HomeComplaintsLeoVegas Casino - Player’s winnings were withheld.

LeoVegas Casino - Player’s winnings were withheld.

Amount: €7,300

LeoVegas Casino
Safety Index:High
Submitted: 02 Mar 2023 | Case closed : 09 Mar 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

7 months ago

The player from Austria had his winnings withheld as the deposits haven't been allegedly received by the casino. We ended up rejecting the complaint because the player stopped responding to our messages and questions.

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1 year ago
Translation

Hello,


I won €7300 playing blackjack at leovegas, which I wanted to cash out. Suddenly, my leovegas account was blocked because 8 transactions that I transferred immediately did not arrive at leovegas. The 8 transactions were 910€ which I got back to my account.

Then Leovegas sent me an email with 8 open transactions and I should contact the bank where the problem is. The bank itself does not know why the transactions failed and said I should carry out the transactions again with the reference number, which I did. That was on January 30, 2023. They asked me 2 weeks ago for proof of payment that I also sent. My account is still blocked with the 7300€. Leovegas live chat mean I just have to wait. But more than 1 month is really a long time no idea where the problem is.

Automatic translation:
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1 year ago

Dear Zoki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your withdrawal was suspended due to the last deposit not being received by the casino yet. 

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have used to deposit funds into your account? Was it your first deposit in this casino?

If there’s any relevant communication, please forward it along with your bank statement to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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1 year ago
Translation

I transferred them immediately. No, that wasn't the first time

Automatic translation:
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1 year ago

Thank you very much, Zoki, for your email. Could you please confirm the timeline of events?:


  • The first deposits were sent on 29.11.2022
  • You were informed by the casino that the funds didn't go through on 8.12.2022
  • The second attempt to transfer the funds was on 30.1.2023


Could you please advise if the second attempt was successful? Lastly, please forward your bank statements for November, December, and January. Looking forward to hearing from you.

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1 year ago
Translation

The schedule is correct.

From my side the 2nd attempt was successful but leovegas says they have not received anything yet.

Automatic translation:
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1 year ago

Thank you very much, Zoki, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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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1 year ago
Translation

According to leovegas, 7 transactions out of 8 have arrived today. Now only one is missing although I transferred them all on the same day.

Automatic translation:
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1 year ago

Hi Zoki,

I'm taking over your complaint. That is good news. Please let me know as soon as the last transaction is successful.

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1 year ago
Translation

The last transaction is still not there although I transferred them all on the same day. Very funny.

Automatic translation:
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1 year ago

Hi Zoki,

Is the status of the transaction still "pending"?

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1 year ago
Translation

And

Automatic translation:
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1 year ago
Translation

Yes the transactions is still pending

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1 year ago

I suggest you ask the support if there's an issue with the transaction (in case of a technical issue) and wait for a few more days.

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1 year ago
Translation

Leovegas support said I should wait. But 6 weeks is really a long time for a transaction. 7 arrived and only 1 is missing. I sent them all on the same day.

Automatic translation:
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1 year ago
Translation

I sent you an email which leovegas has now sent to me.

Automatic translation:
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1 year ago

Hi Zoki,

Thank you for the email. Could you please explain what it is about? Where is the €100 missing from? I need a little bit of context.

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1 year ago
Translation

At the beginning 8 transactions were missing. 7 have arrived now only 1 is missing. At the beginning it was 100€ and I transferred the 100 to leovegas. Now Leovegas thinks it was €200, you made a typo. Now transfer the remaining 100€ from the last transaction.

Automatic translation:
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1 year ago

I still don't understand what you mean by "at the beginning it was 100€ and I transferred the 100 to leovegas". Did you have to make a deposit of €200 in order to be able to make withdrawals?

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1 year ago

Dear Zoki,

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.

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1 year ago

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.

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