Reclamação #190 Cassino LeoVegas

LeoVegas Casino - No option of withdrawal available and when asked locked my account

Por NIKHIL G.

há 6 anos

Hi leovegas,

I was expecting a reply soon since 3 weeks from your end but after sending many emails I haven't received anything from your end I would really request you to please look into the matter and give a complete solution to my problems. And my available Balance is Rs7011.

On 18th of December I was expecting to have a first withdrawal. During the chat I was asked to mention all my bank details but I had mention that the bank detail options is not available and the option of neither a skrill nor a Neteller account was available so i was asked to share the screenshotto the support team and it was completely a fault from your end.(Sharing the screenshot which I had send earlier as well to demonstrate the problem I had on 18th of December).

I was also expressing this to the new advisor at the time of chatting with an advisor, he really seems to be not understanding where as I had texted him for his question that I am under control. I don't know why I he had locked my account temporally, where as I initially asked him to you help me to withdraw my money as I was committed buy an advisor, he asked me during the chat that when I am ready to withdraw then he would surely raise a request of Rs 5000 that would be sent directly to my bank account from his end. (Rs 5000 because of minimum requirement in bank transfer)

I was really super excited to see my first withdrawal that is why I had asked initially for the same advisor who promised me to help in withdrawal.

I would have really appreciated an advisor, if he would have helped me in withdrawal and then would have suggested me to have a temporary lock in my account.

I am really looking forward to hear from you soon as every advisor is not able to help me as the review is not been done yet.

Thanks and Regards

Cassino em disputa Cassino LeoVegas

Motivo Pagamento negado

Valor R6421

Discussão

AskGamblers

• Support Team

há 6 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.

Nonuveenu

• Índia

há 6 anos

Hi Ask Gamblers,

I am so pleased to update you that my query has now been resolved by the Leo Vegas and account has also been restored.

First and foremost, i would really appreciate AskGamblers for raising the complaint to Leovegas on their platform.

Although, I was expecting to see Rs 7011 as my first withdrawal but i had only got Rs 6421. If i was informed with levy of tax on the amount then i would have prepared myself accordingly. But anyways i am happy atleast i get a chance to see my money back in my bank account.

Nonetheless, I also appreciate the efforts of all the LeoVegas team for their swift responses and also helped me to understand the norms of withdrawal.

On the contrary, the time without any information from Leovegas was really very frustrating and time consuming but as a feedback their must respond soon.

To conclude, i would suggest Leovegas to reply similarly on their own platform so that the users would feel more comfortable rather searching for other platform like AskGamblers.

Thanks and Regards

NIKHIL < surname removed >

Cassino LeoVegas

• Representative

há 6 anos

Hello NONUVEENU,

Thank you for updating us.

Should you have sent a direct email, you shall receive a response in due course.

Thank you and have a great day!

Nonuveenu

• Índia

há 6 anos

I have responded back to all your emails and shared the required documents and waiting for my withdrawal. Let's see when will I get it in my bank account.

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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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.

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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!

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I have attached documents for you to see that all requested documents have been accepted and verified.

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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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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!

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