The player from Austria had deposited 200 Euros into her online casino account, but the amount was canceled later due to exceeding the set limit. Despite her providing proof of payment and efforts to trace the transaction through her bank, the issue remained unresolved. This resulted in a loss of 200 Euros and an additional fee of 38.35 Euros incurred during the process. After a lengthy discussion and several communications with the casino and the bank, the casino finally credited the 200 Euros to the player's account. However, the casino refused to refund the additional fee incurred by the player during the process. Despite the resolution of the main issue, the player had expressed dissatisfaction with the casino's handling of the situation and was considering closing her account. After our involvement, we were able to find an agreement with the casino team, and the player was informed by the casino team that they would bear the additional fees the player had to pay as a sign of goodwill, so we considered the situation as resolved.
LeoVegas Casino - Player’s deposit is disappeared.
Amount: €200
LeoVegas Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I made a deposit of 200 euros on 07/25/2023. The amount has been debited from my account. Unfortunately, I had exceeded my set limit, so that the sum was verifiable for a short time, but was cancelled. Since then the money has gone. A very committed communication with the live chat did not bring any success. I have repeatedly provided proof of payment to support (which has also been confirmed), but so far there has been no further response or information. On advice, I contacted my bank and asked them to track the whereabouts of the 200 euros. However, I have to pay 38.35 euros for expenses.
Since the money appeared on my history in the short term, I assume it is still being held by LeoVegas.
I ask for help.
Thank you and best regards
Marina S*****
Austria
Dear Charlie6311,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
Thank you for this information and help.
I have now asked my bank to track the money. In the meantime, 2 weeks have passed since the "disappearance" of the money. Unfortunately, the finance department of Leovegas has still not given an opinion, despite repeated requests and successful sending of the proof of payment. If you need further proof, I will be happy to provide it to you.
Thanks and greetings from Austria
Hello Charlie6311,
As it is a common issue in almost every single online casino, patience is the most important. Be sure to forward the casino all the information they asked for - transaction confirmation, reference number i.e. and let us know the outcome.
Hello and thank you again. The casino closed today after THREE WEEKS!!!! Contacted me for the first time and asked for feedback. I had already sent all the necessary proof to the casino several times in the last three weeks. Unfortunately, my bank has not yet been able to record any success in investigating the missing 200 euros. I urge you to take the matter further as I suspect a delaying tactic on the part of LeoVegas - for whatever incomprehensible reasons.
Thank you and kind regards from Tyrol in Austria
Hello Charlie6311,
As such lost deposit may take up to a month to be located, could you please advise if there's been any update from the casino or your bank regarding the payment? If still not, we can try to get in touch with the casino but please keep in mind that it is important to provide the casino any information received from your bank in order to locate the transaction.
Hello and thank you, I already commissioned my bank to track the money on August 7th, 2023 and I have to pay a fee of 38.35 euros for this. So far I have not received any feedback from my bank or from Leovegas. Leovegas only asked about the current state of affairs. I have sent all the necessary proof to the casino several times. This has also been confirmed. I ask you to pursue the matter further. The 200 euros have now disappeared for a month.
Thank you and LG from Oberau in the wildschönau in Tyrol in Austria
Hello Charlie6311 and thank you for all the information provided. Based on your description, it is not really possible to tell whether it is the casino's or the bank's fault. However, to clarify it with the casino as detailed as possible your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Charlie6311,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite LeoVegas Casino to join the conversation.
Dear LeoVegas Casino,
Can you please provide more information on the player's missing payment? Was the payment received from your side at all?
Dear Charlie6311
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-gb@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!
Hello and thank you again for your efforts.
I sent LeoVegas an email using the address you provided and described the situation again. At the same time, I received information from my bank today that the beneficiary bank has confirmed that the recipient - i.e. LeoVegas - has received the money. I am sending both proofs in the attachment. I continue to ask that the matter be pursued further.
Thank you and LG from Oberau in the wildschönau in Tyrol Austria
I have just asked my bank to send me all the information about the ZV DEPARTMENT's investigation into the money to my email address (proof attached). At the same time, I just checked my player account at Leovegas. There is still no money in the account.
thanks again
Hello Charlie6311
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-gb@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!
Dear Charlie6311,
Thank you for providing us with updates on the situation. Sadly as LeoVegas Casino team mentioned they can't share specific financial information with us due to GDPR and other information handling constraints.
Please make sure all the information is sent to support-gb@leovegas.com as well, so they can check with their financial department where the issue is. I have my fingers crossed it will be sorted out shortly 🤞
Hello Charlie6311,
Can you kindly provide an update on the status of your case?
Should you have not received a solution to your query, I would ask you to kindly contact us on the aforementioned email address and we will be more than happy to assist you.
Thanks and kind regards,
LeoVegas Team.
Good day,
Yesterday, after almost 6 weeks, the 200 euros were finally credited to my player account. I asked LeoVegas to refund me the costs incurred in tracking the money in the amount of 38 35 euros. This was rejected today. Compensation for expenses or an apology were also out of the question. Thank you for your efforts .
LG from Oberau in the wildschönau in Tyrol
Dear Charlie6311,
I'm glad the missing deposit was successfully credited to your casino account. I understand the situation was inconvenient for you, but the error was not exclusively on the casino's side, as the payment that exceeded your limit was most likely blocked by your bank. Every transaction needs to be confirmed on both sides to be considered fully processed. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands. However, I can agree that the casino team could have handled the situation better by providing you with more information on the process.
Do you still have your casino account open? Are you still OK to use Leovegas Casino?
Thanks for the quick reply. Since my account was debited immediately after the instruction and it was proven that the money appeared in my history at Leovegas at short notice, I personally blame the casino. At the moment I still have the account open and could use it, but after this negative experience I will most likely delete it soon.
Does this question have a special background?
Thanks
Dear Charlie6311,
Thank you for your response. I was informed by the LeoVegas team that they would contact you directly.
Please let me know if you were able to find a solution for the inconvenience with the casino team so that we can consider your complaint resolved.
Dear charlie6311,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hello, Leovegas has contacted me. The beneficiary bank is now also demanding
Expenses amounting to 36 euros. Tracking my money ultimately costs me 74.35 euros. I also reported this to the casino. At the end of the month my bank in Austria will bill me for this amount. I will then forward proof of payment to Leovegas. I have already been promised that I will check the costs. However, I did not receive a promise to cover the costs I incurred. I'll keep you updated and thank you for your helpDear Charlie6311,
Thank you for your response.
I understand the fees to trace your payment were an extra cost for you, however, I'm glad LeoVegas Casino showed their generosity by being willing to refund you the fees. I have no reason to doubt that the LeoVegas Casino team won't stick to its decision. If, for any reason, you remain unsatisfied with the resolution of your matter, please do not hesitate to reach out to me via email at michal.k@casino.guru.
As the main issue of the missing deposit was solved, we consider your complaint to be resolved.
We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation, and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
Best regards,
Michal
Casino.Guru
Dear Charlie6311,
Thank you for your response.
I understand the fees to trace your payment were an extra cost for you, however, I'm glad LeoVegas Casino showed their generosity by being willing to refund you the fees. I have no reason to doubt that the LeoVegas Casino team won't stick to its decision. If, for any reason, you remain unsatisfied with the resolution of your matter, please do not hesitate to reach out to me via email at michal.k@casino.guru.
As the main issue of the missing deposit was solved, we consider your complaint to be resolved.
We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation, and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
Best regards,
Michal
Casino.Guru
