Reclamação #113 Cassino LeoVegas

LeoVegas Casino - Refusing to send money to my Neteller account without a valid reason

Por nic2209

há 7 anos

I have played for many years at LeoVegas. Never a problem with deposits (through Paysafe and Neteller for the last years) and Payouts.

My lasts Payouts went through Neteller also as my deposits.

I have lost a lot last months and finally won. Total €2750!

I want to payout through Neteller and suddenly it's Not possible. They using excuses. They want me to send the money to my bank. Wich i have been Not using! They say the money Goes where it came from. So that would be Neteller!

I have the right to receive the money! And Neteller is where the money came from! My account is verified.

They are using nonsens and Not using their policy the right way!

I didn't use bank! I use paysafe and Neteller! So the money should be send to Neteller as it always has been sended to!

See the comment below:

Regarding your withdrawal
L

LeoVegas

Dear Customer,

I hope this email finds you well.

I am contacting you now regarding your withdrawal.

Unfortunately, we are unable to process your withdrawal using this payment method, as LeoVegas will only approve the method that your winning deposit came from.

We, therefore, ask you to make your withdrawal back to your:

Bank account

This is to ensure our customers' safety and reduce the risk of fraud.

Your funds have now been returned to your LeoVegas account.

Once we receive your withdrawal using the same payment method as your winning deposit, we can move forward and continue the processing of your withdrawal.

I apologize for the inconvenience caused.

Thank you in advance!

Best regards
Lance
LeoVegas, Customer Support
leovegas.com

Cassino em disputa Cassino LeoVegas

Motivo Pagamento negado

Valor €2750

Discussão

AskGamblers

• Support Team

há 7 anos

Dear @nic2209,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Cassino LeoVegas

• Representative

há 7 anos

Hello NIC2209,

Thank you for taking the time to leave this review.

Firstly, I'm sorry to hear that you are unhappy with the withdrawal process. This is certainly not how we wish our customers to view our withdrawal process.

Unfortunately, as this is a public forum, I have been unable to locate any account specific information and therefore I would ask you to kindly send an email to [email protected] where our dedicated customer support lions will be able to assist.

I would like to assure you that our withdrawal process is strictly regulated in line with our license and anti-money laundering procedures and there would always be a specific reason for the processing of funds back to a certain method.

Thank you for your time and have a wonderful day ahead!

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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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.

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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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Things they can tell me about my account

My funds are still there

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