The player from Austria is facing difficulties in receiving his payout from the casino.
LeoVegas Casino - Player's withdrawal is delayed.
Amount: €15,120
LeoVegas Casino
Safety Index:HighSafety Index
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8.9
LeoVegas Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have not received my payout from the casino to this day. I don't know what I should do.
Automatic translation:
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1 year ago
Dear mihaelstnc,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Please understand, that without verifying your account, you won’t be entitled to any withdrawals.
When did you request a withdrawal from the casino? Is it still pending in your account?
Looking forward to hearing from you.
Best regards,
Tomas
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1 year ago
Translation
I am a man just for information.
I had fully verified myself, I did everything the casino wanted and now the casino has closed me.
no casino problem and no internal problem.
Payment was requested about 5 months ago and it is still pending and I was blocked.
Best regards
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1 year ago
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your winnings with or without an active bonus?
If there is any communication you received from the casino, please forward it to my email at tomas@casino.guru
I'll await your response.
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1 year ago
Translation
Could you please tell us how long you have been playing at the casino and when exactly was your account blocked? About 1 year already blocked 2 weeks ago approx.
How did you find out about your account being blocked? By email because I didn't behave well in the chat.
What games have you played to accumulate your current casino balance? (Slots, Live Games, Sports Betting) All Live Casino Blackjack live croupier
Did you win with or without an active bonus? without bonus
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1 year ago
Before we contact the casino. please send me the email you received from them. Send it to my email at tomas@casino.guru
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1 year ago
Could you please specify if the casino refunded you any funds when they closed your casino account?
I'll await your response.
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1 year ago
Translation
No, no deposit monies were paid back to me.
I just got banned and that was it.
Best regards
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1 year ago
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I have screenshots of the Blackjack live casino rounds that I won and where I had €15,120 in my account.
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1 year ago
Thank you very much, mihaelstnc, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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1 year ago
Hi mihaelstnc,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite LeoVegas Casino to join the conversation and contribute to the resolution of this complaint.
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1 year ago
Dear mihaelstnc
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 assistance@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!
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1 year ago
Translation
Unfortunately not so far, they just told me that they had sent the money and that I had to wait for the bank and then said I would contact the bank.
Then they said they could send me confirmation that the money had been sent. I asked you to send it to me, unfortunately I've been waiting for a few days.
Best regards
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1 year ago
Since the casino confirmed that the money was sent, let's wait a few more days. Hopefully, your funds will arrive by then. I will set the timer to four days.
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1 year ago
Translation
sorry leovegas for the inconvenience, the bank was having difficulties. Thanks again casino guru for the work.
Best regards
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1 year ago
Dear mihaelstnc,
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,
Peter
