The player from Luxembourg faced issues with LeoVegas, which did not accept their submitted driver's license or ID despite being high-resolution. This resulted in a prolonged delay for a €40 withdrawal, which had been pending for months. After the player communicated that the verification process had been ongoing for about six months and expressed confusion over the casino's inability to read the documents, the casino eventually accepted the submitted documents. The issue was resolved, and the complaint was marked as 'resolved' in the system.
LeoVegas Casino - Player's withdrawal is delayed due to account verification issues.
Amount: €40
LeoVegas Casino
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Good evening,
The casino LeoVegas has not accepted either my driver's license or my ID for quite some time, even though they were submitted with a high-resolution mobile phone camera.
Because of this, I have also been waiting for a withdrawal of €40 for months.
Thank you for any help.
Automatic translation:
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1 month ago
Hello kniwli,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LeoVegas Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Good day,
My verification process has been running for about half a year.
I don't fully understand the casino in their explanations; they tell me that their system can't read the documents, why I can't understand. I have uploaded the documents several times without any progress, the system can't read your documents.
Could it be my ad blocker? I can't really imagine it, so I logged in via Firefox without an ad blocker and submitted the documents:
I don't want to accuse the casino of any ill will, but something is wrong. I'll wait for their response.
Automatic translation:
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1 month ago
Hi Nick,
I got a mail that Casino Leo Vegas has accepted my documents
Thank you for your help once again
kniwli
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1 month ago
Dear kniwli,
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,
Casino.Guru
