation and don't know who else to contact regarding this issue. I had similar problem with my proof of address - I uploaded 2 different documents dated less than 3 months from today and they just kept rejecting it. They just keep changing stories and it became very frustrating and stressful for me to deal with.

Resuelta

€1,500

Will not verify my account

I have been able to deposit smoothly my whole time using this casino, no issues or setbacks with that side of the site at all, they like that part, soon as I withdraw as I hit some profit from my initial deposit I was hit with a verification phase that has been going on for quite some time, even though on email my account has been verified.

They then locked my account and support has told me to be patient.

Patience has ran out now and I am absolutely fuming with the lack of communication from the casino regarding my account the time it will take.

I have attached documents for you to see that all requested documents have been accepted and verified.

Rechazada

Account as been locked

I tried to place a bet on an online casino game and was told my bet exceeded the limit. I contact Leo Vegas the casino I’m playing with for them to say my account is under review and I would not be able to play or withdraw my money. They said someone would be in touch via email and that they didn’t have a time frame.

My current balance is £5440.20 if I can remember correctly. 2 days later I went to log in to be told my account was locked due to security reasons. I contacted them again and was told that someone would email me and that again they didn’t have a time frame.

I have seen other players have this issue and I refuse to wait weeks or months to gain access again to my account. I’m sorry but issues like this should take no longer than 24 hours to resolve. It has now been coming upto a month and I am still getting the same automated response!! All I’m being told is that my account is under review and it is locked due to security reasons. I have been told that the relevant department will email me but this hasn’t happened. I have been waiting ages keep getting told the same everyday!!

I sent 3 months worth of bank statements and 3 months payslips I can’t get as I don’t work on have emailed loads stating that Still waiting for a response and for my account restrictions to be lifted

All I keep getting told is to wait 3 to 5 days every 3 days And still with no reply or email it’s starting to be a JOKE

With all the bad reviews I’ve read I just want my money back in my account then I’m out!!!!

Resuelta

£5,440

Stalling withdrawal at LeoVegas

Hello!

I have been trying to withdraw my winnings (240,10€) from LeoVegas casino, and have to say that it has been a nightmare!!! I have spent hours with live chat ... no use. They just return funds to my gaming account and say the provider(trustly) has issues (strange bcs deposits go through).

November 25th I got an e-mail stating that my withdrawal has been approved and in my bank account in 2-5 business days...guess what...no luck. So I contact live chat again and not 2-5 business days anymore, but 10-15 which I don't buy anymore. They are doing things this way then!

Resuelta

€240

Deliberately imposing impossible verification procedures and refusing perfectly valid document

Dear Ask Gamblers,

I am being driven round in circles by Leo Vegas, who are intentionally stalling verification in order to hold onto my funds.

My ID has been approved.

I was originally asked to upload my Proof of Address document on September 22nd. I uploaded this as requested, and was told that it was verified.

Sept 23 - Was told Proof of Address was actually not verified, and I needed to upload a Proof of Address. No explanation was given.

Sept 23 - Was told Proof of address accepted, then later told it wasn't. No explanation given

Sept 24-28 - The same cycle repeats, with Leo Vegas emailing me to say Proof of Address accepted, then reverts to not accepted.

When I confronted them about this on live chat the first time, they said I need to upload an alternate document. I asked what the reason for this is, since Bank Statement is clearly one of the documents they accept, and was told to simply upload a Utility Bill or Tax document.

I'm a student. I live in a student address and don't have either of these. I've explained this 3 times on live chat, to Nick, who is most unhelpful.

I'm continually being asked to upload another document, when I've explained I don't have one. I deposited money, knowing that a bank statement would be accepted, and for no reason, they're refusing to accept it.

From viewing other complaints on Leo Vegas, it's clear this is an ongoing practice that Leo Vegas impose in order to hold onto funds.

The amount of my withdrawal is $6,399.50. Leo Vegas obviously feel this is worth trying to hold onto, by pulling these fake excuses.

I've attached proof of Leo Vegas telling me my account is verified. I've also attached my Proof of Address here. Its a Canada TD bank statement. One of the biggest banks in the country. I'm not sure what their problem is.

Mack

Resuelta

$6,400