Leovegas balance wiped

[Gaz237]

Videoslots chill ??? lol

@pinnit2014 answer what means VS shill ???

He was calling me a Very Sexy Shill

 

[Biohazard]

if i had to guess I'd say it's a 'we reserve the right, at our discretion...' thing. And that similar to what Gaz said above, the players who did get to keep this money were perhaps deemed to be players who make larger deposits, and that making sure to retain their custom while also making them feel even more valued in the process outweighs taking back the money put in their accounts due to the error.

I'm ceartinly not accusing when i say this, but i do hope you are acting in good faith, which i do believe you are.
But i do hope that you didn't ..accidently.. forget to mention you was actually already aware of 2 others having been able to keep the funds, aware of 2 others who had recieved the email shortly after the error/or when attempting withdrawal. while you yourself had also already receieved an email fairly promptly after the withdrawal was declined, an email which didn't contain the good news of being able to keep the funds like the other 2 emails indeed did. but delayed sharing that with your initial post, as somewhat like an extra attempt to gain sympathy for how the balance was wiped without any explanation.

I've got a fat fkn headache so please don't take that too personally. I've got to be a bitch towards someone and since this thought came to mind, that someone is you ..
Regardless of if you did or didn't act in such manner, which the casino would probably fairly easily be able to prove (or you yourself), imo it doesn't excuse the initial poor choice of LV to let some people benefit from this error, and tell others to F off.

I understand the skepticism, but I can assure you I have only acted with total honesty throughout this thread. See below a screenshot of the email, you can see the date and time of when I received it and when I posted this thread.



1) at the time I logged into my account to see the cash drop funds credited, I fully believed it to be genuine and I was one of the two successful accounts credited.
2) it was only once the funds were removed I started to question why. At this time I still had no idea there were any other players impacted. I had also received zero communication on the matter.
3) only after contacting Leovegas myself (and being on hold for a long time before I could even get through) I was told the money was added in error.
4) following this I sent an email to the support team explaining my side of the events, my disappointment and enquiring as to what has happened.
5) only yesterday afternoon did I receive an email from Leovegas stating it was added in error with no compensation offered. It was also not a response to the email I had sent them.
6) also only yesterday afternoon did I find out that some other players that were erroneously credited the £1k were allowed to keep it.

The frustrating thing is, I'm a loyal customer and I've never kicked up a fuss with them about anything. I play regularly with Videoslots and Grosvenor and their customer service has only ever been excellent for me. I feel like if this happened at either of those I'd have been, at the very least, offered some sort of goodwill gesture to account for their error.

Moan at me if you want, but it sucks, idc.

 

[mac72]

I understand the skepticism, but I can assure you I have only acted with total honesty throughout this thread. See below a screenshot of the email, you can see the date and time of when I received it and when I posted this thread.

View attachment 104448

1) at the time I logged into my account to see the cash drop funds credited, I fully believed it to be genuine and I was one of the two successful accounts credited.
2) it was only once the funds were removed I started to question why. At this time I still had no idea there were any other players impacted. I had also received zero communication on the matter.
3) only after contacting Leovegas myself (and being on hold for a long time before I could even get through) I was told the money was added in error.
4) following this I sent an email to the support team explaining my side of the events, my disappointment and enquiring as to what has happened.
5) only yesterday afternoon did I receive an email from Leovegas stating it was added in error with no compensation offered. It was also not a response to the email I had sent them.
6) also only yesterday afternoon did I find out that some other players that were erroneously credited the £1k were allowed to keep it.

The frustrating thing is, I'm a loyal customer and I've never kicked up a fuss with them about anything. I play regularly with Videoslots and Grosvenor and their customer service has only ever been excellent for me. I feel like if this happened at either of those I'd have been, at the very least, offered some sort of goodwill gesture to account for their error.

Moan at me if you want, but it sucks, idc.

But you obviously read the terms as you know there are 2 players credited daily and the times for claiming are also stated ? I’m really not trying to have a go but it is obviously an error either way and we can’t always expect to profit from errors certainly if it was the bank they would just take the money back and that would be that. As stated there are probably higher value players that they didn’t want to piss off and let them keep it but who knows what the extent of the mistake was and they probably had to draw a line somewhere

 

[Biohazard]

But you obviously read the terms as you know there are 2 players credited daily and the times for claiming are also stated ? I’m really not trying to have a go but it is obviously an error either way and we can’t always expect to profit from errors certainly if it was the bank they would just take the money back and that would be that. As stated there are probably higher value players that they didn’t want to piss off and let them keep it but who knows what the extent of the mistake was and they probably had to draw a line somewhere

So as I said in the thread earlier, I just assumed they'd credited it earlier, pre-empting the night's qualifying period. I've certainly received bonuses from casinos and such before earlier than the specified time, I wouldn't say that was particularly unusual. Remember, it was credited on the 12th, not the 11th (which would obviously have meant I missed the qualifying time, but this was not the case).

