The player from Italy's account is permanently closed by LeoVegas after a lengthy verification process, despite having submitted all requested documents. They request a refund of 1,500€ for deposits, claiming deprivation of bonuses, the VIP program, and services due to the account blockage.
LeoVegas Casino IT - Player’s account has been closed.
Amount: €1,500
LeoVegas Casino IT
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Case opened
Current status
Waiting for Casino Guru to reply
6d 2h 30m 23s
Case summary
21 hours ago
Public
Public
yesterday
Translation
I received a communication stating that Leovegas decided to permanently close my account, following a lengthy verification process that started in August.
First, let me clarify that I have not violated any terms and promptly submitted all the requested documents. I deposited substantial amounts and then won 15,000 euros, which I fully replayed on the platform. I am requesting a refund of 1,500€ for my deposits due to being deprived of bonuses, the VIP program, and all the benefits I was entitled to after replaying that amount on the site. However, I did not have the opportunity as they blocked my gaming account, depriving me of various services.
Automatic translation:
Public
Public
22 hours ago
Dear sabrina91297,
Thank you very much for submitting your complaint. I’m sorry to hear about your experience with LeoVegas and the closure of your account.
To understand your case better and to see how we can assist, could you please clarify a few points?
- Could you confirm if there was any remaining balance in your account when LeoVegas closed it?
- Did the casino provide any specific reasons for closing your account, or was it simply labeled as a general decision by LeoVegas?
- Could you forward any correspondence you received from LeoVegas, including emails related to the verification process and account closure? This may provide us with additional context. If you’d like, you can send these to petronela.k@casino.guru.
Please note that we can proceed with cases where a casino has confiscated an outstanding balance. However, we are unable to pursue claims related to future bonuses, potential winnings, or VIP benefits, as casinos have the right to close accounts as long as any remaining balance is paid out.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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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