Reclamo #280 LeoVegas Casino

Locked Account with Large Balance, No Reason Given

Da EbertSport

7 anni fa

I signed up at Leovegas 3 weeks ago and unfortunately lost €10,000. They were happy to take my money and even gave me a bonus for losing so much in one day.

I again deposited a few days later 8k. I managed to win a sizeable amount of money playing live casino games including getting very lucky on baccarat, their top card game, roulette, as well as blackjack. My lucky timing could not have been any better. The only thing I am guilty of is being lucky and winning. They processed cashouts for half my winnings. Then they suddenly decided to stop processing withdrawals while they "investigated" my account. I just shrugged and said go ahead and investigate all you want, I have nothing to hide.

Four nights ago after another winning session, I tried to log into my account and it had been locked "for security reasons." They have refused to elaborate, give me a timeframe of this investigation, or any information other than dragging their feet and claiming they are security checking my account. I have given them all my documents. I have given everything they have asked for. I am completely verified. They refuse to divulge what or why my account is locked. They have also refused to give me a timeframe of when my account will be reopened. This is something that a scam casino site does to its players. I am very disappointed and scared because I know they are fully licensed in Ireland, and the UK and I thought I could trust them with my money but apparently not. In addition I have a sizeable balance in my account which is now in the hands of LeoVegas and locked away from me which frightens me.

I have followed all of their TC's, I do not have multiple accounts. All my documents have been verified and my account is verified. I am not on a safe gambling list. They even admit when I ask in live chat that my account is locked for no reason other than "security checks" but they wont provide any other information. For them not to give me a timeframe or update me on what is going on is very unprofessional. I have a sizeable amount of money in my account they have locked, and to seperate me from this, and at this time essentially confiscate my funds is unacceptable. They are not following any rules except their own as they go along because they do not want to pay out a winner, and they are doing whatever as they please with my account.

This is not the behavior of a fully licensed casino, nor should they be given good reviews if this is what they do to high playing gamblers. I demand answers from them, and I demand my money be released. This is unacceptable behavior towards a customer because I won. I did not see my account locked or any investigations ongoing when I was losing. But suddenly I started winning, and they want to make things difficult for me. This is a scam right out of the what a bad casino would do. I am very frustrated and upset and I do not know where else to turn to make LeoVegas pay me my money I won. They are happy to collect losers money, but when it comes to paying out winners they delay and delay and delay. They should be ashamed of themselves

If they want to do a security check because of the size of my winnings that is fine they can go ahead and do that. But to give me no timeframe lock a large balance in my account, and give me no updates as to what is going on is absolutely ridiculous. They cannot just seize people's money because they feel like it. I want this resolved as quickly as possible.

Casinò contestato LeoVegas Casino

Motivo Chiusura account

Importo €52000

AskGamblers

• Support Team

7 anni fa

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

EbertSport

7 anni fa

This case has been resolved. My account is unlocked, and I have been paid in full... finally.

After almost a month of an agonizing wait. As well as zero transparency from LeoVegas, my account was suddenly unlocked and my winnings were paid. They never divulged why they locked my account for the extended period of time. Unfortunately reading other complaints this seems to be a common occurnce from them which is too bad. They will lock accounts for extended periods of time without divulging any information, and then eventually pay up. It seems really futile that their process takes this long as they lose customers. I no longer can trust them with my money as I have seen, so they’ve lost a customer in me. If they were more organized and didn’t drag their feet when it came to this process and made it a more transparent process, they would be doing themselves a big favor. I understand an investigation was warranted in my case, but the amount of time and lack of details completely left a sour taste in my mouth, as well as a sour experience for me. I will be bringing my gambling dollars elsewhere.

EbertSport

7 anni fa

Leovegas refuses to offer any information or transparency either publicly or privately. Meanwhile my €52,000 balance has been locked up by them going on four weeks with zero explaination.

I would request that Askgamblers intervene and request that LeoVegas start giving answers. Leovegas does not have a right to confiscate/lock funds of players for prolonged periods of time who is only guilty of winning.

EbertSport

7 anni fa

You haven’t provided and specific information to me privately either. You continue to stall Payment of winnings and hide behind “security checks.”

This is still unresolved, and Leovegas refuses to play fair and are only playing by their own rules.

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