LeoVegas Casino - El depósito del jugador ha desaparecido.

I made a deposit of 200 euros on 07/25/2023. The amount has been debited from my account. Unfortunately, I had exceeded my set limit, so that the sum was verifiable for a short time, but was cancelled. Since then the money has gone. A very committed communication with the live chat did not bring any success. I have repeatedly provided proof of payment to support (which has also been confirmed), but so far there has been no further response or information. On advice, I contacted my bank and asked them to track the whereabouts of the 200 euros. However, I have to pay 38.35 euros for expenses.

Since the money appeared on my history in the short term, I assume it is still being held by LeoVegas.

I ask for help.

Thank you and best regards

Marina S*****

Austria

Ich habe am 25.07.2023 eine Einzahlung in Höhe von 200 Euro getätigt. Die Summe wurde nachweislich von meinem Konto abgebucht. Leider hatte ich damit mein gesetztes Limit überschritten, so dass die Summe im Verlauf zwar kurzfristig nachweisbar war, allerdings gecancelt wurde. Seitdem ist das Geld weg. Eine sehr engagierte Kommunikation mit dem Livechat hat keinen Erfolg gebracht. Ich habe mehrfach beim Support den Nachweis über die Zahlung erbracht (was auch bestätigt wurde), aber bisher gab es keine weitere Reaktion oder Information. Auf Anraten habe ich Kontakt mit meiner Bank aufgenommen und diese gebeten, den Verbleib der 200 Euro zu verfolgen. Allerdings muss ich dafür 38,35 Euro Spesen bezahlen.

Da das Geld kurzfristig auf meinem Verlauf erschienen ist, gehe ich davon aus, dass es nachwievor von Leovegas zurückgehalten wird.

Ich bitte um Hilfe.

Danke und freundliche Grüsse

Marina S*****

Österreich

Dear Charlie6311,

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

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

Thank you for this information and help.

I have now asked my bank to track the money. In the meantime, 2 weeks have passed since the "disappearance" of the money. Unfortunately, the finance department of Leovegas has still not given an opinion, despite repeated requests and successful sending of the proof of payment. If you need further proof, I will be happy to provide it to you.

Thanks and greetings from Austria

Ich bedanke mich für diese Informationen und Hilfe.

Meine Bank habe ich mittlerweile gebeten, die Verfolgung des Geldes vorzunehmen. Mittlerweile sind seit dem "Verschwinden" des Geldes 2 Wochen vergangen. Leider hat die Finanzabteilung von Leovegas trotz mehrfacher Aufforderung und erfolgreicher Zusendung des Zahlungsnachweises noch immer keine Stellungnahme abgegeben. Sollten Sie weitere Nachweise benötigen, stelle ich Ihnen diese gern zur Verfügung.

Danke und Grüße aus Österreich

Hello Charlie6311,

As it is a common issue in almost every single online casino, patience is the most important. Be sure to forward the casino all the information they asked for - transaction confirmation, reference number i.e. and let us know the outcome.

Hello and thank you again. The casino closed today after THREE WEEKS!!!! Contacted me for the first time and asked for feedback. I had already sent all the necessary proof to the casino several times in the last three weeks. Unfortunately, my bank has not yet been able to record any success in investigating the missing 200 euros. I urge you to take the matter further as I suspect a delaying tactic on the part of LeoVegas - for whatever incomprehensible reasons.

Thank you and kind regards from Tyrol in Austria

Hallo und nochmals vielen Dank. Das Casino hat sich heute nach DREI WOCHEN!!!! zum ersten mal bei mir gemeldet und um ein Feedback gebeten. Alle erforderlichen Nachweise hatte ich in den letzten drei Wochen ja schon mehrfach an das Casino geschickt. Meine Bank hat leider auch noch keinen Erfolg bei der Nachforschung der verschwundenen 200 Euro verzeichnen können. Ich bitte Sie, die Angelegenheit weiter voranzutreiben, da ich eine Hinhaltetaktik seitens LeoVegas vermute - aus welchen unverständlichen Gründen auch immer.

Danke und freundliche Grüsse aus Tirol in Österreich

Hello Charlie6311,

As such lost deposit may take up to a month to be located, could you please advise if there's been any update from the casino or your bank regarding the payment? If still not, we can try to get in touch with the casino but please keep in mind that it is important to provide the casino any information received from your bank in order to locate the transaction.

Hello and thank you, I already commissioned my bank to track the money on August 7th, 2023 and I have to pay a fee of 38.35 euros for this. So far I have not received any feedback from my bank or from Leovegas. Leovegas only asked about the current state of affairs. I have sent all the necessary proof to the casino several times. This has also been confirmed. I ask you to pursue the matter further. The 200 euros have now disappeared for a month.

Thank you and LG from Oberau in the wildschönau in Tyrol in Austria

Hallo und Danke, ich habe ja bereits am 07.08.2023 meine Bank mit der Nachverfolgung des Geldes beauftragt und muss dafür eine Gebühr in Höhe von 38,35 Euro bezahlen. Bisher habe ich weder von meiner Bank noch von Leovegas eine Rückmeldung erhalten. Leovegas hat sich lediglich nach dem Stand der Dinge erkundigt. Alle erforderlichen Nachweise habe ich mehrfach an das Casino geschickt. Dies wurde auch bestätigt. Ich bitte Sie, die Angelegenheit weiter zu verfolgen. Mittlerweile sind die 200 Euro seit einem Monat verschwunden.

Danke und LG aus Oberau in der wildschönau in Tirol in Österreich

Hello Charlie6311 and thank you for all the information provided. Based on your description, it is not really possible to tell whether it is the casino's or the bank's fault. However, to clarify it with the casino as detailed as possible your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Charlie6311,

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

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

Dear LeoVegas Casino,

Can you please provide more information on the player's missing payment? Was the payment received from your side at all?

Dear Charlie6311

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-gb­­@­­­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!

Hello and thank you again for your efforts.

I sent LeoVegas an email using the address you provided and described the situation again. At the same time, I received information from my bank today that the beneficiary bank has confirmed that the recipient - i.e. LeoVegas - has received the money. I am sending both proofs in the attachment. I continue to ask that the matter be pursued further.

Thank you and LG from Oberau in the wildschönau in Tyrol Austria

Hallo und Danke nochmals für Eure Bemühungen.

Ich habe LeoVegas mit der von euch angegebenen Adresse eine Email geschickt und die Situation noch einmal geschildert. Gleichzeitig habe ich heute von meiner Bank die Information erhalten, das die begünstigte Bank bestätigt hat, dass der Empfänger - sprich LeoVegas - das Geld erhalten hat. Beide Nachweise sende ich im Anhang. Ich bitte weiterhin darum, die Angelegenheit weiter zu verfolgen.

Danke und LG aus Oberau in der wildschönau in Tirol Österreich

I have just asked my bank to send me all the information about the ZV DEPARTMENT's investigation into the money to my email address (proof attached). At the same time, I just checked my player account at Leovegas. There is still no money in the account.

thanks again

Ich habe gerade meine Bank gebeten, mir alle Informationen zur Nachforschungen des Geldes durch die ZV-ABTEILUNG an meine Email Adresse zu senden (Nachweis im Anhang). Gleichzeitig habe ich gerade mein Spielerkonto bei Leovegas kontrolliert. Nachwievor ist kein Geld auf dem Konto.

Danke nochmals

Hello Charlie6311

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-gb­­@­­­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!

Dear Charlie6311,

Thank you for providing us with updates on the situation. Sadly as LeoVegas Casino team mentioned they can't share specific financial information with us due to GDPR and other information handling constraints.

Please make sure all the information is sent to support-gb@leovegas.com as well, so they can check with their financial department where the issue is. I have my fingers crossed it will be sorted out shortly 🤞

Hello Charlie6311,

Can you kindly provide an update on the status of your case?

Should you have not received a solution to your query, I would ask you to kindly contact us on the aforementioned email address and we will be more than happy to assist you.

Thanks and kind regards,

LeoVegas Team.

Good day,

Yesterday, after almost 6 weeks, the 200 euros were finally credited to my player account. I asked LeoVegas to refund me the costs incurred in tracking the money in the amount of 38 35 euros. This was rejected today. Compensation for expenses or an apology were also out of the question. Thank you for your efforts .

LG from Oberau in the wildschönau in Tyrol

Guten Tag,

Gestern wurden meinem Spielerkonto nach fast 6 Wochen endlich die 200 Euro gutgeschrieben. Ich habe LeoVegas aufgefordert, mir die entstandenen Kosten zur Nachverfolgung des Geldes in Höhe von 38 35 Euro zurückzuerstatten. Dies wurde heute abgelehnt. Auch eine Aufwandsentschädigung oder eine Entschuldigung kam nicht infrage. Ich bedanke mich für Ihre Bemühungen .

LG aus Oberau in der wildschönau in Tirol

Dear Charlie6311,

I'm glad the missing deposit was successfully credited to your casino account. I understand the situation was inconvenient for you, but the error was not exclusively on the casino's side, as the payment that exceeded your limit was most likely blocked by your bank. Every transaction needs to be confirmed on both sides to be considered fully processed. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands. However, I can agree that the casino team could have handled the situation better by providing you with more information on the process.

Do you still have your casino account open? Are you still OK to use Leovegas Casino?

Thanks for the quick reply. Since my account was debited immediately after the instruction and it was proven that the money appeared in my history at Leovegas at short notice, I personally blame the casino. At the moment I still have the account open and could use it, but after this negative experience I will most likely delete it soon.

Does this question have a special background?

Thanks

Danke für die schnelle Antwort. Da mein Konto unmittelbar nach der Anweisung auch belastet wurde und nachweislich das Geld auch bei Leovegas kurzfristig in meinem Verlauf erschienen ist, gebe ich persönlich dem Casino die Schuld. Im Moment habe ich das Konto noch geöffnet und könnte es auch nutzen, aber nach dieser negativen Erfahrung werde ich es mit großer Wahrscheinlichkeit bald löschen .

Hat diese Frage einen besonderen Hintergrund?

Danke

Dear Charlie6311,

Thank you for your response. I was informed by the LeoVegas team that they would contact you directly.

Please let me know if you were able to find a solution for the inconvenience with the casino team so that we can consider your complaint resolved.

Dear charlie6311,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, Leovegas has contacted me. The beneficiary bank is now also demanding

Expenses amounting to 36 euros. Tracking my money ultimately costs me 74.35 euros. I also reported this to the casino. At the end of the month my bank in Austria will bill me for this amount. I will then forward proof of payment to Leovegas. I have already been promised that I will check the costs. However, I did not receive a promise to cover the costs I incurred. I'll keep you updated and thank you for your help

Hallo, Leovegas hat sich bei mir gemeldet. Mittlerweile fordert auch die Begünstigtenbank

Spesen in Höhe von 36 Euro. Die Verfolgung meines Geldes kostet mich im Endeffekt 74,35 Euro. Dies habe ich dem Casino auch mitgeteilt. Ende des Monats stellt mir meine Bank in Österreich diese Summe in Rechnung. Danach werde ich den Nachweis über die Zahlung an Leovegas weiterleiten. Mir wurde bereits zugesagt, die Kosten zu prüfen. Eine Zusage, die mir entstandenen Kosten zu übernehmen, habe ich aber nicht erhalten. Ich halte Euch weiter auf dem Laufenden und bedanke mich für Eure Hilfe

Dear Charlie6311,

Thank you for your response.

I understand the fees to trace your payment were an extra cost for you, however, I'm glad LeoVegas Casino showed their generosity by being willing to refund you the fees. I have no reason to doubt that the LeoVegas Casino team won't stick to its decision. If, for any reason, you remain unsatisfied with the resolution of your matter, please do not hesitate to reach out to me via email at michal.k@casino.guru.

As the main issue of the missing deposit was solved, we consider your complaint to be resolved.

We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation, and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

Best regards,

Michal

Casino.Guru

Dear Charlie6311,

Thank you for your response.

I understand the fees to trace your payment were an extra cost for you, however, I'm glad LeoVegas Casino showed their generosity by being willing to refund you the fees. I have no reason to doubt that the LeoVegas Casino team won't stick to its decision. If, for any reason, you remain unsatisfied with the resolution of your matter, please do not hesitate to reach out to me via email at michal.k@casino.guru.

As the main issue of the missing deposit was solved, we consider your complaint to be resolved.

We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation, and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

Best regards,

Michal

Casino.Guru