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

after playing about €4000 on the cluster gems slot they closed my account permanently! I started playing with 20 cents until I finished with 1.60, the slot has never paid out, I played for a whole day so I would like to be reimbursed for a portion of my bets as required by law

dopo aver giocato circa 4000€ alla slot cluster gems mi hanno chiuso definitivamente il mio conto ! Ho iniziato a giocare con 20centesimi fino a finire con 1,60 interrottamente la slot non ha mai pagato ho giocato per un giorno intero quindi vorrei essere rimborsato di una parte delle mie giocate di come prevede la legge

Dear tommasoepiscopo74,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LeoVegas Casino IT.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino specify the reason why your winnings were confiscated?
• Could you please share with me your communication with the casino that supports your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Continuing to play a whole day always in the same game which is cluster gems the slot has not returned anything on 4000 € played

Continuando a giocare un giorno intero sempre nello stesso gioco che è cluster gems là slot non ha restituito niente su 4000 € giocati

Thanks for your reply.

Please send the interaction between you and casino support (email or live chat) that serves as proof you tried to solve the issue with the casino. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to your reply.

I am sorry, but I don't understand the basis of your refund request.

If you played with the amount you are eligible for wins and must bear the losses. From the information you submitted, you requested closure of your account.

Looking forward to your reply.

Slots by law should return 65% of the bets! The slot that I had problems with playing for a whole day without stopping did not pay anything! When I asked for explanations saying that I played €4000 on the game cluster gems they closed my account definitively I think it is an injustice and I think it is right that a part of my bets be returned to me thanks for the collaboration

Le slot di legge dovrebbero restituire il 65% delle giocate ! Là slot con cui io ho avuto problemi giocando per un giorno intero interrottamente non ha pagato nulla ! Quando ho chiesto spiegazioni dicendo che ho giocato 4000€ al gioco cluster gems mi hanno definitivamente chiuso il mio conto giusto ritengo che sia un ingiustizia e ritengo giusto che mi venga restituita una parte delle mie giocate grazie per la collaborazione

I did not request account closure

Non ho richiesto la chiusura dell’account

Thanks for your reply.

Unfortunately, you didn't provide a valid reason for us to request a refund. If you disagree with our decision, you have the option to follow the casino's dispute resolution process found here: https://www.leovegas.it/it-it/termini point 7. complaints

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

We’ve reopened this complaint at the request of tommasoepiscopo74. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

Yes, it's RTP. I didn't ask for a gaming history at the casino!

Thanks for your message.

For us to investigate complaints regarding the RTP, we'll need to review evidence, such as your game history.

If you haven't done so already, request your game history from the casino support and forward the records to us for review.

My email is tomas@casino.guru

Looking forward to your reply.

I'm waiting for them to send me the game history thanks

Sto aspettando che mi mandano la cronologia delle partite grazie

Thanks for your reply.

Please let me know if there are any obstacles to receiving the necessary information.

Yes but they are making me wait a long time to send me the game history

Sì ma stanno facendo attendere parecchio per mandarmi la cronologia delle partite

Thanks for your reply.

Sadly, we are unable to confront the casino without evidence of anything unfair. Due to this reason, the complaint can't proceed and will be closed due to insufficient evidence.

After the casino provides you with game history and you believe your issue warrants a refund, please forward the evidence to my email at tomas@casino.guru so we may review it.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.