LeoVegas Casino - La cuenta del jugador ha sido cerrada y los fondos confiscados.

Hello

I would like to report fraud and file a complaint against LeoVegas.

This casino just stole €2,000 in deposits and all my winnings, totaling €3,737.

I made a deposit using Skrill, and my account was working fine until they asked for verification. I provided them with the required documents, and everything was fine. They even said my documents looked fine and got approved, but then they asked for a selfie so I did everything they asked, but the selfie was keep failing for some unknown reason.

Today I received an email informing me that my account had been closed and my balance was lost. This is simply a scam, they stole more than I won.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slot games, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Was your selfie approved by the casino before your account was blocked?
• Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru.

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

Best regards

Veronika

Hello Veronika,

I was focused on slots and sports betting.

I didn't use any bonuses.

First they told me that the unknown status of rejection was because selfie was in mirror reflection, I took another selfie without mirror reflection but I still got the unknown error. Account got blocked day later.

I sent you an email with the information I got from them and confirmation letters of my deposits, unfortunately I did not save live chat conversations.

Thank you for your email and for the screenshot.

• Could you please clarify when was the first time the casino asked you to verify your account?
• How many times have your identity documents been rejected by the casino?
• Did you always comply with the casino's requests and provide the required documents on time and in the requested format?
• Has the casino specified which documentation you failed to provide that led to your account being closed and your balance being confiscated?
• What was the last document requested by the casino before your account was closed? Did the casino provide you with any deadline for submitting this document?
• Did the casino inform you that your documents were considered invalid, insufficient, outdated, or inconsistent with the information in your account?

Dear krump83,

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.

• Could you please clarify when was the first time the casino asked you to verify your account?

It was right after I deposited my funds to their casino, due the stress this situation caused I lost track and forgot what day it was.

• How many times have your identity documents been rejected by the casino?

my documents were never rejected, they have been approved when I uploaded them first time, it was all about the selfie rejection due unknown reason

• Did you always comply with the casino's requests and provide the required documents on time and in the requested format?

yes

• Has the casino specified which documentation you failed to provide that led to your account being closed and your balance being confiscated?

I will attach their final letter response on my internal complaint.

• What was the last document requested by the casino before your account was closed? Did the casino provide you with any deadline for submitting this document?

a selfie verification with id scan

• Did the casino inform you that your documents were considered invalid, insufficient, outdated, or inconsistent with the information in your account?

I have already provided you with evidence of live chat support confirming that my documents were approved when I asked them about the reason of selfie rejection.

Before we proceed with the investigation, could you please forward me the selfies you sent to the casino for account verification?

Dear krump83,

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,
Veronika
Casino.Guru