The player from Brazil faced issues with withdrawing funds after the casino blocked her account and kept her €350 Pix transfer. After questioning the time frame for the transfer, the casino canceled her account without returning her money. The issue was resolved, and the money was returned to her. The Complaints Team marked the complaint as resolved following her confirmation.
LeoVegas Casino - Player's account has been closed and money confiscated.
Amount: 350 R$
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
They blocked me and kept my money. I made a Pix transfer of 350.00 two days ago. The casino informed me it would take 48 hours to be credited to the account. And when I asked why it was taking so long since it was a Pix transfer and where on the website it mentioned this time frame, my account was blocked and canceled. They did not return my money.
Automatic translation:
Public
Public
2 months ago
Dear DRICA1972,
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.
- Do I understand correctly that the deposit has not been credited to your casino account?
- Could you please advise if it was your first deposit in this casino?
- Did you have any real money balance in your casino account when it was closed?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 months ago
Translation
Money returned. Thank God it was only the account that was blocked.
Automatic translation:
Public
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2 months ago
Dear DRICA1972,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
