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Leovegas balance wiped

Biohazard

Biohazard

Dormant Account
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
 
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)
 
Steviedoo said:
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.
Click to expand...

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.
 
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
 
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.
 
Steviedoo said:
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.
Click to expand...
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.
 
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.
 
Biohazard said:
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.
Click to expand...
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)
 
. 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
 
colinsunderland said:
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.
Click to expand...

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
 
Last edited by a moderator:
mac72 said:
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
Click to expand...

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:
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 said:
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.
Click to expand...
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
 
mac72 said:
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
Click to expand...

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.
 
Biohazard said:
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.
Click to expand...

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.
 
mac72 said:
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
Click to expand...

Because it likely breaches the CAP code, I thought I said that.
 
Last edited by a moderator:
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.
 
mac72 said:
You said it but didn't qualify/explain how?? Could you expand a bit more?
Click to expand...

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.
 
colinsunderland said:
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.
Click to expand...
Understood, wonder how paddy powers promo would be viewed, customer logs in following day to find £1000 in their account and then sees that there was 60k there and they removed it as you didn't log in within 5 mins to claim it , i'd call that a major disappointment!
 
colinsunderland said:
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.
Click to expand...

Thanks for this Colin. Could you advise where I would make said complaint?

I'm going to give Leovegas some time to respond to my email first before I do anything else. At the end of the day, I fully appreciate that mistakes can happen, but it would be nice to make this right somehow.
 
mac72 said:
Understood, wonder how paddy powers promo would be viewed, customer logs in following day to find £1000 in their account and then sees that there was 60k there and they removed it as you didn't log in within 5 mins to claim it , i'd call that a major disappointment!
Click to expand...

Honestly I don't see a problem. The promo itself is fine, the terms seem to be clear (they are on LV, it doesn't show on PP for me so can't say on that one), the problem is the fact they left the money in the account and allowed him to start using it. Everyone gets disappointed if they don't win, but its the unnecessary part that breaches the code. This is as they could have removed it again at the end of the period to claim.

Biohazard said:
Thanks for this Colin. Could you advise where I would make said complaint?

I'm going to give Leovegas some time to respond to my email first before I do anything else. At the end of the day, I fully appreciate that mistakes can happen, but it would be nice to make this right somehow.
Click to expand...

Just go to the ASA website and make a complaint through there, quote the code I mentioned above and explain what happened.
Also bear in mind it won't get you paid anything.
 
SmartSelect_20190213-171044_Gmail.webp


Well they've finally given me an email. First of all, why so late? Second of all, not personal at all, given my email to them was very personal. This is as generic and robotic as it comes. Finally, no compensation at all.

Safe to say I won't be using Leo again.
 
Are Leo and paddy power linked?.. have I missed something?.
And sorry to hear that OP, must be really disappointing, a small gesture of goodwill would have been nice.
Sadly the terms seem watertight.
 
Biohazard said:
View attachment 104304

Well they've finally given me an email. First of all, why so late? Second of all, not personal at all, given my email to them was very personal. This is as generic and robotic as it comes. Finally, no compensation at all.

Safe to say I won't be using Leo again.
Click to expand...
They said sorry, exactly what you wanted.

Money is and was not your money, so please go on with life and stop crying.
 
Casino12345 said:
They said sorry, exactly what you wanted.

Money is and was not your money, so please go on with life and stop crying.
Click to expand...
Firstly that’s a shitty way to speak to the OP.
Yes it wasn’t his money, anyone knows that and the terms also confirm it.
But it was a error by Leo not the OP, to find 1k you think you won sat in your account and then to watch it go would be a most unpleasant experience to anyone.
A small gesture of goodwill would have gone along way, and to a casino like leo it’s a drop in the ocean.
It would also paint them in a good light.
 
Playford7 said:
Are Leo and paddy power linked?.. have I missed something?.
And sorry to hear that OP, must be really disappointing, a small gesture of goodwill would have been nice.
Sadly the terms seem watertight.
Click to expand...
No not linked separate companies its just paddy power have been running a promo like this (for far bigger money) for some while now , guess leo copied it
 
Again, not disputing the terms.

So this gets even better (worse). Turns out some players have had the one email, like I had (posted above), and some have had a much, much more pleasant response. I know of at least two other people that have been able to keep their funds and withdraw.

See below - how is this fair?

va6k21xw4r13z9etmw3uhngkgpzfhtw2.webp
 
Biohazard said:
Again, not disputing the terms.

So this gets even better (worse). Turns out some players have had the one email, like I had (posted above), and some have had a much, much more pleasant response. I know of at least two other people that have been able to keep their funds and withdraw.

See below - how is this fair?

View attachment 104394
Click to expand...
It isn't.
 
Biohazard said:
Again, not disputing the terms.

So this gets even better (worse). Turns out some players have had the one email, like I had (posted above), and some have had a much, much more pleasant response. I know of at least two other people that have been able to keep their funds and withdraw.

See below - how is this fair?

View attachment 104394
Click to expand...
It isnt. At all. Either they enforce the Terms like they did to you for all players or you don't enforce the Terms and let everyone keep the money.
 
Biohazard said:
Again, not disputing the terms.

So this gets even better (worse). Turns out some players have had the one email, like I had (posted above), and some have had a much, much more pleasant response. I know of at least two other people that have been able to keep their funds and withdraw.

See below - how is this fair?

View attachment 104394
Click to expand...
It’s not fair. Please send the rep a message as other members are saying.
 
Biohazard said:
Again, not disputing the terms.

So this gets even better (worse). Turns out some players have had the one email, like I had (posted above), and some have had a much, much more pleasant response. I know of at least two other people that have been able to keep their funds and withdraw.

See below - how is this fair?

View attachment 104394
Click to expand...

Maybe others didn't jump on a forum asking for compensation?.

Possibly the ones allowed to keep the money, were worth more to LV than the risk of losing them for the sake of 1K. I'm guessing you didn't fall into this category.
 
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 :p..
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.
 

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