LeoVegas Casino - Player’s struggling to complete account verification.

Hi, I deposited 50 BRL on LeoVegas to try it out. I arrived at the value of 150, and when I asked to withdraw they asked me to confirm my identity. The problem is that they didn't accept my documents and they were all legitimate and consistent. I even made a deposit with a virtual card and they did not accept the printscreen of it, claiming that they need the physical card or statement. I asked support for help who was super ignorant to me and I acted the same way with him, who blocked me and lost my remaining fund. Thief website. Unprepared people, but I never play in these types of casinos.

Dear vitorclimaco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear vitorclimaco,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I gave up. Totally. They did not accept the print of the virtual card I made the purchase. They didn't accept my ID because it wasn't the right size. I zoomed in, resent. They made the whole process difficult. I've played on other sites and had no problem with that. I play on poker sites and it's all easier and faster, you want to withdraw your funds you withdraw, only on those disgusting casino sites that there are such complications. I've seen friends go through the same problems on checks and that's ridiculous. Unfortunately, this kind of help here doesn't change the amount of trouble online casinos offer. This is the reality. There should be consumer protection in the face of these problems, the money I put there should be reversed from me. No matter what happens people should never lose money that way. They suggested blocking the account and I did, ****-**, but I never play on this type of site anymore.

Thank you very much, vitorclimaco, for your reply. Do I understand correctly that you have closed your account? Are there any funds being held by the casino?

Yes, I had 100 BRL there, I asked for the withdrawal of 50 and I faced all this problem. Now I campaign against this disgusting site, that's all.

Could you please advise what happened with your active balance?

Hi, thanks for your kindness, but I think I've explained everything. I deposited 50 BRL on the website with a virtual card generated by my physical card application. I started playing and reached a value of 150 BRL. Then I decided to ask for a withdrawal of 50 BRL. In this, I was informed that I needed to confirm my identity and I know this is standard procedure for all websites. However, to my surprise they did not accept the print screen of my virtual card with the purchase data, requiring the physical card or the invoice (Detail that it was a new card and I had not received the physical card yet or the invoice that would only arrive a month later), and they also did not accept my ID or the original document, claiming that it was not in the required upload format. Anyway, when I went to talk to the attendant I was treated very badly and I retaliated, cursed him and was blocked from the site. In the end, the money that is left is there and I am blocked. There is the possibility of requesting the unlock but I don't want to, I was disgusted with this type of site. Thank you and I hope you end this request for a complaint here.

I'm sorry to hear that you don't want to continue this thread since 100 R$ is still being held by the casino, if I understood correctly.

We’ve rejected this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.