LeoVegas Casino - Player’s account has been blocked.

I got an offer from Leovegas to get a bonus on completing the Verger by depositing in it, I did the wager when I made a withdrawal.When I applied withdrawal, yesterday I logged in and blocked my account when I chatted, I missed the bonus.While I did the withdrawal by completing the wager, I created the account in June 2020 and made the last deposit on June 30, what was my account 3000.

I had offered bonus to him earlier also please return my deposit amount in help please

Dear sita1215g,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise which exact bonus you have redeemed? Have you completed your account verification successfully?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I got an offer offer in which I had to do 5× wagers in live casino by depositing Rs 3000 as deposit amount I get bonus of 3000 in crazy time

Have you completed your account verification successfully, please?

My account was already fully verified

Thank you very much, sita1215g, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, sita1215g,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LeoVegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear LeoVegas Casino Team,

Could you please provide us with an explanation of the player's issue in more detail? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear sita1215g

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@­­­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!

I emailed Leovegas

Greetings all,

Thank you both for your replies and information.

Dear sita1215g,

Could you please provide us with an update on your issue once you receive a reply from the casino?

We are looking forward to hearing from you soon.

I got this email 😟

lucija (LeoVegas)

1 Sept 2022, 17:49 GMT+2

Dear Ram,

Thank you for contacting LeoVegas.

I hope this email finds you well.

Kindly note that your account has been closed and it will not be reopened.

Upon registration, you agree to the terms and conditions associated with LeoVegas.com. All accounts have to abide by these rules, as we have to abide by our license regulations.

As it has been discovered that you are in breach of the terms and conditions, your account has been closed and you are no longer welcome to play at LeoVegas.com. I have included the relevant terms below:

2.1.9 "LeoVegas may at its own discretion and without having to provide any justification, refuse to open an account or close an existing account. However, all contractual obligations already made will be honoured."

2.1.7 "...LeoVegas reserves the right to suspend or close the account and retain any funds in its absolute discretion."

Unfortunately, this is the final decision and this will not be revoked and cannot be appealed, If you continue to try to open more accounts in the future, all accounts will be closed and we will not approve any requested withdrawals.

Thank you for the update, sita1215g.

Are you sure we are talking about the same LeoVegas Casino?

Could you please provide me with a screenshot of the original above email from the casino where I could see your email address (recipient's address) and the casino's email (the sender's address), in the same picture? It has to contain all the details and complete information provided by the casino in the email body.

I would also highly appreciate it if you could send me all communications between you and the casino.

Possible ways of sharing the data were already mentioned in this thread - please, see my post from August 31, 2022, above.

This is reply

Dear sita1215g,

I am afraid I do not understand your last post.

Do I understand correctly that you cannot provide me with the requested screenshot?

Thank you very much, sita1215g.

Please, is it possible that you have already created another LeoVegas casino account in the past, or that someone around you has also a LeoVegas account?

I have only one Leovegas account and no one has a Leovegas account is making excuses that Leovegas

Please refund my deposit

Dear LeoVegas Casino Team,

Can you please confirm that the casino sent the above-shared email? Where can we find the rules mentioned in this email?

Dear Casino Guru

Thank you for contacting us.

I'm sorry to hear about sita1215g's issues with this. Unfortunately, due to GDPR and other information handling constraints relevant to the complaint, I am unable to look into this here.

It seems the email is from our customer support team, but we cannot confirm we have sent it. However, there are a lot of reasons why we can close an account (4.1.10; 5.4; 9.3; 10.1; 14.4; 17.3; 18.3; 20.2; 22.6; 24.2; 25.1; 25.2). You can find our terms and conditions by clicking here

If the customer has already emailed suppor­­­­­­­t­­@­­­Leovegas.com detailing the above and putting: FAO Complaints Team as the subject line - We will then reply to their queries.

We are sorry for not being able to share more information but due to GDPR, as mentioned, we are not allowed to do it.

Thank you and have a great day!

I have already emailed.

Subject line:- FAO Complaints Team

Casino Guru please solve my problem

Greetings all,

Dear sita1215g,

What did you ask the casino's Customer Support in your last email? Could you please provide us with an update once you receive a reply?

Feel free to share the necessary data with me (branislav.b@casino.guru), or alternatively, you can post it here.

Or, if the casino is not able to provide us with the details and/or any relevant data to support its claims and decision - are you please able to contact the gaming authority, or submit a complaint directly to the regulator?

casino guru i've emailed you

Hello, sita1215g,

Thank you for your email and the provided document.

Can you please provide me with the information if you used a VPN while registering and playing in the casino? When was your account fully verified? Are you please able to provide me with a confirmation email about your full verification and any successful withdrawal from the past?

Dear sita1215g,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

I didn't use vpn it while registering and I did it at the time of gameplay

Didn't do that my account was fully verified and i have already taken withdrawal

Alright, I understand.

Dear LeoVegas Casino Team,

There are only 2 options:

1. The casino sent the email above.
2. The casino did not send the email above.

There is nothing between.

As for the explanation provided to the player via email, I was able to find only one rule (9.3) that partly says about the right to suspend or close the account and retain any funds at its absolute discretion, as the 2.1.7 rule says. However, the first and not provided part says that it relates to detection or suspicion that any other person other than the player, is using their member account. It seems the casino used unfairly its rules against the player or used them incorrectly to confiscate the player's winnings. In addition, the last email from the casino contains information about "Minimal risk wagering" in relation to playing Roulette while playing with a bonus. According to our policy and Fair Gambling Codex, we consider the application of this rule in this way unfair. The casino should not allow players to play the games in question (enforce it by the software), or should not count it to the wagering requirements. It is not fair to allow players to do something that is strictly prohibited by the Terms and Conditions and then penalize them for doing it. Especially, if the casino is able to enforce it by the software.

The casino has not provided us with any relevant data or evidence until now. It means that the above-stated (allegedly breached) rules are irrelevant unless the casino is able to sufficiently substantiate them with evidence.

If (for example) players from India are not allowed to register and play at the casino but the player bypassed the system restrictions, the casino should be able to prove it.

Is the casino please able to provide us with the requested evidence, as I asked for it already in my first post on 31rd of August 2022, in this thread?

If not - what gaming authority should be contacted by the player regarding this issue?

Dear Casino Guru

Thank you for contacting us.

I'm sorry to hear about sita1215g's issues with this. Unfortunately, as mentioned before, due to GDPR and other information handling constraints relevant to the complaint, I am unable to look into this here.

I can see the customer says that they have emailed us with the subject FAO Complaints Team

We can confirm that all the emails with that subjects have received an answer.

Why is the customer not providing the answer they received to that email?

We are sorry for not being able to share more information but due to GDPR, as mentioned, we are not allowed to do it.

As the user is not providing that information, it can mean a few different things: either the customer is not registered with us and they are talking about another Casino, it can be also another person trying to get information regarding a specific account, or it can also mean that the user received an answer and they are not sharing it with you here because they want to keep the case open.

LeoVegas is not operating in India anymore but before we stopped operating there the customers were allowed to register without any restrictions but our terms and conditions and the local laws. Every single action we take, we take it carefully and after considering all the proof we can have.

However, if the customer is not happy with a case, they can always try eCOGRA.

Thank you and have a great day!

Leovegas is my account and you have blocked the account of your own free will I said in the email, what should I reply to you now?

Dear sita1215g,

Do you please know what answers/emails from the casino could the casino representative have in mind? Is there any information or email communication that you have not shared with me? If yes, could you please share all communication with the casino?

The data can be shared directly here or by sending it to my email (branislav.b@casino.guru).

If you are not able to provide me with all the communication with the casino, are you please able to submit a complaint to eCOGRA?

The email I received from Lowegas I emailed to the casino guru team

Hi sita1215g

Could you let us know who signed that email and when was sent, please?

Thank you and have a great day!

Dear LeoVegas Casino Team,

For one of the emails, the requested details are available in the screenshot provided by the player in this thread on the 11th of September, 2022.

Can you please look at it and check it with the appropriate department?

Although it is not clear why, please note there are 2 dates in the screenshot. One for the message in the .pdf document body, and one for the email.

I got an email from Daniel Compliant Specialist Team and I got it on 22 Sep 2022.

