LeoVegas Casino - Player’s deposits have never been credited to his casino account.

Stealing money, does not Include money transfers to the game account, but deducts from the bank account. I provided payment receipts and other evidence but they ignore it,just stealing money.I transferred twice for 200nok and once for 100nok once, I used the Astropay payment method. I have all the evidence and receipts and have given them to thembut they do not return the money

Dear alexsau,

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. Was the money deducted from your bank account and credited to your casino account? Have you communicated this issue with your payment provider and the casino directly? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Have you previously deposited funds into your casino account using the same payment method?

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,

Petronela

Hello. Thanks for the reply, so the money was deducted from my bank account, I used the Astropay payment method. After contacting astropay and explaining the situation, they sent me payment receipts proving payment, but Leo Vegas Casino ignores this and does not add the missing money to my game account.This method of replenishment has been used in the past. I will send receipts and other proofs by e-mail specified by you.Thanks for help

I see. So the issue is not that there have been unauthorized transactions but you willingly transferred funds that were not credited to your account, is that correct?

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, the 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.

Dear alexsau,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello. Astro pay sent receipts proving money transfer to Leo Vegas casino account, but they don't add them because they probably avoid doing it, or they don't deal with money transfers. This is simply money theft. It's a real vision of irresponsibility, I've had a small amount gone, but if 10,000 disappeared, who would be responsible? How to grab the responsibility of the deception casino?

Thank you very much, alexsau, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 alexsau,

I will take care of your complaint from now on. I looked at the receipts you provided and would like to ask the Leo Vegas casino representative to join the conversation and help us resolve the issue of missing deposits.

Hello Alexsau,

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-no@leovegas.com detailing the above and putting: FAO Fiona/Nil as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Hello Leo Vegas casino, I have contacted your helpdesk many times, you have ignored my emails, and you have avoided dealing with this situation.

Dear alexsau,

I encourage you to try to resolve this issue with the casino, while they are paying attention to your requests. Keep us updated about any progress you make. You can also send any relevant communication about your case to my email at tomas@casino.guru Much appreciated!

Ok. I will try again write Leo Vegas casino, although it has already been two months since they did not deal with this situation and do not refund the money. They have received all the necessary receipts. I will inform you of the progress of the case. Thank you

Hello alexsau,

Has there been any progress in your dealing with the casino? Has the casino retrieved the deposits that were missing? Have they explained what happened? Keep us updated. Thank you!

Dear alexsau,

Has there been any progress regarding your complaint? We haven't heard from you for a while. We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello. After a long and frustrating effort, the money return to my player account. You can close the case. Thanks for the help.

I am glad to hear you received your deposits in the end, alexsau! Thank you for letting us know. We will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.