LeoVegas Casino - Player’s winnings are delayed and account issue persists.

Dear casino guru support

To begin with, I must say that I have been a loyalty customer on numerous gaming sites, and I have never encountered such indifference.

In early September, I participated in an intriguing promotional tournament on Leo Vegas called the WoWpot Tournament. The objective of this tournament was to achieve the highest multiplier wins, and I made sure to confirm the rules through your chat service before proceeding to play. The tournament was divided into four stages, each with a prize pool of €2,500. The winner of each week was promised a reward of €2,000.

I invested thousands of euros into this tournament, aiming specifically for these weekly first-place prizes.

Given that the game's RTP is 86%, and with the Leo Jackpot feature active, which deducts €0.10 per spin, the effective RTP per spin was around 55%. No rational player would engage in such gameplay unless the tournament was designed to offset these losses and provide an opportunity for reasonable returns.

After the first week concluded, I reached out to inquire about the leaderboard and the prize payments, as I had achieved a very competitive score, one that would typically secure the tournament's top spot.

I was initially told that the matter was being investigated and that I would receive a response. However, despite reaching out approximately 10 times over the last three weeks, I have received no meaningful reply.

My loyalty manager, Henna, has also been informed multiple times, but she has not responded either, likely due to my recent drop in loyalty status.

Regardless, over these four weeks, I consistently achieved outstanding results that should have won me each week's tournament, having spent significant sums and dedicated a large amount of time.

I am formally requesting the full payout for the four weeks, amounting to €8,000 (€2,000 for each week's first-place prize).

I have screenshots of all my results and am fully prepared to provide any evidence required by Casino Guru.

Additionally, I find it concerning that Leo Vegas removed all information about the tournament from the promotions page even before the four-week tournament had concluded.

I look forward to your prompt resolution of this matter.

Kind regards,

Jarkko

Dear napasorsa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LeoVegas Casino ES.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share screenshots regarding your placement in the tournament?
• Could you please share your communication with the casino regarding the matter? Share screenshots here, or send chat transcripts or emails to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Thomas,

Thank you once again for helping to resolve the issue and for assisting players in addressing problems caused by the arbitrary decisions of casinos.

Also, there is a small error in my first post; the prize distribution is €10,000 per week, with the first-place prize being €2,000 per week. The total prize pool for the entire tournament is €40,000.

I don't have the tournament leaderboard to show because, according to their rules, it should have been visible. However, despite multiple requests, they never published it at any point during the tournament. They did assure me that the tournament was active and the spins were being recorded. I have screenshots of my biggest wins from different tournament weeks.

I will send you the chat history for the parts I have discussed with them, but for three weeks, I have been waiting for information by email without receiving anything. In the chat, they keep repeating the same mantra, saying that the matter is still under review. Otherwise, the casino no longer wants to comment on the issue at all. It's likely that the tournament funds have been diverted to the staff's recreational fund.

Br,Jarkko

Dear napasorsa,

• Have you received any confirmation from the casino regarding your entry to participate in the tournaments?
• Have you issued a ticket for the casino to investigate the issue? Could you please share your inquiry communicated to the casino? I apologize for the inconvenience.

Share the information in the form of screenshots here or send the information to my email at tomas@casino.guru

Dear Tomas,

As you can see from the chat screenshots I sent you, the casino confirmed that the tournament is active and that the rounds are registered.

The casino refuses to provide me with a case ID number, but at the same time they claim that the case is still under investigation, and they have not set a time limit for this. I've been hearing this for the past 3-4 weeks.

Additionally, I just want to confirm if you received my email along with the attachments?

Br,Jarkko

Dear napasorsa,

I am sorry but the information you provided is not enough for us to confront the casino and demand tournament prizes.

Please note tournament prizes are paid out automatically, and without any evidence of something unfair we can't proceed to demand anything. If you received any acknowledgment of the issue please forward it to me otherwise, we'll proceed to close the complaint due to insufficient evidence.

Hello,

I must admit that I am now extremely disappointed with Casino Guru's stance on this matter. The casino has not responded to me for over a month, and I expect you to take some action to prompt them to provide answers to the following three questions:

1.Where can the leaderboard for the tournament that ended three weeks ago be found?

2.Where are my prize funds from this tournament?

3.Why is the casino not responding to my messages?

A couple of weeks ago, I was in a chat with LeoVegas customer support, and they also suggested that contacting Casino Guru would not help, which I found quite alarming. This raises concerns of possible affiliate relationships and a lack of transparency, and I sincerely hope that is not the case here.

Once again, I can provide further evidence, as LeoVegas confirmed that the tournament was ongoing, and the spins were being registered. However, I have not received any prize money or even an email from them for over six weeks, which I believe is an unreasonably long delay.

Br,Jarkko

I am sorry you feel this way.

Kindly share your communication with the casino regarding the issue. Since your complaint began.

Please understand it's impossible for us to argue in your favor without appropriate evidence. My email is tomas@casino.guru

I'll await your reply.

Dear napasorsa,

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.

Dear, thank you. I have been abroad, and the VPN is working badly, so I will reply in this new time frame.

