LeoVegas Casino - Confiscated winnings claiming duplicate account which is NOT true

Hello Emilie,

Thank you for taking the time to raise your complaint.

My name is Sarah and I will be assisting you with your complaint here at Ask Gamblers.

With the username and email address provided when you raised your complaint, I have been able to locate your account and I have also been able to locate the linked account in question. At the moment, due to the multi-account and the subsequent breach of our Terms, this matter is with the relevant department for review. However, I can see that you have been waiting a while for a response so I will chase this matter up for you today and I will reply to you as soon as possible, hopefully with a resolution.

I would like to take this opportunity to apologise for any inconvenience and thank you for your patience, I can fully appreciate the frustration in having to wait for an answer. I will endeavor to have this matter solved as soon as possible.

Would you like to answer when this so-called duplicate account was made? Also, did this account ever send in any documentation to verify its identity? And please answer this as well; does it take you more than two weeks to verify if there's a duplicate account in your system? Cause its been more than two weeks now. Its rather suspect of your casino, wouldnt you agree?

Hello Emilie,

I hope you are well.

Further to your complaint, I can now happily confirm that the matter is resolved and we have contacted you on our support address today to provide you with an update. Kindly note that your account is open and your funds are available to withdraw.

I would like to take this opportunity to apologise for the delay with this matter. The relevant department that investigates these issues has been extraordinarily busy recently hence the reason for the later resolution and the time frame for this matter being handled. For this, you have our sincere apologies and we would like to take this opportunity to thank you once again for your patience.

If you have any questions at all please do let me know and I will be happy to assist you further.

Have a lovely day.

Dear @emaurs91,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.