LeoVegas Casino - Game not stated as being ineligible for use of Bonus Funds


Info sul reclamo

Casinò contestato

LeoVegas Casino


£ 300

bekkatuck Regno Unito
pubblicato il 20 settembre 2018


I recently deposited to LeoVegas casino to take advantage of a 100% deposit match. I played through my deposit on the slot 'Beautiful Bones' (not marked as an ilegible slot) and when I lost my £300 cash, I refreshed the game (as the game told me) to play with BOnus funds. I was then told at this point that the game is not eligible to be played with Bonus Funds. This now leaves me £300 out of pocket. Had I known this prior to signing up I would not have created an account and deposited £300.

I would now like one of the following outcomes:

* All bets void and £300 refunded to my account.
* Bonus funds transferred to cash to allow me to play the game that i intended and had every right as per the terms
* The game to be made eligible for bonus play.

pubblicato il 20 settembre 2018


Thank you for taking the time to leave this review.

Firstly, thank you for joining LeoVegas, I'm sorry to hear that you have not been lucky with the real funds which you had deposited on site.

The site would not state every game in a term and condition which is not eligible to be played with bonus funds, as I'm sure you can appreciate, LeoVegas does not create the games, we are simply hosts for game providers, you can even see the same games on multiple websites. These games are frequently reviewed and changed to ensure that we are providing our players with the most up to date games possible.

In the bonus terms it states which games contribute towards wagering percentage, however, does not state games which are eligible to be used with bonus funds.

In response to your requests stated above:

* I'm afraid that should a customer deposit and play through their real funds on an account, LeoVegas would not look to make a refund. Once a bet is placed the funds are consumed instantly, Please see the below term and condition with regards to this -

2.5.2 Notice that LeoVegas products are consumed instantly when playing. Thus, LeoVegas can not provide returns of goods, refunds or cancellation of Your service when playing. If You play a Game with real money, the money will be drawn from Your Member Account instantly.

* Bonus funds cannot be converted into real funds unless they are rightfully won by playing through the correct wagering requirements for the promotion in question. LeoVegas are a highly regulated business and the terms and conditions are in line with the licence.

* This particular game is not currently available to be used with bonus funds, unfortunately, this is a business decision which was made by the LeoVegas casino department. I am going to raise this request on your behalf to see if there would be any way that we could get this changed for future, however, I would not be able to guarantee that this outcome would be favourable for you.

I hope this has given you a better understanding of the casino.

I wish you a pleasant day and luck in your future gaming.

pubblicato il 24 settembre 2018

Dear @bekkatuck,

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.