The player from Italy had lost a 35 euro bet while playing Blackjack because the page reloaded automatically, despite having a stable internet connection. When contacted, casino support had failed to provide an explanation. The complaint was investigated, but the player did not respond to requests for additional information or confirmation of contacting the casino support as instructed. Consequently, the complaint was rejected due to lack of cooperation.
LeoVegas Casino IT - Player lost a bet due to website reload.
Amount: €35
LeoVegas Casino IT
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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6 months ago
Translation
Hello, I hope you will review my case. Thank you in advance.
While playing Blackjack free bet with a 35 euro bet, I split two aces and without even seeing the timer, I got kicked out and the page reloaded by itself. As a result, I lost 35 euros and a potentially great hand. To me, this seems all orchestrated. I always have WiFi and 5G active and they never crash. It's ironic that this happens when I make the highest bet I've ever placed and have a winning chance. It's strange because it reloaded the page automatically.
I contacted support, but they didn't even write to the department because they didn't know what to say. Am I wrong? Did I just have bad luck and you’re blaming me? It doesn't seem right to me. Thank you for your time.
Automatic translation:
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6 months ago
Dear brianbiserni01,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you experienced while playing Blackjack.
To better understand your situation and assist you effectively, could you please provide more details on the following points:
- Can you confirm the exact date and time when the issue occurred?
- Were there any error messages displayed on your screen when the page reloaded by itself?
- Have you experienced similar issues with the casino's platform before, or was this the first time?
- Could you provide any screenshots or evidence of your bet and the page reloading, if available?
- When you contacted support, did they provide any reference number or case ID for your inquiry?
Additionally, if you have any relevant communication with the casino, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Translation
This is the email I sent to the email. Hi, I'll show you the plays with time and date, it's never happened to me even though I recently started playing again; there were no errors with codes, the page just automatically reloaded.
I'm also attaching another file with another problem that happened a few moments later... the second file concerns the last bet made (€10 played, 0 won) while the bet relating to the problem already shown is the one with €35 played and 0 won.
I didn't get any codes from support for the complaint; they said there was nothing to say to the specialized department in short..
In the 2nd problem (with 2nd row demonstration) with a 10 euro bet, the cards shown in the dealer were not those visible on the screen (as you can see); I went out to start a clip while the dealer stalled but once he came back he told me that I didn't have enough balance to enter (to play the hand already placed) and I lost those too....
Thank you
one thousandUpdate, they looked into my case and it's my problem.. 🙁
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5 months ago
Hi brianbiserni01,
- Could you please request and forward your game history where the bet details are visible?
Thank you.
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5 months ago
Translation
these are I believe
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5 months ago
Hi brianbiserni01,
I’m very sorry, but the forwarded screenshots of the disputed bet are too blurred for analysis. Could you please try to forward them in a better resolution to petronela.k@casino.guru?
Thank you.
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5 months ago
Translation
They sent them to me like this.. in fact I can't even see anything..😤 (on purpose I think..)
Edited
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5 months ago
Translation
Player's additional comments:
Hi, I'll show you the plays with time and date, it's never happened to me even though I recently started playing again; there were no errors with codes, the page just automatically reloaded.
I'm also attaching another file with another problem that happened a few moments later... the second file concerns the last bet made (€10 played, 0 won) while the bet relating to the problem already shown is the one with €35 played and 0 won.
I didn't get any codes from support for the complaint; they said there was nothing to say to the specialized department in short..
In the 2nd problem (with 2nd row demonstration) with a 10 euro bet, the cards shown in the dealer were not those visible on the screen (as you can see); I went out to start a clip while the dealer was stalling but once he came back he told me that I didn't have enough balance to enter (to play the hand already placed) and I lost those too....
A thousand thanks
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5 months ago
Hi brianbiserni01,
- Let's revisit the blackjack bet. Can you confirm whether the bet of €35 is visible in your game history as lost, or was the money returned to you?
- Could you please provide the exact date and time of the incident?
Thank you.
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5 months ago
Translation
that's all, no refunds
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5 months ago
Thank you very much, brianbiserni01, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Hello brianbiserni01,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
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5 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.
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4 months ago
Hello,
Thank you for contacting us.
I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.
I kindly ask that you email support-it@leovegas.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.
Thank you and have a great day!
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4 months ago
Hello brianbiserni01,
Could you please confirm whether you have contacted casino support as instructed?
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4 months ago
Dear brianbiserni01,
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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4 months ago
Translation
If you give it... 4 years for 35 euros I won't answer no!
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3 months ago
I'm sorry, but I'm unclear about your response. Did you contact support or not?
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3 months ago
Translation
Not again, I've done it 5 times. What else should I ask or tell him?
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3 months ago
Could you please send the screenshots with dates when you have sent these messages as the casino representative instructed you? Please put them into this complaint so the casino representative could see them. Thanks.
