LeoVegas Casino - Promised spins not credited to player's account.

I took advantage of an offer from LeoVegas, depositing 300 Brazilian reals and was promised 30 Spins of Bet R$5.00.

All I had to do was wager twice the amount of my deposit ($600).

After fulfilling these requirements, my spins were not credited.

When I reached out to customer support, I was told it would take 24 hours to resolve the issue.

Today marks 7 days and I have yet to receive any updates.

When I contact support again, they ask me to wait for the provider to rectify the issue before they (LeoVegas) can credit my spins.

This is OUTRAGEOUS, I feel aggrieved.

Dear poivon,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LeoVegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain if the game Oxygen is available for play without the bonus spins for you??
• Do I understand correctly the casino specified the issue is being worked on? Has the casino support offered any alternative bonuses to you or specified when the free spins will be credited to your account?

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The game is available, yes, but without the rounds that I would rightfully have.

I was also not offered any alternative bonuses, nor did they even respond to me via email.

Through the support chat on the website, they just ask you to wait.

Today, 12/23/23, marks 8 days that I have been waiting for a solution.

Thank you very much, poivon, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello poivon,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite LeoVegas Casino to join the conversation and participate in the resolution of this complaint.

Dear LeoVegas Casino,

Can you please provide an update on the player's issue? Why the free spins have still not been awarded?

Thank you.

Kind regards,

Tomas

Casino.Guru

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.

What? The Casino deadline has already been set, then you extended it another 7 days, that deadline is also over, and with all due respect, you will not reject this fraudulent casino? Incredible!!!

Hello poivon,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see what can be achieved. I will keep you posted.

Thanks for your patience.

It has been a month since the Casino did not respond or respond to the request for spins. 30 spins of $5, that's $150.00 where I could make big wins.

Guru Team, just like that, with Casino Leo Vega they blocked my account right now without any justification, I accessed it yesterday, and it was blocked today. Only reason is my complaint

So Casino Guru? They blocked my account, you extended their time for more than 3 weeks... It's unfair and negligent on their part.

Dear poivon,

I am still awaiting a response from the representative of the casino. We could potentially close the complaint promptly and suggest you reach out to gaming authorities. However, I would appreciate some clarification from you before proceeding. Could you provide any records of your communication with the live chat, demonstrating their offer of free spins? Furthermore, if your gaming account has been blocked, do you still have any remaining funds in it?

Yes of course.

The record of my communication with support.

And the registration of the offer, which I adhered to

And the record of the amount I had bet, I always activate reality control to be well informed of how much I play and bet.

Remembering, I've been in this fight for 30 days, and recently the casino blocked my account without any justification, neither by email nor any other means of contact, after I opened this complaint.

There was no balance there, because after what happened I didn't deposit any more.

Hello poivon,

I have received a message from the casino compliance team, instructing you to take the following actions:

"To send an e-mail to ajuda-br@leovegas.com with the complaint, putting: FAO Complaints Team as the subject line." They will personally ensure that the matter is investigated.

Due to the casino's GDPR policy, I may not receive any further information. Therefore, please keep me updated.

Thank you.

I sent the email as requested, and am still waiting for a response. . . .

Dear poivon,

Despite making multiple attempts to resolve the issue internally with the casino's representatives, I have not received any pertinent information. This lack of information is due to the casino's adherence to the GDPR policy, which prohibits the sharing of personal data. Regrettably, as you have also not received any response from the casino's department as instructed, we are unable to proceed with resolving this complaint. Consequently, we must close it as 'unresolved', which could potentially have a negative impact on the casino's rating. However, it is important to note that the casino retains the option to reopen this complaint at any time, and you will be notified via email if that occurs.

 In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (complaints@ecogra.org or https://ecogra.org) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submitting a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know how the ADR or MGA responded (tomas.k@casino.guru).

I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.

Best regards,

Tomas

Casino.Guru