Reclamo #705 LeoVegas Casino

Still waiting on my bank deposit of 10k

Da Izzymal2010

4 anni fa

I am extremely upset. It has been over a week and I still have not received my payment (by bank deposit) I was told it would take 2-5 business days and I must wait until the 5th day to contact them.

I contacted them on the 5th day and I was told their payment provider did not yet send my funds to my bank and they were having "delays", I was told they would contact them and have this done right away. Very upsetting since if the provider has not sent out my payment, it won't be here within the next day or so

I then contacted support again on the 6th day to ask them to confirm if the payment was sent from the provider. All the people in support would not help me they now have me a new waiting period of 5-7days.

Now when I contact them in the chat to get them to follow up with their provider and confirm my money was sent they say they've done their part and the payment was sent by them to my bank on June 20th but I confirmed on June 25th their provider for not send my payment to my bank.

It's extremely frustrating that is takes 10 seconds to deposit but this long to receive my money. I am extremely worried based on all the reviews that I am not receiving my money anytime soon

Withdrawal made on June 20th/21 today is June 28th/21

- payment confirmation number given 35YDLVC

**LEOVEGAS, I've already sent an email to your support email so please don't reply asking me to send you an email, you have all the information. I want my money this is not acceptable.

Casinò contestato LeoVegas Casino

Motivo Ritardato pagamento

Importo $10000

AskGamblers

• Support Team

4 anni fa

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Izzymal2010

4 anni fa

** UPDATE!! MY FUNDS WERE DEPOSITED TODAY!! **

Thank you so so much ASKGAMBLERS and LEOVEGAS. I feel so relieved knowing the funds came and I can trust leovegas casino going forward!

Thank you :)

Izzymal2010

4 anni fa

Hello AskGamblers,

It's quite easy to see Leovegas is using pre set responses and did not read my complaint whatsoever. I have already sent an email to the requested email with the subject line Fiona/Nil. I received a quite alarming response, brushing of my concerns.

This is my email I sent to them on July 2nd at 3:14pm

Hello Leovegas,

I am contacting you as I am EXTREMELY concerned with what has been going on with my withdrawal request. I'm sending you the timeline and all information here.

1. I made a withdrawal on June 20th which was sent to my bank account,I received an email stating it was sent to my bank and to wait 2-5 business days.

2. 5 business days pass, I contact support and I am told there is a delay with the payment provider which is not okay and you have contacted them to confirm the funds should be in my account by end of day Monday.

3. I contact support on day 6, I am then informed your payment provider has not sent the funds to my bank at all, insets they have made a note on their account saying "ready for refund" I am then told by you the funds will bounced back into my account. I will the make another withdrawal request by different method

4. 7 business days later I contact support, the funds are not back into my account. I am told this has been escalated and an email has been sent.

5. 10 business days later - Today. I am told there is absolutely nothing whatsoever you can do. I am told everytime I check with support that an email has been sent and you are awaiting a response.

It has been 10 business days, almost 2 weeks and your payment provider has been ignoring your emails to have the funds returned to my account. I am extremely concerned and very frustrated with what your casino is doing to me. It is truly not acceptable. Especially for someone as loyal as me who has made SO many deposits.

When/If these funds bounce back into my account I have been told an alternative withdrawal request will be approved, non-bank/ most instant option. I will be using a trusted payment provider - MuchBetter.

This money belongs to me, your casino is responsible for my money. Surely, there must be something done to have my funds returned to my account.

I need a plan of action, I need something more than your team getting frustrated with me... I need something more than "an email has been sent" I need an answer and I need this dealt with. Your payment provider is holding my funds, this cannot be legal.

I need this dealt with immediately.

I look forward to a response as soon as possible with a plan as to how you are getting the money that belongs to me back into my account, this is illegal and I wish not to have to take further action.

Regards,
I*******

This was the response I received on July 3rd at 3:03pm:

Dear Customer,

I hope this email finds you well.

We have tried to contact you in regards to your recent inquiry at LeoVegas. Please could you advise us if you require further assistance with this matter. Should we not hear from you in 3 days' time, we will assume your case requires no further attention.

Should you receive this email and your query is already resolved, please disregard this message.

If you have questions about this or anything else, you can always contact us. We are available 24/7 by email, live chat and by phone.

Thank you for playing at LeoVegas, the king of mobile casino!

***Affer I received this email I contacted the chat, saying no one has contacted me whatsoever what was that response.

The chat reaponded to me saying that email must have been sent in error.... We are still in the same position where they are waiting on a response from our payment provider... No help, no timeline, nothing. i want my money returned to my account and to make my withdrawal again. This is ridiculous

askGamblers, please please help me!

LeoVegas Casino

• Representative

4 anni fa

Hello IZZYMAL2010,

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR I am unable to look into this for you here.

I kindly ask that you email support@leovegas.com detailing the above and putting: FAO Fiona/Nil as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

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