 

[DreamRJ]

But you obviously read the terms as you know there are 2 players credited daily and the times for claiming are also stated ? I’m really not trying to have a go but it is obviously an error either way and we can’t always expect to profit from errors certainly if it was the bank they would just take the money back and that would be that. As stated there are probably higher value players that they didn’t want to piss off and let them keep it but who knows what the extent of the mistake was and they probably had to draw a line somewhere

But that is beside the point. I to was a big loyal player at Leovegas and their loyalty stinks and is pretty much none existent. Yet I still deposit a hell of a lot their. And yet I still never ever get any type of goodwills. Reason being is because my withdraws are above my deposits for the lifetime of my account. Mainly because of a progressive I won a few years ago of €12,200 ish euros on that Yggdrasil slot Holmes Secret of the stones slot. On a 0.40 stake.

And ever since that my account has basically been bonus banned because of that very reason. Even though I am still loyal. Deposit huge amounts of money. Yes I still get withdraws once in a while. That also then keeps the ratios between deposits/withdraws nearly the same mostly. So it will never happen in my lifetime that I will be able to get my deposits back above my withdraws. I never even get promo emails or texts anymore. Even though I am opted into them. I get totally 0 back from them.

So the point about them letting some of them keep the £1000 over others is just totally unfair and unjust in my opinion. They should have made it so that if it was the case they kept making this mistake which it appears to be the case and they chose to let some keep the funds, then that rule should have applied to everyone as well. Regardless what circumstances etc etc. Just my opinion anyway.

I think many members know that I have some history with complaining about Leovegas over the last year or more and those feelings towards them have not changed. They still lack to be active in this forum, they still Lack at a lot of things. Then something I have noticed the last few months is this. Their live chat is now Highly busy. Every time I try to use Live Chat now it says I am in queue position 10 most of the time. So it now basically can take upto 1 hour to speak to an agent in some occasions. Many many months ago It used to take 30seconds - 2 minutes. Now it does not matter what time of day or night it is, even in the early hours of the morning. Live chat now has huge queues always. I keep saying when will they get more agents every time, and they just keep saying. We will pass on your feedback. Same old same old nonsense lol.

Yet I continue to play at Leovegas. Yes madness that I still do I know lol.

But I am on the side of the OP I think Leovegas should give him something. The fact they have taken a long time to even email him and the email was soo cold and mean in so many ways compared to the others that others got that said they could keep it. As just plain out of line.

So I am 100% on your side OP. I would keep ringing them up if I was you. And also make sure to PM the rep every day until they respond. The rep does reply eventually but sometimes you can go a few days without a reply to a pm to the Leovegas rep. Hope this helps and Good Luck.

Keep us updated with what they say and if they do actually change their minds and or give you some sort of compensation.

Last thing is. The fact that the OP has now shown prove that others have been able to keep it then that in itself gives the OP some fighting chance at getting something in my opinion. There will also always be some that have a different view that it was a mistake etc etc. Like the one above about if it was a bank error etc etc. Bank errors like that are extremely rare and more rare than this type of error. Bank errors that credit funds have to be like 1 in 10 million chance of happening. As systems are in place that make sure they never happen.

 

[Jono777]

Nice to see the rep so active and on the case with this one

Been AWOL for month's and month's

 

[mac72]

Look if it was me and I saw the £1000 I’d probably spin a bit and then withdraw and hope it went through and say nothing in the full knowledge something wasn’t just right. That’s what I’d say happened here (a guess) but I don’t see any sense in the reasoning that just because others got keeping it that sets a precedent, indeed the only precedent I see set is that leo have already decided others are more valuable to them so id say their decision is already made but I applaud the OP for sticking at it and hey maybe they’ll think it’s not worth their bother and throw him something

 

[colinsunderland]

Well the LeoVegas rep read the thread at 8.41am this morning, you would think he might have commented

 

[Biohazard]

Thanks @DreamRJ - really appreciate the support.

I did message the rep(s) last night. Still no response on this thread, via message or via email (Leo Support).

