The player from Germany faced issues with two €10 deposits at LeoVegas that were debited from his bank account but never credited to his player account due to a deposit limit. Despite being informed that the refund would be automatic and after multiple interactions with support, he still had not received his €20 and encountered contradictory explanations. The Complaints Team attempted to engage the casino for clarification and resolution but was unsuccessful in receiving a response. Consequently, the complaint was marked as "unresolved," and the player was advised to contact his bank and the relevant gaming authority for further assistance.
LeoVegas Casino DE - Player's deposit is delayed and non-refunded.
Unresolved
Our verdict
No reaction
Black points: 60
Amount: €20
LeoVegas Casino DE
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
Subject: Complaint against LeoVegas – non-refunded deposits
Dear Casino Guru Team,
I am asking for your support regarding a problem with the online casino LeoVegas.
On August 15, 2025, I deposited €10 twice at LeoVegas. The money was duly debited from my bank account, but was never credited to my player account because, according to LeoVegas, my monthly deposit limit had already been reached.
LeoVegas support initially told me that the amount would be refunded automatically and that I only had to wait five days. This deadline has now been significantly exceeded.
Meanwhile, I receive different and contradictory statements from support:
• Initially, I was told that my bank had rejected the payments – which is definitely not true, as the debits are clearly documented in my bank statements.
• I was then told there was a technical problem and that I should wait another 10 days.
• When I asked, I again received only evasive answers and a request to be patient.
I've already sent support statements that clearly show my name, address, and the debits. However, no concrete solution has been offered, and my money (€20) is still missing.
Whether it's €20 or €2,000, it's my money, and it's unacceptable that LeoVegas is acting so opaquely and delaying the refund.
I therefore kindly request that you take up my case and support me in obtaining my refund. I will, of course, provide you with all relevant documentation (e.g., bank statements, chat transcripts with support).
Thank you in advance for your help!
Best regards 
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’s credited to your casino account or returned to your bank account.
If there is any other evidence to support, you may share screenshots here or to my email at tomas@casino.guru
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
5 months ago
Translation
But why did the casino tell me in chat that they were having problems?
So they have to pay the money back!
Why should I wait 5 days for the money not to arrive and then I have to wait another 10-15 days because they have a technical problem?
lg
Automatic translation:
Public
Public
5 months ago
Translation
It's really sad. They always get through and the stupid little customer gets the short end of the stick...
No matter what complaint I noticed, the casinos are right!
lost 200€ at one casino
Deposit disappeared several times at the same casino … gone through
always get them right!
antwofuwb they to split no issue
If you reply late the case will be closed!
I no longer believe in justice
I send you an email but no answer
the problems are not resolved
And then the casino asks for something else and you agree and close the case!
Oh whatever …
Automatic translation:
Public
Public
5 months ago
Thanks for your reply.
I am sorry you feel this way.
I fully understand your frustration. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 15 days to allow a full month for the transactions to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
Public
Public
5 months ago
Translation
Yes, but that's complete nonsense. Why don't you support me in any matter?
I paid it in and there are receipts for it.
I had reached my limit - ok, got it?!
Why doesn't the money go back straight away?
OK, if that doesn't work either, why is it canceled and returned to my player account?
has been transferred, right?!
I've been waiting since August 15th.
Are you serious?! Okay, so whose hands does it lie in?
I have had complaints several times now!
I always provide the necessary evidence. And yet I always come out on the wrong foot?
Why aren't you helping? What's the problem then?
They keep saying they'll transfer it back, but my bank supposedly rejected it?
What happens next? Things can't go on like this?
I have also offered different accounts several times and it didn't work there either?
wrote more emails?
And one stupid employee said that one day or another doesn't matter anymore, it's almost a month now???
what's going on here?
wwisi can you not see the mail traffic between you and the casino??
Or where do you get the information that the casino's hands are tied??!
What is this? No complaints, has anyone succeeded?
I just puke!
Automatic translation:
Public
Public
5 months ago
Thanks for sharing your point of view.
Was your deposit returned to your bank account or credited to your casino account since your last reply?
Please let me know.
Public
Public
5 months ago
Translation
Unfortunately no.
At the same time I'm calling my bank and they say there was and is no attempt!
🤬
Automatic translation:
Public
Public
5 months ago
Translation
My bank has checked and there has been no attempt or anything else since August 16, 2025!
The alleged attempt to transfer the money is not true!!
Automatic translation:
Public
Public
5 months ago
Translation
I sent 3-4 different bank details!
Strangely, it cannot be transferred to any bank!
Now I've sent my debit card to a new bank again! Front and back!
where my name and IBAN can be clearly seen!
That's what Simon said, who was absolutely cheeky back then (he said the few days didn't matter).
said to me the picture he cannot accept by email
Why were they able to reply to me with pictures earlier, saying that the transfer hadn't worked?! That was also a picture of the bank statement, etc.
this is a total rip-off!
ok let's assume none of my 5 banks work??
What happens to the money? Does the employee's gardener get it?
Why don't they book the damn money into the player's account?
Automatic translation:
Public
Public
5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
5 months ago
Hello benjalam95,
I am Michal, and I have taken over your complaint. I will reach out to the casino to gather more information on this issue in hopes of providing assistance. Just so you know, even the most reliable systems at reputable casinos can occasionally experience technical issues. I completely understand the inconvenience this has caused, but it is important to remain patient while the appropriate team works on resolving the matter.
We always strive to assist players to the best of our ability, though there are certain limitations to the support we can provide. I kindly ask for your understanding in this regard.
We would also like to invite LeoVegas Casino DE to participate in this discussion.
Dear LeoVegas Casino DE,
Could you kindly clarify why it was not feasible to immediately "refund" the disputed €20 to the player and when this amount will be disbursed to them? If there are any factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share those, along with any pertinent evidence to my email at michal.k@casino.guru.
Public
Public
4 months ago
Translation
I haven't heard anything yet. Should I send them a bank statement?! I sent alternative bank accounts!
And now they're being difficult and want a bank statement from the account I never paid anything into...
I sent my bank card which has my name and IBAN on it, but they don't want to accept it!
unbelievable, they're doing stupid things and I've been waiting for my money since August 15, 2025!!
You should be accommodating if you've messed up!
Automatic translation:
Public
Public
4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
4 months ago
Dear benjalam95,
I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the possible decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact your bank to explore the steps they can take or contact the Gemeinsame Glücksspielbehörde der Länder (GGL) Gaming Authority (GGL – Gemeinsame Glücksspielbehörde der Länder (AöR)) and submit a complaint to them. Although the GGL does not officially handle complaints regarding transactions between the player and the gambling operator, they still might be able to help, so it is worth a try. Please let me know how they responded at michal.k@casino.guru.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
