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

Vertications issues sent proof of identity and proof of address.

Wasn't on self excursion list I don't have gambling issues I was away due to moving new home.

Unresolved complaint with them and ignore my emails to them in chat they said they email me but I don't have any response from them.

Dear itwolkowski0,

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.

Have you been advised what specifically seems to be a problem in verifying your account? Could you please specify how much the disputed amount is?

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

I sent them my proof of identification and my new address but they blocked me. Can I email you what happen if it's OK with you so I can send you confidential information such as my passport and proof of address plus all info regarding my complaint with them

You can forward any supporting evidence and relevant communication to petronela.k@casino.guru.

Dear itwolkowski0,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Thank you very much, itwolkowski0, for getting back to us. You can forward any supporting evidence and relevant communication to petronela.k@casino.guru.

i sent you some chat logs for you which i record for legal action against the mention casino please put this in private only please

Thank you very much, itwolkowski0, for forwarding the live chat communication. Could you please advise since when your casino account remained blocked?

Yes still blocked I followed identification and proof of address I don't have gambling issues at all that's other thing they false allegations to me I was having a break and also moving to my new home on November 2018.

What I asked for that time is subject to access request under data protection law uk and not account closure too aswell

Could you please advise since when your casino account remained blocked? Are there any funds being held by the casino?

Yes their some money in my account. Don't know how much.

Could you please advise since when your casino account remained blocked?

Last year

Thank you very much, itwolkowski0, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, itwolkowski0,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LeoVegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear LeoVegas Casino Team,

Could you please look into the player's issue and provide us with an explanation from your point of view in more detail?

Thank you in advance for providing the information.

Dear itwolkowski0,

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing.

Unfortunately, due to GDPR I am unable to look into this for you here.

I kindly ask that you email support@leovegas.com detailing the query and putting: FAO Compaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Leovegas Group

Leo Vegas,

Casino guru have my details because I sent them my account details by email including those two chat logs I can authorised Casino guru give details to you with my permission.

I don't have gambling issues. I was their to test your Casino only and do a review on it too.

Dear LeoVegas Team,

What is the meaning of automatically sent replies with no relevant information in our open threads? Moreover, the player turned to us because the casino's Customer Support was obviously not able to help them.

Itwolkowski0, I do not think your permission allows the casino to provide us with the relevant data.

Are you please able to contact the casino's Customer Support according to the instructions above? They should be able to help you as soon as possible and at least identify your issue by stating a special email subject.

Once you have it done, feel free to share with me the results and the communication. You can send the data to my email address branislav.b@casino.guru or post it directly here with your reply.

I sent a two chat logs via on emails to your colleague Petronela

i dont have these too  risk of harm, if there is a risk of detriment to the business, suspicion of money laundering, etc

Yes, I know, and I saw them all.

The casino recommended you contact the casino Customer Support in this way:

"I kindly ask that you email support@leovegas.com detailing the query and putting: FAO Compaints Team as the subject line - We will then personally ensure that this is investigated further for you."

Please, contact them via email according to this advice and then provide us with the results and/or update.

We are looking forward to hearing from you soon.

Dear itwolkowski0,

Is there any progress on your issue? Was your problem resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

hello sorry i was busy with personal reason i will email them when i collected the evidence and all i will let you know when i sent the information to them by here or your email address i will cc to you as well i will email to you and leo vegas 🙂

not at this time i need extra day to 7 days

Hello, itwolkowski0,

I understand. Feel free to let us know about any news regarding your issue as soon as possible. Now I am extending the timer by 7 days and will wait for your update.

I am extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, please note it will be reopened only after providing sufficient data supporting the player's claims and cooperation in resolving the issue according to the casino's recommendation.

Best regards,

Branislav, Casino.Guru