LeoVegas Casino - The player struggles to withdraw her winnings.

I was already a player with Leo vegas before Ontario gaming merged with them,I had withdrawn 1000 dollars a week before they emerged I was already verified I dep on the beg of April and won 450 now they have given me back my dep but not my winning s of 150 as I had cashed out 450 and all of sudden they lock my account and ask for documents and I resent all my documents but still have not received my winnings of 150 this has been since April 4th, 2022 and also they keep sending me emails to say send my withdrawal method which they already have as Gigadat would be the same way as they have always had They say they have problem with my grandson on my banking account but he is 9 years old sent over his birth certificate and all His info but still, my account is closed and my winnings have not been sent to me 150 dollars My grandson on my account that is for my reasons incase I pass away then my children are protected and have access to my account as my husband has passed and its only me..It should not matter s I told them I could simply use my visa which is on file and they refuse any resolution The amount is only 150 but it is the principle of me playing with them so long verified and now all of a sudden without warning they close the account and keep my 150 and they have all my documents Please keep in mind that when I make a dep its strictly with Gigadat and when I withdraw its with the same payment provider I want a resolution and think just because now Ontario gaming as emerged why do this to their players from the past that were verified

Hello mp8215mulready,

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.

Do I understand it correctly that the casino refused to verify your payment as there is an another owner of that account? When was the last time the casino responded to you and what was it about? Could you please also forward the documents to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

So I used payment dep with Gigadat but they wanted to see a bank statement even though I have full verification from me, Leo vegas on April 4th, 2022 merged with Ontario gaming, and with the withdrawal of 450 they wanted to see the bank statement my account, has my 9-year-old grandson Matthew He has no authorization for withdrawal He is a minor He is on My bank only for the purpose if I pass away then the banking with any of my money would not have to probate which then leaves my funds tied up for a number of months my children without money for my funeral. I have told them Leo Vegas that I used my account its strict mine with my grandson on it but again I can use my visa that is strictly my name and have used in the past for dep with for Leo Vegas and they have it on file but note no one has trouble of my banking as I am the owner that is not even a question They have sent me email after email to send them my withdrawal method but I have sent over 20 of them and still my 150 is still there not given to me Number 1 the dep method was shown to them E transfer with Gigadat shows making it with my name, number 2 why do they want to see my banking account as long as they have my info and my transfer showing the dep but that being said I sent them the birth certificate of Matthew and proof of address fro Matthew but explained to them a 9 year old has no utility bills but they refuse to understand that

Just a note so you understand better I played with Leo vegas for now 2 years and have made successful withdrawals with them even before this happen a week before they emerged to Ontario gaming I had made withdrawals of 1000 and was given plus in the past never any issues ..I played with them like usual and have never had problems until they emerged then all of a sudden account was locked and withdrawals cancel and given back my dep 300 but they have my 150 winnings and locked account I actually had the account unlocked on the 6th of April by Live agent that spoke to live support but then soon after locked it again with no explanation I saw the locked account again soon after I tried to log in to see when I would get my 450 winnings so again the 300 initial dep was given but not the 150 my winnings was not given to me and account still locked All documents have been given to them

The last time was April 31 2022 as they do not want to help with a resolution and keep sending me to send my payment banking info and I have sent the direct dep my void cheque plus they have given me already the dep with Gigadat 300 but refuse to give me 150 of my winnings and my account stays locked its been stressful and now thinking why should I have to deal with this when I as a long time player with them but now that they have emerged wit Ontario gaming I have to be locked I think its because I have had luck and there using it as an excuse to Lock my account as Again even though they have emerged with Ontario I was already a player with them and fully verified so now I am locked because of the merge makes no sense and also no communications to fix the problems and then wy unlock the account only to lock it again after 1 day

Nick sent you two emails showing you the withdrawal of 1000 that was made and given to me before the merge with Ontario gaming also sent the email saying that I was fully verified and go ahead and play with them When I did log in on the 4th of April made the dep of 300 with gigadat just like I did many times in the past It asked me if I wanted to go to the Canadian side which I agreed then played live monopoly won and cashed out for my method that I have done many times before through gigadat E transfer Keep in mind They also have my banking details but also sent them my direct dep slip all info my void cheque again even though They have all info but they locked my account got it unlocked with live chat after speaking to support team then 1 day after they locked it again I am not getting anywhere with them as they are not communicating but keep asking over and over again my banking details for the 150 payment guess what I sent it over 20 of them and still they continue to ask Did tell them that already sent me the dep of 300 through gigadat so send my 150 winnings the same way and the way its always been sent Please note its very unfair and not ok to be verified play with them a number of years then all of a sudden locked account Unfortunate because my account is locked there is not much I can send you but only this info to let you know the main details

Hello mp8215mulready,

Thank you for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Palmira,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite LeoVegas Casino to the conversation to participate in the resolution of this complaint.

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email suppor­­­­­­­t­­@­­­leovegas.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

experincing This is not ok first I have tried everything and they refuse to communicate, second, they have given me already my dep of 300 but refuse to give me my winnings I was already verified in their system so when I made that de and won 450 I had no reasons to believe they would keep my winnings I have tried everything before coming here and they are taking me as a fool to get over 20 emails saying to give them my withdrawal method when they already made withdrawal back to gigadat is just simply taking me as a fool I want a resolution I want my 150 dollars that i won fair and square I have tried for over 3 months trying to get a resolution I have been taking as a fool with chat been shut down and no some helps me I want Peter to help with this and know that everyone is been experiencing the same fate after Ontario gaming as emerged I ma not the only one and this is unfair so Please give me my winnings 150 its been rightly won by me

Peter this is just them saying this to not handle what they are doing stealing people's money I am not alone This is now the reality of Leo vegas since they have emerged with Ontario gaming When I made a dep I had no reason to believe they would lock my account after being a long time player with them over 2 years and then got an email stating they emerged with Ontario and I was fully verified check out their new games so, of course, i Made a dep won and then they locked this is an illegal activity from the casinos that they are doing to their regular customers now and pocketing all the money using the excuses that they are not verified using one excuse or another This casino needs to go black listed now My winnings were only 150 but another player can be battling thousands of dollars I want to save them the biggest headaches from Leo Vegas now its turned into a illegal casino I say this as they do nothing to help you resolve the issue nothing I have spend every day for the last 40 days getting no where so that is why I have come for help I want help

Att Leo vegas I need help from Peter and want him involved with this He is fair and will do everything possible to resolve this case I will not take no for an answer your casino the reputation is on the line I made sever complaints and have been on social media to warn others as this casino LEO VEGAS now is not what it was before the emerge WITH ONTARIO I want Peter to help and he has all info and I have tried over 3 months with no help from you guys so again you need to answer to someone for your illegal actions towards a regular verified customer that just made a successful withdrawal 1 week before you emerged with Ontario gaming If you see my history I have also used my visa which is on you system that is under me alone and you can put my money 150 back into my visa if you would like I can make a small dep to from my koho visa even though I used it already in your casino in the past and you can withdraw my 150 back into my visa after I make a small dep into your casino from my visa this is all my resolutions told to you by me fro now over 3 months and you never answer so again I will not take no for a answer to get help from Peter so work with him if you ahv nothing to hide ... I am upset how you can lock my account and unlock it only to lock it after 1 dy for no reasons its not legal to treat your players like this no you need to answer to someone for this illegal actions against your players i need to get a resultions and you need to give me one its been since April and believe me I have tried and the only one trying so again i will need help from Peter

Hi all,

Thank you for your replies.

Dear Palmira,

I strongly suggest you follow the casino's instructions as stated here: "I kindly ask that you email suppor­­­­­­­t­­@­­­leovegas.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you." You can also paste the link for this complaint to that email.

Dear LeoVegas Casino team,

We can ask Palmira to sign a Power of Attorney so that we can represent her. We can have it delivered to you in the form you prefer.

Dear mp8215mulready & Peter,

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email suppor­­­­­­­t­­@­­­leovegas.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

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Problems withdrawing at Leovegas

bruceyellowhead said:

Hello,

My names is Bruce and I have been a player at Leovegas for sometime now, I recently won a large amount of money on Sunday night/ Monday morning may 15th/16th; I attempted to withdraw my first increment of 4000$ and was told I have to wait til everything is check (win,account,ect.) before I can start withdrawals, Thursday may 19th,2022 came and I was given the green light to start withdrawals, I did 3 and that was the max for the day and I couldn’t do anymore til the next day. The next day came and I receive an email saying I need to verify again they wanted a bank statement so I sent them that and again I was given green light to go ahead and withdraw again which I did. Again I did 3 withdrawals and reached my limit for the day and the agent Mitko or Mitka said come back tomorrow (Saturday May 21.2022) and we can withdraw the rest for you. I wake up Saturday morning and again they are asking for a variety of things including 10 prepaid disposable Mastercards, that I used which were purchased from my local corner store Circle K

I had previously used these kinds of cards numerous times at leovegas and the first casino I ever played at Jackpot City, And I have never been asked to provide them, I’ve used them many times at leovegas in the past and they have never asked for them so I had no idea of knowing that I would need to save them; and once you use the balance on them they are useless; and then I would just throw them in the garbage, the cards they are asking for are from a few mouths ago and they are all disposable prepaid cards. I feel like they are trying to do everything possible not to honour my win, as they never asked for anything before this but now I actually won something they are trying to make it very difficult for me to withdraw my money. I have done everything they’ve asked up until this point, and this request from them might be what they were finally looking for, so they don’t have to honour my win, Everything they’ve asked for after the fact I was told I can withdraw my win they already had, they already had my I’d my bank statement ect., as I was already verified before this, so I gave them what they asked for even tho they had it already, and now this, they want these cards even tho they most likely know there prepaid cards, because before when I used my bank card that was new, same bank, same card just expirie date was diffent, I had asked my bank for a new bank card so when I used it at leovegas for the first time, immediately they requested that I send it in to them, why wasn’t that done with these prepaid cards as soon as a used them? But now months later they want them, make absolutely no sense and I find it absurd.

Hopefully I can get some advice from other players or some one that’s familiar with this kind of situation, the reason I made a profile here and wrote this is because I had previously seen a comment from someone at Casinomeister, comment on another review telling them that they have a strong relationship with Leovegas and they will reach out the them.

Thanks and I look forward to hearing for advice.

ATTT ALLL READ THIS UBOVE ME THE SAME PROBLEMS

this is another person having problems with Leo vegas as you see Peter I will get no where I have tried for over 40 days believe me you have gotten no where its like they are ROBOTS AND NEVER BEING A REAL PERSON THAT CAN HELP YOU

Dear Palmira,

Has there been any news since the last email you forwarded? I didn't see much progress so far.

No not at all this is what I am talking about they PRETEND GIVE THE RUN AROUND and play me as a fool they have all info and I ma very disturbed with this casino hope they can be backlisted to save players from going through this nightmare which never goes no where It fraud that this casino is doing now to their players What do you suggest I do how can they get away with this its really heartbreaking how this is fraud to me As I was a long time player and was veriifed and ven now they will not wok with me at all keep playing games

Dear Palmira,

Did you write those emails to the casino exactly as instructed above?

"I kindly ask that you email suppor­­­­­­­t­­@­­­leovegas.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you."

Please do it exactly as stated here and don't upload any of the screenshots and we'll see what the casino's response will be.

I did I did ok so that is where I am at with no response never its been over 100 days since early April they are the worst casino and fraud

Peter sent them an email stating what you said and sent you a copy

Hi Palmira,

It seems you keep sending the email to support-ca@leovegas.com and the casino stated it should be sent to suppor­­­­­­­t­­@­­­leovegas.com. I don't know what difference it makes but it's not the same email address. Also, what subject did you use? I can't really see any in the forwarded email. It's supposed to be: "FAO Complaints Team".

I DID THAT NOW SENT IT TO THAT EMAIL YOU INDICATED AND SENT MY OTHER ONE BEFORE THERE TOO WITH THE SUBJECT FAO Complaints Team

Thank you Palmira.

Dear LeoVegas Casino team,

Could you please reply to Palmira's email and give her an official statement clearly stating what exactly the problem is so that we can move on?

Good morning guys,

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

If you have emailed us, you should have received already an answer, so we would kindly ask you to check your email and let us know.

Please, remember that we are not allowed to accept any documentation via email, so please, keep in mind that we have to delete any email containing documentation with your personal details.

If you have not had the chance to email us, please, use this email: suppor­­­­­­­t­­@­­­leovegas.com detailing your case and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Dear Leo vegas as per my email you have all my on my account that was done all of it was done and sent to you the way you requested you have all my documents from April everything under the moon and more This is just another excuse to avoid the issue of you reopening my account or at least pay me the 150 this is called scamming your players and pretending you need documents when you have everything You have it all you have the license front and back, you have proof of address, you have my banking statements, you have assessments of my taxes you have it all and so much I feel violated you have it all through the way you already requested I sent this to you back in April with chat I was on chat every day FOR 90 DAYS 2 HOURS ALL THE TIME EVERY DAY AND GOT NOWHERE PETER I SENT THEM ALL MY ID EVERYTHING THROUGH THE WAY THEY HAVE REQUESTED THE EMAIL WAS TO SHOW YOU PETER THAT I ALREADY SENT EVERYTHING

Hi all,

I will sum up the situation: The casino accused the player of using a third-party payment method and requested additional documents of the third party - ID and proof of address. The aforementioned third party is Palmira's 9-year-old grandson whose name somehow appears on the account. I don't know how it works in Canada, but I'm not sure if 9-year-olds have their own IDs and utility bills as proof of address. Palmira provided the grandson's birth certificate but it doesn't seem to suffice for the casino. From my point of view, if Palmira is the owner of the bank account and it was registered in her name, there is no reason to delay the verification process.

Dear Palmira,

Since the casino won't give us a proper and clear statement, I suggest you turn to the eCOGRA, a dispute resolution service, and submit a complaint to them (complaints@ecogra.org). The next step would be contacting the Malta Gaming Authority (MGA) itself. You may do so by contacting the MGA player Support Unit at the following link: https://www.mga.org.mt/support/online-gaming-support/. Please keep me updated and let me know how they responded. The complaint will become unresolved until there is some progress. I wish I could be of more help.

Best regards,

Peter

Peter yes you are correct My grandson Matthew is 9 years old he is on MY BANK BUT I AM THE OWNER...He is on Just for the purpose if I pass away it protects my children as in Canada, If I pass away and have no other one like a child grandchild on the account then the account becomes restricted and my children would not have access to it and have to go through probate which takes over 7 months which would be very much hardship for my children as you see I am the only parent they have so yes the third party is my grandson 9 years old and I have sent them his birth certificate and proof of address bank statement showing that they keep asking for the same thing and have the info A 9-year-old has no utility bill as he is not working, therefore, a child cannot have a bill he is 9 years old have explained this to Leo vegas even though I have never had issues and had many withdrawals in the past but as soon as they emerged here we go this is now an issue with them and they refuse to give me my 150 This is simply a loophole they found to not pay me Keep in mind the deo was made with gigadat with transfer my account that is all that they should have and sent all the proof of the dep

Dear Palmira,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email suppor­­­­­­­t­­@­­­brand.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Hello this case has been over 1 year, even longer The casino did give me the funds that were rightly mine but they have never reopened my account. I have other casinos that I play with and really do not need this casino it's of no importance to me IF THEY INSIST ON KEEPING ME LOCKED. There is E transfer that I strictly use and use the same method to withdraw and dep There are casinos that give my winnings right away same minute you withdraw it's in your bank so I do prefer to play with them as they are trustworthy and I have a good relationship You can close this file as I really have no need for Leo Vegas nor do I have the energy Peter you can close this file as unresolved as this casino is not a good reputable one.... If I can warn others to not fall victim then great as you can email them to try very hard to resolve your issue till you are blue in the face and they will respond the same way 30 times like a robot with no resolution taking you as a fool Close file as unresolved ..

Hi all, thank you for your replies.

Dear Palmira,

I'm glad to hear that you eventually received your funds. Regarding reopening your account, all casinos have the right to decline providing their services to players. We cannot compel any casino to allow you to play. Once your rightful winnings have been paid, it is acceptable for the casino to block your account. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter