Refusing to refund my deposits despite their own terms and conditions

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

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

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!

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.

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

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!

I played on LeoVegas and won some money I wanted to withdraw. Once I withdrawed €1500 I recieved an email that I should verify my account and I proceeded to do so. Unfortunately when I came to my Identity verification it asked me to upload a photo of my passport or drivers licence - I do not own any of that, I have only my Identity card. I contacted support to check if they are approving that and was told that they do so and they sent me new links to upload it. When I pressed on link it didn't give me that option still. I contacted support again and they told me to send an email and I did - to this day I still haven't recieved any feedback. So I decided to contact support again when they told me they do not accept ID card only passport and/or drivers licence once I told them their colleague told me differently they said that they actually do accept it and that I should upload it in drivers license part and that they will accept that. When I uploaded my ID card in drivers license section they just rejected it and said it's wrong document. I really only want to verify my account and withdraw money and they are making it impossible. I am very frustrated and stressed with this situation and don't know who else to contact regarding this issue. I had similar problem with my proof of address - I uploaded 2 different documents dated less than 3 months from today and they just kept rejecting it. They just keep changing stories and it became very frustrating and stressful for me to deal with.