Queja #440
LeoVegas Casino
Endless verification issues and delayed payment
hace 3 años
As a customer who was very happy with Leo Vegas for years, after my recent and ongoing experience, it is a bad as bad gets.
Several days ago I deposited $800 dollars. I won $20,000 (not uncommon for me). I then attempted to withdraw $4,000 of it. They immediately requested additional information to verify my account.
I have uploaded everything requested, passport, bank statement, proof of payment, utility bill, etc. Everything is accurate and corresponds with one another.
They will not release my withdrawal. Here's how it's been going: Sorry, we need more info, I submit it, it's approved, then they ask for something else. Once I provide that, they approve it, then revert back to asking for the same document that I've previously submitted.
This has been going on for days, and I've spent over four hrs on live chat trying to get the matter resolved. Yesterday, the chat agent said that they only need my bank statement showing that the deposits I made to Leo Vegas came from my account. I uploaded them, then was told to write back tomorrow (this morning) since the person who needed to review the document was not in. I patiently waited until this morning, and saw that was document was approved and that my account was fully verified (as it has been 99% of the time). I then open a live chat with the same rep I spoke to yesterday, and immediately my account was no longer verified that they requested more information again, the same information that I had previously provided that was approved. I uploaded again, then, as per yesterday, she says "I'm sorry to do this to you again", but the department is not available today to approve it. Again!
So tomorrow morning it will be approved and I'll be fully verified. Then when I contact support it will start all over again. They be un-verify me and ask for the bank statement again, that was already approved, proof of payment again that was already approved, etc.
This has happened fifteen different times. I submit, they approve, then ask for more, they approve, then go back and ask for something that I've already provided.
They will not pay me. I have literally submitted everything requested and their practices are too obvious. I have all chat transcripts and documents I've uploaded. I've literally given them access to all of my personal and financial information and they continue to play these games.
I don't have any more time to waste on this. I've spent my entire long weekend trying to have this resolved and its resulted in a marigold round.
I'm disgusted with Leo Vegas. Their actions are shameful.
Denis
Several days ago I deposited $800 dollars. I won $20,000 (not uncommon for me). I then attempted to withdraw $4,000 of it. They immediately requested additional information to verify my account.
I have uploaded everything requested, passport, bank statement, proof of payment, utility bill, etc. Everything is accurate and corresponds with one another.
They will not release my withdrawal. Here's how it's been going: Sorry, we need more info, I submit it, it's approved, then they ask for something else. Once I provide that, they approve it, then revert back to asking for the same document that I've previously submitted.
This has been going on for days, and I've spent over four hrs on live chat trying to get the matter resolved. Yesterday, the chat agent said that they only need my bank statement showing that the deposits I made to Leo Vegas came from my account. I uploaded them, then was told to write back tomorrow (this morning) since the person who needed to review the document was not in. I patiently waited until this morning, and saw that was document was approved and that my account was fully verified (as it has been 99% of the time). I then open a live chat with the same rep I spoke to yesterday, and immediately my account was no longer verified that they requested more information again, the same information that I had previously provided that was approved. I uploaded again, then, as per yesterday, she says "I'm sorry to do this to you again", but the department is not available today to approve it. Again!
So tomorrow morning it will be approved and I'll be fully verified. Then when I contact support it will start all over again. They be un-verify me and ask for the bank statement again, that was already approved, proof of payment again that was already approved, etc.
This has happened fifteen different times. I submit, they approve, then ask for more, they approve, then go back and ask for something that I've already provided.
They will not pay me. I have literally submitted everything requested and their practices are too obvious. I have all chat transcripts and documents I've uploaded. I've literally given them access to all of my personal and financial information and they continue to play these games.
I don't have any more time to waste on this. I've spent my entire long weekend trying to have this resolved and its resulted in a marigold round.
I'm disgusted with Leo Vegas. Their actions are shameful.
Denis
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