Will keep you all updated

 

[DreamRJ]

Thanks @DreamRJ - really appreciate the support.

I did message the rep(s) last night. Still no response on this thread, via message or via email (Leo Support).

Will keep you all updated

Thanks and you are very welcome

 

[slotter999]

Moan at me if you want, but it sucks, idc.

Hey mate,

I wouldn't pay attention to those negative comments. There are some here that seem to take delight in bashing players.

Your reaction is perfectly reasonable and you have good reason to feel disappointed with the casino.

Hope they try and make it good.

Good luck

 

[TheAddict]

Hey mate,

I wouldn't pay attention to those negative comments. There are some here that seem to take delight in bashing players.

Your reaction is perfectly reasonable and you have good reason to feel disappointed with the casino.

Hope they try and make it good.

Good luck

thanks. i did not bash this guy. if you read what i wrote on the first page you will see i felt for the op, as do many. and his response to me you just quoted, from what i said i do believe him. it just made me wonder after how suddenly he reveals other peoples emails, who must have given him a copy of the email personally (unless he found it on anither site).

i just said i hope he wasnt being cheeky with milking it, since the emaills originaly posted didnt have dates attached iirc. and as i said in the same post, i do believe him.
it is not negative to question something in a polite way if something comes to mind, on a forum where people regularly are found to have bended the truth or later found to be lying anyway.
despite i never have bashed players here (well, goatwack deserves the occasional slap) . but please accept my apologies for bringing something up politely, that can easily be debunked by either party. I'll be sure to ask personally next time if you approve of my comment and if it is too negative for your feelings.

obviously not my thread, sorry for filling it up, won't comment on it again.


as i said b4, i do hope you get some compensation op.

 

[Playford7]

But that is beside the point. I to was a big loyal player at Leovegas and their loyalty stinks and is pretty much none existent. Yet I still deposit a hell of a lot their. And yet I still never ever get any type of goodwills. Reason being is because my withdraws are above my deposits for the lifetime of my account. Mainly because of a progressive I won a few years ago of €12,200 ish euros on that Yggdrasil slot Holmes Secret of the stones slot. On a 0.40 stake.

And ever since that my account has basically been bonus banned because of that very reason. Even though I am still loyal. Deposit huge amounts of money. Yes I still get withdraws once in a while. That also then keeps the ratios between deposits/withdraws nearly the same mostly. So it will never happen in my lifetime that I will be able to get my deposits back above my withdraws. I never even get promo emails or texts anymore. Even though I am opted into them. I get totally 0 back from them.

So the point about them letting some of them keep the £1000 over others is just totally unfair and unjust in my opinion. They should have made it so that if it was the case they kept making this mistake which it appears to be the case and they chose to let some keep the funds, then that rule should have applied to everyone as well. Regardless what circumstances etc etc. Just my opinion anyway.

I think many members know that I have some history with complaining about Leovegas over the last year or more and those feelings towards them have not changed. They still lack to be active in this forum, they still Lack at a lot of things. Then something I have noticed the last few months is this. Their live chat is now Highly busy. Every time I try to use Live Chat now it says I am in queue position 10 most of the time. So it now basically can take upto 1 hour to speak to an agent in some occasions. Many many months ago It used to take 30seconds - 2 minutes. Now it does not matter what time of day or night it is, even in the early hours of the morning. Live chat now has huge queues always. I keep saying when will they get more agents every time, and they just keep saying. We will pass on your feedback. Same old same old nonsense lol.

Yet I continue to play at Leovegas. Yes madness that I still do I know lol.

But I am on the side of the OP I think Leovegas should give him something. The fact they have taken a long time to even email him and the email was soo cold and mean in so many ways compared to the others that others got that said they could keep it. As just plain out of line.

So I am 100% on your side OP. I would keep ringing them up if I was you. And also make sure to PM the rep every day until they respond. The rep does reply eventually but sometimes you can go a few days without a reply to a pm to the Leovegas rep. Hope this helps and Good Luck.

Keep us updated with what they say and if they do actually change their minds and or give you some sort of compensation.

Last thing is. The fact that the OP has now shown prove that others have been able to keep it then that in itself gives the OP some fighting chance at getting something in my opinion. There will also always be some that have a different view that it was a mistake etc etc. Like the one above about if it was a bank error etc etc. Bank errors like that are extremely rare and more rare than this type of error. Bank errors that credit funds have to be like 1 in 10 million chance of happening. As systems are in place that make sure they never happen.

