The player from Spain reported that their account had been blocked abruptly during gameplay with a balance of approximately €4000. Despite having provided the requested documentation swiftly and having his account verified, he expressed frustration over the unexpected closure while he was winning. The Complaints Team attempted to assist by facilitating communication with the casino, but ultimately, the player did not respond to requests for further information. As a result, the complaint was rejected due to insufficient information to continue the investigation.
LeoVegas Casino ES - Player's account has been closed mid-game.
Amount: €4,000
LeoVegas Casino ES
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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2 months ago
Translation
My issue is that they blocked my account in the middle of a game with a balance of about €4000. My session was suddenly closed, and I couldn't access my account anymore.
After contacting them, they asked me for documentation, which I submitted immediately. The next day, they requested more documentation, which I also provided right away.
My account was fully verified. My main complaint is that they blocked my account in the middle of a game where I was winning.
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2 months ago
Hello pedram2218,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LeoVegas Casino ES. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
My account was already fully verified for more than 3 weeks and I had already made several withdrawals. (12000€, 1300€, 9000€, 6000€)
They blocked my account last week on 01/08/25 in the middle of the game, asking me for photos and bank statements, etc. (which I sent the same day)
But my account is already fully verified before
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2 months ago
Hello pedram2218,
The casino may request to re-verify your account at any time.
As verification usually takes up to 14 days, I would advise to wait only and forward all the documents they have requested from you.
Let us know in case it would take longer or in case of any update.
Regards,
Nick
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2 months ago
Translation
Good morning. I have sent all the documentation that was requested. A few days ago, via chat, I requested the withdrawal of my funds and the definitive closure of the account. After that, they finally contacted me and requested more documentation (to process the verification more quickly and rehabilitate my account).
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2 months ago
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Every day they asked me for a document and I sent it all. They don't know what to ask me for anymore. Finally they ask me for a statement of my Betfair account and I send it too. After sending it they don't answer me. Besides, I've been asking them for a detailed statement for 2 weeks and they still don't send it to me and on top of that they have the nerve to tell me that I haven't sent any documentation. They are scammers and thieves.
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2 months ago
Hello pedram2218,
Do I understand it correctly that you have requested the closure of your account?
Please forward any communication between you and the casino related to this matter to nikolas.b@casino.guru for further review.
Regards,
Nick
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2 months ago
Translation
Hello. I have sent you the communication by mail but only the emails.
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1 month ago
Thank you pedram2218 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Dear pedram2218,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite LeoVegas Casino ES representative to join this conversation.
Dear LeoVegas Casino ES,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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1 month ago
Translation
Thank you for contacting us.
I am sorry about the issues you have experienced with this service. Unfortunately, due to GDPR and other data processing restrictions related to your complaint, I am unable to review this matter for you here.
Please send an email to detailing the above and stating: FAO Complaints Team on the matter. We will personally ensure that further investigation is carried out on your behalf.
Thank you and have a nice day.
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1 month 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.
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1 month ago
Translation
Thank you for your reply.
In order to share any information related to this case, we would need to verify your identity first: to do so, we need you to share an identification document such as your ID, driver's license or passport.
In addition, we offer you the option of sending an email to detailing what happened and putting the subject: "FAO Complaints Team". This way, we will personally ensure that your case is investigated further.
We await your response.
Have a good day!
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1 month ago
Dear pedram2218,
Could you please confirm if you have been able to submit the requested verification documents?
Thank you.
