Reclamação #477
Cassino LeoVegas
LeoVegas Casino - Endless loop of uploading documents, then they lose them
há 3 anos
Leo Vegas are employing tactics deliberately designed to avoid paying out, and have been doing this throughout the 3 months I have been waiting on my withdrawal. There is a fundamental flaw in their verification procedure because they are losing my documents, and I've uploaded them each over 5 times in 3 months. I'm stuck in an infinite loop.
I will go through this with a statement of facts, sorted by date.
March 31st - Deposited $1000, and withdrew $2,900 on Leo Vegas
March 31st - April 14th - Uploaded normal documents (ID, proof of address) to the Leo Vegas website
April 15th - Live chat with Dusan (recorded) where I was told that documents were received, but Dusan claimed the relevant team informed them the documents were ‘fake’, which they weren’t. Refused to explain why that false conclusion was drawn.
April 15th - Email to complain about decision sent to Leo Vegas
April 15th - Email informing me my account is verified received (strange, based on Dusan’s live chat)
April 15th - Another email, saying ID , Proof of Address, and Bank statement are required. Sent in as requested.
April 16th - Chase up email sent, no response.
April 26th - Another complaint sent regarding continual requests to re-upload documents I’d already uploaded.
April 29th - another complaint email sent to leo vegas. Ignored again.
May 19th - Leo vegas send another automated email to say I need to upload verification documents again.
May 24th - Again, I receive an email saying verification documents were accepted.
May 30th - Live chat tells me that my funds were sent. They never were.
June 14th - I chase up Leo Vegas by email and ask where the funds are. They don’t reply.
June 14th - I am asked for the same documents which have been uploaded and accepted twice now, again.
June 14th - Another complaint email sent to leo vegas. No response.
June 14th - Live chat tells me the funds, which I was informed were sent on May 30th, were infact never sent. I send another complaint email.
June 15th - Dorotea asks me to upload bank statement. Despite uploading several times before, I upload again.
June 16th - I explain the document with account number, institution number and transit number has been uploaded.
June 20th - Dorotea tells me my document was approved, and they are waiting for a response from refund department.
June 21st - Dorotea tells me “We were waiting for the documents so that we could proceed with the refund, now that we have everything we have started the refund process. As soon as we receive a confirmation of the processed refund we will inform you by email as a matter of priority.”
June 26th - Asked for bank statement upload again, despite Dorotea explaining it’s been received and approved. It also had all my bank details on it.
June 27th - Asked for all documents again (ID, proof of address and bank statement), despite uploading them over 5 times each in total.
June 27th - Another complaint email sent. Live chat with Shaun explaining they’re sending me round in circles. Shaun hangs up live chat.
Cal
I will go through this with a statement of facts, sorted by date.
March 31st - Deposited $1000, and withdrew $2,900 on Leo Vegas
March 31st - April 14th - Uploaded normal documents (ID, proof of address) to the Leo Vegas website
April 15th - Live chat with Dusan (recorded) where I was told that documents were received, but Dusan claimed the relevant team informed them the documents were ‘fake’, which they weren’t. Refused to explain why that false conclusion was drawn.
April 15th - Email to complain about decision sent to Leo Vegas
April 15th - Email informing me my account is verified received (strange, based on Dusan’s live chat)
April 15th - Another email, saying ID , Proof of Address, and Bank statement are required. Sent in as requested.
April 16th - Chase up email sent, no response.
April 26th - Another complaint sent regarding continual requests to re-upload documents I’d already uploaded.
April 29th - another complaint email sent to leo vegas. Ignored again.
May 19th - Leo vegas send another automated email to say I need to upload verification documents again.
May 24th - Again, I receive an email saying verification documents were accepted.
May 30th - Live chat tells me that my funds were sent. They never were.
June 14th - I chase up Leo Vegas by email and ask where the funds are. They don’t reply.
June 14th - I am asked for the same documents which have been uploaded and accepted twice now, again.
June 14th - Another complaint email sent to leo vegas. No response.
June 14th - Live chat tells me the funds, which I was informed were sent on May 30th, were infact never sent. I send another complaint email.
June 15th - Dorotea asks me to upload bank statement. Despite uploading several times before, I upload again.
June 16th - I explain the document with account number, institution number and transit number has been uploaded.
June 20th - Dorotea tells me my document was approved, and they are waiting for a response from refund department.
June 21st - Dorotea tells me “We were waiting for the documents so that we could proceed with the refund, now that we have everything we have started the refund process. As soon as we receive a confirmation of the processed refund we will inform you by email as a matter of priority.”
June 26th - Asked for bank statement upload again, despite Dorotea explaining it’s been received and approved. It also had all my bank details on it.
June 27th - Asked for all documents again (ID, proof of address and bank statement), despite uploading them over 5 times each in total.
June 27th - Another complaint email sent. Live chat with Shaun explaining they’re sending me round in circles. Shaun hangs up live chat.
Cal
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