LeoVegas Casino - Player’s withdrawal has been delayed.

I was playing Sweet Bonanza and won a total of 27,744.40 SEK.

I tried to withdraw my winnings, but as soon as I won big, I noticed that Leovegas had paused deposits and withdrawals because they wanted me to cooperate and prove the source of my funds—income verification. They do this through their partner Kreditz, which asked for access to my bank account, and I signed in using BankID to cooperate with them.

I am a very long-time and loyal player at Leovegas, having been with them for many years, and I am extremely dissatisfied with how I've been treated.

I don't mind that they have currently frozen my funds, but I have completely lost hope in the verification process because I am not getting any responses from them! Over and over, they just say that the "relevant department" is reviewing my verification and that they appreciate my patience while it is being investigated.

Please, I couldn't care less if Leovegas wants to close my account—there are thousands of other online casinos with a Swedish gaming license where I can play—but they have no right to take my money!

Please, someone, help me, I feel so hopeless.

Dear Bebskey,

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. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the source of income seems to be the only issue here?
• Have you provided any other documents and have they all been approved?

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

Best regards,

Kristina

Am I correct that verification of the source of income seems to be the only issue here?

Yes, but what I find strange is that I have played all these years at LeoVegas and neither all the deposits I have made over a long long time nor losses I have suffered have caused the casino to request documents or any income verification from me, but when I make a deposit and win big (at least for me) then they will suddenly start freezing my entire balance and investigate where my money comes from.

Have you provided any other documents and have they all been approved?

I have previously provided proof of address documents and passport. Both were verified a very long time ago.

Thanks for future replies.

Thank you very much for your reply, Bebskey. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have now forwarded it to your e-mail.

I have also communicated with them on their live chat but I never got any transcripts of these to my e-mail but I can confidently tell you they don't help me there either, it is just a slow process of stalling me and telling me someone is in line in front of me and they are taking so long that my thing is slowing down and my process is gonna take forever because of that.

Furthermore they promised that today, 30th of July, they would speed things up and tell the verification department that it's been too long now and that they should finish things for my verification situation up.

Despite all of the things mentioned above, my case remains unsolved as of today and not a single peep about the status of the verification of my income since weeks back.

I forever owe you if you can help me with this. 😕

Thank you very much, Bebskey, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Bebskey, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite LeoVegas Casino representative to join this conversation. 

Dear LeoVegas Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Bebskey, 

I am currently attempting to reach out to LeoVegas Casino outside of this thread. I will be extending the timeline by a few additional days. I appreciate your patience as I work diligently to assist you with your complaint.

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 klagomal@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!

This was solved. LeoVegas paid my funds after 1 and a half month.

Hello Bebskey,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Bebskey,

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.

Thank you so much for your time.

Best regards,

Katarina

Casino.Guru