Question Leovegas asking for copies of expired bank cards

[colinsunderland]

I had this too - a half hour appointment at the bank for a bespoke letter while they um and ah about whether or not they charge for the letter.

Which is why they would get court papers rather than a letter from a bank if it happened to me. Can do a claim online in 5 mins, by the time I piss about going to town waiting to see the right person, waiting while they do it, waiting for them to get it checked etc, paying for petrol, parking etc, I may as well just start a claim.

 

[BeardyGuts]

Morning Lads,

I’ll go into the nitty gritty of expired cards.

First of all, the reason why some might get the awkward request for expired cards is the fact that some banks issue new cards way in advance of the expiry date on the card. When this happens, some banks tend to block the previous card from future transactions. So you get the awkward convo on chat asking to replace the Card’s expiry date or to remove it.

Now in order to do that, most casinos and I know personally that not all follow this rule will ask to verify the card front and back before removal. Yet some people would have already binned the card by the time they come on chat.

The usual solution is a bank statement linked to the card (PDF normally does the trick) showing your Full name and bank logo as the header showing a transaction from or to that card to the respective casino. Ask a CS guy for the last date and check somewhere close as the processing is never at the exact time.

The only time a bank letter is asked for normally is when a customer claims his card has been lost and the bank issued in a new one. This is to have a valid document and reason to “cancel” or block the card from some shady guy who happens to sign up using your name and depositing.

I’m writing from my phone so if I missed anything, just lemme know and I’ll try to reply.

I’m writing from experience working in Payments

Thanks for the details on the why... but in this case i am not even using those specific cards to deposit or withdraw to. I havent used those cards on Leo in at least a year. So thats why this is a strange request to me. I cant figure out how this is to try and prevent any kind of fraud. Fair enough if i am depositing from them all of a sudden but everything i have been doing is with paypal.

 

[MaltesePlayer]

Thanks for the details on the why... but in this case i am not even using those specific cards to deposit or withdraw to. I havent used those cards on Leo in at least a year. So thats why this is a strange request to me. I cant figure out how this is to try and prevent any kind of fraud. Fair enough if i am depositing from them all of a sudden but everything i have been doing is with paypal.

Sadly, even a card that you used once to deposit back when the casino was opened should be verified before being allowed to remove it. All a casino needs is one MGA /UKGC check on a random account who had a card “disappear” and massive fines will appear.

 

[dionysus]

Sadly, even a card that you used once to deposit back when the casino was opened should be verified before being allowed to remove it. All a casino needs is one MGA /UKGC check on a random account who had a card “disappear” and massive fines will appear.

Do you happen to know if casinos are required to request prepaid CC copies?
I've found some casinos are adamant about these and other simply remove them in order to add new ones

 

[MaltesePlayer]

Do you happen to know if casinos are required to request prepaid CC copies?
I've found some casinos are adamant about these and other simply remove them in order to add new ones

Depends on the card issuer and on whether the casino has been bitten by a particular card brand. My casino absolutely hates a particular one that was used countless times by a ring so we blocked it completely until it’s verified.

 

[LeoVegas Rep]

Without going into specific accounts, why do you ask people for cards that have expired, when you have the expiry date and know banks tell people to destroy the old one when they get a new one? If you know the expiry date (which you do) then why not have a system generated email sent 2 months before the date to tell customers they need to verify it before it is destroyed, if it hasn't already been verified?

Hey Colin,

When our payments team are processing the payment, they can only see the last 4 digits of the card number at that stage and are therefore unaware if the card has expired or not. However, the idea you suggested does sound good and I will ensure to pass the feedback over to the relevant team to see if this is something that can be implemented.

We are always happy to hear ideas and suggestions and will what we can to provide you with the best possible gaming experience.

I hope you have a lovely day!

 

[MartiniMan]

When our payments team are processing the payment, they can only see the last 4 digits of the card number at that stage and are therefore unaware if the card has expired or not.

The OP states the cards were expired. Why would your payments department even be attempting to process them?

in this case i am not even using those specific cards to deposit or withdraw to. I havent used those cards on Leo in at least a year.

 

[dunover]

This is why players should be advised to scan front-back of every card they use for gambling and keep them in a KYC folder along with an up-to-date bill and ID scan. Make the verification process simpler every time.

Especially, as people have mentioned, given that the banks tell you to destroy expired cards when new ones arrive.

 

[dionysus]

This is why players should be advised to scan front-back of every card they use for gambling and keep them in a KYC folder along with an up-to-date bill and ID scan. Make the verification process simpler every time.

Especially, as people have mentioned, given that the banks tell you to destroy expired cards when new ones arrive.

Great tip.
But honestly, who outside of CM (or even CM members but havent read this thread) would think to scan a card not prior requested when its expired and cut up at the bank when in to grab your new one

 

[Scott1baird]

What I dont get is that if your already verified with the card that has been lost stolen or expired in the first place then why do you have to reverify it for adding a new card.

 

[colinsunderland]

Hey Colin,

When our payments team are processing the payment, they can only see the last 4 digits of the card number at that stage and are therefore unaware if the card has expired or not. However, the idea you suggested does sound good and I will ensure to pass the feedback over to the relevant team to see if this is something that can be implemented.

We are always happy to hear ideas and suggestions and will what we can to provide you with the best possible gaming experience.

I hope you have a lovely day!

Thank you
I can't remember for you specifically but when my card was about to expire I got loads of emails from casinos stating 'Your card is about to expire, please add a new one now' so there must be a way to do it I would think. If you only get the last 4 then capturing the exp date couldn't cause any security issues as that obviously isn't enough for anyone to be able to use it

 

[colinsunderland]

Great tip.
But honestly, who outside of CM (or even CM members but havent read this thread) would think to scan a card not prior requested when its expired and cut up at the bank when in to grab your new one

I do, as I do it first time I use a new card so I can send it over to be verified before I'm asked
I agree with you though, and see some people say 'you should have known' on a variety of things on here, but 99% of people don't know, casinos should make things more clear at sign up, not just on this, but other common problems that prevent them from getting paid.
I see the odd complaint on my forum where someone has been gambling online for 30 years at UK bookies, complaining about somewhere asking them for KYC documents. They, without fail, think the site is trying to scam them as it is always on withdrawal and they have had 1000's of withdrawals from UK centered bookmakers without ever having to do the same. It also usually includes the line 'won't be playing here again'.

 

[EkJR]

This is why players should be advised to scan front-back of every card they use for gambling and keep them in a KYC folder along with an up-to-date bill and ID scan. Make the verification process simpler every time.

Especially, as people have mentioned, given that the banks tell you to destroy expired cards when new ones arrive.

This needs to happen in May onwards in the UK anyway. Hopefully these casinos can't just amend their terms to get round it.

 

[EkJR]

I do, as I do it first time I use a new card so I can send it over to be verified before I'm asked
I agree with you though, and see some people say 'you should have known' on a variety of things on here, but 99% of people don't know, casinos should make things more clear at sign up, not just on this, but other common problems that prevent them from getting paid.
I see the odd complaint on my forum where someone has been gambling online for 30 years at UK bookies, complaining about somewhere asking them for KYC documents. They, without fail, think the site is trying to scam them as it is always on withdrawal and they have had 1000's of withdrawals from UK centered bookmakers without ever having to do the same. It also usually includes the line 'won't be playing here again'.

That's because it is normally the case in that things are delayed seemingly needlessly. Thankfully in May it will see an end to this practice although it doesn't stop 'pending periods' which I think it should have.

 

[LeoVegas Rep]

The OP states the cards were expired. Why would your payments department even be attempting to process them?

Hey MartiniMan,

The expiry date is not something the payments team are required to check when processing the payment, so, unfortunately, they would not be aware if the card is expired.

I will do my best to pass the feedback forward though and hopefully, changes can be made!

 

[brianmon]

This needs to happen in May onwards in the UK anyway. Hopefully these casinos can't just amend their terms to get round it.

Isn't it just identification and address which will become compulsory in May?
Hopefully casinos will also ask for proof of payment methods as well. But they may just do the minimum required to be compliant.

