LeoVegas Casino - Player's withdrawal has been delayed.

I want to withdraw my money more than 2 months ago but when validating my account, it asks me for a document that I do not have. In what other way can I withdraw my money or how can I replace that document that they ask me for (service invoice)

I have tried to speak with a live chat and they do not give me a valid answer, they only repeat that I have to attach the service invoice that I do not have.

I await your response, thank you.

Dear YORDANO,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

Could you please clarify which documents you provided so far? Do I understand correctly that verifying your home address seems to be the obstacle standing between you and your winnings?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear YORDANO,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.