LeoVegas Casino - Las ganancias del jugador fueron retenidas.

Hello,

I won €7300 playing blackjack at leovegas, which I wanted to cash out. Suddenly, my leovegas account was blocked because 8 transactions that I transferred immediately did not arrive at leovegas. The 8 transactions were 910€ which I got back to my account.

Then Leovegas sent me an email with 8 open transactions and I should contact the bank where the problem is. The bank itself does not know why the transactions failed and said I should carry out the transactions again with the reference number, which I did. That was on January 30, 2023. They asked me 2 weeks ago for proof of payment that I also sent. My account is still blocked with the 7300€. Leovegas live chat mean I just have to wait. But more than 1 month is really a long time no idea where the problem is.

Hallo,

Ich habe beim leovegas 7300€ beim blackjack gewonnen, die ich auszahlen wollte. Plöltzlich wurde mein leovegas konto gesperrt weil beim leovegas 8 transaktionen nicht angekommen sind die ich per sofort überwiesen habe. Die 8 transaktionen waren 910€ die habe ich zurück auf mein konto bekommen.

Dann hat mich leovegas ne email gesendet mit 8 offene transaktionen und ich soll die bank kontaktieren wo das problem ist. Die bank weißt selber nicht warum die transaktionen fehlgeschlagen sind und meinte ich soll die transaktionen nochmal durchführen mit der referznummer was ich auch tat. Das war am 30.1.2023. Sie fragten mich vor 2 wochen nach zahlungsnachweis dass habe ich auch gesendet. Mein konto ist aber immer nocht gesperrt mit die 7300€. Leovegas live chat meine ich muss nur warten. Aber über 1 monat ist echt ne lange zeit keine ahnung wo das problem ist.

Dear Zoki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your withdrawal was suspended due to the last deposit not being received by the casino yet. 

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have used to deposit funds into your account? Was it your first deposit in this casino?

If there’s any relevant communication, please forward it along with your bank statement to petronela.k@casino.guru.

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 transferred them immediately. No, that wasn't the first time

Ich habe sie per sofort überwiesen. Nein das war nicht das 1.mal

Thank you very much, Zoki, for your email. Could you please confirm the timeline of events?:

• The first deposits were sent on 29.11.2022
• You were informed by the casino that the funds didn't go through on 8.12.2022
• The second attempt to transfer the funds was on 30.1.2023

Could you please advise if the second attempt was successful? Lastly, please forward your bank statements for November, December, and January. Looking forward to hearing from you.

The schedule is correct.

From my side the 2nd attempt was successful but leovegas says they have not received anything yet.

Der zeitplan ist korrekt.

Von meiner seite war der 2. versuch erflogreich aber leovegas meint sie haben noch nichts bekommen.

Thank you very much, Zoki, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

According to leovegas, 7 transactions out of 8 have arrived today. Now only one is missing although I transferred them all on the same day.

Heute sind laut leovegas 7 transaktionen von 8 angekommen. Jetzt fehlt nur noch eine obwohl ich alle am gleichen tag überwiesen habe.

Hi Zoki,

I'm taking over your complaint. That is good news. Please let me know as soon as the last transaction is successful.

The last transaction is still not there although I transferred them all on the same day. Very funny.

Die letzte transaktion ist immer noch nicht da obwohl ich sie alle am gleichen tag überwiesen habe. Sehr komisch.

Hi Zoki,

Is the status of the transaction still "pending"?

And

Ja

Yes the transactions is still pending

Ja die transaktionen ist noch ausstehend

I suggest you ask the support if there's an issue with the transaction (in case of a technical issue) and wait for a few more days.

Leovegas support said I should wait. But 6 weeks is really a long time for a transaction. 7 arrived and only 1 is missing. I sent them all on the same day.

Leovegas support meinte ich soll noch warten. Aber 6 wochen sind echt lange zeit für transaktion. 7 sind angekommen und nur 1 fehlt. Ich habe sie alle am gleichen tag überwiesen.

I sent you an email which leovegas has now sent to me.

Ich habe ihnen ne email gesendet was mir jetzt leovegas gesendet hat.

Hi Zoki,

Thank you for the email. Could you please explain what it is about? Where is the €100 missing from? I need a little bit of context.

At the beginning 8 transactions were missing. 7 have arrived now only 1 is missing. At the beginning it was 100€ and I transferred the 100 to leovegas. Now Leovegas thinks it was €200, you made a typo. Now transfer the remaining 100€ from the last transaction.

Am anfang haben ja 8 transkationen gefehlt. 7 sind angekommen jetzt fehlt nur noch 1. Am anfang war sie 100€ und ich habe an leovegas die 100 überwiesen. Jetzt meint leovegas es waren doch 200€ sie haben einen tippfehler gemacht. Jetzt verlagen die restlichen 100€ von der letzten transaktion.

I still don't understand what you mean by "at the beginning it was 100€ and I transferred the 100 to leovegas". Did you have to make a deposit of €200 in order to be able to make withdrawals?

Dear Zoki,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.