LeoVegas Casino - Player’s withdrawals delayed and promotional spins undervalued.

Recently, I encountered 2 unresolved issues and had a terrible experience at this casino. I received a promotion where I was supposed to deposit up to 75,000 CLP and receive 75 free spins worth 150 pesos each. I claimed the offer and made my deposit. After playing for a while and trying to make a withdrawal, I received a message stating that they needed to contact my bank (although I had made withdrawals from the casino before). I contacted support, and they informed me that I needed to verify my account (which had been verified for a long time). I attempted to make a withdrawal more than 3 times without success; their only suggestions were to troubleshoot with the browser and cookies, which did not work. Since I couldn't withdraw, I continued playing to get the free spins. Eventually, I lost my balance because the game never awarded me the bonuses. Then, I tried to claim my free spins for the deposit after meeting the wagering requirements, but when I entered the game, it notified me that the spins were worth 20 pesos each. I NEVER agreed to 20-peso spins; the promotion clearly stated they were worth 150 pesos. After attempting a few spins, an error message appeared: "Contact support, error 212". I reached out to support, and they insisted on troubleshooting with cookies and the browser again, but the error persisted. They redirected me to another support team, where I sent images of the promotion and the error message. They advised me to try accessing from another device. When I logged in from another device, the spins were still worth 20 pesos, and upon playing them, the error 212 appeared again.

In summary, 1- I lost all my money without being able to make a withdrawal, even though my account was already verified. They made me re-verify, and I still couldn’t withdraw.

2- I deposited the amount associated with a promotion, but when I received the spins, their value was much lower than advertised.

3- The chat only redirected me to support, and support kept asking me to change browsers or clear cookies. When I entered the game, I managed to play a few spins before encountering the error again.

It seems to me that Leo Vegas is playing with its customers since, all of a sudden, withdrawals are not possible, the games do not give the bonuses, and there is misleading advertising and promotions.

Dear Lunanegra,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve experienced with the casino.

To help us better understand and investigate your situation, could you please provide more details on the following points:

• Could you confirm the exact date and amount of the deposit you made to claim the promotion?
• Have you previously made successful withdrawals from the casino using the same bank account? If so, could you provide details of those transactions?
• When you were asked to re-verify your account, did you receive any specific instructions or requests from the casino? If so, what were they?
• Can you provide screenshots or copies of the promotion that clearly state the spins were worth 150 pesos each?
• Did you try accessing your account and playing the free spins from a different device and network? If so, did the same error persist?

If you have any relevant communications or documents, please forward them to petronela.k@casino.guru.

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,

Petronela

Hello, answering your questions.

1- I made the deposit on 06/30/24 for an amount of 75,000 clp, which was what was needed as a minimum to obtain the free spins of 150 Chilean pesos.

2- I have made several withdrawals before, since one must request a withdrawal and then communicate via chat, so that it is authorized from the platform and the transfer is generally instantaneous. My last withdrawal was for an amount of 200,000 clp

3- Attached photo indicating the number of free spins and the amount of each one.

4-I accessed the platform from a notebook, the spins continue to appear at 20 clp and when I spin them the same error appears in the game.

I requested a game change and they told me that this operation cannot be carried out, since the promotion was in Hyper Strike

Thank you very much, Lunanegra, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Lunanegra,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite LeoVegas Casino to the conversation to participate in the resolution of this complaint.

Dear, these days the casino contacted me via email, because of the "inconvenience" they gave me 30 spins of 750 Chilean pesos, which I ended up losing in the same casino, I personally decided to close my account at Leo Vegas, given that my winnings They were minimal, every time I won something, mysteriously no Slot gave anything and I ended up leaving everything in the same casino, so due to my bad experience I left that casino aside, with its few bonuses, it had no loyalty program, the bonuses were miserable , they made you deposit a lot of money and make it rain to win some spins with a small value for the bet, being that they ran the risk of losing the money to get said spins.

I thank you for wanting to be mediators, but well, I wanted to

Share my bad experience so that people know what type of casino it is and users don't waste their time.

Hi Lunanegra,

Thank you for the update. Since the value of the free spins the casino gave you as goodwill was higher than the value of the original free spins, we consider the issue to be resolved. We understand your frustration caused by not winning anything but it's the nature of gambling, sometimes you win and sometimes you lose. 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