Hi sita1215g

Can you provide that answer, please?

Thank you and have a great day!

Hello sita1215g

So the email was responded to on the 28th of September, the reason was provided and it was also communicated that it was our final decision.

Could you let us know, why you are pretending to keep this case open? Please, note that you can always raise the matter to eCOGRA if you are not happy with the resolution. But we would kindly ask you to provide all the information.

Dear @CasinoGuru Team, we consider this case as resolved due to the proof provided by the customer.

Thank you and have a great day!

Greetings all,

Dear LeoVegas Casino Team,

If I were to consider the complaint based solely on the evidence provided by the player, it would be closed as unresolved, and the casino's rating would be decreased. I have already explained the reasons above.

However, I am not able to verify that the player provided us with all the required data and communication with the casino. But, I am aware of the fact that if the player is able to submit a complaint to eCOGRA, the casino will have to likely provide eCOGRA with all the necessary evidence, which could have not been shared with casino.guru.

Dear sita1215g,

Based on the fact that I am not able to review the complaint sufficiently because the casino cannot share with me the necessary data, and that the data provided by you are allegedly incomplete (and even previously sent from a different email address), I would like to ask you one of my previous questions that have not been answered yet.

Are you please able to file a complaint to eCOGRA?

Dear Casino Guru

Thank you for your reply.

Could you please let us know why the case cannot be resolved if the player has sent the last communication where a final response was given from our side?

Based on the email they sent the final response was given on 28 Sept 2022, 12:13 GMT+2, That is after this complaint was opened, and after we suggested the player contact us. So just to clarify, you are going to close the case as resolved just if the player says it is resolved? Because this is a bit weird having all the proofs in this thread.

We are looking forward to hearing from you.

Thank you and have a good day!

Lovegas you did not solve my problem, you have been saying for a long time now without solving the problem, I am dissatisfied with your answer.

Dear sita1215g

Thank you for your reply.

So you said we did not answer but then when asked to provide the proof you sent an answer from our complaints team.

That answer as you have posted here contains information and the reason why you were not entitled to the promotion reward and also why your account has been closed. 

If you are not happy with this, you can always raise the matter with eCOGRA. 

However, you are saying we did not resolve the case and, indeed, the proof of the case being resolved was sent by yourself.

We consider this forum as a way or a platform to help the players solve the cases or receive the information they require, what we do not find appropriate is keeping the case opened just because the resolution was not to your liking.

As mentioned above, posted by yourself: 

"Unfortunately, this is the final decision and this will not be revoked and cannot be appealed."

As per our terms and conditions:

22.7. To the extent that You are not satisfied with the Operator’s response or if a claim cannot be resolved, You may contact eCOGRA Limited trading as eCOGRA, (a dispute resolution service) at eCOGRA Limited trading as eCOGRA, 6, Villa Gauci, Mdina Road, Balzan, BZN9031, Malta, e-mail: complaints@ecogra.org , phone: +44 20 7887 1480 for the matter to be settled. The eCOGRA website is the following: https://ecogra.org. A secondary option for raising a dispute is available via the Online Dispute Resolution (ODR) platform. Access to the platform is obtained at http://ec.europa.eu/odr.

We also want to confirm that LeoVegas is not operating in India anymore so we will not be reopening any account as you can understand.

We wish you all the best with your endeavors.

Thank you and have a good day!

Thank you for your reply and opinion, LeoVegas Casino Team.

All was explained in one of my posts above. We are an independent mediator. It does not matter if the player is satisfied with the casino's decision or not. We look at each case objectively. If the casino provided us with the required data substantiating its claims and decision, and we considered its actions correct and within the Terms and Conditions, there would not be any obstacle to closing the case in a favour of the casino.

Please allow me to ask you a question.

Do you really think that only an explanation provided by the email is sufficient evidence to confiscate the player's winnings/funds?

Currently, from our point of view (considering the provided emails by the player which you still refer to), it looks like the casino confiscated the player's balance based on either rule that we consider unfair in combination with a part of a rule that could be used for confiscation of the player's balance just because the casino decided like that, with no justified reason, or based by a claim that many rules could have been used to confiscate the player's balance - again without any supporting proves.

