The player from Italy won 500 euros on LeoVegas but faced challenges in withdrawing the winnings. Despite sending the required documents multiple times, the casino keept asking for the same documents and had been processing the withdrawal for 15 days. We contacted the casino, and its representative asked the player to contact the support. Though the player had done it before, they finally informed us about getting the money, therefore we closed the complaint as resolved.
LeoVegas Casino IT - Player’s struggling to complete account verification.
Amount: €500
LeoVegas Casino IT
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
Hi, after a 500 euro win on Leovegas I'm having great difficulty in collecting the winnings. They constantly ask me for a certificate of residence and more. I already sent bank statement, residence certificate three times. The last time an operator told me that everything was resolved but today the withdrawal is still being processed and today, having spoken to a rather rude operator, he instead tells me that I still have to send everything. It's been 15 days and they keep asking me for the same documents sent millions of times already. It's a shame
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10 months ago
Dear Ticop,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
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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10 months ago
Translation
Hi, thank you very much for your reply. I don't quite understand what the problem is, they keep asking me for proof of residence, including a certificate of residence, bank statement or bills in my name. I have sent the updated residence certificate several times (I think it is the best way to certify that it is me and to certify my residence) I have also sent bank statement, social security sheet, but they always tell me that it is not enough and ask me for documents alternative. I have no bills in my name and I don't know what else is needed. The fact is that the withdrawal is not processed and I no longer know how to go about collecting my legitimate winnings. can you help me?
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10 months ago
Thank you for sharing all the required details, Ticop. Your complaint will be forwarded to my colleague Natalia (natalia.b@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.
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10 months ago
Hi Ticop,
I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear LeoVegas Casino IT, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what's wrong with the player's documents? What exactly are the alternatives you asked for?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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10 months ago
Dear Ticop
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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10 months ago
Translation
I have already sent emails to the address indicated without ever getting any response
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10 months ago
Translation
Good evening, I would like to inform you that after a month and a thousand documents sent, the payment has finally arrived. Thank you very much for helping
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10 months ago
Dear Ticop,
Thank you very much for the updates. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
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