UK Casino Review

The player from New York had deposited 4.99 via CashApp, but the money did not show up in their casino account. Despite their attempts to contact the casino, they received no response. The Complaints Team had advised the player to reach out to their payment provider and to refrain from making any additional deposits until the issue was resolved. Later, the player reported that CashApp had refunded their money. Consequently, we marked the complaint as 'resolved'.

The player from the United Kingdom has requested to have the account closed back in November 2022. Two months later he was able to reopen the account and deposit funds again. Player’s complaint has been resolved successfully.

The player from Brazil had reported that the casino was overcharging for bets. After the player had lodged a complaint, the casino had blocked his account, which had raised further suspicions. However, the issue was eventually resolved with the casino unblocking the player's account and rectifying the game charges. The complaint had then been marked as 'resolved' by us.

The player from Ontario had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn't been received yet. The player had clarified that his KYC process had been completed a year ago and there was no additional information required from him. The casino's terms of service stated that withdrawals should have been processed within five working days. The player later confirmed that the payout was received after approximately 11 days. The issue had been successfully resolved and the complaint was closed.

The player from Austria had deposited 200 Euros into her online casino account, but the amount was canceled later due to exceeding the set limit. Despite her providing proof of payment and efforts to trace the transaction through her bank, the issue remained unresolved. This resulted in a loss of 200 Euros and an additional fee of 38.35 Euros incurred during the process. After a lengthy discussion and several communications with the casino and the bank, the casino finally credited the 200 Euros to the player's account. However, the casino refused to refund the additional fee incurred by the player during the process. Despite the resolution of the main issue, the player had expressed dissatisfaction with the casino's handling of the situation and was considering closing her account. After our involvement, we were able to find an agreement with the casino team, and the player was informed by the casino team that they would bear the additional fees the player had to pay as a sign of goodwill, so we considered the situation as resolved.

The player from Italy won 500 euros on LeoVegas but faced challenges in withdrawing the winnings. Despite sending the required documents multiple times, the casino keept asking for the same documents and had been processing the withdrawal for 15 days. We contacted the casino, and its representative asked the player to contact the support. Though the player had done it before, they finally informed us about getting the money, therefore we closed the complaint as resolved.

The player from India had his account blocked without further explanation while completing bonus wagering. The casino claims that the player violated its Bonus Terms and Conditions but was not able to provide us with the relevant evidence due to GDPR and its strict internal policy. The player confirmed that the complaint was filed with eCOGRA. This complaint has been (temporarily) closed until eCOGRA's final decision is made. The complaint was reopened after the casino contacted us with an update. Since the player confirmed that the problem is resolved, we closed it accordingly.