You complain?.. never!.. I won’t have that!!!. Lol

 

[sueyh]

But you obviously read the terms as you know there are 2 players credited daily and the times for claiming are also stated ? I’m really not trying to have a go but it is obviously an error either way and we can’t always expect to profit from errors certainly if it was the bank they would just take the money back and that would be that. As stated there are probably higher value players that they didn’t want to piss off and let them keep it but who knows what the extent of the mistake was and they probably had to draw a line somewhere

It has nothing to do with terms. Leo Vegas didn't say the money was taken because the OP didn't log in within the time frame as stated on the term. The email clearly said it was technical problem they had.

You keep talking about the casino's right, but how about the player's right?
The OP has every right to complain and being negative with this casino.
His experience with this casino is not pleasant, and I believe the casino did not act right.
The OP is not trying to profit the error. What he is expecting is some kind of gesture from the casino to say sorry.

The casino can decide which customers are more valuable than others and they can act accordingly, the players can decide which casino is good and which casino is not good and they can act accordingly-such as writhing a post based on the fact and expressing his unhappiness with this casino.

 

[DreamRJ]

Can I ask @Biohazard - Where did you get the other screenshots of the emails from that shown Leovegas say in them that they could keep the money and do with it what they wished?

Can you say which forum or site you found them on please and maybe PM me the link to it, if it is to another gambling forum. As not sure if it is allowed to post links to other gambling forums in posts unless you own them and what not.

I am just curious is all

Thanks in advance.

 

[Playford7]

Isn’t one of the parimeters of being accredited having a active rep?. This leo rep seems to have been eaten by lions...
also still awaiting my free ‘Leo advertised M5’ haha

 

[mac72]

It has nothing to do with terms. Leo Vegas didn't say the money was taken because the OP didn't log in within the time frame as stated on the term. The email clearly said it was technical problem they had.

You keep talking about the casino's right, but how about the player's right?
The OP has every right to complain and being negative with this casino.
His experience with this casino is not pleasant, and I believe the casino did not act right.
The OP is not trying to profit the error. What he is expecting is some kind of gesture from the casino to say sorry.

The casino can decide which customers are more valuable than others and they can act accordingly, the players can decide which casino is good and which casino is not good and they can act accordingly-such as writhing a post based on the fact and expressing his unhappiness with this casino.

The payers "right"??? He doesn't have one , a mistake was made really how it was made is really irrelevant , something was showing in his account that shouldn't have been there and it was removed so i don't get what your point is? I see what he's doing i don't have any issue with that but please lets not feel for one moment that there is some "entitlement". He knows the terms of the promo he could see that something was "wrong" and if he'd of gone onto live chat and checked at the time of logging in i'm sure they would just of removed the £1000 straight away. He hoped it would be ok and they would process the withdrawal it didn't happen but he's at no loss here so lets just put the violins away for a sec. As i say i see what he's doing have no issue with it but knowing this casino brand i don't hold much hope but there's no harm in trying

 

[sueyh]

/

The payers "right"??? He doesn't have one , a mistake was made really how it was made is really irrelevant , something was showing in his account that shouldn't have been there and it was removed so i don't get what your point is? I see what he's doing i don't have any issue with that but please lets not feel for one moment that there is some "entitlement". He knows the terms of the promo he could see that something was "wrong" and if he'd of gone onto live chat and checked at the time of logging in i'm sure they would just of removed the £1000 straight away. He hoped it would be ok and they would process the withdrawal it didn't happen but he's at no loss here so lets just put the violins away for a sec. As i say i see what he's doing have no issue with it but knowing this casino brand i don't hold much hope but there's no harm in trying

Yes, the money doesn't belong to him, but he didn't know that. The promo is going on the casino, and the OP knew about the promo, and one day when he logged in he saw the money-the amount exactly matches the prize money, and the OP thought he won the promo, how he could know the money didn't belong to him?

It is not about the money that doesn't belong to him was in his account, it is about the casino made the OP think he is the winner of the Promo and said "Oh, actually you are not." That is not funny experience to anyone.

The casino email clearly said, it is about giving prize money to wrong people, it's not like the money showed up without any reason, it is prize money, just their computer screwed up and gave the prize money to too many people who is not the winners.
It's like this. He apply the comp run by the local supermarket, the prize is Samsung TV 100 inch, one day, Samsung TV 100 inch is delivered to his house, he says "yeah, I won the comp!!!", and a few days later people come to his house and take away the TV and says "Sorry, it was a tech issue, actually you are not the winner." How does it sound fair to you?

