LeoVegas Casino - El depósito del jugador en Casino LEO está retrasado.

*Casino Name: Casino LEO

It appears that the selected casino is aimed at the Japanese market.

Subject: Deposit via Internet Banking Not Reflected

8/29 am10:35 (JST)

I deposited ¥2,000 into the designated account using the bank's internet banking service.

Usually, it is credited within 30 minutes, but since it was not reflected, I confirmed via live chat.

I was informed that the concerned department would contact via email.

At this time, as per the live chat request,

I submitted a screenshot of the internet banking transaction history.

14:35 (Myself)

Since there was no contact, I inquired by email.

14:53 (Casino LEO Response)

"We are currently confirming with the payment company.

At present, the deposit has not been confirmed yet.

Funds will be credited after confirmation by the payment company."

This was the response.

21:41 (Myself)

I requested a prompt resolution, regardless of the reason, without letting it slide.

22:16 (Casino LEO Response)

"Currently, we are also waiting for a response from the payment company.

We will contact you as soon as the confirmation is received."

8/30 13:51 (Myself)

I stated that such actions amounted to fraud.

Requested them to show their policy and actions to address the issue.

14:10 (Casino LEO Response)

"We have also asked the payment company for confirmation today.

We will contact you as soon as it is confirmed."

However,

It seems like they are shifting the responsibility to the payment company (whose existence is even questionable), showing no intention to resolve the issue.

*該当Casino名：Casino LEO

上記選択Casinoの日本向けCasinoのようです

件名：インターネットバンキングからの入金未反映について

8/29 am10:35(以下JST)

銀行のインターネットバンキングを利用して¥2,000を指定口座へ振込み。

通常30分以内にクレジットへ反映しますが、未反映のためライプチャットへ確認。

担当部署からメールでの連絡となることを伝えられる。

この際ライプチャットからの依頼で、

ネットバンキング振込み履歴のスクリーンショットを提出。

14:35(自分)

連絡無しのためメールで問い合わせを行う。

14:53(Casino LEO回答)

「決済会社側に確認を行なっている状態です。

現時点でまだ着金の確認は行われていないとの事です。

決済会社側にて着金確認後の資金反映となります。」

との回答。

21:41(自分)

理由はどうあれ泣き寝入りさせずに速やかな対応を依頼。

22:16(Casino LEO回答)

「現在、当サイト側も決済会社側からの連絡を待っている状態となります。

確認出来次第となりますがご連絡させていただきます。」

8/30 13:51(自分)

このようなことは詐欺であること。

対応方針や対処を示してほしい旨記載

14:10(Casino LEO回答)

「本日も決済会社側に確認を行わせていただいております。

確認出来次第ご連絡させていただきます。」

と、

決済会社(本当にあるのかすら不明)に

責任転化の回答で解決意識無しに思える

Dear maboine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Is it about LeoVegas or a different casino? If a different one, please provide a link.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Dear Nick

We appreciate your response on this matter.

Thanks again for your questions and advice.

We will answer your questions.

☆Name of casino where this incident occurred: Casino Leo

URL: https://casinoleo.com/ja/promotion/all

When I looked up the casino in question, I found the following:

"Casino Leo is an online casino that was relaunched after Leo Vegas withdrew from the Japanese market. Since it only just re-launched in 2022, there is not much information about Casino Leo on the Internet."

*Reference URL: https://www.strafe.com/jp/esports-betting/reviews/casino-leo/

☆We will answer your questions regarding the following information and explain the detailed deposit procedure.

◾️Question: Regarding the statement that "The only thing you can do is contact your payment provider"

Who is the payment provider?

I have attached the details of the deposit flow and a reference image.

・Details of the deposit flow

Select Internet banking from the attached Casino deposit menu and specify the deposit amount.

Your bank account registered with the casino will be displayed.

Log on to your bank account's internet banking from the Casino site (

Enter your online banking ID/PW, date of birth, transaction password, etc. step by step, and online banking will detect any log-on attempts from unusual locations and send you a warning.

This allows you to easily transfer funds to a designated account without having to enter any remittance information.

Finally, approve the transfer using your online banking authentication app.

The transfer will be completed from your bank account to the bank account specified by Casino.

Therefore, regarding loss on the way,

If the attached transfer destination is a payment company,

Problems between payment companies and casinos

Could the payment company's bank account be frozen?

Where is the provider located?

Thank you for your continued support.

Dear Nick

本件について対応に感謝いたします。

また、ご質問とアドバイスありがとうございます。

ご質問に回答します。

☆本件発生カジノ名：Casino Leo

URL：https://casinoleo.com/ja/promotion/all

該当Casinoを調べた際に以下の記載がありました。

「カジノレオは、leo vegasが日本市場から撤退後リニューアルして登場したオンラインカジノです。2022年に再登場を果たしたばかりということもあり、ネットを見てもカジノleoに関する情報は少なめです。」

*参照URL：https://www.strafe.com/jp/esports-betting/reviews/casino-leo/

☆ご回答いただいた以下の記載についてご質問と詳細なデポジット方法をご説明いたします。

◾️ご質問：記載の「唯一できることは支払いプロバイダーに連絡することです。」について、

支払いプロバイダーとは何処になりますでしょうか？

デポジットフローの詳細と参考画像を添付いたします。

・今回実施のデポジット詳細フロー

添付にある該当Casino入金メニューからインターネットバンキングを選択し、入金金額を指定すると、

該当Casinoに登録した自身銀行口座が表示さし、

Casinoサイトから自身の銀行口座のインターネットバンキングへログオンし(

ネットバンキングのID/PW、生年月日、取引PWなどを段階的に入力、ネットバンキングから通常と異なる場所からのログオンを検知し警告が届きます)、

振込み先の情報を入力することなく指定の口座に簡単に振り込めるものです。

最後に自身のネットバンキングの認証アプリで振込みを承認すれば、

自身の銀行口座からCasino指定の銀行口座へ振込みが完了します。

そのため途中紛失については、

添付の振込み先が決済会社の場合、

決済会社とCasino間での問題や

決済会社の銀行口座凍結などが考えられることでしょうか。

プロバイダーはどこにあたりますてしょうか？

引き続き宜しくお願い致します。

I just received a notification that my payment has been reflected.

I checked the credits.

Thank you for your assistance.

つい先程入金反映の連絡があり、

クレジットを確認しました。

ご対応いただき感謝申し上げます。

Dear maboine, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru