LeoVegas Casino - Account has been Locked

Hi FFF1

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, 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 Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Hi.

I have already done this numerous times and have been hit back with the same response stating there is no time frame available and these matters can take weeks or months. I want access to my account so I can take my funds and go elsewhere.

Hi FFF1

Thank you for contacting us.

If you have reached us and we have already made a final decision, please, email us with your questions. Please, could you either reply to the last email we sent you or send a new one with the subject FAO Complaints Team using the email suppor­t@l­eov­ega­s.com.

Thank you and have a great day!

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!

Hi FFF1

If the team is already checking your case we will email you once the review is done. We appreciate your patience while we are investigation your case. As soon as possible you will receive an answer.

Thank you and have a great day!

I received an email yesterday stating I should send 3 months worth of bank statements and 3 months worth of payslips which I sent straight away. Still waiting for a response and for my account restrictions to be lifted

Hi FFF1

As already mentioned, If the team is already checking your case we will email you once the review is done. We appreciate your patience while we are investigating your case. As soon as possible you will receive an answer.

Thank you and have a great day!

All I keep getting told is to wait 3 to 5 days every 3 days. Seems like an endless cycle. No resolution as of yet.

Hi FFF1

As already mentioned, If the team is already checking your case we will email you once the review is done. We appreciate your patience while we are investigating your case. You will get an answer as soon as possible.

Thank you and have a great day!

I have been waiting a very long time now. This is just getting beyond ridiculous. I have sent everything you have asked for and still
Nobody is getting back to me!!

Hi FFF1

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

As already mentioned, If the team is already checking your case we will email you once the review is done. We appreciate your patience while we are investigating your case. You will get an answer as soon as possible.

Thank you and have a great day!

Dear LeoVegas Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

It has now been a month since I had access to my account. I sent the documents requested weeks ago and haven’t heard a thing!!! This is frustrating and shocking!! No other casino does this!!

Hi FFF1

Thank you for contacting us.

As already mentioned, If the team is already checking your case we will email you once the review is done. We appreciate your patience while we investigate your claim.

As per our terms and conditions, if you have an account with us you agreed on the following:

8.3. To maintain a high level of security to protect your funds, you accept that we will perform such identification, credit and other verification checks from time to time as we may require or as may be required by applicable laws and regulations and/or by the relevant regulatory bodies (together the "Checks").

For the verification checks, the team will take the necessary time, we appreciate your time and your patience.

Thank you and have a great day!

It has now been over a month since I had access to my account!!! This is absolutely disgraceful and something needs to be done about it!!!

Hi FFF1

Thank you for contacting us.

As already mentioned, If the team is already checking your case we will email you once the review is done. We appreciate your patience while we investigate your claim.

As per our terms and conditions, if you have an account with us you agreed on the following:

8.3. To maintain a high level of security to protect your funds, you accept that we will perform such identification, credit and other verification checks from time to time as we may require or as may be required by applicable laws and regulations and/or by the relevant regulatory bodies (together the "Checks").

For the verification checks, the team will take the necessary time, we appreciate your time and your patience.

Thank you and have a great day!

I feel like this is becoming a joke now. I am continually being asked for more documents and then when I send it’ll take weeks for them to get checked and I’ll then be asked for something else. This is extremely frustrating now and I cannot deal with it anymore. I am then being asked who people are on my bank statement!!! How is this fair or even relevant??

THIS IS BECOMING A JOKE NOW.

First I was told Following a thorough review of the provided documentation and your recent account management I can confirm your account has now been verified in line with this process and at this stage we do not require any additional documentation.

I have passed your account on to our Safer Gambling team who will be in touch with you in due course.

Next I was told

now that your documents have verified, they need to be reviewed. We will be in touch via email as soon as this has been done, in the meantime your account will remin temporarily restricted. Due to workload I am currently not able to give an exact time, but we will do it as soon as possible.

GIVE MY ACCOUNT BACK ITS BEEN SO MANY WEEKS!!!!!!!!

Dear FFF1

Thank you for contacting us.

As already mentioned, If the team is already checking your case we will email you once the review is done.

We would like to confirm that the team can take the time they need to review and they can ask for as many documents as they need, always under a reasonable process of checking following the gambling commission rules.
We appreciate your patience while we investigate your claim.

As per our terms and conditions, if you have an account with us you agreed on the following:

8.3. To maintain a high level of security to protect your funds, you accept that we will perform such identification, credit and other verification checks from time to time as we may require or as may be required by applicable laws and regulations and/or by the relevant regulatory bodies (together the "Checks").

Thank you and have a great day!

Dear FFF1

Thank you for contacting us.

As already mentioned, If the team is already checking your case we will email you once the review is done.

We would like to confirm that the team can take the time they need to review and they can ask for as many documents as they need, always under a reasonable process of checking following the gambling commission rules.
We appreciate your patience while we investigate your claim.

As per our terms and conditions, if you have an account with us you agreed on the following:

8.3. To maintain a high level of security to protect your funds, you accept that we will perform such identification, credit and other verification checks from time to time as we may require or as may be required by applicable laws and regulations and/or by the relevant regulatory bodies (together the "Checks").

Thank you and have a great day!

Dear LeoVegas Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers,

Thank you for contacting us.

We can confirm that this case has been resolved from our side.

Thank you and have a great day!

Dear @Fff1,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear all,

Following an email confirmation from the complaint's submitter, 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.