 

[EkJR]

Isn't it just identification and address which will become compulsory in May?
Hopefully casinos will also ask for proof of payment methods as well. But they may just do the minimum required to be compliant.

I think the UKGC mentioned anything that would hold up a withdrawal so if it's part of the casinos policy to ask then I think it should also be required.

 

[mack341]

I've been playing slots for just over 3 years at the uk bookie style sites [plus unibet when they took over stan james] and I have never had to 'verify' a debit card once, if a card hasn't been reported stolen or lost [eg. via the visa system etc..] during the time it was used and it has now expired I can't really see a point in holding up a withdrawal in order that the customer [presumably using a new card/method for deposits] obtains a letter from their bank which could take at least a week via the post.

It also seems odd that the casino wait for the card to expire [and normally disposed of by most people] before attempting this 'verification' process. If it was requested at any time other than a withdrawal I would be less sceptical. I suppose the common sense pragmatic approach is to scan the card front and back earlier just in case the casino request it, but any fraudster who has stolen your card could make a scan as well ? I dunno maybe I'm getting too cynical in my old age

 

[BeardyGuts]

Just to say this has finally been sorted.

I messaged the rep via email as they said. Took 3 days to get an answer which was 'you need to submit the docs requested' in a long winded way.
I complained that it took 3 days to get told the same thing i already knew. This is what drives me mad, you want to deposit, no worries we take your cash... you want to withdraw... mmmm hold on, we found some obscure reason so you cant have your money yet. We will make a few hoops to jump through first.

Luckily in the interim digging through old emails to other casinos... which took bloody ages... i managed to find pics of all the cards they asked for. And i got my money finally today.

I never got an answer to my question about why a paypal deposit and withdrawal was held up by a card used over 1 year ago. And to be honest this has really put me off ever playing there again. Who knows what random requirement will come up next. In my case the deposits were made with 2 CC's from different companies and a debit card with my main bank. So if i didnt have the photos i would have had to contact all three for letters. What a ball ache.

As others have mentioned here i occasionally play on the high street bookie sites (mainly Willy Hills).. the website is absolutely shocking to find a game but at the same time i have never been asked to verify anything so that is a hassle worth it to get the money in a reasonable time. Money comes in quick with no issues (famous last words) but for now i think i will stick with them. To put this in perspective this was a very low 3 figure withdrawal I would hate to think what would be asked for with a big win.

 

[Supababe]

I first encountered this issue at VS where I had about 5 old cards before I was able to make my first withdrawal.

But I live and learn (and follow the advice from the experienced and diligent members on here) so now I do 3 things:

1. Every time I get a new card and make a first deposit with it I automatically upload/add docs (where available).

2. Take a front and back picture and store images securely in a file.

3. Perhaps not a safe recommendation but all old cards are now kept in an old purse in my safe x

 

[JkG]

Hi,

I'm sorry to hear that you are experiencing some issues verifying your payment methods. Unfortunately, due to GDPR reasons I am unable to access your account/personal information from here in order to look into this for you. I kindly ask that you send an email to support@leovegas.com with the subject: FAO Nicola/Sabina, we will then be able to look into this for you and advise you accordingly.

Thanks and have a great day!

I am having this problem now. I have been happily using my updated and verified card with LV since October and made many deposits and a few withdrawals no problem but last night I won more than the usual small amount and as soon as I withdrew it it was flagged and I got the above , asking for the card from back in October 22 which is long gone as it's supposed to be since our banks tell us to do this. I don't have desktop to access my bank account in full form just have the banking app.
I again sent copies of both sides of my debit card and even sent a copy of my bank app showing my card and the app showing a deposit (among other transactions) into LV.

Leovegas are so quick to take my money but very much changed their tune when awarding a larger than usual win.

What can I do?

 

[bamberfishcake]

I am having this problem now. I have been happily using my updated and verified card with LV since October and made many deposits and a few withdrawals no problem but last night I won more than the usual small amount and as soon as I withdrew it it was flagged and I got the above , asking for the card from back in October 22 which is long gone as it's supposed to be since our banks tell us to do this. I don't have desktop to access my bank account in full form just have the banking app.
I again sent copies of both sides of my debit card and even sent a copy of my bank app showing my card and the app showing a deposit (among other transactions) into LV.

