LeoVegas Casino - Player’s requesting a full deposit refund.

I am writing to you today to file a complaint against Leo Vegas and sister RoyalPanda Casino (Leovegas.com/Royalpanda.com). Both casinos operate under the sameMga Gaming license Number (MGA/CRP/237/2013andMGA/CRP/237/2013-01. 

The grounds to my complaint is the complete ignorance of the self-exclusion program by the 2 casinos with regard to making more deposits even after being excluded early in one of the two on the 3rd of April, 2021. Resulting in losing more money due to my foolish gambling addiction. This is a failure of the ‘reasonable’ responsibility to protect self excluded patrons and vulnerable customers and a Complete disregard for the protection of vulnerable customers and lack of procedures for responsible gambling. And it certainly shows an element of irresponsibility from Both of your Casinos.

Secondly,With the insufficient processes in place I was able to create a new account and within 2 weeks or more deposit more than 7000$Cad without any kind of identity verification or source of funds checks or control whatsoever and without any kind of communication from both casinos. A total failure to perform the required KYC, AML checks. It is clear that both of your casinos are completely ignoring their responsibilities with regards to vulnerable customers, self exclusions and KYC, AML .

Thank you for taking the time to look into my complaint.

I have have chat proof of the date my account was self-excluded.

Yes absolutely. Same name,date of birth,physical address,email and Credit card in both accounts. I dont remember being verified or submiting my docs even after depositing more than 9000$ in both casinos.

I see. So your first account has been blocked due to a gambling problem on April 3rd, 2021. When did you open your second account, please? Is your second account still accessible?

Sorry for the confusion. I initially opened my first account with Royal Panda dating Nov 2. 2020 following by Leovegas on the 7th of March 2021. I asked initialy to be self-excluded on Royal Panda and kept depositing at Leovegas after regarding my self-exclusion due to my gambling addiction at that time with Royal Panda. Right now both accounts are locked.Thank you

Am not sure if you did receive my attachment files on Sunday sent to you not through this forum but at your email

(info@casino.guru)!!

Yes, I have received your email with all the relevant screenshots. So your LeoVegas Casino account has been opened 7th of March 2021 and closed 3rd of April 2021? When did you create another LeoVegas Casino account?

I did not open a second account in Leovegas, Royal Panda and Leovegas are sister casinos and run under the same Mga Licence.The selfexclusion would reflect in Leovegas a swell. I did not know both casinos run under the same platform at that time.

I see. Your Royal Panda Casino account has been created on 2nd November 2020. When was it closed?

Honestly, I don't remember and both casinos don't even bother sending email confirmations about self-exclusions. In any case, its obvious they breached their policies by allowing me to deposit after my self-exclusion proved by their live chat.

Could you please make the last attachment you made private? I don't want my email and first name made public??

Thank you very much for the forwarded screenshots. I do apologize but I'm still not sure about the dates. Could you please have a look and confirm the following?

• LeoVegas account: opened 7th March 2021 - self-excluded 3rd April 2021
• Royal Panda account: opened 2nd November 2020

Are these correct?

Yes correct. The issue, when you ask live chat on both casinos websites to give you a self-exclusion date for each casino, they will not specify which casinos first. I have tried multiple times without results. They will just tell you a specific date on their networks. I don't remember about the date of myself exclusion with Royal panda, but one thing for sure I did and if you look at the screenshots and my bank statement i sent you, you can clearly tell deposits were made after my self exclusion and I guess knowing the date of my Royal panda account closing won't matter. If the 2 casinos are honest and straight forward as your Guru very good reputation say so, They will forward you the complete chats, and you will see the proof. I also forgot to mentioned on my complaint is their policy as in their terms and conditions (8. KYC and Member Account Information) I was able to deposit more than $9000 within a month without never been verified or asked to provide Ids, source of funds, proof of address etc.. This is a Complete disregard for the protection of vulnerable customers and lack of procedures for responsible gambling. I also think Customer Due Diligence (CDD), Know Your Customer (KYC) and Anti Money Laundering (AML) processes are insufficient and in breach of the license requirements and Mga law. it's also a failure of the ‘reasonable’ responsibility to protect self excluded patrons and vulnerable customers. And it certainly shows an element of irresponsibility from both casinos. All my apology for my English, am French. Thank you again to look into my complaint.

The only thing that I truly don't understand is how you were able to deposit funds into your LeoVegas Casino after the self-exclusion. It was confirmed by the live chat that it has been applied on the 3rd of April and yet, deposits were placed in May. Was your account reactivated and were you notified about it, or you requested it yourself?

I will. Thank you for looking into this.

Thank you very much, Benny1969, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 Benny1969.

I am sorry to hear about your troubles. 

Please update the case when you receive some vital information from the casino.

I still have no response from Leovegas representative, It's been a week now!!

Please be patient. I will try to ask somebody from the casino via Skype.

Leovegas is trying to stall the payment by asking me impossible documents with a bank statement that include my swift code. Swift code in Canada for my bank is universal and is easily accessible by google Cibc swift code, there is only one swift code for my bank in all CIBC bank in Canada. I already provide them with all necessary bank statement including all my bank statement for a transfer, ID,debit card,proof of address and they won't do a refund through my debit card, same as I did all my deposits. Obviously, it's show their dishonesty. 3 weeks and still no refund.

I am in contact with a different casino representative. She promised me a quick response. Please be patient.

I have send them every document possible they stalling my refund because of a swift code that is easily can be achieved by a click on google.there is only 1 Cibc bank swift code in Canada but still they ignore and refuse. They take 3 days to respond to each of my email. Such a scam casino

Dear Hassan,

We hope you are having a lovely day.

We have been informed and also informed you that you will be paid out, however we require the correct info from you that has been communicated via email.

Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this further for you here. I kindly ask that you email suppor­­­­­­­t­­@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.

We hope you can understand.

Kind Regards,

LeoVegas Group

I just did send another document to FIONA with my swift code minute ago but as usual, you will take 3 to 4 days to respond to my email. What a shame

Dear Hassan,

Many thanks for your quick reply.

Kindly allow a couple of days, yes. However, I have emailed Fiona and marked it as urgent, and she will get back to you by the end of the day.

We understand your frustration but we value your opinion.

As you can imagine, we get inundated by requests by other valued customers, but we still try and accommodate all in the shortest time possible.

I'm positive we will manage together very soon.

Best Regards,

LeoVegas Group

Another empty promises. No email received or help for that matter. Maybe the issue is with Fiona who is stalling my refund.

Hello Benny1969.

Any update regarding your case?

Hi Matej. The issue has been resolved and received the funds. Thank you to you and all the Guru team. I have tried a lot of competitions such The pogg , Askgamblers and others and I can frankly say you are the best by far. Kudos to you.

Dear Benny1969,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.