The player struggles to verify his account for almost 3 weeks. The complaint was closed as the player stopped responding.
LeoVegas Casino ES - The player struggles to verify his account.
Amount: €102,500
LeoVegas Casino ES
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
They have been asking for documentation for more than 19 days, they do not respond to emails and they do not make the refund
Automatic translation:
Public
Public
1 year ago
Hello joseamtc,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LeoVegas Casino. 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 speak to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Hello, the account is verified.
When trying to withdraw the €102,500, they asked me for a lot of documentation.
Bank statements, loan contracts, statements from my taxes. All of this has been attached on the same day that they always request it. I write them several emails a day and they don't respond. The last answer I have is from today that says
"Thanks for your messages.
The verification process is still ongoing and will update you shortly.
Best regards,
John
LeoVegas, Verifications Team"
But yesterday I got this answer
"Hello Jose,
I contact you from the LeoVegas VIP department.
The last document you sent is exactly what we needed, the verification agent is reviewing it and should contact you today.
I hope you have a great day!
Adrian
VIP room"
No response from Adrian or John, just problems
Automatic translation:
Public
Public
1 year ago
Hello joseamtc,
Could you please advise if the verification process still persists or it is finished? If it's still isn't we will definitely try to intervene.
Regards
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