Reclamação #81 Cassino LeoVegas

LeoVegas Casino - Suspending my account claiming multiple accounts, refusing to provide any evidence

Por Nemanja M.

há 8 anos

In the ending of September 2017 i registered on LeoVegas.

I made a deposit through Trustly, it was like 4000 SEK. I played mainly Live Roulette and the 4000 SEK turned into 18000 SEK. I made a withdrawal, and then ofcourse they asked me for a verification. I called their support asking what kind of documents they wanted me to provide, on the phone call they told me that they've made a mistake and that i had registered multiple accounts with identical information. I declined their statement, because it isn't true and there after they told me that their financial department will contact me.

The financial department answered me with a email saying once again that i've registered multiple accounts and that it's agains their policy and also telling me that im not welcome there anymore. That's a false statement because i've never registered on LeoVegas before 27/9-17. I also asked if the other account was verified, and they said no. I asked them to proof they're claims, they didn't return on me.

What can i do in this situation? They're holding my deposit+winnings without providing any evidence.

It's a total amount of 18000 sek (around 2000 euro).

Cassino em disputa Cassino LeoVegas

Motivo Encerramento de conta

Valor kr18000

Discussão

AskGamblers

• Support Team

há 8 anos

Unfortunately, due to private policy of LeoVegas Casino, they cannot provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body responsible for LeoVegas Casino.

As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Cassino LeoVegas

• Representative

há 8 anos

Dear AskGamblers,

Should the customer wish to take the matter further with the relevant authorities then we will be more than happy to supply these authorities with the information which they require to look into the case.

Due to several Terms and Conditions being breached by the customer the decision taken that they are no longer welcome to play at LeoVegas is final and no funds will be returned due to this as mentioned in our Terms and Conditions.

We will not be able to provide any evidence through this public forum.

Kind regards

Nicola

AskGamblers

• Support Team

há 8 anos

Dear LeoVegas Casino,

Please provide evidence that player breached casino's terms and opened more than one account. Aforementioned evidence please send directly to the AskGamblers Complaint Team at support@askgamblers.com.

Thank you in advance.

Cassino LeoVegas

• Representative

há 8 anos

Hi Kisfej,

I am sorry that you feel that way but as I mentioned in my previous message on here, the case has been investigated thoroughly and the decision taken that you are no longer welcome to play at LeoVegas- is final.

This is due to breaching the Terms and Conditions of which you agreed to when you signed up to your account with us, which we take very seriously.

I can understand that this is perhaps not the decision which you were hoping for but it is the decision which we have reached.

Should you now wish to take this further, as you have mentioned in your communications with our Customer Support teams we will be happy to cooperate with the relevant authorities.

Raio-X do Cassino LeoVegas

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Duração média da reclamação 9 dias

Resposta média 2 dias

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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.

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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)

Things they can't tell me about my account

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Things they can tell me about my account

My funds are still there

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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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