Reclamação #132 Cassino LeoVegas

LeoVegas Casino - Locked account and delayed withdrawal

Por Pontus L.

há 7 anos

Hello everyone!
I decided to try my luck at Leovegas on Friday 25/1,and it turned out to be a great decision. After playing for a few hours, I did a withdrawal of 30 000 SEK. With a great feeling and hope that the money would show up later that night on my account, after all, Leovegas says quick payments on their website. 🤷‍♂️

Tried to log in again at Saturday 26th to see what happend to my money, and my account was locked. Contacted them by chat, because I had not received any other contact from them telling me why my account was locked. The support only told me that it was a random security lock down, nothing else. After the third contact with them, this person send me an email with som verification stuff that was needed for them to go further with my case. But they could not tell me any other information. Today, I contacted them again, asking why I haven't heard anything from them yet, and the only thing they said was, that they are waiting for the right people to take care of it..?!?

After reading all the complaints about leovegas on this site and others, it makes we nervous. I "need" the money pretty fast, after the winnings on Friday I bought som stuff that needs to be payed. It can't wait much longer.

Cassino em disputa Cassino LeoVegas

Motivo Encerramento de conta

Valor kr12300

Discussão

AskGamblers

• Support Team

há 7 anos

Based on the submitter's confirmation in the post above, where the player clearly stated that he already registered account in the past, it is now obvious that LeoVegas Casino acted in full compliance with their Terms & Conditions in particular 1.14#

1.14 If You open or attempt to open more than one account, for whatever reason, LeoVegas may block or close any or all of Your accounts at its discretion. LeoVegas also reserves the right to withhold any deposits or winnings upon the discovery of duplicate or multiple accounts at its sole discretion. Should LeoVegas decide to leave one account open, it will be the first account that You opened with LeoVegas, to which Your remaining deposits, if any, will be transferred. LeoVegas will deduct an administrative fee of 10% (minimum €30 or equivalent) for every account You have opened as well as any other deductions that may apply in accordance with these T&C.

Furthermore, if you attempt to open any additional account after your original account had been closed for the reason of gambling addiction, any funds held in your additional account/s will be immediately forfeited and no winnings shall be paid out under any circumstance.

AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

B-dog

• Suécia

há 7 anos

Also find this.

1.12 If you open or attempt to open more than one account, for any reason, LeoVegas may at its sole discretion block or close any or all of your accounts. LeoVegas also reserves the right, at its sole discretion, to withhold any deposits or winnings when discovering duplicate accounts or multiple accounts. If LeoVegas makes a decision to leave an account open, it will be entirely up to LeoVega's discretion which account will be left open, to which your remaining deposits, if applicable, will be transferred. In addition, if you attempt to open any additional account after your original account has been closed due to gambling addiction, your account will be closed and any credits reimbursed to you immediately (and always within five business days).

B-dog

• Suécia

há 7 anos

So I did get an answer, not so fun to read.
I can assure you that I totally forgot that I locked my "first" account years ago. And have not played since then. Now with the new login system with BankID it was no problem to login. Shouldn't their system recognize my personal number?

I will copy the email so you can read.
I asked them some questions, I'll get back as soon as possible!

Nicola (LeoVegas)

6 feb. 22:50 CET

Hello ,

I hope this email finds you well.

I can confirm that we have now completed the investigation of your case.

We have found that you previously held and account with LeoVegas that you self-excluded from for the reason of gambling addiction, due to this it is not allowed to create a new account. Therefore, this account has now also been closed to reflect the closure of the initial account.

Please note that creating more than one account is a breach of our Terms & Conditions, please see the relevant term:

LeoVegas Terms & Conditions, paragraph 1:14: If You open or attempt to open more than one account, for whatever reason, LeoVegas may block or close any or all of Your accounts at its discretion. Should LeoVegas decide to leave one account open, it will be the first account that You opened with LeoVegas, to which Your remaining deposits, if any, will be transferred. LeoVegas will deduct an administrative fee of 10% (minimum €30) for every account You have opened as well as any other deductions that may apply in accordance with these T&C. LeoVegas also reserves the right to withhold any deposits or winnings upon the discovery of duplicate or multiple accounts at its sole discretion....

Due to this, the balance on your account 35,003.90 SEK has been forfeited. As a goodwill gesture, we have taken the decision to refund the deposits (12,300 SEK) made on your new account.

For the refund of deposits, we will need to do this via wire transfer, to do this I kindly ask that you upload the below documents:

Cassino LeoVegas

• Representative

há 7 anos

Hi B-Dog,

Thanks for getting back to us, I do appreciate this can be a bit of a lengthy procedure, however please rest assured that you will receive a response in due course.

Thank you and have a great evening!

Raio-X do Cassino LeoVegas

Resolvido 149 / 164

Valor médio $5,923

Duração média da reclamação 9 dias

Resposta média 2 dias

Cassino LeoVegas Reclamações

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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

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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.

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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