The player from Germany has been blocked. The casino requested additional documents for verification. The complaint was rejected because the player didn't respond to our messages and questions.
LeoVegas Casino - Player's account has been blocked.
Amount: €1,000
LeoVegas Casino
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
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1 year ago
Translation
Hello I am Reyhan Nezir
I won 1000 € but unfortunately my account is blocked because of identification but I am already identified 4 days earlier I paid out 400 € but now I have to identify again this is not possible because I am already identified I have no correct answer from online chat what should i do now thanks
Automatic translation:
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1 year ago
Dear reyhan19931 ,
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 the casino can request more documents even though your account has previously been verified.
Could you please advise which documents is casino requesting? Are they the same documents that you have already provided before?
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,
Kristina
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1 year ago
Translation
I have no answer from casino provider which document should I load (I have all there at abber leide ), now my account is blocked 😀 that's fun , I also have screenshot of all the appeals in the online chat from my account Fun
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1 year ago
Thank you very much for your reply, reyhan19931. Have you received any explanation regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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