Br,

Jarkko

Dear Tomas,

It is now clear that Leo Vegas is simply trying to ignore the whole situation and does not want to comment on the Wowpot tournament issue at any level. In other words, they were fine with lying and misleading players, which led to losses amounting to thousands, not to mention the time wasted. I have now forwarded the evidence to you via email, and I hope you will be able to use it to challenge Leo Vegas to respond to the accusations I have raised.

Br,Jarkko

I appreciate your patience. 

I went over the communication between you and the casino. Please allow me a few questions.

I gather the tournament was paused due to an issue with a game. Did you learn which game had this issue?

Was the schedule of the remaining phases of the tournament moved?

Mid-tournament you were informed the link to the tournament information was still available in one of the responses. Is that accurate?

Was the information later removed again?

I appreciate your cooperation.

Hi, the screenshots were in chronological order, and this message was from the first week of the tournament. There are ten messages saying that the tournament would continue as usual and encouraging not to worry, assuring that the prize money would definitely be distributed. Could you now kindly ask Leo Vegas for a response regarding this Wowpot tournament issue, and also address these three questions again:

1.Where can the leaderboard for the tournament that ended three weeks ago be found?

2.Where are my prize funds from this tournament?

3.Why is the casino not responding to my messages?

I want to clarify the first question. The first part of the tournament finished two months ago, and the entire tournament ended six weeks ago. I still haven’t heard anything from them.

Thank you very much, napasorsa, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you napasorsa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LeoVegas Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Thank you for contacting us.

I'm sorry to hear of 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 service@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!

I'm here seeking help from Casino.guru because your department, or in fact any of your departments, has not responded to this issue anymore. I wouldn't be here if I had received a resolution from you.

Secondly, you can provide general information about the tournament’s status without breaching GDPR, as this doesn't involve discussing personal details about any individual. It solely concerns the tournament, which was publicly available to everyone.

Thank you!

Dear LeoVegas Casino representative, thank you for your punctuality when it comes to adhering to the GDPR and Privacy Policies however I would like to point out Chapter 3 Section 3 Article 20 of the General Data Protection Regulation which states the following:

Right to data portability

1.   The data subject shall have the right to receive the personal data concerning him or her, which he or she has provided to a controller, in a structured, commonly used and machine-readable format and have the right to transmit those data to another controller without hindrance from the controller to which the personal data have been provided, where:

(a)

the processing is based on consent pursuant to point (a) of Article 6(1) or point (a) of Article 9(2) or on a contract pursuant to point (b) of Article 6(1); and

(b)

the processing is carried out by automated means.

2.   In exercising his or her right to data portability pursuant to paragraph 1, the data subject shall have the right to have the personal data transmitted directly from one controller to another, where technically feasible.

3.   The exercise of the right referred to in paragraph 1 of this Article shall be without prejudice to Article 17. That right shall not apply to processing necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller.

4.   The right referred to in paragraph 1 shall not adversely affect the rights and freedoms of others.

The data subject, in this case, the player napasorsa has given us consent for the processing of his personal information by agreeing to our terms and conditions when registering. Refusal to share this information at the player's request is in direct violation of the regulation. Now that this has been cleared up, I hope we can continue in the resolution of this case. You can forward any relevant information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you for the further clarification.

Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

Please note that this is a public thread and that we are not comfortable to share sensitive and personal Data via this thread. We are more than happy to assist 'napasorsa' to access his right of portability via our own dedicated channels.

I kindly ask that you email service@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!

Thank you for the update LeoVegas Casino representative, I would like to point out that while this thread is public any message posted has to be approved and if it contains private information it can be set to be only visible to the involved parties. If that is still a problem you can share this information with me through private channels like my email. (peter.c@casino.guru) If not I will be forced to close this complaint as unresolved due to your noncooperation. Thank you for your understanding!

Thank you for the further clarification.

To share any data relating to this case, we would need verification of the player. Thus, we would an Identification Document such as an ID, Driver's License or Passport.

We still offer to send an email service@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.

Looking forward to your reply.

Have a nice day!

Dear Leo Vegas Casino Representative,

I am providing my identification (driver’s license) as requested. However, I must express my frustration regarding the handling of this matter. I have made repeated efforts to resolve the issue through various channels, including your general chat, loyalty team, and email correspondence.

Despite this, I have received no satisfactory response other than being told the matter is under investigation.

It is deeply disheartening as a player to see that your interest in resolving the matter only seems to arise when one dares to question their rights as a customer. Even in this case, it is evident that the primary objective is to sweep the issue quietly under the rug.

I am therefore extremely grateful that casino.guru is addressing this matter on my behalf. It is clear that they receive answers from you, whereas customers who play on your platform are often left without any meaningful communication.

Attached is my identification document. Casino.guru, Peter, please ensure that this section is not made publicly visible.

Thank you!

Dear Peter,

Kindly note we have compensated the player a certain amount, but we are still looking further into this to review the case entirely. With this, we have informed the player separately via email as well to keep him updated.

Thank you!

Hello,

It is true that Leo Vegas reached out and provided a partial refund. From my side, we can close the case on the Casino.Guru website, and I will continue with Leo Vegas privately now that I have finally managed to get in contact with them. Thank you, Casino.Guru and Peter, once again!

Br,Jarkko

Dear napasorsa,

We're glad to hear that your issue is being resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter