Reclamação #118 Cassino LeoVegas

LeoVegas Casino - Account locked with 2,200 NZD due to "Random security check"

Por RoaDnz

há 7 anos

On September 16th 2018 I had a large win of 2,200 NZD with LeoVegas casino. Upon my withdrawal attempt, I was informed that my current ID had expired and that I had to update it. Fair enough, I asked the support to "lock my account" so as to remove any temptation to spend my winnings while I ordered a new ID. Upon receiving my ID on the 11th of October, I updated it with LeoVegas and was informed that the account was under a cool-off period for one week. I was never informed of this prior to locking my account, and I never requested a self-exclusion, just a lock on my funds. I have relevant chat logs saved of these conversations. During this week cool-off period, I came to a solution with the support of a wire transfer of the funds. I provided them with a screenshot of a bank statement, along with my SWIFT code and banks address as per their request. This process took another 5 days or so, during which I was told explicitly by the support that my withdrawal had been processed and that I was waiting on my bank for the funds to clear. I also have chat logs and emails corroborating this. As of yesterday, 10/18/2018, after following up with support for a confirmation of my withdrawal, I was told that the wire transfer had been declined due to my bank statement not showing my SWIFT code. Now the SWIFT code is not unique to my account and doesn't show up on any statements, so this would be impossible. I decided to wait for the cool-off period to end and withdraw the normal way. Now after the cool-off period has ended, upon trying to access my account. I have been told that my account is still locked due to "random security checks" and this cannot be given a timeframe. I feel as though my withdrawal has been indefinitely stalled with no recourse for me. I have given LeoVegas no reason to lock my account and complied with their requests to the letter. Why could this check not be performed while my account was locked for nearly a month while I procured my ID? I have saved chat logs of all the relevant interactions, I can't see where to provide these but will happily provide them upon request. I just want to get this resolved as quickly as possible and get an answer that isn't just "we have forwarded this to the relevant team". Thank you.

Cassino em disputa Cassino LeoVegas

Motivo Pagamento atrasado

Valor $2200

Discussão

AskGamblers

• Support Team

há 7 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.

RoaDnz

• Califórnia

há 7 anos

RESOLVED. Sorry for the waste of time

RoaDnz

• Califórnia

há 7 anos

UPDATE: I now have access to my account and have attempted a withdrawal. I will update again if the funds reach my account. Thanks

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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Problema de verificação

Fiz a confirmação da minha conta 3 vezes ainda assim estão me pedindo para enviar os documentos pela 4 vez, acho um abuso com o cliente pois na captura de tela que estou enviando a vocês está escrito nitidamente que minha conta foi validada com SUCESSO, então pra mim isso significa que estão enrolando para ver se eu reverto o saque, mas estou precisando muito deste dinheiro, podem me ajudar?

Resolvido

Pagamento nao efetuado

Fiz um pedido de retirada 13/12 / 2019. no cassino on-line de Las Vegas. No entanto, até agora, eles ainda não me pagaram e também bloquearam minha conta. primeiro, eles me pediram o número da minha conta bancária para me pagar e depois me deram um código de pagamento errado. Depois de alguns dias, eles me informaram que havia um erro e os fundos voltaram para a minha conta. Isso é um absurdo. Eu nunca ouvi isso. hoje é 6 de janeiro de 2020 e eu tento muito obter informações sobre isso e tudo o que eles disseram é que tenho que esperar até que eles tenham uma resposta sobre o meu caso. quase um mês para receber um pagamento incorreto. Quero receber minhas vitórias com urgência. isso é contra as regras.

Não resolvido

LeoVegas Casino - 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

Não resolvido

€100,000

LeoVegas Casino - 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.

Resolvido

$180,000

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!

Resolvido

$7,000

LeoVegas Casino - 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.

Resolvido

$4,000

LeoVegas Casino - Verification problem with the casino

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.

Resolvido

€1,500

LeoVegas Casino - Will not verify my account

I have been able to deposit smoothly my whole time using this casino, no issues or setbacks with that side of the site at all, they like that part, soon as I withdraw as I hit some profit from my initial deposit I was hit with a verification phase that has been going on for quite some time, even though on email my account has been verified.

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.

Rejeitado

LeoVegas Casino - Account as been locked

I tried to place a bet on an online casino game and was told my bet exceeded the limit. I contact Leo Vegas the casino I’m playing with for them to say my account is under review and I would not be able to play or withdraw my money. They said someone would be in touch via email and that they didn’t have a time frame.

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

All I keep getting told is to wait 3 to 5 days every 3 days And still with no reply or email it’s starting to be a JOKE

With all the bad reviews I’ve read I just want my money back in my account then I’m out!!!!

Resolvido

£5,440

LeoVegas Casino - Stalling withdrawal at LeoVegas

Hello!

I have been trying to withdraw my winnings (240,10€) from LeoVegas casino, and have to say that it has been a nightmare!!! I have spent hours with live chat ... no use. They just return funds to my gaming account and say the provider(trustly) has issues (strange bcs deposits go through).

November 25th I got an e-mail stating that my withdrawal has been approved and in my bank account in 2-5 business days...guess what...no luck. So I contact live chat again and not 2-5 business days anymore, but 10-15 which I don't buy anymore. They are doing things this way then!

Resolvido

€240