LeoVegas Casino - El retiro del jugador está retrasado y sin resolver.

Good morning, Leo Vegas Casino has stopped operating in Peru and to this day has not refunded my available balance in my account in the amount of 2,000 soles.

They tell me that they have already sent me the payment, however, months later I still have not received it. Leo Vegas simply tells me that it is under review, but they never give me an answer. Time passes and I do not receive any news about my payment.

They don't communicate with me, they don't answer my email. They only answer me via live chat and they always tell me the same thing, they don't offer me any solutions.

Leo Vegas has a very bad payment method , that is if they actually sent me the payment, although I think they are a scam , this casino is a fraud.

I look forward to your help and solution.

buenos dias , el casino Leo vegas dejo de operar en el peru y hasta el dia de hoy no me ha hecho el reembolso de mi saldo disponible en mi cuenta por el valor de 2 mil soles.

Me dicen que ya me han enviado el pago sin embargo meses despues aun no me llega , leo vegas simplemente me dice que esta en revision , pero nunca me dan una respuesta , el tiempo pasa y no recibo ninguna noticia de mi pago.

No se comunican conmigo , no responden mi correo. Solo me atienden por chat en vivo y me dicen siempre lo mismo , no me brindan ninguna solucion.

Leo vegas tiene un metodo de pago muy pesimo , eso si es quen realidad me han enviado el pago , aunque creo que son una estafa , este casino es un fraude.

Espero su ayuda y solucion.

Dear mazita,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To help us clarify the situation, could you kindly answer a few questions:

1. Could you please specify when exactly LeoVegas informed you that you would receive a refund of your balance due to the casino no longer operating in Peru? Please forward the email with this information from the casino to veronika.f@casino.guru. Additionally, kindly include any other communication between you and the casino’s customer support that might be relevant to our investigation.
2. Have you completed the full KYC verification?
3. Which payment method did you select for your refund?

Thank you in advance for your cooperation. I hope we can resolve this issue as soon as possible.

Best regards,

Veronika

Good morning, Casino Guru

According to Leovegas, they sent me my payment on February 10th. I will forward you the email where they tell me that.

I have completed the verification process, which is why my withdrawal has been approved.

The payment method was a bank transfer to my soles account, since it's the only method offered to me. I requested a refund via Astropay, which was the method I used to deposit, but they didn't accept my request. I also suggested using Skrill, but they didn't accept that either.

I await your response and the LeoVegas Casino's response.

buenos dias casino guru

Segun leovegas me enviaron mi pago el 10 de febrero , le reenviare el correo donde me dicen eso.

He completado el proceso de verificacion , por eso es que se ha procedido con la aprobacion de mi retiro.

El metodo de pago fue de transferencia bancaria a mi cuenta de soles , ya que es unico metodo queme han ofrecido, solicite se me reembolse por astropay que fue el metodo con el que deposite pero no me aceptaron la solicitud. Tambien propuse que sea por skrill pero tampoco me aceptaron.

espero su respuesta y el casino leovegas responda.

Thank you for your email. However, the PDF you provided does not display any transactions made to or from your account.

Could you please send me a bank statement covering all transactions in your account from February 10 until today?

Looking forward to your response.

Hello Casino Guru, the statement I sent you doesn't show any transactions because no money has been transferred in or out. This is proof that I never received any money from LEOVEGAS.

I am now sending you the February and March account statements. The March statement will be in a different format since I will download it from my online banking since it is not yet available in my bank application. They will give it to me when March ends. However, you can still see all the transactions that were made in March.

I hope for your understanding and also your help against this casino that still hasn't paid me to this day.

They provide terrible service. I recommend that people not trust that casino and request that they lower their rating so that other people don't put their money at risk.

hola casino guru , el estado de cuenta que le envie no muestra ninguna transaccion porque no se ha realizado ninguna transaccion , de entrada o salida de dinero. Prueba de que nunca me llego el dinero de LEOVEGAS.

Le estoy enviando ahora el estado de cuenta de febrero y de marzo , el estado de cuenta de marzo estara en otro formato ya que lo descargare de mi banca por internet ya que aun no esta disponible en mi aplicativo del banco porque me lo dan cuando finalize el mes de marzo, pero igual se pueden ver todas las transacciones que se realizo en marzo.

Espero su comprension y tambien su ayuda contra este casino que hasta el dia de hoy aun no me paga.

Dan un pesimo servicio , recomiendo a la gente no confie en ese casino y solicito que le bajen la calificacion para que otras personas no pongan en riesgo su dinero.

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

Dear mazita,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite LeoVegas Casino representative to join this conversation.

Dear LeoVegas Casino, could you please provide more information about this case?

Looking forward to your reply.

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 ayuda-pe@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 LeoVegas Casino,

Thank you for your message. I have sent an email to the address you provided. For your reference, my email address is katarina.d@casino.guru..

Dear Katarina,

Thank you for your reply.

