Reclamação #148 Cassino LeoVegas

LeoVegas Casino - Account closed, still not getting a response 11 days later

Por Tasi90

há 6 anos

Hello everyone,

didn't have any problems before this with LeoVegas and always got fast responses from support e-mails (1 to max 2 days). My account was created 3 month ago, verified and I got a cash outs as well in the past.

My account has been locked since 18.06.2019 (11 days ago). I got an email stating that they needed to close my account due to secuity reasons because I once mentioned to live chat that I gambled while I was not 100% sober after a party. They said they forwarded my issue to the department of responsible gaming and they will contact me.

Since then I didn't get any update whatsoever. I answered their e-mail and continued to write with live support every 2-3 days and ask for an update and they can never tell me anything other than that there is no update. I wrote an e-mail 1 week ago again and didn't get a response. I called support at the start of the week and they couldn't tell me anything as well, not even a timeline.

Not sure what to do next other than waiting. I really don't understand why it takes so long to look at my account and just want to get an actual answer and resolve my issue. It's kind of frustrating to not get any update or information on my account.

Thank you for helping me.

Cassino em disputa Cassino LeoVegas

Motivo Encerramento de conta

Discussão

AskGamblers

• Support Team

há 6 anos

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.

Tasi90

há 6 anos

Oh wow, as soon as I contacted them and asked to close my account my issue could be resolved and my account could be unblocked.
Kinda strange, but oh well. It's all good now I guess.

Tasi90

há 6 anos

I think this topic can be closed.
I asked Leovegas to close my account today. I'm tired of all this waiting and not getting a proper response or no response at all.

Very sorry about this because I was very happy with Leovegas before my account was closed. But ever since then all I got was terrible communication on their end. :(

Thanks for giving me the platform here, askgamblers.

Cassino LeoVegas

• Representative

há 6 anos

Hello TASI90,

Thanks for getting back into contact with us.

Please note that not all departments are available over the weekend. Please rest assured that if you have been advised this with the relevant department, they shall be back to you as soon as possible.

Thank you for your continued patience and cooperation.

Have a great day!

Raio-X do Cassino LeoVegas

Resolvido 149 / 164

Valor médio $5,923

Duração média da reclamação 9 dias

Resposta média 2 dias

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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.

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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.

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LeoVegas Casino - 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!

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They then locked my account and support has told me to be patient.

Patience has ran out now and I am absolutely fuming with the lack of communication from the casino regarding my account the time it will take.

I have attached documents for you to see that all requested documents have been accepted and verified.

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My current balance is £5440.20 if I can remember correctly. 2 days later I went to log in to be told my account was locked due to security reasons. I contacted them again and was told that someone would email me and that again they didn’t have a time frame.

I have seen other players have this issue and I refuse to wait weeks or months to gain access again to my account. I’m sorry but issues like this should take no longer than 24 hours to resolve. It has now been coming upto a month and I am still getting the same automated response!! All I’m being told is that my account is under review and it is locked due to security reasons. I have been told that the relevant department will email me but this hasn’t happened. I have been waiting ages keep getting told the same everyday!!

I sent 3 months worth of bank statements and 3 months payslips I can’t get as I don’t work on have emailed loads stating that Still waiting for a response and for my account restrictions to be lifted

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