LeoVegas Casino IT - La cuenta del jugador ha sido bloqueada.

Shameful!!! I have been playing at LeoVegas casino for more than 8 months, I will have gambled a total of 50-60 euros and lost it all. My personal contact person calls me (being a VIP customer) and says they need documents proving my income. I send him: bank statement for the whole of 2022, showing a loan of 75,000 euros from my sister, a preliminary sale of another place for 40,000 euros, plus other loans from friends and relatives. Not happy with all this pile of documents, they doubt the origin of the loans and ask me for a pay slip which I haven't had since October as my company is for sale. Now exasperated I tell my contact person that I will contact a lawyer or some consumer association. He calls me back but I don't answer him. Then I never heard from him again. I think the technique is this: once the chicken is plucked we kill it, by now it has left us a lot of money. Same thing happened last year with the 888 casino. I ask you for advice: what should I do? Does this happen in all casinos, or only in the Italian AMS ones? It seems to me an extreme injustice to have produced all that strictly personal documentation to find myself still with the blocked account. On Pokerstar I have played and won for tens of thousands of euros and they have never asked me for further documentation.

Vergognoso!!! Gioco sul casinò LeoVegas da più di 8 mesi, avrò giocato un totale di 50-60 euro, perdendoli tutti. Mi chiama il mio referente personale (essendo un cliente Vip) e dice che hanno bisogno di documenti che attestino le mie entrate. Gli invio: estratto conto bancario di tutto il 2022, dove risultano un prestito di 75.000 euro da mia sorella, un preliminare di vendita di un altro locale di 40.000 euro, più altri prestiti da parte di amici e parenti. Non contenti di tutto questo popo' di documenti, dubitano sulla provenienza dei prestiti e mi chiedono una busta paga che da ottobre non ho più in quanto la mia socientà è in vendita. Ormai esasperato dico al mio referente che mi rivolgerò ad un legale o a qualche associazione consumatori. Mi richiama ma non gli rispondo. Poi non l'ho più sentito. La tecnica credo sia questa: spennato il pollo lo facciamo fuori, tanto ormai ci ha lasciato un sacco di soldi. Stessa cosa accadde l'anno scorso con il casinò 888. Chiedo consiglio a voi: che devo fare? Accade così in tutti i casinò, o soltanto in quelli italiani AMS? Mi sembra un'estrema ingiustizia aver prodotto tutta quella documentazione tra l'altro strettamente personale per ritrovarmi ancora con l'account bloccato. Su Pokerstar ho giocato e vinto per decine di migliaia di euro e non mi hanno mai chiesto ulteriore documentazione.

Dear loziopippo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

Could you please advise how much was the active balance in the time of your account's closure? Are there any funds being held by the casino?

Looking forward to hearing from you.

Best regards,

Petronela

Thanks for the reply.

It seems to me (and it is objectively indisputable) that I have provided all the documentation they requested. The balance in my bank account was 600 euros. There are no funds held on the casino. The illogicality of their behavior, in my opinion, is because they ask me for the documentation only after having arrived to play 50-60 thousand euros and not after the first 20-30 thousand played. The money I spent is all documented and "traceable" on my account statements (I also provided PostaPay), there is no rational explanation for blocking my account, taking into consideration the regulations imposed by the AML.

Joseph.

Grazie per la risposta.

A me sembra (ed è obiettivamente indiscutibile) di aver fornito tutta la documentazione da loro richiesta. Il saldo sul mio conto bancario era di 600 euro. Sul casinò non ci sono fondi detenuti. L'illogicità del loro comportamento, a mio avviso, è perché richiedermi la documentazione solo dopo essere arrivato a giocare 50-60 mila euro e non dopo i primi 20-30 mila giocati. I soldi che ho speso sono tutti documentabili e "tracciabili" sui miei estratti conto (ho fornito anche quello della PostaPay), non c'è nessuna spiegazione razionale al blocco del mio account, tenendo il considerazione i regolamenti imposti dall' AML.

Giuseppe.

Thank you, loziopippo, for your reply. Do I understand correctly that your casino account was blocked with no funds being held? Do I have your permission to change the disputed amount from €60,000 to €0?

Please understand that if there are no funds being held by the casino there's not much we can do. Casinos in general have the right to limit or block completely players' accounts. Either for unsatisfactory KYC verification, rules breach, or for no reason at all. As long as all the winnings are paid and no balance is withheld, we do accept account closure without further explanation.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear loziopippo,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

PS: I have adjusted the disputed amount from €60,000 to €0 since there are no funds being held by the casino.