If I were to close the case based on the available data and information, it would be closed as unresolved due to insufficient evidence from the casino, and the casino's rating would be decreased.

Dear sita1215g,

I am asking the same question for the third and the last time.

Are you please able to file a complaint to eCOGRA?

Is there any problem to submit a complaint to eCOGRA? If yes - could you please explain why?

Dear Branislav

Thank you for your reply.

As you might be aware, we cannot share sensitive information here. We have not even confirmed if the customer has or not an account with us due to the GDPR regulation.

We appreciate your efforts and help, we also take notes on your opinion regarding the rule but however, I have taken a bit of time to collect a few similar terms in other casinos:

Paddy Power & Betfair

Irregular play

Paddy Power can withhold any withdrawals and/or confiscate all winnings for irregular play. Irregular play includes, but is not limited to, any one or more of the following types of play:

Moving from a low weighted game (25% or less) to a high weighted game (100%) after large wins for the purpose of clearing wagering requirements. For example, you place at least one bet on any game weighted at 25% or less, win 100% more than your stake and move your original stake and winnings to a game weighted at 100% in order to meet wagering requirements.

Low risk Roulette bets. ANY bet spread combination on Roulette games covering 25 or more (67%) of the 37 unique number spots on the table. For example, you bet on Red and Black, you are covering 36 of the 37 possible outcomes, therefore this bet would not count towards any wagering requirements.

Bet365:

Minimal risk wagering (which is defined as placing bets in such a way whereby the coverage of betting options exceeds 67% of all betting options) will not contribute towards the wagering requirements.

William Hill:

General Restrictions:

a. We expect you to be fair when you take part all promotions. We consider certain types of play to be unfair and to break these terms and conditions. These unfair types of play include the following:

Using ‘minimal risk wagering patterns’ (that is, a set pattern of stakes or bets that unfairly minimises risks).

Sharing personalised promotions (that is, promotions only available to specific customers we offer them to) with others. This includes taking part in any personalised promotion forwarded to you by someone else when it wasn't intended for you.

Taking part in a promotion that's not available in the country you live in.

Colluding with other customers (that is, plotting with others to gain an unfair advantage).

Using more than one account per person, per household or per IP address.

b. If you take part in any play that we consider to be unfair, we may cancel any bonuses or promotions applied to your account, reclaim any bonus you've received as part of any promotion we've cancelled, and either:

void any bets funded by a bonus (that is, treat them as if they had never been placed); or

remove any winnings relating to any bonus.

So, as you can see it is pretty common in the industry and complying with the regulation. What we find unfair is when a customer covers more than 65% of the table with the minimum stake in order to wager for the bonus without any risk, so basically trying to fix the results.

Responding to your question, yes, we think it should be enough to close the case as solved as their first question was:

I got an offer from Leovegas to get a bonus on completing the Verger by depositing in it, I did the wager when I made a withdrawal.When I applied withdrawal, yesterday I logged in and blocked my account when I chatted, I missed the bonus.While I did the withdrawal by completing the wager, I created the account in June 2020 and made the last deposit on June 30, what was my account 3000.

I had offered bonus to him earlier also please return my deposit amount in help please

And as sita1215g has proven, indeed, he received an answer from us based on that email, and an explanation was provided, also eCOGRA details if they were not happy with that, so all the procedures were followed and communicated.

We, therefore, kindly ask you to consider this case as solved and if needed we can provide more information to eCOGRA as due to GDPR we are not able to post anything here related to sensitive information.

We look forward to hearing from you.

Thank you and have a good day!

Dear LeoVegas Casino,

It is very likely that information about not being a player in any online casino has nothing to do with GDPR and/or privacy policy, and it is not considered personal detail.

As for the mentioned rules - all of them (except for Bet365's one) cause a decrease in their ratings on casino.guru. If they used it unfairly against players, it would cause a higher decrease in their ratings. Bet365's rule above is not considered unfair, and I believe the difference between "will not contribute towards the wagering requirements" and "all winnings/funds confiscation and blocked account" is clear.

