Leovegas balance wiped

Biohazard

Newbie member
Joined
Sep 7, 2018
Location
UK
Hi guys,

I logged into Leovegas today to see I was successful in the cash drop promotion and had £1000 sitting in my account. To say I was buzzing is an understatement - I *never* win these sort of promotions, and I've been playing across numerous sites for several years now. So I couldn't believe how lucky I was!

I'm actually off work sick at the moment, and really bored at home, so I decided to play a couple of slots before I grabbed some lunch. Got the balance down to around £950 when I stopped. I have just logged back in and my balance is showing as £0.

I called the helpline and they have advised me that it was added in error, and that was that. I'm gutted guys. Absolutely gutted. I've never had this happen anywhere else, and as I said, I've been playing at a number of other casinos for several years now. I really wanted Leovegas to be my future home for gambling, but to get my hopes up like that and rip it away, all without notifying me (I had to call them!), that's pretty devastating...

Has this happened to anyone else? Do I have any hope of getting that cash back?

Thanks in advance,
Jack
 

mac72

Threatening behaviour - PITA
Joined
Oct 13, 2014
Location
n ireland
If you logged in "today" even you had won the £1000 in the cashdrop it would be null and void. That promo is log in between 7-9pm each day and it only started yesterday so if they added it yesterday (and it could only of been yesterday) you had to log in by 9pm last night to claim it otherwise they reclaim it, much like paddy powers finders keepers promo. It's tough but the whole idea of the promo is to get you to log in in the evening time (title of thread is a bit misleading as your balance wasn't "wiped" you just missed out on a promo as per the t+c's)
 

Biohazard

Newbie member
Joined
Sep 7, 2018
Location
UK
I woke up and had 99999999 dollars in my rizk account one day last year....

They removed it and captain rizk was nice enough to give me a freebie of $200 to help quell the excitement it caused.

But at least with that, it's obvious it's just an error. Mine was a genuine promotion that was running, with a believable figure paid out, in withdrawable cash, of the amount that said promotion had stated. Why would I believe it to be false? Honestly gutted.

Glad you got a nice goodwill gesture off them at least! To get nothing from an error like that would be sickening.
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
that has got to be one hell of a blow, appearing in your balance at the exact same time you logged in hoping/knowing you might have been awarded cash from a promotion.

i can't imagine the feeling it caused under those exact circumstances, and couldn't begin to imagine how I'd react if i turned it into 10k before withdrawing
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
infact i feel it is very poor of them to not attempt to immediately contact you under those circumastances due to the timing of this so called "error" aligning exactly with the promotion payouts, where you, as stated, you likely wouldn't really be thinking it is an error (as they claim) and may have even spent money elsewhere under the assumption this is a valid prize.
 

Casino12345

Full Member
Joined
Aug 28, 2016
Location
Netherlands
I woke up and had 99999999 dollars in my rizk account one day last year....

They removed it and captain rizk was nice enough to give me a freebie of $200 to help quell the excitement it caused.
I once had instead of a 1000 EUR withdrawal reversed, 2x a 1000 EUR resversed.

I called livechat in right away and they removed the other one. For my honesty I received, sit tight, 5 free spins of 10 cents.
 

Biohazard

Newbie member
Joined
Sep 7, 2018
Location
UK
I was expecting some form of response by now, some form of official contact, an email, whatever. But yeah, so far, nothing at all. Not even an apology.

I'll update this thread further if I hear anything.
 

mac72

Threatening behaviour - PITA
Joined
Oct 13, 2014
Location
n ireland
I was expecting some form of response by now, some form of official contact, an email, whatever. But yeah, so far, nothing at all. Not even an apology.

I'll update this thread further if I hear anything.
Why don’t you just read the very clear terms of the promo by your own admission your not entitled to anything (you logged in too late)
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
If it was a mistake then I doubt you are going to get far, however a complaint to the ASA might be in order as I would think it breaches the CAP code for this type of thing.
 

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
. Promo dates: 11/2/19 - 23/2/19. New & existing UK players. Eligible players need to have deposited min £10 since
10 February ’18

is that right since 10 feb 2018 or should it be since 2019 ??
@LeoVegas Rep @LeoVegas Affiliates
 

mac72

Threatening behaviour - PITA
Joined
Oct 13, 2014
Location
n ireland
If it was a mistake then I doubt you are going to get far, however a complaint to the ASA might be in order as I would think it breaches the CAP code for this type of thing.

This does not even need to be debated it is beyond black and white and why would anyone be complaining to anybody! :
Cash Drop:

Every Monday to Friday during the promotional period, we will drop £1,000 into two random player's accounts.

Every Saturday during the promotional period, we will drop £10,000 into one random player's account.

Players will need to login to their LeoVegas account between 19:00 and 21:00 on the above days during the promotion to win the cash. If players login after 21:00, the cash will be forfeited.:

He logged in the next day
 
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Biohazard

Newbie member
Joined
Sep 7, 2018
Location
UK
This does not even need to be debated it is beyond black and white and why would anyone be complaining to anybody! :
Cash Drop:

Every Monday to Friday during the promotional period, we will drop £1,000 into two random player's accounts.

