LeoVegas Casino - Player's winnings have been confiscated over an alleged violation of the Terms.

Hello,

I joined this website few days ago, i deposited £30 first, then £40, in total £70, I won £105 (105 total balance when I withdrew), I tried to withdraw. After 12 hours my account was banned, I messaged them via live chat and they said provide proof of address, paypal account and ID (this took 3 tries), which I did and they said we will message you after we did a routine check ( i thought everything was sorted), few hours later they banned my account because I breached their ''terms and conditions'', they refunded the £70 but said they ''forfeited'' my winning. I have got in contact but not solution to get my money back. They said I can't get my money or get into the account. The breaches they gave are 2 which I don't even know if I breached. This is what they said- 5.4.7. you are not depositing money through a payment method which is not in your name;

5.4.8. you are not depositing money through a business payment method (including but not limited to a business bank account or business PayPal account).

Dear sprab4311,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify which payment method you used to deposit funds into the casino?

Are you the sole owner of the payment method you used?

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

Best regards

Veronika

Hello,

i used paypal. The email I used does belong to my PayPal.

Thank you.

Thank you very much, sprab4311, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you sprab4311 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 why was the player banned and their winnings were confiscated.

Thank you!

Dear sprab4311

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 support-gb@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!

Dear sprab4311,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.