LeoVegas Casino - Player’s struggling to withdraw her winnings.

Good afternoon .. From February 20, 2021 I want to collect my prize of 900 soles and to date my prize has rebounded 7 days after withdrawing. I wish they give me a solution to my request. The truth is, I already think it is a scam.

Thank you

I look forward to your answer and solution

Mirtha Susana Sosa G ***

Dear Susan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?

Have you tried contacting the casino for assistance? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Susan,

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.

I have not had any successful withdrawals ..

What is KYC verification?

Every time I ask the casino. I have no answer ..

I already sent my identity document .. Me. They ask for a receipt of services to verify my home but that my name appears and I live in a rented apartment.

Thank you very much Susan for your reply. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. The casino asks for documents to verify the player's identity.

I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I will now try to contact the casino and let them know about your issue.

Unfortunately, we haven't receive any respond from the casino. I'm really sorry but if we won't be able get any respond from the casino within the next 7 days, we will be froced to close the complaint as unresolved, which could lead to casino's rating reduction.

Dear Susan,

We could successfuly contact the casino, the delay was caused by a little issue but now we are in contact with them and will get back to you with an answer asap.

Message from the casino:

Hello Susan,

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 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!

Dear Susan,

We haven't hear from you in a while. Could you please keep us updated regarding the case? Also please note that if we won' get any respond within the next 7 days, we will be forced to reject the complaint.

Dear LeoVegas Casino,

I would like to ask you to inform us about the status of player's verification. Did she subbmit all the requested documents?

We haven't receive any respond from the casno yet. Please note, if we won't get any answer within the next 7 days, we will be forced to close the complaint as unresolved.

Dear Susan,

Thank you for contacting us.

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 Fiona/Nil as the subject line - ( Please note the subject line )

We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

LeoVegas Casino

Dear Susan,

Please do as the casino recommends and let us know any outcome regarding the case.

Dear Susan,

We haven't hear from you in a while. Could you please advise if there is any update regarding your case? Please note, if we won't get any respond within the next 7 days, your complaint will be rejected.

The complaint will now be rejected.