Leovegas are so quick to take my money but very much changed their tune when awarding a larger than usual win.

What can I do?

Based on personal experience, give support a chance and then open a PAB with Max.

I tried with LeoVegas for six months. Talking to different staff and wrangling with their Hooyu system that every single agent put me back through.

LeoVegas support staff are ill-trained, and I had numerous blocks and deflecting tactics to prevent me from making an official complaint.

Max sorted the whole thing within a couple of weeks.. I very much doubt LeoVegas staff will give you the support you need and take a logical approach. They are a glimpse into the future of AI, except without the intelligence. Trust me, I spoke to them all, except the senior staff and logical human beings that Max has contact with.

 

[JkG]

What's a PAB ? I'm sorry I've played games for years but I have no idea (and should to be fair) when it comes to the technicalities.

I have no idea why they are demanding proof that I owned a card I used for Years that was verified and approved.

Now in my account section there are three/four requests for proof of card ending 53xx.

I haven't used that card since last October because it was cancelled and I was told to cut it up and dispose of it. I have since been playing with my new card that I uploaded and verified which ends 42xx. I have had no issues withdrawing or obviously depositing. They have no problems with deposits! I won in a tournament last week and placed 4th winning 1000. I withdrew that with no issues to my 42xx card which is in daily use.

Last night I won 3 times that amount through absolute luck as I really am my username status lol LadyLoser lol. Now I am getting multiple Houyou(?) requests for this OLD card. What on earth has that got to do with my new verified card I deposited a hundred times with and withdrew about 5 times with since October 22?

You're right too, I keep getting the same b.s responses which make literally no sense.


After this I swear I am quitting my bit of a laugh (because I don't drink or smoke or have any social life!) with casinos. They are so unjust it's ridiculous. How h0can they get away with this and how is asking for this kind of information on an old dormant card even legally anything to do with my withdrawal of rightfully won money which I withdrew to the verified card on their file that I deposited with?

I don't know what to do. They also told me I only get 7 days to provide info or they keep my money and as a chronically ill disabled person this is disgraceful ! Tried explaining that to them, that I can't just waltz into my nearest branch as I don't have regular transport or ability some days to even get out of bed. I got nowhere. That's not a sob story that's my life. I am chronically ill since 2005 diagnosis and it's progressive.

I'm due to go abroad next month for treatment and that money would have been a nice security blanket and would have given me the luxury of downtime to explore the city between the medical treatments. Snatched away though, just like that. How can they justify depositing my processed win last week on the tournament into my account but this week they cannot process a win 3 times the amount because they suddenly want proof I owned a card they constantly used to take money from and give back to when a win was had? It's absolutely bonkers mad. It's outrageous? So I have to try to ringing my Bank and ask them to write and sign a letter to say in was the owner of an old card ending 53xx? Why? It's preposterous!

I recieved this b.s email regarding the OLD card. (See. Attachment) and then card on my LV account file that I use is in my account right there! (See attachment)

 

[JkG]

Based on personal experience, give support a chance and then open a PAB with Max.

I tried with LeoVegas for six months. Talking to different staff and wrangling with their Hooyu system that every single agent put me back through.

LeoVegas support staff are ill-trained, and I had numerous blocks and deflecting tactics to prevent me from making an official complaint.

Max sorted the whole thing within a couple of weeks.. I very much doubt LeoVegas staff will give you the support you need and take a logical approach. They are a glimpse into the future of AI, except without the intelligence. Trust me, I spoke to them all, except the senior staff and logical human beings that Max has contact with.

Also thank you @bamberfishcake for replying x

 

[JkG]

Hey Colin,

When our payments team are processing the payment, they can only see the last 4 digits of the card number at that stage and are therefore unaware if the card has expired or not. However, the idea you suggested does sound good and I will ensure to pass the feedback over to the relevant team to see if this is something that can be implemented.

We are always happy to hear ideas and suggestions and will what we can to provide you with the best possible gaming experience.

I hope you have a lovely day!

Clearly they didn't listen to Colin's feedback. Does Leovegas listen at all?