LeoVegas Casino - The player's unable to withdraw.

I made a withdrawal on 12.01.2022 with the amount 167€ (on 11.10 AM) from LeoVegas to my Fidor Bank account via Trustly. My bank rejected it because when I had opened the account, I had stated that I will not use it for gambling/gaming purposes. The sum was sent back days later to their bank account again, but it wasn't credited to the casino account. I contacted them and asked me for a new bank statement (in order to make the withdrawal for a second time). I sent it. Now, despite it has been more than a month, they are delaying the verification on purpose, even though, I have sent five German bank account statements and three other wallet with SEPA transfer statements. One day, I got an email stating that the account was verified successfully, but when I logged into it the verification was revered. I thought Leo Vegas was a serious and considerate online casino, but apparently I have been wrong. I am willing to take legal action against them!

Hello Erald,

Thank you very much for submitting a 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.

Do I understand it correctly that your bank statement is not yet verified? Did it reverse since the e-mail from 16.2.2022 where the casino confirmed the verification? Did they give any explanation. When was the last time you contacted them and what was their respond?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

My bank statement isn't verified because, as I have sent them several other statements, they keep sending me the same email "that I should send them the bank statement with logo, my name and IBAN number again", even though I have already sent them.

The last statement I sent was yesterday.

They are delaying my withdrawal on purpose.

One day I got an email stating that my account was verified successfully, but when I logged in they had reversed again the bank verification!

Dear Erald.

Could you please forward us the communication between you and the casino to nikolas.b@casino.guru? It would be helpful to see which documents were rejected or if you have sent the correct ones to them.

Regards,

Nick

Hi Nick,

You can check the communication screenshots on your email. If you require the bank statements, don't hesitate to contact/reply.

Erald

Hello Erald,

Could you send the same statement you sent to the casino to us too? Did you try to send a new once to them since then? It just seems like a little misunderstanding and some details might be missing from it, that's why they can't accept it.

Regards,

Nick

Hi Nick,

As stated, I have sent several German bank statements to them (including some SEPA wallets and EU neobanks wallets). If they claim that there is a misunderstanding, why then do not approve these statements?

Hi Nick,

What is being doing with my case?

Erald

Hi Nick,

What is being doing with my case?

Hello Erald,

Apologies for the late respond as I was out of office due some health issues. I will forward the complaint to my colleague Branislav who will try to get in touch with the casino.

I hope we will be able to help you out and sorry again for the delay.

Regards,

Nick

Hello, Erald,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LeoVegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear LeoVegas Casino Team,

Could you please state the reason why the player's verification was reversed? Can you please explain to us the situation? What documents are problematic and what steps should the player follow for successful verification of his account? What else is needed to do to credit the player's account with the bounced funds from the player's bank?

Thank you in advance for providing the information.

Hi Branislav,

They don't have the guts to show up!!

Look at this "stellar" casino, with a Malta licence, SCAMMING under the sun!

It's a pity!

Even when they are going to show up, they will say to verify my account (which is an endless verification, by the way...)

Dear Erald,

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing.

Unfortunately, due to GDPR I am unable to look into this for you here.

I kindly ask that you email support@leovegas.com detailing the query and inputting: FAO Fiona/Nil as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Leovegas Group

Greetings all,

Thank you, LeoVegas Team, for providing the information and for your help.

Dear Erald,

If you already contacted the casino following the instructions above, please let us know once you have any news.

We are looking forward to hearing from you soon.

No Branislav, the same story. I sent a new German bank account, and it had the logo, my DE IBAN and BIC, my transactions, branch manager's signature, and yesterday's date.

I am going to open a legal dispute!

Who the h*ll think they are, these su*kers?! SCAMMING under the daylight!!! They will pay me every cent, and even for the inconvenience caused!!

Dear LeoVegas Team,

Could you please provide us with an update on the player's issue?

Hi Branislav,

If they are unable to verify my bank statements, they can send me the money via Skrill (I am a verified Skriller). But it's obvious that they do not want to make the withdrawal!

Hello, Erald,

Thank you for the information.

However, casinos cannot pay the players as they would like to and sometimes they are limited by many factors regarding the used payment method. Therefore, I would like to wait for the casino's statement.

Hello Erald,

I hope you're well.

I would ask you to kindly respond to us directly should you still be experiencing issues with this and we can look to get this resolved for you.

Thank you and have a great day!

I sent the the bank statement where I made the first withdrawal as per request by their compliance team (Fiona), and yet they said it was blurry.

If they wanted, they could investigate themselves, with their payments' provider. It's their task! And they would have found that the payment was returned. But again, it is my fault that I withdrew to an account that doesn't accept gambling money. Double-standards!

It's been 3 months and am considering to open a legal dispute (but if it feels to be too costly, maybe I won't). At least, they could have sent the amount for charity, but let these bunch of ineffectual people keep it and have the joy of them!!

(I am convinced that, if a convenience happens, they apply the double standards, typically to SCAMMERS!!.)

Thank you for the space here, and you are free to close the complaint as unresolved!

Dear Erald,

Could you please send me the above-mentioned documents that you sent to the casino representative and allegedly blurred? My email is branislav.b@casino.guru. We would like to see there also the casino's comment.

Do you have any other options for taking a better photo of your documents, for example using a scanner?

Erald, thank you for your email, I confirm I received 2 attachments.

If you wanted to use these pictures for your account/payment verification, I understand why it was not approved.

I am not an expert, but the documents look modified/edited.

Please ask your bank for the original bank statement and send it to the casino according to the casino's requirements.

Once you have it done, please let us know about the progress.

We are looking forward to hearing from you.

Hi Branislav,

Can you please tell me why should I edit them, when I am expecting to receive money?

I sent you another screenshot.

You may cancel the thread because they are not going to pay. It's been 3 months already (and, besides, I don't have much time to get with it). If they wanted to pay, they would have made their investigation and would have found that the sum had been returned back to their own bank. But anyway...

I wonder, in fact, if their licence' providers do any checks on these "online casinos".

Thank you for the help.

Regards,

Hello, Erald,

There are more reasons why.

I confirm I received your emails. The provided screenshot does not meet the requirements for a valid/relevant document for the payment method verification.

I would like to explain the situation to you. The verification process is important in every online casino. If you are not able to provide them with the official and valid documents, it is normal that your account will not be verified.

Also, I do not understand your request to cancel the thread. If I closed the complaint, it would be rejected, not marked as unresolved in this case.

So please clarify your request. Would you like to continue resolving this issue or not?

If yes, I would like to repeat my requests above:

"Please ask your bank for the original bank statement and send it to the casino according to the casino's requirements.

Once you have it done, please let us know about the progress."

In case you are not willing to cooperate with resolving the issue, we will be forced to reject your complaint.

We are looking forward to hearing from you.

Please cancel the thread!

Thank you very much for your help!

As per the player's request, the complaint will be rejected.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint resolving process, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, LeoVegas Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru