LeoVegas Casino - El jugador tiene dificultades para completar la verificación de la cuenta.

Account blocked for no reason! At the time of the withdrawal, I went to verify my account by sending a document and proof of residence, so far everything is ok. I sent my ID and it was granted, after that I sent a proof of residence it was granted and then my deferred ID disappeared and when I sent it again they did not accept it saying that the image was of poor quality, so I tried several times with extremely high quality photos, after several attempts they informed me that my identity was more than 10 years old, so I sent my driver's license, after that they blocked my account and I was never able to log in again

Conta bloqueada sem motivo! No momento do saque fui verificar minha conta enviando documento e comprovante de residência, até ai tudo ok. Mandei minha identidade e foi deferida, depois disso mandei um comprovante de residência foi deferido e ai sumiu a minha identidade deferida e quando enviei de novo eles não aceitaram dizendo que a imagem estava com qualidade ruim, então tentei diversas vezes com fotos de extrema qualidade, após diversas tentativas eles me informaram que minha identidade tinha mais de 10 anos, logo enviei minha carteira de motorista, depois disso bloquearam minha conta e nunca mais consegui entrar

Dear gabrielrodalc,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your personal picture ID seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I submitted all the documents! As I said, I sent an ID and it was accepted, then I sent proof of residence, it was accepted and the ID verification disappeared, I had to send it again and they no longer accepted my ID, they said it was of poor quality, after several attempts, a support told me that my ID was more than 10 years old, so I sent the driver's license, it was accepted, but then the residence verification disappeared, I sent it again and they blocked my account, and I can't log in anymore!

Apresentei todos o documentos! Como eu disse mandei identidade e foi aceita, ai mandei comprovante de residencia, foi aceito e a verificação da identidade sumiu, tive que mandar de novo e eles nao aceitaram mais minha identidade, falavam que estava com uma qualidade ruim, depois de diversas tentativas, um suporte me disse que minha identidade tinha mais de 10 anos, entao mandei a carteira de motorista, foi aceita, mas ai sumiu a verificação de residencia, mandei novamente e bloquearam minha conta, e não consigo mais entrar!

Thank you very much, gabrielrodalc, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi gabrielrodalc,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear LeoVegas Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Can you specify what's wrong with the documents the player has provided for the verification?

Looking forward to hearing from you.

Best wishes,

Natalia

Dear gabrielrodalc

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!

Hi gabrielrodalc, could you please contact the casino as they ask you to, and then tell us how the case will be unfolding?

Regards,

Natalia

I sent the email but it didn't help at all, because I sent the email to them just to let them know that they changed the email, I sent it to the new one and I'm waiting for a response.

Enviei o email mas nao adiantou de nada, pois enviei o email pra eles só para avisarem que mudaram o email, mandei para o novo e estou esperando resposta.

Dear gabrielrodalc

Thank you for contacting us.

As per the screenshot you have attached to this thread, the subject is not the one we suggested and if you are getting that automated reply is because the email address is not the one we told you either.

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!

Dear gabrielrodalc

Thank you for contacting us.

As per the screenshot you have attached, there is no email saying that the provided email address does not exist.

We will reply as soon as possible.

Thank you and have a great day!

Hi Natalia, I just received an email, which they talked about until it didn't exist anymore, saying that my account was blocked, I knew that, but the problem is that it was unfair because I didn't do anything wrong, so I don't want to lose my money unfairly.

Oi natália, acabei de receber um email, do que eles falaram até que não existia mais, dizendo que minha conta foi bloqueada, disso eu sabia, mas o problema eh que foi de maneira injusta pois nao fiz nada de errado, assim nao quero perder meu dinheiro de maneira injusta.

Dear gabrielrodalc, since the casino has kept leaving the same replies here, I'll try to contact them via some private channels. I'll let you know if there'll be any updates on your case.

I'd like to highlight if the casino won't provide any information to the point, the complaint will be closed as unresolved.

Regards,

Natalia

Dear Natalia

Thank you for checking this case.

Could you confirm if this thread is public or private, please?

Could you also confirm those private channels as we are not aware of them, please?

If the thread is public we do not understand how is possible you want us to provide sensitive information over here, that would be against GDPR.

As per the customer's last screenshot, you can see that he is receiving an answer and that answer is based in our terms and conditions.

We are sorry we are not disclosing here the information you want but a closure like this can be for different reasons such as: Fraud and Anti-Money Laundering, fake documents, prohibited practices, aggressive behavior, illegal or fraudulent activities when using the Website or the Games; or breaching our T&Cs or even a case related to responsible gaming.

As you can see the topics could be very sensitive to be shared here in a public channel.

We appreciate your understanding.

The customer gabrielrodalc can always express he is not happy with our resolution and we will provide the details of the relevant institution where he can raise this case further.

We would like to be able to understand exactly what we are expected to do in a public channel where personal customer information cannot be shared. 

The user has provided evidence that we have replied and that, in fact, the account is permanently closed so it is no longer a verification issue.

We look forward to hearing from you.

Thank you.

I understand that you may have your account blocked for these reasons: "Fraud and Anti-Money Laundering, false documents, prohibited practices, aggressive behavior, illegal or fraudulent activities when using the Site or games; or violation of our T&Cs or even a responsible gaming case. " The only problem is, I didn't do any of those things! I just want to settle and get my money.

Entendo que você pode ter a conta bloqueada por esses motivos: " Fraude e Antilavagem de Dinheiro, documentos falsos, práticas proibidas, comportamento agressivo, atividades ilegais ou fraudulentas ao usar o Site ou os jogos; ou violação de nossos T&Cs ou mesmo um caso relacionado a jogo responsável. " O único problema eh que não fiz nenhuma dessas coisas! So quero resolver e pegar meu dinheiro.

Dear gabrielrodalc

We understand your position, but we insist that in a public channel we cannot provide more details on this issue. If you do not agree with the result of the investigation you can always express it in the same email thread that you have provided here with screenshots.

We will not publish personal data in this way. This is something Casino.Guru is also aware of and we don't understand the expectations they have regarding the information we have to publish here.

We have already stated in a general way the possible causes of such a closure. However, each case has a different investigation and a different reason. We are unable to provide specifics in this way.

Thank you.

Dear LeoVegas Casino, you can reach me at my email natalia.b@casino.guru and share any details you won't have to be published here in the complaint. Furthermore, the settings allow you to provide any information here as well, it can be simply hidden by me. We can hide your whole post or we can hide your attachment. You can see the posts to be marked as "public" = visible for everyone, or "private" = visible only for the participants of the complaint.

So please, I'm asking you again if you can send any proof of what you're accusing the player of, otherwise, the complaint will be closed as unresolved if you refuse to explain anything.

Best regards,

Natalia

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.

Dear gabrielrodalc, as you can see the casino doesn't want to explain the situation and I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia