The player from Ontario had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn't been received yet. The player had clarified that his KYC process had been completed a year ago and there was no additional information required from him. The casino's terms of service stated that withdrawals should have been processed within five working days. The player later confirmed that the payout was received after approximately 11 days. The issue had been successfully resolved and the complaint was closed.
LeoVegas Casino - Player’s winnings haven’t been received yet.
Amount: Can$1,007
LeoVegas Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
Been a full week since withdrawal request when website says 2-5 business days TOPS. Contacted support and they told me after 5 full business days that it was a "technical issue on their end" and wait another INDEFINITELY but likely 2-5 more business days. I couldn't cancel the withdrawal too. Sounds like bullshit to not pay out.
Public
Public
11 months ago
Dear kqphone,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
11 months ago
Hey Kristina, my KYC has been completed like a year ago. There is nothing that they need from me informational wise.
Their own tos:
"16.3. Assuming that You have submitted your verifiable identification documents (if applicable), the Operator will strive to process Your withdrawal request within twenty-four (24) hours. There could be instances where this may not be possible, due to high withdrawal volumes. However, in all cases, we will process your withdrawal request within five (5) working days, subject to appropriate authorizations and verifications."
Public
Public
10 months ago
Dear kqphone,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