Every Saturday during the promotional period, we will drop £10,000 into one random player's account.

Players will need to login to their LeoVegas account between 19:00 and 21:00 on the above days during the promotion to win the cash. If players login after 21:00, the cash will be forfeited.

He logged in the next day

No, not true. It was credited on the 12th (I can quite clearly see it in my history). The money was in my account, for all I knew they just credited it early.

Regardless of that, the fact is, for whatever reason I had money in my account, whether through this promotion or another. I wagered said money, and then a few hours later my balance was wiped with absolutely no explanation or even an apology.

T&Cs aside, I'm a good customer and this has been an awful experience for me.
 
Last edited by a moderator:

mac72

Threatening behaviour - PITA
Joined
Oct 13, 2014
Location
n ireland
Well then it’s a mistake as they say and I’m sure you read the promo after seeing the cash to check wag req etc (there aren’t any) and it might have been worthwhile checking with CS , this could of been a lot worse imagine you’d hit while spinning and had a 5k withdrawal and that had been removed , mistakes do happen as per the comments about the large amount added to risk account and I think in all honesty checking would be prudent in future but I do feel your pain and I’m a good customer at Leo too and they can be quite “abrupt “ when dealing with issues like these
 

jimbler

Newbie member
Joined
Feb 4, 2006
Location
Surfing
What a seriously crappy promotion. Surprise! You could have won 1000 bucks, but you weren't online at the time! If they are going to run this, they need to remove it at 21:01, or they are going to p#ss a lot of people off.
 

mac72

Threatening behaviour - PITA
Joined
Oct 13, 2014
Location
n ireland
What a seriously crappy promotion. Surprise! You could have won 1000 bucks, but you weren't online at the time! If they are going to run this, they need to remove it at 21:01, or they are going to p#ss a lot of people off.
You should watch paddy powers “finders keepers” promo they drop anything from 5k-60k in random accounts but you’ve 5mins to log in and claim otherwise they remove it and leave 1k and 100 free spins , no doubt this is how leo came up with the idea
 

Biohazard

Newbie member
Joined
Sep 7, 2018
Location
UK
Well then it’s a mistake as they say and I’m sure you read the promo after seeing the cash to check wag req etc (there aren’t any) and it might have been worthwhile checking with CS , this could of been a lot worse imagine you’d hit while spinning and had a 5k withdrawal and that had been removed , mistakes do happen as per the comments about the large amount added to risk account and I think in all honesty checking would be prudent in future but I do feel your pain and I’m a good customer at Leo too and they can be quite “abrupt “ when dealing with issues like these

But you're missing the point here, yes mistakes do happen, but they shouldn't happen like this, and when they do they should be handled correctly. I shouldn't be held accountable for their mistake.

You can say I should checked with them, but why? I didn't even consider it was a mistake. It was withdrawable cash, I only wagered it because I logged in with the intention of playing.

I'm not here to question what they have done is lawful or not, I'm just saying I've had a really bad customer experience and would like a response.
 

spiker1977

Experienced Member
Joined
Dec 1, 2017
Location
Finland
But you're missing the point here, yes mistakes do happen, but they shouldn't happen like this, and when they do they should be handled correctly. I shouldn't be held accountable for their mistake. If you make a mistake = you pay, if the casino make a mistake = you don't get pay! Welcome to the wonderful world of online gambling :thumbsup:

You can say I should checked with them, but why? I didn't even consider it was a mistake. It was withdrawable cash, I only wagered it because I logged in with the intention of playing.

I'm not here to question what they have done is lawful or not, I'm just saying I've had a really bad customer experience and would like a response.

I feel bad for you.
You did nothing wrong, but keep your expectations low for the support and compensation you will get from the casino.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
This does not even need to be debated it is beyond black and white and why would anyone be complaining to anybody! :
Cash Drop:

Every Monday to Friday during the promotional period, we will drop £1,000 into two random player's accounts.

Every Saturday during the promotional period, we will drop £10,000 into one random player's account.

Players will need to login to their LeoVegas account between 19:00 and 21:00 on the above days during the promotion to win the cash. If players login after 21:00, the cash will be forfeited.
He logged in the next day

Because it likely breaches the CAP code, I thought I said that.
 
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lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
It was a mistake I dont see the issue here. It sucks and is disappointing but it's no different than a bank adding money by accident and taking it back. Leovegas could be nice and throw you $50 or at least email you but yeah that's about it.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
You said it but didn't qualify/explain how?? Could you expand a bit more?

CAP code version 12 8.2 states

Promoters must conduct their promotions equitably, promptly and efficiently and be seen to deal fairly and honourably with participants and potential participants. Promoters must avoid causing unnecessary disappointment.

I would say adding £1000 to a players balance and leaving it there until the next day, allowing them to play with the money then removing it falls under the bolded bit. Plus, it would be subjective to a certain extent, I think its obvious the OP is disappointed. This could have been avoided by removing the 'winnings' at the end of the promotional login period.
 
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