Reclamação #139 Cassino LeoVegas

LeoVegas Casino - Account locked for more than a week without a reason

Por Ants K.

há 7 anos

Hello,

Last Thursday I have made a deposit of 1200 NOK to LeoVegas casino, I got bonus 150% which I successfully wagered playing Jimi Hendrix slot. After that I played more and as a result I had 90k NOK on balance.
My account was locked.
I have sent ID, Selfie, passed phone verification by their manager and sent additional documents the requested.
After that they are not replying and during live chat correspondence they just say that account was locked due to Random Security Check and they don't know when it will be restored.
I dont have any other LeoVegas Casino accounts and I completely unaware about the situation.
Please assist me to resolve it.

Thank you

Cassino em disputa Cassino LeoVegas

Motivo Problemas de verificação

Valor kr90000

Discussão

AskGamblers

• Support Team

há 7 anos

Dear @antsklaar,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Cassino LeoVegas

• Representative

há 7 anos

Hello ANTSKLAAR,

Thanks for getting back to us.

Please note that if you have sent an email as directed you shall receive a response as soon as possible.

Thank you for your patience and cooperation thus far.

Have a great day!

antsklaar

• Noruega

há 7 anos

Hello, I have sent you email here: support@leovegas.com. With all the details on May, 17th.
I have received confirmation email that you received it, but nobody has replied on it.
I believe you are able to locate that email and reply.
Regarding that I will keep that post alive and write when you reply on it or not.
Also I want to have an adequate reply, why my account is locked for almost 2 weeks with money on it and why are you not responding.

Thank you.

Cassino LeoVegas

• Representative

há 7 anos

Hey Ask Gamblers,

As previously discussed, due to data protection and GDPR regulations we are unable to accept any information provided through a third party site.

The player would be required to contact us directly through the email provided.

Thanks

LeoVegas Complaints Team

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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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)

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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

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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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