The player from Brazil is experiencing difficulties withdrawing his winnings due to ongoing verification. We contacted the casino, but the casino representative refused to explain the situation in the complaint and instead the player was sent an email from the casino support with an explanation. We asked the player to provide the answer from the casino, but he stopped responding so the complaint was rejected so far.
LeoVegas Casino - Player’s struggling to complete account verification.
Amount: 1,500 R$
LeoVegas Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I created the LeoVegas account to place sports bets and, in less than a week, I was limited, without them explaining why. Happens, huh. I went to withdraw my money and to do that I needed to prove my identity and residence. So far normal. I sent the pdf of my credit card statement and photo of my ID. Proof of residence was immediately accepted but photo ID was not. Said you were out of focus. I was focused, but I sent another one anyway. Said it was poorly lit. It was well lit but I sent another one anyway. Said it was out of contrast. There was contrast but I sent it anyway. Summary: I sent 7 different ID photos and 5 different passport photos. NOTHING HELPED. After hours with their sac, the girl who was assisting me said the following messages "Heloisa: I accidentally requested a proof of address (10:00:00) Heloisa: please ignore (10:00:10) Heloisa: you received an email from him". Two minutes later, Mrs. Heloisa said that my proof of residence, which had been ACCEPTED, had no longer been accepted, right after she Mistakenly requested a new document. Everything leads to believe that she made a mistake and did not admit it. I thought "what can I do... now it's over... I'll keep sending ID and proof of residence until they accept it by a miracle". I went to the site again to try the same process for the fifteenth time and, to my surprise, MY ACCOUNT HAD BEEN BLOCKED FOR "SECURITY REASONS". THEY STOPPED MY MONEY, THEY DON'T ACCEPT MY CLEAR AND LEGITIMATE DOCUMENTS AND STILL BLOCKED ME! I'm desperate because the value attached to the site is very important to me
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1 year ago
Dear Bernardomartins,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to unsuccessful account verification, we will try to help you.
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.
Is there any relevant communication that you could forward to petronela.k@casino.guru?
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
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1 year ago
Translation
Good afternoon. Thank you very much for your help and attention. It cheers me up to know that there will be knowledgeable people by my side :) . I will send an email to the address you quoted above. Thank you again
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1 year ago
If you wish you can forward any relevant communication that would shed some more light on this issue and afterwards, we will contact the casino. Thank you in advance.
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1 year ago
Translation
Hello! I will now send an email that I wrote with great care and care so that my situation was very clear. As I have always downloaded LeoVegas SAC chats, there are several evidences that corroborate with what I report.
Hugs and thanks in advance
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1 year ago
Thank you very much, Bernardomartins, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.
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1 year ago
Hi Bernardomartins,
I've just reviewed your case and fully understand your struggles with the verification. In order to help you with the issue, I will contact the casino, and we'll see what can be done when they reply.
I'd like to invite LeoVegas Casino to join this conversation and participate in resolving this complaint. Dear LeoVegas, can you please provide us with more information regarding the case? Have there been any problems with the documents the player sent to you for verification?
I'm looking forward to hearing from you.
Best regards,
Natalia
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1 year ago
Dear Bernardomartins
Thank you for contacting us.
I'm sorry to hear about 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@leovegas.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.
Thank you and have a great day!
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1 year ago
Translation
Natalia, how do we proceed from now on? Do I send them the email I sent you detailing my case? Isn't there more progress we can make around here?
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1 year ago
Dear Bernardomartins, please get in touch with the casino as the casino representative asked you, and keep us informed here about the discussion of the case with the casino's support. We'll proceed with further steps when we get more information from the casino after they look into your case.
Regards,
Natalia
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1 year ago
Translation
Dear LeoVegas, after writing and sending an email about my case to the email address and with the subject you provided (support@.leovegas.com and FAO Complaints Team, respectively) I received an automatic reply with the following text:
"Hi Bernardo,
Your email has been received by our Customer Support team but we noticed that you have sent it using the old email address support@leovegas.com .
Please send any further emails using our new email address found at our Support Page so we can continue giving you the best service we can!
Kind regards,
LeoVegas Team"
According to this Support Page, your current e-mail address, unlike the one informed above by you, is ajuda-br@leovegas.com instead of support@leovegas.com . I forwarded the email I had sent you to your correct email address.
I await your return. Thanks in advance
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1 year ago
Translation
Dear LeoVegas, after writing and sending an email about my case to the email address and with the subject that you informed (support@.leovegas.com and FAO Complaints Team, respectively) I received an automatic reply with the following text:
"Hi Bernardo,
Your email has been received by our Customer Support team but we noticed that you have sent it using the old email address support@leovegas.com .
Please send any further emails using our new email address found at our Support Page so we can continue giving you the best service we can!
Kind regards,
LeoVegas Team"
According to this Support Page, your current e-mail address, unlike the one informed above by you, is ajuda-br@leovegas.com instead of support@leovegas.com . I forwarded the email I had sent you to your correct email address.
I await your return. Thanks in advance
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1 year ago
Dear Bernardomartins
Thank you for contacting us.
I'm sorry to hear about 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.
If you have sent us an email you will be receiving an answer as soon as possible.
Thank you and have a great day!
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1 year ago
Translation
Good afternoon, I know that you must be working a lot in order to help other people in situations similar to mine, but would it be possible to give me some feedback/update about my case? I've been unanswered for days...
Thanks in advance!
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1 year ago
Dear Bernardomartins
Thank you for contacting us.
I'm sorry to hear about 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.
If you have sent us an email you will be receiving an answer as soon as possible.
Thank you and have a great day!
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1 year ago
Translation
Good morning. I sent them some emails. They take an average of 3 days to answer me and are usually inconclusive returns. The last answer they sent me was asking again to send my documents and, in addition, my bank account. However, where I was supposed to upload my bank account, the link wasn't working, so I'm afraid the email they sent was in vain. The process is very slow, but there is nothing I can do other than replying to LeoVegas
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1 year ago
Dear Bernardomartins, has the casino replied to you since your last message?
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1 year ago
Translation
It's a very stressful situation. I already sent all my documents. I sent identity, proof of residence and even bank account. They tell me that information is missing and that my RG contains my full name, date of birth and CPF. My proof of residence contains my name, my address and my CPF. My bank account contains the bank logo, my name, my CPF and bank account number. What else is missing? In addition, they asked for "A letter that I must request from my bank for international payment". What??? Since when is this necessary for them to deposit me the money I earned honestly? Also, my account still hasn't been unlocked. I've been talking to LeoVegas employees for weeks but there's been absolutely no progress. A real mess with the customer. I'm staying polite and patient, treating everyone at LeoVegas with respect, but they just disrespect and bullshit me.
You at Casino guru are my only hope...
Edited
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1 year ago
Dear Bernardomartins, since the casino has kept leaving the same replies here, I'll try to contact them via some private channels. I'll let you know if there'll be any updates on your case.
I'd like to highlight if the casino won't provide any information to the point, the complaint will be closed as unresolved.
Regards,
Natalia
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1 year ago
Translation
Unfortunately they sent me an email saying that our conversation ended. It doesn't surprise me. Nothing resolved. Minus 1500 reais for me and +1500 for them
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1 year ago
Dear Natalia
Thank you for mentioning us.
Once again, we are very surprised about the information that you are expecting us to publish here.
We do not post sensitive information regarding any potential customer. That would be against GDPR.
Could you please let us know what information you expect us to post here, please?
Dear Bernardomartins
Can you provide the full response you have received, please?
Thank you and have a great day!
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1 year ago
Translation
Buddy, I'm not going to tell you no. You want to pretend you're trying to help. I'm out. They took my 1500 reais that were rightfully mine and they know that I will not file a lawsuit because justice in Brazil is expensive and bureaucratic. My money is yours but my time is no more. Thanks to the Casino guru folks who seem to have gone out of their way to help me out. But no effort would be enough in the face of the behavior of LeoVegas employees who attended to me. Horrible. I would be deeply ashamed to work for such a company. It has no feeling of fulfillment or usefulness whatsoever. Just stalling and pretending.
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1 year ago
Dear Bernardomartins
We then assume you do not want to provide that email for a reason we do not know. But the fact here is that we know you received an answer but we do not know if that answer contains an explanation or specify the reason why the casino is not keeping the communication.
Dear Natalia
We would appreciate it if you request the customer to provide such an answer so we can know what are the reasons or what has been said in that email.
Thank you and have a great day ahead!
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1 year ago
Dear Bernardomartins, could you please send me the email you received from the support of the casino? Is there any explanation? You can send it to my email natalia.b@casino.guru.
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1 year ago
Dear Bernardomartins,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Dear Natalia
Thank you for extending the period.
As posted here several times, we are not allowed to share any personal data on this channel either with you on private email. This is a matter of Privacy.
We can offer two ways of action here:
1. We keep communication with the customer via email directly with us (from a registered email address) And Casino Guru can then obtain information directly from the user.
2. Casino Guru obtains authorization/ mandate from the player to request personal data on his behalf, and provides this together with your request. Once we confirm the authorization is valid, there would be no obstacles to furnishing personal data to you guys, always via a private channel.
Please, let us know how you would like to proceed.
Thank you.
