The player from Germany has requested a withdrawal two weeks ago. Unfortunately, the payment has been withheld due to required approval from a game provider. The issue was resolved, the player received his winnings.
LeoVegas Casino - Player’s struggling to withdraw his winnings.
Amount: €14,000
LeoVegas Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
LeoVegas Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Dear casino guru team,
I played on LeoVegas on June 12th, 2020 at the slot "Pirate Kingdom Megaways" of the provider "Iron Dog Studios" which in turn belongs to "1x2 Network2. Here I got an amount of 13.307 for every spin of 4 euros in the free spins, Won 20 euros.
After this win, I immediately applied for a payment of over 14,000 euros with other credits in the account.
After this payment was not processed, I asked the Leovegas support via chat.
Here I was confirmed that everything is fine with my account. I am also verified accordingly and no further documents would be required. So nothing would stand in the way of a payout. It would only have to be checked by the provider of the slot so "1x2 Network.
As soon as this check was completed, I would receive the credit.
Unfortunately, despite multiple email inquiries, Leovegas does not receive any feedback from the provider, according to its own information. And so I am always put off. "There is still no feedback and you cannot say how long this will take."
Regrettably, 1x2 Networks does not seem to respond to emails or inquiries via the website. I made an inquiry myself and haven't received an answer in 1.5 weeks.
So the feeling slowly creeps into me that there is no reaction here and therefore I never get my payout.
Apparently, Leovegas is also not interested in a real solution to the problem. I am told that the solution is being prioritized, but I don't notice anything about it.
I don't understand why at Leovegas someone doesn't even pick up the phone and clarify this directly with the provider. If my English were good enough, I would have done this personally for a long time.
My request to speak to a Leovegas manager is rejected. Likewise, I do not receive a response to official e-mails or messages via the Leovegas website, but can always only contact the chat support.
Since I can not get any further myself and am also at a loss as to how I should proceed, I ask you for help! Otherwise I have the feeling that I never see this payment in my bank account.
Leovegas has e.g. B. on Saturday, June 20th I simply canceled the payment request and credited the amount back to my Leovegas account. I received no notification of this. The chat request only gave the answer "this is so common when a payout is not being processed for so long". I then immediately requested the payment again, where it is now in my account history with the status "in progress".
Thank you for your support!
Best wishes
Christian
Automatic translation:
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4 years ago
Dear Christian,
Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. Secondly, I’m sorry to hear about your problem while withdrawing it. Could you please advise if you have accumulated your winnings with or without an active bonus? Those Free Spins have been part of a Deposit Bonus or you’ve purchased them as in-game feature?
If there’s any relevant communication, please forward it 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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4 years ago
Translation
Hello Petronela,
I have been a Leovegas customer for several years. No, they weren't bonus games and I didn't buy them in the game, I won them on normal spins.
Best wishes
Christian
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4 years ago
Thank you very much Christian for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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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4 years ago
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Thank you very much Petronela.
All the best for you!
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4 years ago
Hi Christian,
I looked at your case and email and understand your situation. I will contact the casino and see what can be done.
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4 years ago
Translation
Hi Peter,
all right. I had contact via chat with Leovegas again on Saturday after my withdrawal request was canceled again and I had the money back in my LeoVegas account.
I immediately requested a new payment of EUR 14,000.
The reason was as before. It is still waiting for an answer from the provider of the slot "1x2 Network") -: Apparently, you still don't know how long this answer will take.
Thank you for your help, Peter.
Best wishes
Christian
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4 years ago
Translation
Hello dear casino guru team,
after 3 weeks, Leovegas has finally processed the payment.
Despite several announcements in the chat that I will be informed immediately by email as soon as the provider has checked the profit, no information was sent to me.
However, I am no longer surprised because Leovegas has not answered a single email from me for the entire 3 weeks. This is poor customer service.
So I always had to wait forever until I reached someone in the customer chat.
Overall, I don't understand why Leovegas has such a good rating with you?
I have lost all trust in this provider and have my account deleted there immediately.
Many thanks for your help!
Best wishes
Christian
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4 years ago
Hi Christian,
I'm glad to hear you eventually received your winnings. I understand your frustration, you have been waiting for quite a long time. However, LeoVegas in general does belongs to better casinos on the market. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with any other casino in the future.
Best regards,
Peter
