LeoVegas Casino - La retirada del jugador se retrasa.

I have not received my payout from the casino to this day. I don't know what I should do.

Ich habe vom Casino nicht meine Auszahlung bis heute erhalten. Ich weiß nicht was ich machen soll.

Dear mihaelstnc,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

I am a man just for information.

I had fully verified myself, I did everything the casino wanted and now the casino has closed me.

no casino problem and no internal problem.

Payment was requested about 5 months ago and it is still pending and I was blocked.

Best regards

Ich bin ein mann nur als info.

ich hatte mich vollständig verifiziert ich habe alles gemacht was das casino wollte und jetzt hat das casino mich geschlossen.

kein casino problem und kein internes problem.

Auszahlung wurde vor 5 monaten beantragt in etwa und es sthet noch aus und ich wurde gesperrt.

Mit freundlichen Grüßen

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with or without an active bonus? 

If there is any communication you received from the casino, please forward it to my email at tomas@casino.guru

I'll await your response.

Could you please tell us how long you have been playing at the casino and when exactly was your account blocked? About 1 year already blocked 2 weeks ago approx.

How did you find out about your account being blocked? By email because I didn't behave well in the chat.

What games have you played to accumulate your current casino balance? (Slots, Live Games, Sports Betting) All Live Casino Blackjack live croupier

Did you win with or without an active bonus? without bonus

Könnten Sie uns bitte mitteilen, wie lange Sie im Casino gespielt haben und wann genau Ihr Konto gesperrt wurde? Ungefähr 1 Jahr schon gesperrt vor 2 wochen ca.

Wie haben Sie von der Sperrung Ihres Kontos erfahren? Per email weil ich im chat mich nicht gut verhalten habe.

Welche Spiele haben Sie gespielt, um Ihr aktuelles Guthaben im Casino anzuhäufen? (Slots, Live-Spiele, Sportwetten) Alles Live Casino Blackjack live Croupier

Haben Sie Ihren Gewinn mit oder ohne aktiven Bonus erzielt? ohne bonus

Before we contact the casino. please send me the email you received from them. Send it to my email at tomas@casino.guru

I just did. Please look at your emails.

Habe ich soeben getan. Bitte schauen sie ihre emails an.

Could you please specify if the casino refunded you any funds when they closed your casino account?

I'll await your response.

No, no deposit monies were paid back to me.

I just got banned and that was it.

Best regards

Nein mir wurden keine Einzahlungs Gelder zurück gezahlt.

Ich wurde nur gesperrt und das wars.

Mit freundlichen Grüßen

I have screenshots of the Blackjack live casino rounds that I won and where I had €15,120 in my account.

Ich habe Bildschirmaufnahmen von den Blackjack live Casino Runden die ich gewonnen habe und wo ich 15.120€ auf meinem Konto hatte.

Thank you very much, mihaelstnc, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi mihaelstnc,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite LeoVegas Casino to join the conversation and contribute to the resolution of this complaint.

Dear mihaelstnc

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 assistance@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!

Hi mihaelstnc,

Please follow the instructions above and keep me updated.

Hi mihaelstnc,

Has there been any news?

Unfortunately not so far, they just told me that they had sent the money and that I had to wait for the bank and then said I would contact the bank.

Then they said they could send me confirmation that the money had been sent. I asked you to send it to me, unfortunately I've been waiting for a few days.

Best regards

Bisher leider nicht, sie habem mir nur genannt das sie das geld abgeschickt haben und das ich auf die bank warten müssten und die bank zu kontaktieren dann meinte.

Dann meinten sie könnten mir die Bestätigung schicken das das geld abgeschickt worden ist. ich habe sie gebeten mir das zu schicken leider warte ich schon paar tage drauf.

Mit freundlichen Grüßen

Since the casino confirmed that the money was sent, let's wait a few more days. Hopefully, your funds will arrive by then. I will set the timer to four days.

yes, my money has arrived, thank you

ja mein geld ist angekommen danke

sorry leovegas for the inconvenience, the bank was having difficulties. Thanks again casino guru for the work.

Best regards

tut mir leid leovegas für die Unannehmlichkeiten, die bank hatte Schwierigkeiten. Danke nochmals casino guru für die Arbeit.

Mit freundlichen Grüßen

Dear mihaelstnc,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter