LeoVegas Casino - Jugador pide compensación por problemas relacionados con el juego.

When I asked for compensation because of my addiction that was not noticed, nothing was done about it. I indicated that I was struggling very much with myself and I would like to receive compensation for the suffering I have experienced.

Waneer ik vroeg een compensatie door mijn verslaving die niet op gemerkt was werd hier niks mee gedaan ik gaf aan dat ik heel erg struggelde met me zelf graag zou ik een compensatie willen ontvangen voor het leed dat ik heb mee gemaakt

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Dear C078,

Thank you very much for submitting your complaint. I’m sorry to hear about what you’ve been going through and that you are dealing with these difficulties.

Before we proceed, I kindly need to ask you a few questions to better understand your situation:

• Did you ever request self-exclusion or account closure from the casino? If yes, when and how (live chat, email, or directly in the account)?
• At any point, did you inform the casino that you were experiencing gambling-related problems or that you were struggling with addiction?
• Are you currently able to access your account, or is it already closed?

If possible, please forward any relevant communication with the casino to petronela.k@casino.guru, or upload screenshots here in the complaint thread.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear C078,

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.

I do not ask for it

They did not implement addiction prevention

verslaving preventie hebben ze niet uit gevoerd

Dear C078,

Thank you for your reply.

I would like to clarify one very important point, as it is essential for assessing your complaint fairly and objectively.

You confirmed that you did not request self-exclusion or account closure, nor did you explicitly inform the casino about your gambling addiction at the time. In this context, could you please explain how the casino was supposed to become aware of your gambling problem and restrict your access to play?

Casinos are generally required to act once they are informed about a gambling problem or once a clear self-exclusion request is made. Without such a request or notification, the casino has no reliable way of determining whether a player is experiencing addiction or whether their gambling behavior is problematic.

To proceed, we therefore need clarification on the following:

• At any point before or during gameplay, did you clearly notify the casino (in writing or via chat) that you were struggling with gambling addiction?
• Did you ask the casino to limit, suspend, or block your account due to this issue?
• If you believe the casino should have intervened proactively, could you explain what specific indicators you think should have triggered such intervention?

Your cooperation in clarifying these points will help us determine whether the casino failed to meet its responsible gambling obligations, or whether the situation falls outside what the operator could reasonably have been expected to detect.

Thank you in advance for your reply.

Dear C078,

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,
Petronela
Casino.Guru