LeoVegas Casino - Player’s deposit to Casino LEO is delayed.

*Casino Name: Casino LEO

It appears that the selected casino is aimed at the Japanese market.

Subject: Deposit via Internet Banking Not Reflected

8/29 am10:35 (JST)

I deposited ¥2,000 into the designated account using the bank's internet banking service.

Usually, it is credited within 30 minutes, but since it was not reflected, I confirmed via live chat.

I was informed that the concerned department would contact via email.

At this time, as per the live chat request,

I submitted a screenshot of the internet banking transaction history.

14:35 (Myself)

Since there was no contact, I inquired by email.

14:53 (Casino LEO Response)

"We are currently confirming with the payment company.

At present, the deposit has not been confirmed yet.

Funds will be credited after confirmation by the payment company."

This was the response.

21:41 (Myself)

I requested a prompt resolution, regardless of the reason, without letting it slide.

22:16 (Casino LEO Response)

"Currently, we are also waiting for a response from the payment company.

We will contact you as soon as the confirmation is received."

8/30 13:51 (Myself)

I stated that such actions amounted to fraud.

Requested them to show their policy and actions to address the issue.

14:10 (Casino LEO Response)

"We have also asked the payment company for confirmation today.

We will contact you as soon as it is confirmed."

However,

It seems like they are shifting the responsibility to the payment company (whose existence is even questionable), showing no intention to resolve the issue.

Dear maboine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Is it about LeoVegas or a different casino? If a different one, please provide a link.

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

Dear Nick

We appreciate your response on this matter.

Thanks again for your questions and advice.

We will answer your questions.

☆Name of casino where this incident occurred: Casino Leo

URL: https://casinoleo.com/ja/promotion/all

When I looked up the casino in question, I found the following:

"Casino Leo is an online casino that was relaunched after Leo Vegas withdrew from the Japanese market. Since it only just re-launched in 2022, there is not much information about Casino Leo on the Internet."

*Reference URL: https://www.strafe.com/jp/esports-betting/reviews/casino-leo/

☆We will answer your questions regarding the following information and explain the detailed deposit procedure.

◾️Question: Regarding the statement that "The only thing you can do is contact your payment provider"

Who is the payment provider?

I have attached the details of the deposit flow and a reference image.

・Details of the deposit flow

Select Internet banking from the attached Casino deposit menu and specify the deposit amount.

Your bank account registered with the casino will be displayed.

Log on to your bank account's internet banking from the Casino site (

Enter your online banking ID/PW, date of birth, transaction password, etc. step by step, and online banking will detect any log-on attempts from unusual locations and send you a warning.

This allows you to easily transfer funds to a designated account without having to enter any remittance information.

Finally, approve the transfer using your online banking authentication app.

The transfer will be completed from your bank account to the bank account specified by Casino.

Therefore, regarding loss on the way,

If the attached transfer destination is a payment company,

Problems between payment companies and casinos

Could the payment company's bank account be frozen?

Where is the provider located?

Thank you for your continued support.

I just received a notification that my payment has been reflected.

I checked the credits.

Thank you for your assistance.

Dear maboine, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru