LeoVegas Casino - Povlačenje igrača je odloženo.

I have opened a account in LeoVegas sometimes back . I had bit luck and withdraw 6375 pounds earlier.

I tried again to play after a week and deposited around 1500 and wound about 15210 pounds which is lying in my account.

Now they threw me out of the site when I won this amount and told to submit docs which I did immediately. My driving license and a bank statement. They told me to wait till the review is ongoing and blocked my account. They kept on asking documents which I gave them like employer details, salary slip even they asked for my husband's account. Everyday they keep saying review is on. I would like to inform that all my documents have same name same address and everything is absolutely safe and genuine.

It has been now 8 days my money has still not given to me and from 2 days they have stopped reverting me also. The customer support platform just says to keep waiting as review is on and same thing is told by all the customer support person.

I am feed up now and need my money. I have not taken a so gle bonus or promotion from them it's just my money and the winnings. Understand I have lost many times in other ids and now when you win these sites deny money and keep it extending. This is giving me absolutely high stress as the amount involved is big for me. Can you help me to get this withdrawal done.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing.

To better understand your situation and assist you effectively, could you please provide more information about the following points:

• Which documents have you submitted most recently that are still awaiting verification?
• Have you received any explanation from LeoVegas regarding the status or delays in the review of your account?
• What types of games did you play? (e.g., slots, live casino, sports betting)
• Did you accumulate your winnings with or without a bonus?
• Which payment methods have you used to deposit money into this casino? Do all of these methods belong solely to you?
• Have you ever experienced a similar issue with LeoVegas or any other online casino in the past?

I hope we will be able to help you resolve this matter as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good morning,

No documents are pending for review but the documents which were asked was the id proof , address proof , bank statements,salary slip,details of employer and at last husband bank statements which they told that they demanded by mistake. But again all the documents asked by them were provided im

mediately.

No explanation given just same thing again and again that it's under review and it's their procedure and they cannot give the time frame.

I played live casino game which is mega party by fashion tv.

I never took any bonus or promotion from the site.

The payment method used is direct from bank transfer and yes the account belongs to me only. All related documents have been already shared by them.

No this was the second instance only playing on this site. First time my money was given after the verification of documents. But this time I have not been able to withdraw as they stop the site while I was playing.

Please forward me all the communication between you and the casino regarding the verification of your account at [email protected]. Thank you for your patience and cooperation.

The mail has been done. Total 3 mails have been done.

Thank you.

Hello,

It has been 23 days now and there is no response at all. I am really concerned about my money. They have stopped giving update . How can they do so.. please look and help me out to get this sorted please.

Thank you for your emails.

Could you please specify if your husband also has an account at LeoVegas Casino?

Have you deposited money into your casino account right after your husband sent his money to your bank account? Could you please forward me the bank statement belonging to you that you sent to the casino for verification? My email address is [email protected].

Yes my husband has a account in Leo Vegas and it's older than mine as he only suggested me to have a account in Leo Vegas as withdrawal are bit faster.

Also yes I have taken money from his account as i needed to take take my money back. I already give him when I won last week before my account in Leo Vegas got blocked as I had won 6000 pounds already. I just took my money back from him. And I don't think that should be a problem. See all my IDs statement profile everything is clear and nothing is hidden . I have done no cheating in winning the amount. It's a live game I betted I won and money should come to me. Yes its a money from my husband account which first came to my account and then I deposited but does it makes a big difference?

And I have been very transparent regarding all the documents asked . I will send you the documents which I require on the mail id now.

But again I am not clear why does it makes difference when I take money from my husband's account and then deposit. When I take money and I lose nobody asked me ever then why when you have to give my winnings.. please mam look into this and get this thing sorted.

Good evening,

Veronika can u please try to bit prioritise this pls. As I get reply from you also after 6 days.

It's about 1 month and hence I have complained at your platform for the help.

But there is still no progress . Please help me to get this cleared.

I sincerely apologize for the delay in responding. We are currently managing over 1000 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

• Do you and your husband use the same device to access both of your casino accounts and play?
• Do you both play the same games?
• Do you both take bonuses from the casino?

Good morning.

But every week you ask one question and then I wait whole week to answer the other question. From last 2 weeks I am just answering your question and I don't know what exactly is happening with my complaint and what is casino responding for this delay in my withdrawal.

Again the answer to your question

Not everytime and during this game I have used my device and not my husband's .

Yes I play the same game as my husband only suggested me to play that.

And no I or my husband never takes bonuses as we are aware that there are too many complications while you withdraw. So no bonus have been claimed.

Again Veronica I asked already what does difference is made if me and my husband have account in Leo Vegas and we play same game. My husband has been working with Admiral casinos and he knows more so he suggests me many time what should be playing. And believe me I just played for the second time and both time I have won. And I opened account a week back before I won .

Again I have answered your question. Please let me help to know what the issue is and how much it will take to get the money..

Good evening. Whole week again gone and now I will receive some reply from you for asking some details and again wait for 1 week.

Veronika it's a request it's been more than 1 month now and I have no update from them. They just called 4 days back to just confirm details and didn't update anything to me at all.

I am getting no response from anyone regarding when my account will be unblocked or when I can get the balance in the account. I am in real need of the money in the account . Please if u can help me or let me know what can be done please..

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

I really thought that after providing so much detail to you guys where I have interacted almost for 25 days there is no result. And when I asked for what's the progress the case is assigned to other complain specialist. And again I need to wait for 6 days for him to reply.

U know what when I person is already tired of something and in some problem I guys should have helped but instead you guys played a waiting game with me.

I vl never suggest anyone to come on this platform to get resolution.

Hello ruchitamirchandani,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite LeoVegas Casino to join the conversation.

Dear LeoVegas Casino,

I would appreciate it if you could provide clarification regarding the prolonged blockage of the player's account without sufficient updates on the status of the process. If there is an ongoing investigation, could you inform us when it is expected to be completed and when the player will be able to withdraw their winnings? If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected]

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!

I am very happy that someone from Leovagas has reverted immediately.

I will and already have putted mail. I will do it again as I need some sort of solution as it has been more than a month and there is no no update for me .

I will drop a mail again and hope I get some clarity that what's happening and when can I expect this to get end.

Dear LeoVegas Casino,

Thank you for your response. I hope the player's case will be reasonably moving towards clarification.

Dear ruchitamirchandani,

Feel free to include my email [email protected], in the "Cc" so that I can keep track of any developments.

Hello as you told I mailed to support with subjects lined as FAO Complaint team.

I got the standard reply which never gives clarification. Please go through the mail .

Hello Ruchita,

Thank you for contacting us at LeoVegas, and I hope this email finds you well.

We appreciate your concerns regarding the review process and any inconvenience caused by the temporary restrictions on your account. 

These measures are part of our commitment to operating in a responsible, transparent, and secure manner. We understand waiting can be frustrating, but please know that your review is important to us, and our team is working diligently to complete it as soon as possible. Thank you for your cooperation and understanding during this time.

If there is anything else you may need help with, we are here via chat and email 24/7. Don't forget, you can also check out our new and improved Help Centre to see if you can find the answer you are looking for!

Best regards

Carl

LeoVegas, Customer Support

So this is the clarification which says nothing..

Please suggest what needs to be done. This is very very very irritating and frustrating.

Thanks

Ruchita

Thank you for contacting us.

I wanted to inform you that we are aware of this issues that you have raised and are actively working to get them resolved.

We appreciate your patience during this time.

Thank you

Good morning.

As you told earlier that if I msg you in person or I private withe the specific subject line I will get a revert with details.

I did that and just shared that what response I get every time. Same thing with no proper update .

Sir it has been 35days where I have been chasing you guys for the update and unlocking my account. I have provided you all documents u need and I know all my documents are very genuine. Also I never opted any bonus just played one specific game for some time and have won this amount.

A d again it was only about a week where I had opened this account. Deposit from a single account which again belongs to me.

What's the issue then. ?? What's the review all about and it has taken 35 days which is too long. Also I don't see and complaint escalation matrix where I can get proper reply with any any of the details.

I request you to understand it has been more than a month where my amount is stuck and now I need this money. Please please please get the reviewed and sorted as soon as possible and give me my winnings.

Thanks

Ruchita.

Thank you for contacting us.

Kindly note that you shall receive a repones from us today.

We appreciate your patience during this time.

Thanks again for your response.

I hope that you will release my account now as it's more than a month.

You know just discussing I have not used this account much just played for 2 or 3 times and played for the free time I had. I gave all means all documents you needed including my husband's bank statement which had nothing to do but again I tried to cooperate and give you everything you needed. But at the end after 35 days I have no idea what's happening and when will things get sorted. I keep talking to you team keep complaining nothing happens .

I keep talking on platforms like this but really nothing is happening. I hope and seriously hope something happens today and this get sorted. I have faced severe mental stress due to this delay and my money is stuck which I need to use .. please I heartly request you to get this sorted immediately please.

Thanks

Ruchita

Thank you all for your responses. I have my fingers crossed that the situation will be clarified soon.

I expected a revert today as u said I vl receive it but again as usual nothing new and things goes as it is and one more day passed.

I don't know what to do and I am really losing hope from you all as no one wants to give me my money and there is no intention only harassment at it's peak with no update .

That's the reason I ask what review is on for 35 days where u guys cannot give a single update .

Resolve this now pls.

Still no updates whatsoever..

This shows they are not interested in resolving my case at all and will keep giving me more stress and frustration.

Dear ruchitamirchandani,

I empathise with your frustration regarding the current situation, and I fully acknowledge your wish for timely updates; however, it is standard practice to provide updates only when there is new information to share.

I recognise that the review of your account has been outstanding for more than 35 days, and I agree that this is indeed quite a lengthy period; however, the Know Your Customer (KYC) and Anti-Money Laundering (AML) verification processes can occasionally require significant time. It is important to understand that no licensed casino can afford to take KYC and AML procedures lightly.

I sincerely hope that we will see a positive development in your situation shortly. I kindly ask for your understanding and patience during this time.

Michael,

I responded only because the casino representative told that I would be contacted two days back as u can see in the trail messages. But it's two days since that message nobody called or updated me..

Also I know the things related to kyc and aml as I was working in a bank and it never takes so much time after the docs are given.. also understand being a customer I deserve to get the update for what's happening . But I never got.. u tell me to be patient .. it's 36 days without update where I have 15000 in my account and these guys don't consider any requests or give any updates.. they just thing the customer are fools and cannot do anything so keep exploiting them.. if we say anything they prefer us to safer gambling that this customer has control issues .. but these guys don't understand that the issue is due to Ur delays and no communication at all.. they don't have numbers they never reply on emails or any platform. They don't have contact still they are among best online casino's.. this is really pathetic.. if I have done some fraud then you do these non sense . But here I have been so clear and transparent. I have done only fixed 3 credits or deposit in account how can I fall for AML .. my all docs contain same address same name then there is no kyc issue.. my number is same I am always available but they never call. This is the customer service and Michal u say me to have patience..

Pathetic absolute pathetic..

Dear LeoVegas Casino,

Could you kindly clarify why there has been no update regarding the player's case, even though you indicated that the player would receive an update a few days ago?

Dear Leo Vegas,

U guys have stopped reverting on support line also telling me my case is with complaint team as I have raised complain and they will revert me. But I never receive revert from them.. please please please now i hold my hands 🙏 and say please get this sorted it's too long. I need to go to India and I have been delaying this . My kids have vacation here and I need to go to India as my mother in law has died. Please understand give my money and complete this review.. it's been about 40 days with no update..

This is harassment and now by not replying you have started being rude. This has given me too much mental stress now . Get this sorted.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ruchitamirchandani,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru