The player from Germany had her account temporarily blocked since July. Casino didn't provide explanation and evidence.
LeoVegas Casino - Player’s account has been blocked.
Black points: 1099
Amount: €2,000
LeoVegas Casino
Safety Index:HighSafety Index
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Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
Account with € 2000 credit has been temporarily blocked since July 1st, 2021.
On 06/30/21 I had deposited € 110 (Trustly) and successfully paid out € 300 after one hour.
A short time later I was about to pay out € 2000 and suddenly there were problems with Trustly and the entire payment providers.
In the chat you could not make the payout manually and you could not tell me why nothing works anymore.
Everything was still on 06/30/21 because on 07/01 the new state gambling treaty came into force, it should be because of that.
The next day I wanted to try again, but my account was suddenly blocked and in the test.
I was already verified in 2018 and had to verify myself again in 2019 and 2020 and there have never been any problems with deposits or withdrawals over the years.
I then requested an overview of all my transactions and account data in accordance with the GDPR.
I urgently need your help because I don't know what else I can do ...
I've never seen anything like it. There is no direct contact person with whom you can get in contact. And no indication of how long the whole procedure will drag on ... simply unbelievable.
I hope you can help me somehow because I can't make a difference on my own.
MFG Sabrina
Automatic translation:
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2 years ago
Dear Sabrina
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Were you informed why your account has been blocked and withdrawal withheld? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past?
If there’s any relevant communication between you and 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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2 years ago
Translation
Hello Petronela,
No, I was not informed about it!
The winnings were made without an active bonus.
I always received payouts! Also on the day a few hours before, I successfully paid out a profit.
Automatic translation:
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2 years ago
Thank you very much, Sabrina, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Sabrina,
I looked at your complaint and will do my best to help you. I would like to invite LeoVegas Casino into this conversation. Casino, can you please specify why did you block the player’s account and what is the problem with her withdrawal?
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2 years ago
Hello Sabrina
Thank you for contacting us.
I'm sorry to hear of the issues you have been experiencing. Unfortunately, due to GDPR I am unable to look into this for you here.
I kindly ask that you email support@leovegas.com detailing the query and putting: FAO Fiona/Nil as the subject line -
We will then personally ensure that this is investigated further for you.Thank you and have a great day!
Leovegas Group
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2 years ago
Dear LeoVegas Casino,
I must inform you that if you'll not answer my question I'll be forced to close this complaint as unresolved.
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2 years ago
We would like to ask the LeoVegas 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’.
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2 years ago
I apologize, but since we haven’t received any explanation from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
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