The player from Sweden had raised a complaint about LeoVegas Casino ES, stating that despite having deposited large amounts of money daily and frequently asking for bonuses, the casino had never inquired about his well-being. The player believed the casino should have recognized his gambling problem. However, the Complaints Team clarified that without the player explicitly mentioning his addiction, the casino could not be expected to identify it. The team had advised the player to communicate his gambling issues to the casino and have his account properly closed. The complaint was then closed as unjustified.
LeoVegas Casino - Swedish player's responsible gambling concerns.
Amount: 250,000 kr
LeoVegas Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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7 months ago
Translation
I've lost several hundreds of thousands. Asked for a bonus in the chat every day. Not once did they ask how I was doing. I also received bonuses after 2019.
Automatic translation:
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7 months ago
Dear emmisen89,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with LeoVegas Casino ES. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.
Best regards,
Nick
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7 months ago
Translation
I deposited a lot of money every day. They never asked how I was. I asked for bonuses in the chat every day. They should have seen that I had a gambling problem.
Automatic translation:
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7 months ago
Hello emmisen89,
Did you ever mention gambling issues to the casino on based which they should limit your deposits or block your account? If not, you can freely deposit any amount of money there and they are not responsible to contact every player if they depositing a higher amount of money.
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7 months ago
No. But I had a gambling addiction personality which they should react to when they are doing source of wealth. I begged in the chat for bonuses every day.
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7 months ago
Hello emmisen89,
Without ever mentioning your addiction, you can't expect the casino to know that.
Please keep in mind that no casino will ever refund you anything unless you mention your gambling addiction.
I would recommend to contact them as soon as possible and mention your problems with gambling so they can close your account properly.
We will be now closing the complaint as unjustified.
Best regards,
Nick
