Reclamo #38 LeoVegas Casino

Account verified since one month but LeoVegas still doesn't pay out

Da muzzica12

10 anni fa

I registered at LeoVegas on the 23rd of October 2016. I was new to the world of online casino's. I chose LeoVegas because of the good reviews about their helpdesk.

I played on a slot machine and... yes, beginner's luck! I won a nice amount of money. Within an hour I had a profit that I never made in a real casino before. LeoVegas congratulated me and made me a VIP.

I made a withdrawal of 500 euro to the bank account I registered with, was asked to verify my account and so I did. I received the money within a few days. But then I realized it would be a problem to transfer 4000 to that bank account, since my girlfriend has access to it as well and I can't keep snugging away the written bank statements I receive here. She had bad experiences in the past with a boyfriend who gambled and even though I'm a recreational player (once or twice a year I play in a real casino), she wouldn't understand. Profit or debit, doesn't matter.

So I added my other bank account to LeoVegas (of which I don't receive written statements at home, but online), was again asked to verify which I did and it was added to my player account. I made a withdrawal of 500 euros and it was on my bank account a few days later. Great, so far!

Then I decided to add my credit card as well because I wanted to gamble some more. I made a deposit, played a bit, won a bit and then wanted to withdraw the 4000 to my creditcard. Was once again asked to verify, which I did. Creditcard was added to my account.

But then: my withdrawal was cancelled. I got some lame excuse that it was only possible to make a withdrawal to the bank account I registered with. Ever since, I'm trying to get an explanation for the fact that I WAS able to withdraw to another VERIFIED bank account before and why they made me verify my credit card if it's not possible to withdraw to a credit card.

It's NOT mentioned in the Terms & Conditions. What it says there is:

3.1.11 In relation to deposits and withdrawals of funds into and from Your Member Account, You shall only use funds, credit card and other financial instruments that are valid and lawfully belong to You.

It's for almost ONE MONTH now that I'm receiving autoreplies and no one cares to explain me why suddenly they don't wanna pay out anymore. If it were the case from the very first beginning, ok, I would have understood. But they suddenly decided otherwise. They cancelled at least 5 of my withdrawals so far.

I keep receiving autoreplies about fraud protection, but how on earth can this be a matter of fraud when my account and used payment methods are all verified and I was able to withdraw at first?

I filed a complaint, explaining the situation once again, which was answered by the same help desk supporter a few hours later already with yet another autoreply and still NO explanation whatsoever.

To me it feels like they just don't wanna pay out the money that I legally and honestly won. 500 wasn't a problem but when I wanted to transfer the whole 4000, suddenly their rules changed. They can't do that!

I don't know what else to do anymore because either calling or mailing their helpdesk doesn't give me the answers I'm entitled to have and after a month I'm really getting stressed out about the fact they have all my personal info now including my credit card info and my money is still there and not with me. It all feels like a big scam and instead I'm the one who feels treated like a criminal, while they are the ones who act like it.

LeoVegas, not that I have much hopes of you ever being clear and honest with me, I will ask once again: could you finally answer my questions and explain why I was able to withdraw to my second bank account before and why I had to verify that bank account +creditcard if you claim it's not possible to withdraw? Something just smells veeeeery funny here. Please answer me in a private message for my user name at LeoVegas, thanks.

Casinò contestato LeoVegas Casino

Motivo Pagamento rifiutato

Importo €4000

AskGamblers

• Support Team

10 anni fa

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

muzzica12

10 anni fa

Update: I've been in touch with leoVegas by PM and finally received a proper and personal explanation about what happened.

It's indeed the case that when you win money using bank account A, you can't withdraw your winnings to bank account B even if they're both verified. They will track down your winnings to the same method used as the one you deposited with.

The reason this sounded like nonsense to me was because I could withdraw to B once before. But now I understood that was an error from their side. If Customer Support would have admitted that right away, it would have saved both LeoVegas and me a lot of emails and trouble ;) Same goes for not having this mentioned in the Terms & Conditions in a clear way. I hope they will change that in the near future.

Well, better late than never. I have to point out that the conversation I had here was very polite and I appreciate the personal approach and help that I received. THAT is the LeoVegas customer support I've read about. Thank you so much for that. :)

So yeah, case is solved and I will figure out a way to solve this with my girlfriend. After all, it's still a winning and that's something I do have to point out as well: I guess LeoVegas has great slot machines haha.

Thank you Askgambler for this great website and thank you to the LeoVegas support at here for finally clearing my headache ;)

Kind regards, L.

Statistiche sui reclami di LeoVegas Casino

Risolto 152 / 167

Importo medio $5,878

Durata media del reclamo 9 giorni

Risposta media 2 giorni

Reclami su LeoVegas Casino

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Leovegas Casino - Non mi fa prelevare e blocca senza motivo

Buongiorno, vorrei chiedervi se potete gentilmente aiutarmi a recuperare una somma abbastanza modesta ma comunque importante per me, sono iscritto a questo sito da circa un mese e inizialmente ho perso e basta, qualche giorno fa per la prima volta vinco qualcosina tipo 215 euro e una volta chiesto il prelievo di 65 euro mi bloccano conto senza motivo, chiedono invio documenti quali residenza, paypal, e titolarità conto, tutti e tre inviati prontamente e anche verificati ed approvati subito, poi però iniziano a dire a breve le scriveranno e si troverà la soluzione per passare ad essere tra poche ore a breve ora invece rispondono di aspettare senza dire a breve, io ho fornito già tutto e il tutto è anche stato approvato e non voglio nemmeno giocare più sono deluso vorrei solo che mi siano dati i soldi che mi spettano, per favore se potete aiutarmi per favore

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Sono attualmente depositati sul sito leovegas casino 1,79 euro e 400 euro sono stati chiesti in prelievo sulla stessa carta utilizzata per il deposito, almeno 4 volte, e il pagamento risulta sempre sospeso ed in attesa di autorizzazione. Sono stati chiesti copia della carta fisica (regolarmente caricata nel sito) e copia del cedolino bancario comprovante la titolarità del conto.(anch'esso caricato)
Impossibile prelevare!
Dal momento che ho chiuso il conto, in questo momento non si può più accedere, non è stato chiesto dove si desidera ricevere il saldo.
Senza parole!
Ho tutti gli screenshot qualora servissero

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2 mesi per pagare 150 euro

il 16 giugno mi registro su leovegas, verifico i documenti, carico 100 euro e gioco per circa un'oretta alle slot, rischio di perdere tutto ma poi arrivo a 151 euro circa sul conto. Non di certo una grande cifra, ma sempre 50 euro in più rispetto ai 100 iniziali. Allora decido di prelevare.
fin qui tutto bene, tranne che il giorno dopo provo ad accedere al mio account e risulta bloccato. Qui inizia il cinema.

Contatto l'assistenza e mi viene detto " il suo conto è bloccato per un controllo di routine, la contatteremo appena il dipartimento di sicuirezza ci darà l'ok".
Decido di attendere, passano i giorni e le settimane... ogni tanto contattavo l'assistenza clienti e mi sentivo sempre dire le stesse cose " è in corso un controllo di sicurezza, la contatteremo ecc ecc."
oggi 22 agosto è successo l'incredibile, torno dalle vacanze decido di riprovare a contattare l'assistenza sottolienando che ho un accoutn bloccato da 2 mesi. L'operatore mi inizia a fare domande del tipo "Quanto pensi che il gioco d'azzardo influisca sul tuo umore" e cose del genere per poi concludere dicendo che appena il dipartimento di sicurezza valuterà le mie risposte verrò contattato da loro...

insomma più di due mesi per cosa? per sentirmi ripetere nuovamente le stesse cose.... ma la cosa che mi fa più arrabbiare è che si tratta di 151 euro non di 15 mila euro !!! Ormai io l'ho presa come questione di principio quindi non intendeo demordere.

Scrivo su questo forum perchè ho visto che altre questioni simili sono state risolto, spero possa succedere lo stesso a me.... altrimenti procederò per vie legali perchè questo comportamendo del casino mi sembra inaccettabile e per di più una presa in giro, ripeto per 150 euro!

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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

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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.

Risolto

$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!

Risolto

$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.

Risolto