Due to GDPR, we are unable to provide any information without certain documentation. In order for us to be able to process your request further, would you kindly be able to send us a valid power of attorney and identification document of your client?

I look forward to your reply!

Thank you in advance.

Dear LeoVegas Casino,

thank you for the update.

Dear mazita,

Would you be willing to execute a power of attorney to allow us to continue resolving this matter? The document has been sent to your email address for your review.

Dear mazita,

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.

Good morning, I just filled out the document and signed it. I hope we can continue with the process against Leo Vegas, who has still not paid me to this day.

I have waited too long for this unreliable house!!!

buen dia , ya acabo de llenar el documento y firmarlo , espero podamos continuar con el proceso contra leo vegas , que hasta el dia de hoy sigue sin pagarme.

He esperado demasiado tiempo de esta casa que no es confiable!!!

Dear mazita,

thank you for your message and email. The signed document was already shared with LeoVegas Casino.

Dear LeoVegas Casino,

Could you please confirm receipt of the Power of Attorney? If so, would you be able to share the requested evidence at this time?

Dear Katarina,

Thank you for your reply!

We have received the Power of Attorney, thank you. We would also kindly require an ID document of your client, please. Furthermore, we appreciate your understanding and cooperation.

We look forward to your reply!

Hello Casino Guru, I just sent you my ID, both sides, as requested by Leovegas. Please continue with my case. I hope you'll review it and send it to Leovegas Casino.

Hola casino gurú, acabo de enviarle mi documento de identidad por ambos lados tal como lo solicita leovegas , para continuar con mi caso porfavor. Espero lo revise y se lo envíe al casino leovegas.

Dear mazita,

thank you for your message and email. The ID was already forwarded to LeoVegas Casino.

Dear LeoVegas Casino,

The player ID has been forwarded to you. May we now proceed with resolving this complaint, please?

Dear Katarina,

Thank you for your reply!

We will be looking into this case with detail, and will update you via email when we have any updates. We appreciate your cooperation and understanding with the matter.

Best Regards,

Dear LeoVegas Casino,

thank you for the response.

Is there any update regarding this complaint, please?

Dear Katarina,

Thank you for reaching out.

We have replied to your email accordingly, discussing the next step forward. May you kindly check this, please? Should you have further queries, please do not hesitate to reach out.

Best Regards,

Dear LeoVegas Casino,

thank you for the email. I have followed up with the answer.

Dear mazita,

have you received an email from Leo Vegas casino with the instructions of how to proceed next? Have you requested the documents that were asked from you?

Good morning, I have received an email in which I can download a file from a transfer, said file asks me for a password, I have requested the password by replying to the same email, however 9 days have passed and I have not received a response, AWFUL SERVICE FROM LEO VEGAS, IT DOES NOT SURPRISES ME, THEY ARE THE WORST BETTING HOUSE.

buenos dias , he recibido un correo electronico en el cual puedo descargar un archivo de una transferencia, dicho archivo me pide una contraseña , he solicitado la contraseña respondiendo el mismo correo, sin embargo han pasado 9 dias y no me responder , UN PESIMO SERVICIO DE LEO VEGAS , NO ME SORPORENDE , SON LA PEOR CASA DE APUESTAS.

Dear mazita,

thank you for your message and for your patience.

Dear LeoVegas Casino,

could you please help mazita with the password?

Dear Katarina,

Thank you for reaching out.

The documents were sent to the player via an encrypted email, and the password for this is sent separately to the player by SMS.

Should you have further queries, please do not hesitate to reach out.

Best Regards,

Hello Casino Guru, I still haven't received a password in my email or on my phone. Apparently, LEOVEGAS Casino is avoiding paying me.

I don't understand why the process extends to an email with a file that has a password that LeoVegas doesn't provide.

My payment hasn't arrived!!! It's been over a year. I sincerely recommend that you don't gamble at this casino. Casino Guru should lower its rating because it's NOT A TRANSPARENT AND SAFE CASINO.

Hola casino guru , aun no me llega ninguna contraseña a mi correo electronico ni tampoco a mi telefono , al parecer casino LEOVEGAS esta evitando pagarme.

No entiendo porque el proceso se extiende a un correo con un archivo que tiene una contraseña la cual leovegas no lo proporciona.

Mi pago no llegaa!!! han pasado mas de 1 año , le recomiendo sinceramente que no apuesten en este casino , y a casino guru que le baje la calificacion porque NO ES UN CASINO TRANSPARENTE Y SEGURO.

Dear mazita,

thank you for your message.

Is your phone number in the LeoVegas casino files up to date?

Dear mazita,

thank you for your message and for the update.

Dear LeoVegas Casino,

could you please update Mazita's phone number?

Good morning,

Thank you for your reply!

I have reached out via email with further information. May you kindly look for the email, please?

If you require any further help, please let us know.

Regards,

Dear LeoVegas Casino,

thank you for your email.

Dear mazita,

have you received an email with new instructions from LeoVegas Casino, please?

I have sent you an email for your review at your convenience.

Dear mazita,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru