LeoVegas Problem - No withdraw since 04.12.2020

[Askhan070965]

first let me explain some things. im from germany and since decembre we have new casino rules. no more longer autostart, max bet 1 €, only one casino at the same time and more. furthermore we have to go through the verification process again. for this, some casinos or sportsbooks offer specials promos. leovegas gave a 10€ raw bonus for the verification process. okay, i did it again, got the 10€, played a while, won 140€ and requested a withdraw to my neteller account. request was 04.12.2020 and were rejected at 05.12.2020. i contacted the customer service and got the message: technical issues with neteller. after this, i contacted neteller and they assured, that everything is working fine. so in the meantime i made 7 more attempts to withdraw but always rejected. 3 or 4 times with customers support i always got the same answer: technical issues. the last request i did was last monday 11.01.2021 and nothings happens now. the withdraw is always pending. have any other (maybe german player) the same problem too ?

[ValDes]

Hey there @Askhan070965 and welcome to the Forum section  

Kindly notice that you case against LeoVegas has just been reviewed, accepted and processed. Link here: 

LeoVegas Casino - Problem with small withdrawal

Strongly encourage you to limit further forum discussions and focus on providing our complaint team with the best possible cooperation and assistance. 

Good luck with your case!

[Askhan070965]

update 19.01.2021. today i opened a new chat and the supporter pavel tells me, that i have to verify my account again with all needed documents in full. i opened my account, looked at the verification page and....i wonder...all docs are red except my id-card i send before. will send the needed documents later and see what happens then. strange, that after the 4th or 5th chat someone tells me, that i have to do this. always before they said there is a technical problem between leovegas and neteller.

[cocopop3011]

8 hours ago, Askhan070965 said:

update 19.01.2021. today i opened a new chat and the supporter pavel tells me, that i have to verify my account again with all needed documents in full. i opened my account, looked at the verification page and....i wonder...all docs are red except my id-card i send before. will send the needed documents later and see what happens then. strange, that after the 4th or 5th chat someone tells me, that i have to do this. always before they said there is a technical problem between leovegas and neteller.

Hopefully your new ID will be fine. Remember to update your complaint with any relevant info.

[Askhan070965]

update 22.01.2021: made the full verification process at 19.01.2021 with chat supporter daniel. trying to withdraw the money after that...and o wonder...the withdraw would be rejected again 3 more times without any notification. daniel says that the payment department will message me via e-mail when the technical issue is settled. nothing happens by now since the 04.12.2020. all documents are accepted and status is full green. for proof, you can see it in the next 2 pictures.

[Askhan070965]

[Askhan070965]

update 29.01.2021 - okay...got e-mail who said: clear your cache, cookies and make a new small deposit. then delete the old withdraw data and input the new. done so and it works. got today the withdraw. the problem was, that i ever used my neteller-id to deposit and withdraw. but this time i have to use the registered e-mail-adress for deposit and withdraw and it works. sad, that the support needs nearly 8 weeks to know this and give me a correct instruction for the process.

[ValDes]

22 hours ago, Askhan070965 said:

update 29.01.2021 - okay...got e-mail who said: clear your cache, cookies and make a new small deposit. then delete the old withdraw data and input the new. done so and it works. got today the withdraw. the problem was, that i ever used my neteller-id to deposit and withdraw. but this time i have to use the registered e-mail-adress for deposit and withdraw and it works. sad, that the support needs nearly 8 weeks to know this and give me a correct instruction for the process.

Hey @Askhan070965,

Glad we managed to help you getting the issue successfully resolved.