The player from Finland had his account blocked by LeoVegas following a win of approximately €100,000, due to a pending KYC verification. Despite having submitted all required documents nearly a month prior, he experienced generic responses from customer service and no progress regarding his withdrawal. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries, which led to the closure of the complaint for the moment. The player retained the option to reopen the complaint in the future if he chose to resume communication.
LeoVegas Casino ES - Player's account is closed after a significant win.
Closed
Our verdict
Player stopped responding
Amount: €100,000
LeoVegas Casino ES
Safety Index:Very highCase summary
Discussion
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7 months ago
Dear Leovegasscammedme,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with LeoVegas Casino ES.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How long have you been a player at this casino, please?
- Have you had any successful withdrawals with LeoVegas casino, please?
- Could you please provide the exact date your account was closed?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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Public
7 months ago
Dear Leovegasscammedme,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