The op is upset and I believe he has every right to be upset. If your opinion is the casino doesn't need to do anything to say sorry, I can respect that, but saying something like the OP is trying to profit from the casino's mistake is not really nice and unnecessary thing to say in my opinion.

 

[Biohazard]

Thanks for all the support everyone, really do appreciate it. I know I'm having a good moan here, but trust me the disappointment is genuine. As I said, at the time, I genuinely believed I had won that money.

@DreamRJ - PM'd you bud.

 

[Playford7]

Thanks for all the support everyone, really do appreciate it. I know I'm having a good moan here, but trust me the disappointment is genuine. As I said, at the time, I genuinely believed I had won that money.

@DreamRJ - PM'd you bud.

Tbh mate id genuinely not expect anything back as you actually didn’t win anything, as for a gesture of goodwill I’d probably write that off to sadly.
Unless the Leo rep ‘roars’ into action and decides different..
just don’t build your hopes up .
All the best

 

[Biohazard]

Tbh mate id genuinely not expect anything back as you actually didn’t win anything, as for a gesture of goodwill I’d probably write that off to sadly.
Unless the Leo rep ‘roars’ into action and decides different..
just don’t build your hopes up .
All the best

Of course bud, to be honest I'd just love to be able to report back here that Leo have done a solid, made things right somehow and given a sincere apology. I want to be able to shout that they've given some great customer service here and recommend them. Anyone that knows me over at other gambling forums knows I am very defensive of casinos and big up the ones that really go above and beyond. I don't like having a moan, despite how it may seem.

I do like Leovegas, as a casino, great range of slots, but as it stands I'm not exactly at a very warm place with them right now...

 

[Gaz237]

To be honest, I think the OP should of been offered a gesture of good will. £50 or £100.

Also the fact the LV reps have decided to go awol, is pretty shitty

 

[DreamRJ]

Thanks for all the support everyone, really do appreciate it. I know I'm having a good moan here, but trust me the disappointment is genuine. As I said, at the time, I genuinely believed I had won that money.

@DreamRJ - PM'd you bud.

Your welcome, thanks for the PM with the link. appreciate it. I explained what you should do in PM. So please do what I said in the PM and make sure to not give up.

Good Luck m8

Leo can be and are one of the most painful casinos to get things sorted out in. The fact reps are pretty vacant on this forum. Just shows they do not care what so ever about customers. I have said many times that they are and should be in breach of the CM rules regarding being accredited on CM. But when I mention this I usually get attacked for saying it.

But the rules are the rules. A rep should be active and reply in threads and sort player issues out. So many Leo threads never get responses. The last time they posted in a thread was when I brought to attention the issue with the Quickspin slots where that coin collection feature on them, when you collected enough coins you could buy a feature with those coins. Each slot had different values or different amount of coins needed, depending which slot it was. But basically the money won from that bought feature from the coins was paid in bonus funds with WR. Even though I earned those coins with REAL cash, and not bonus funds. So the money should have been paid in cash. In the end it taken them I think about 1 or 2 weeks and they then went and disabled the coin collection on the slots.

So that is the last time I saw them actually post in a thread on CM. I know they only now reply to PM's but they reply at such a slow pace. Like you can go days and days without a reply sometimes. When they do reply they usually 9/10 times say please contact live chat or email or phone up etc etc.

So yeah they are not good. Bite me for speaking out against them again if you like. But it is a fact that Leo Rep should be active to keep their accreditation enough said.

 

[xexe]

The casino can decide which customers are more valuable than others and they can act accordingly

Could it not also have been that the ones who got to keep it possibly wagered and lost the majority of it. Let's say they lost 95% of it, that's €50 for some good PR for the person who received "€1000" and anybody he shares the news with. To make the same move for OP who instead kept 95% of it, the price tag would be €950.

 

[DreamRJ]

Could it not also have been that the ones who got to keep it possibly wagered and lost the majority of it. Let's say they lost 95% of it, that's €50 for some good PR for the person who received "€1000" and anybody he shares the news with. To make the same move for OP who instead kept 95% of it, the price tag would be €950.

Yes some of them might have already used it. But 2 hours before they remove it again after the error is not really long enough to spend the £1000 unless they did max bets or £5 bets etc etc.

I have now saw the thread and forum where the other email screenshots came from and they are genuine. There is also another screenshot that shows the paypal withdraw of 1000 accepted and approved, and in the same screenshot it also says bonus handout 1000 and the withdraw was then above it.

So yeah just wanted to say this as well