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

Hi, I have been fighting with the assistance of leovegas for a week both by chat and by email since having deposited with a virtual binance card which was temporary pending the arrival of the physical card as it is not a binance bank but rather a crypto portfolio it is impossible to have a signed document from them stating that my virtual card is no longer active despite having a physical card always binance which is in my name

Salve è da una settimana che combatto con l'assistenza di leovegas sia per chat che per mail visto che avendo depositato con una carta virtuale binance che era temporanea in attesa dell'arrivo della carta fisica non essendo una banca binance ma bensì un portfolio crypto mi risulta impossibile avere un documento firmato da parte loro che attesti che la mia carta virtuale non è più attiva nonostante abbia una carta fisica sempre binance che è a nome mio

Dear marcogaglianone90,

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 the payment method 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

Hi, so the documentation I gave (driver's license) was accepted as I had been registered on leovegas for some time on which I deposited twice with a binance virtual card, a card that was temporary waiting for the Binance physical card to arrive, but binance not it is a bank it is a crypto portfolio since leovegas wants me to deposit the winnings on the same card with which I withdrew but it is impossible for me to withdraw the winnings on the aforementioned virtual card as it is no longer active, they asked me for documentation signed by the bank which the virtual card is no longer active but as I said via email to leovegas support binance is not a bank so it is impossible for me to have a document signed by them as the binance support system is via bot and they have no other method to contact them and have this document but in any case I have the physical card always binance where it is written that it is in my name

Salve,allora la documentazione che ho dato (patente di guida) è stata accettata essendo iscritto da tempo su leovegas su cui ho depositato due volte con carta virtuale binance,carta che era temporanea in attesa che mi arrivasse la carta fisica Binance,ma binance non è una banca è un portfolio crypto siccome leovegas vuole che io depositi le vincite sulla stessa carta con cui ho prelevato ma mi riesce impossibile prelevare la vincita sulla suddetta carta virtuale in quanto non è più attiva,loro mi hanno chiesto una documentazione firmata dalla banca che la carta virtuale non è più attiva ma come ho detto via mail al supporto leovegas binance non è una banca quindi per me risulta impossibile avere un documento firmato da loro in quanto il sistema di supporto binance è tramite bot e non hanno altri metodi per poterli contattare e avere questo documento ma che comunque ho la carta fisica sempre binance dove è scritto che è a mio nome

Thank you very much, marcogaglianone90, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, marcogaglianone90,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LeoVegas Casino(IT)'s representative to join this conversation and participate in the resolution of this complaint.

Dear LeoVegas Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to completely pass the KYC? What documents are problematic, and what is your proposal for how to resolve his issue?

Thank you in advance for providing the information.

Dear marcogaglianone90,

I am in contact with the casino outside the complaint. Unfortunately, there is a problem we have not set up a correct email for notifications in our system for this casino yet. So, currently, I am waiting for the casino's response and information about their valid and active contacts that can be used for this purpose.

I am extending the timer for the casino and will wait for an email. Once I receive the necessary information, and everything is set up in our system correctly, I will inform you, and the casino should then also respond directly here.

Thank you very much for your understanding and patience, and I am sorry for the inconvenience caused.

Greetings all,

The casino representative account has been set in our system.

Dear LeoVegas Casino Team,

Can you please look at my post from January 18, 2023, and provide us with answers?

Hi marcogaglianone90

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.

Please, it is very important that you reach us from your registered email so we are able to locate your account.

Thank you and have a great day!

Dear marcogaglianone90,

Can you please provide us with an update on your issue? Did you contact the casino following the above instructions? If yes, what information did you receive? Is there any progress?

Dear marcogaglianone90,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, LeoVegas Casino, for your cooperation.

Best regards,

Branislav, Casino.Guru