Reclamo #44 LeoVegas Casino

Blocked account after making withdrawal

Da Raed032

10 anni fa

Hello i made a account last month with leovegas using email ****************@googlemail.com i jad played two games calked starburst and rainbow richies and won £615 and made a successful withdrawal and received my winnings. I was very happy.
I decided to put in my winnings over a time as i won it and played a very fair game.

Now last week aroundd the 20th of december 2015 i played two more games and won £450, i then decided to make the withdrawal and left it a couple of days. After this i decided to return my withdrawal and play again i got down to £300 and made the final withdrawal.
The thing that shocked me was when i went to log in my account around the 23rd of december15 i noticed my accound was blocked so i got straight in touch with leovegas and told them the situation.i was told that the situatio was in the hands of the payments team and that i shall here from them soon. It is now the 29 of december and i have still not heard anything. I have made another call and email today and im told the same thing.
Also there was no bonuses on my second withdrawal hence the £615 win.

This is the email i sent.

Hello my name is richard ******** of *************.

My dob is 11/02/****.

I tried to access my account last night and seen it was blocked. I do not understand the issue that has arrisen.

I made a withdrawal of £300 the other night. I did phone last night to see what has gone on and all i was told that the issue is in the hands of the payments team.

I have provided all documents required as i previously withdrawn £615.

I HAVE ATTACHED a copy of my passport. It has expired but my birth certificate is with it.

I wish for this to be resolved with immediate effect also the money i won to be paid to my bank card ending 2402.

Regards

Reply.

Hi Richard
Thanks for getting in touch with us today.
We have received these documents and we will pass them to the relevant department.
Unfortunately I have no additional information to provide you with at this stage.
We cannot unblock your account and once more information becomes available you will be informed, Support staff cannot provide a time frame on this and its just a matter of waiting for a reply now.

Thank you

Best Regards,
Jason
Leo Vegas, Customer Support

Other email
Hello. Is the payments centre back open today as i am owed funds which i withdrawn.
My account was blocked after and im not sure why.
I have sent copy of passport and birth certificate. They are also aware that my passport has expired.
I was paid out last time of £615 and would like my winnings.

Kind regards

▶ Show quoted text

Reply
Sacha (Leo Vegas)
29 Dec 11:56

Hi Richard,

Thank you for both your co-operation and also the documents that you have sent in!

The relevant department will be in touch very soon.

Have a nice day.

Best Regards,
Sacha
Leo Vegas, Customer Support

Kind regards

Casinò contestato LeoVegas Casino

Motivo Ritardato pagamento

Importo £300

AskGamblers

• Support Team

10 anni fa

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

Raed032

10 anni fa

Also leo vegas owes me £50 as they took this from my account on the 8th of december without my authority. This was the whole issue as then leo vehas blocked my account for this reason. Obviously this was there error and i the customer was made to wait. I do have the evidence to back this up as i let my bank no. They advised me if i do not recieve this money by the 20 jan 16 them the bank will take action.
They will look into all the deposits made

Raed032

10 anni fa

Hello yes the issue has been resolved though the whole situatio was totally uneccesary and it has caused me some problems

AskGamblers

• Support Team

10 anni fa

Dear @Raed032,

Any news regarding your complaint? Thank you.

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

Vedi tutti i reclami per questo casinò

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

Risolto

€65

Mancato rimborso somma vinta

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

Non risolto

€400

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!

Risolto

€150

Prelievo accettato mai arrivato

Ho effettuato un prelievo di 4 mila euro in data 06/07 la somma inviata da leovegas non può essere accreditata sulla mia postepay quindi poste italiane mi ha detto che ha rimandato indietro la somma, ho inviato a leovegas estratto conto che certifica che sulla mia postepay non è stato accreditato nulla, Inoltre contattando l'assistenza svariate volte non sono riuscito a concludere nulla e nel frattempo leovegas mi ha bloccato il conto per ragioni di sicurezza.

Risolto

€4,000

Ti paghiamo ma non ti paghiamo

In data di 03/11/19 ho fato un prelievo di 5000 euro. dopo 2 settimane i soldi non mi hano entrato . ho contatatto il suporto di leovegas nella prima settimana e mi hano detto che i soldi hano entrato dopo la loro verifica. mi hano dato un numero per chiedere alla banca e la risposta dalla mia banca e stata che loro non riescono rintraciare il bonifico , si come non e stato fatto. Puoi li ho mandato il estrato conto in data di 15 /11/2019 per farli vedere che i soldi non hano entrato e adesso mi hano `rimesso i soldi nel conto gioco` senza avisare senza niente . i soldi che hano generato la vincita sono stati versati tramite paysafecard, senza usare un bonus . io adesso vorei prelevare 4500 . come posso fare questa cosa quando loro non mi vogliono darei soldi ? :( devo fare la denuncia per recuperare i miei soldi ?

Risolto

€4,500

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

Non risolto

€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.

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