Casino.guru has a few thousand online casinos in its database. You stated 4 casinos that have such a rule in their Terms and Conditions, whereas not all of them are considered unfair. But, assessment of such a rule depends on the rule's wording, its application, and in this case - evidence.

We work with what we have. The data provided by the player was sent in a strange form and without the casino's cooperation, we are unable to verify it. On the other side, the casino is not able to substantiate its claims - so, for now, it is still just the casino's claims, unsupported by any evidence/data. The casino "cannot share sensitive information here", but basically, it has shared nothing at all yet.

Anyway, we are waiting for the player's reply and confirmation of submitting a complaint to eCOGRA.

Thank you for your understanding.

Dear sita1215g,

Please, see my previous post and answer my questions.

We are looking forward to hearing from you.

Thank u for trying so much and for solving my problem casinoguru i am posting a complaint to eCOGRA

Dear Branislav

Thank you for your reply.

It is impressive how the same rule is unfair for a certain casino but not others.

However, we are in line with the industry and of course, aligned with the MGA regulation which is the institution that can consider fair or unfair the rules.

We look forward to receiving the closure of this case as the customer has stated it has been solved.

Thank you and have a good day!

Leovegas I didn't solve anything Leovegas you have created problems and problems,You did not feel like giving withdrawal, so you blocked my account by pretending to play the game

Dear sita1215g

Thank you for your reply.

We based our comment on your own words: "Thank u for trying so much and for solving my problem casinoguru i am posting a complaint to eCOGRA"

As you have already provided proof of our answer and an explanation of why we have taken the decision, we cannot discuss personal information over here due to GDPR reasons. We are more than happy to provide to eCOGRA with the details as they are an official ADR.

Just pointing out some information from the email you posted here:

The wagering was done by betting on all available numbers on a roulette table. This means you were ensuring wagering is done with basically no losses since you could not lose. Mathematically you lose nothing or very little by betting this way. This goes against our terms;

Any ADR or person will NOT find this as a fair play practice. Especially when is clearly stated in the terms and conditions and in the promotion terms too.

We wish you all the best with your endeavors.

Thank you and have a good day!

Dear sita1215g,

Thank you for your confirmation regarding submitting a complaint to eCOGRA.

As we are not able to sufficiently review the complaint based on the gathered information, and you filed a complaint with eCOGRA, we are (temporarily) closing this complaint as unresolved for now. Unfortunately, the casino cannot provide us with the relevant evidence but is able to provide it to eCOGRA, which we accept.

Please, once you have a response from this agency, let us know about the results and its decision. We will then be able to reconsider the complaint on our side.

It is possible to let us know by reopening this complaint or by sending information/documents to my email address (branislav.b@casino.guru). In case we are not provided with the final decision by any party involved in a reasonable time, the complaint will be reopened by casino.guru.

I sincerely believe your issue will be carefully reviewed and resolved.

Thank you very much for your understanding and patience.

Best regards,

Branislav, Casino.Guru

Greetings all,

I am sorry for the delay. We have been provided with an update on this case in January 2023.

Based on the information received from the casino, the complaint was reopened.

"Dear sita1215g

We hope you are doing well.

It's been already two months and we have not received anything from eCOGRA related to this complaint.

We would kindly ask Casino Guru to consider the status of this complaint as it was proven during the conversation that the case was solved from our side and the customer was using this forum just to express he was not happy with the resolution.

We are sorry the resolution was not the expected one, but we understand that when a customer signs up with an Online Casino the Terms and Conditions are read and agreed.

We look forward to hearing from you.

Thank you and have a good day!"

Dear sita1215g,

You confirmed that you filed a complaint to eCOGRA, and based on this information we temporarily closed the case and have been waiting for eCOGRA's final decision. The casino's rating was not affected in this case.

Did you submit a complaint to eCOGRA, please? If yes, can you provide me with their final decision as well as all communications between you and eCOGRA? If not - what is the reason you have not done it yet?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Looking forward to hearing from you.

My case is close and leovagas casino close in my country

Dear sita1215g,

Could you be please more specific about the issue resolution?

Can I consider the matter resolved, or is there anything else we could help you with?

My problem is resolved 🙂 close my case

Alright, sita1215g, thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, LeoVegas Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru