Leovegas banned me after a large win!

[JkG]

Hi all,

So last night I was lucky enough to win 3k on an .80cent bet on Piggy Riches 2 on Leovegas. Usually playing there a win will go through straight away on withdrawal but of course being the sum I won, they really had to go and f*** me over.

First they continued to send me links to provide my address' post code (even though it has never been asked for before as I did the kyc a long time ago before we had post codes in Ireland and on a win of 600 for example it wasn't an issue) So I am searching for a good 45minutes for something with my name address and postcode which even though we have them in Ireland now, my bank doesn't use them, my phone provider doesn't use it and on we go. I was so frustrated as the customer service agent kept asking for other things that might have it on it, that youd43soect your post code to ne on, like my bank statement or a doctors letter but finally found my rent statement which has my joint tenancy with my partner on it and it included my name address and postcode. Then the verification wouldn't accept it and she kept sending me new links to provide the document to solve the issue. Finally when I switched devices and went off the app and into the desktop mode it worked. She said she could see it, if I hold she can make sure it goes through and so I waited with chat box open.

I thanked her for her patience and joked she deserved a cuppa and a biscuit after this and said I knew how irritating the job can get with frustrated customers as I had done that job myself in the past and I hoped she knew my frustration wasn't against her it was just because this was such a random, out of the blue, request. She said she understood completely and then said she was happy to tell me the funds were released and should be on their way to my account soon and yes, they did get there as fast as they always do. I thanked her again for the help and went off to do something else as I'd been into her for an hour.

I then checked my email to find the following from the agent in an email'

"Dear XYZ

I trust this email finds you in good health and thank you for contacting LeoVegas Support.

I confirm your LeoVegas account is now locked until further notice due to concerning comments made on your previous chat.

This will have to be looked into by the Responsible Gaming team and you should be notified via email in due course.

Just to remind you that it is a breach of our terms to create any new accounts. Should you open other accounts, note that this may result in forfeiture of any winnings and no funds will be returned and the account will be closed.

I also advise you to close any additional accounts on any other sites if you have any as this will help you to keep moving forward as you have made the first step by closing your account with us.

These organisation will allow you, a family member or friend to get all the help and support you need during this time.

Gambling Therapy: Gambling Therapy is a global service offering free practical advice and emotional support to anyone affected by problem gambling. They offer many different online services for problem gamblers and their friends and families.

ProblemGambling a very helpful free website that can provide free helplines and support for people with negative experiences with gambling.

I would also like to inform you about blocking software which, once installed on your devices, blocks your access to gambling sites, and also hides all related advertising and pop ups:

BetBlocker is a UK registered charity providing free blocking software to help you to control your gambling. BetBlocker offers an app for Android, iOS, Windows, Apple, Linux, and Fire OS and allows you to block your device from accessing tens of thousands of gambling sites and hundreds of gambling apps for between 24 hours and 5 years. No sign-up is required to use BetBlocker.

Gamban - Blocks access to gambling sites only, without limiting your device in any other way - Gamban simply diverts you away. (If you use the link you will get a 10% discount as we partner with this organization) It works on all common devices and operating systems, is easy to use and not intrusive. Gamban provides a reliable barrier to online gambling.

I would also like to draw your attention to our site dedicated to Responsible Gaming, where you can find as well many helpful information around these topics: LeoSafePlay.

Our self-assessment test can help you to identify the areas of your life where gambling had the most negative impact.

Betblocker Responsible Gambling Directory: This site will provide you with links and information that you may find helpful to stop your gambling habits. This directory will provide you with help organization links, blocking software information, support groups and online support, or any other information you may need related to responsible gambling and addiction.

We support you and your decision, and we encourage you to take further steps if you think that gambling has had a negative impact on your life.
If you have any further questions or concerns, do not hesitate to contact us again, we are available 24/7 through live chat and email. We will be more than happy to help.

Alternatively, you can also make use of our new Help Center to find an answer to your question!

Wishing you a great week ahead. "

What in the actual F?!?!?! I never ASKED to close my account, I never said I had any kind of issue with gambling. I'm fact I have the entire conversation screen shot because I think instinct had kicked in because they were being so weird about a postcode that still doesn't get used in Ireland by banks !!

I am so disgusted and feel like this is total discrimination because I happen to have illness!
I tend to spend what I'd use if I was a person going out on the beer for the weekend. I would be playing with when I'm bored , in pain and wanted a distraction like I'd distract myself binging a new TV show or watching true crime documentaries on YT.

I can assure you I never made any such comments about my gambling being a problem and I sure as hell didn't request to close my account because it was. Anyone offer any advice. I've no problem boycotting the site after this shocking email claiming I said I had a problem and wanted to close my account. Like I said I've the whole conversation screenshot. I was about to fire off an angry email back but I said I would come here first because you guys "drink and you know things"

 

[conker]

Thanks for sharing a detailed account of your experience. Here is your starting point

@LeoVegas Rep - get in contact with the Leo Vegas rep.

The good news for you is that they are active and have actually logged into the forum today. Drop them a PM if they haven't already done that for you.

Keep us posted on your progress.

 

[jasonuk]

LeoVegas have had some quite serious run-ins with the UKGC regarding AML and responsible gambling. So they are going to be on the skittish side when it comes to warning signs from a player.

Saying that, there are two scenarios here - is the player frustrated because of gambling (which may require RG intervention), or is the player frustrated because of poor customer service and/or business practices (which do not - and is a traditional "complaint" about a retail business).

They do mention the account is locked pending a review - so hopefully they will give you a chance to clarify your position. Although the second half is confusing because that's a copy-paste from a responsible gambling closure notice, which is difference from the first half of the email.

The CS rep has taken the side of caution here to make sure you're not a RG case - perhaps logical given their past UKGC penalties. So hopefully whoever does the subsequent review can see sense and make a sensible decision - if not the rep is available as conker has already mentioned above.

 

[maxd]

@JkG , if contacting the rep thing doesn’t work out we do have a good working relationship with LeoVegas and that could be helpful in getting this taken care of. I believe you’re familiar with our Player Arbitration (PAB) service, it’s there if you need it.

As ever, assuming you do proceed, please ensure that you have read and will comply with the Player Arbitration Policies and Procedures . Failure to comply with the rules could slow, damage or even cancel your PAB.

Regards,
Max Drayman
Head of Dispute Arbitration & Player Complaints (PABs)

 

[JkG]

LeoVegas have had some quite serious run-ins with the UKGC regarding AML and responsible gambling. So they are going to be on the skittish side when it comes to warning signs from a player.

Saying that, there are two scenarios here - is the player frustrated because of gambling (which may require RG intervention), or is the player frustrated because of poor customer service and/or business practices (which do not - and is a traditional "complaint" about a retail business).

They do mention the account is locked pending a review - so hopefully they will give you a chance to clarify your position. Although the second half is confusing because that's a copy-paste from a responsible gambling closure notice, which is difference from the first half of the email.

The CS rep has taken the side of caution here to make sure you're not a RG case - perhaps logical given their past UKGC penalties. So hopefully whoever does the subsequent review can see sense and make a sensible decision - if not the rep is available as conker has already mentioned above.

This rep and I were chatting and at no time was any problem with gambling or wanting to close an account in conversation whatsoever.

I mentioned at the end of the conversation that the win would be helpful for an upcoming minor medical bill as I had to go private instead of public due to the public waiting list being years long and the (basically I was getting blood tests that had to be couriered to London)
What's disgraceful is that she lied that I asked to close my account or that I said I had a gambling problem. That is highly offensive and judgemental and tbh a simple way to kick me off a site I've spent money in for years all because I had a stroke of luck for once!

I have pmd the Leovegas rep. Haven't checked my inbox yet though

@maxd I'm not sure what PAB would do to be honest. The email itself is enough to turn me off Leovegas for life with the absolutely disgusting lies and attack of my character.
As I said I have screen shots of the conversation as I was concerned about potential nefariousness and I was right!

 

[JkG]

No, Leo Vegas rep has not responded.

I honestly cannot believe the lies from that representative. The same rep who was being helpful in assisting with several links that my proof of postcode refused to upload to

Honestly I wouldn't want to play at Leovegas again anyway after such a character assassination, they have left a VERY bad taste in my mouth with their false accusations. That should be auto points taken off their good standing if the can do this to customers who have played weekly there for years and years. So long ago I joined I can't even remember! I've seen people win more than that at a casino and have no issues. I don't understand why I was targeted and lied about and sent that email as if I badly needed gambling help. It was very hurtful and offensive. I play within my means and as I said what I play with is what I would spend if I had a social life which as someone with chronic illness I don't and don't miss it either! I play because it's a fun distraction from when my illness has me in pain flare and it distracts me perfectly, same as when I find a series I like on Netflix with lots of episodes to binge.
Again all of which I can prove was said and what was never uttered by me whatsoever!

 

[conker]

@maxd I'm not sure what PAB would do to be honest. The email itself is enough to turn me off Leovegas for life with the absolutely disgusting lies and attack of my character.
As I said I have screen shots of the conversation as I was concerned about potential nefariousness and I was right!

You are justifiably feeling upset and frustrated with the situation and from what you have told us I can understand why. Ultimately, the goal here should be to get the money back that you feel you are owed by the casino. You can worry about whether you ever play there again another time, it's not particularly important or relevant to what is going on.

Max is just offering you another way of communicating with the casino to facilitate the 'goal'. Casinomeister has tons of experience with dealing with player complaints. What is amazing is that this service is currently free and is available to all Casinomeister members. There are no guarantee's, but a cool head in these situations can go a long way.

 

[JkG]

You are justifiably feeling upset and frustrated with the situation and from what you have told us I can understand why. Ultimately, the goal here should be to get the money back that you feel you are owed by the casino. You can worry about whether you ever play there again another time, it's not particularly important or relevant to what is going on.

Max is just offering you another way of communicating with the casino to facilitate the 'goal'. Casinomeister has tons of experience with dealing with player complaints. What is amazing is that this service is currently free and is available to all Casinomeister members. There are no guarantee's, but a cool head in these situations can go a long way.

Hi Conker , I got my money before that email was sent to me because the original issue was my postcode not being on my address as when I joined LV Ireland didn't have post codes. However, they never asked me for a post code when I won a sum of eg: 400/500 euro. I'm a player who tends to grind and play according to how the slot is playing. In the case of this one I had started our with 40eur and would as usual tend to higher and lower my net based on how I felt the game was playing . Then crazily, I hit 4 scatters at €0.80 with roughly 28 euro left in my account.
Anyway to solve the post code issue, I found my address on my house rental statement and sent it in and it was seen and accepted and the same agent who went the email to me told me it would be transferred.
It was the shock email after the money was released and transferred to my account that disgusted me. There's nothing really to be done except for me to point out as I did with the email sent to me which I pasted above, that this kind of bizarrely unreasonable character assassination goes on in order to kick you out for winning. It happened my partner a few years back on another site when he was into poker and doing very well at it also, to the point he was gaining so many "points" he was able to get two iPad minis (this was back in December 2012)

The Leovegas rep did get back to me
"Hello,
Thank you for contacting us.
I'm sorry to hear of the issues you have been experiencing.
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 help@leovegas.com detailing your query and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.
Alternatively, we would advise you to contact the PAB service at CasinoMeister Submit Your Online Casino Complaint - Casinomeister.
Thank you and have a great day!

After that email I would never play with them anyway but once again shows
They've completely lost my trust altogether by their actions. I wouldn't give them a cent of my money in the future if that's how nefarious they are in the defamation of someone's character with absolutely zero reason to do so. I'm honestly quite shocked and had they not done that they'd still have a member but now they don't and won't again regardless of whether they would bother to issue an apology (highly doubtful)

 

[kou187]

It really grinds my gears reading horror stories like this. And anyone who has played online will have been through similar shit like this before.

It's funny how when you actually win which is a task in itself, all of a sudden they need this and that and you have a gambling problem. Any stalling tactics they can use and will.

Also it's funny how no docs are needed to give them money, and no gambling problems are mentioned when your depositing loads. As soon as you win a big amount. Que the headache's

I have never had any issues with leovegas myself, but after reading this I would be less likely to deposit there again fearing the same could happen to me.

 

[conker]

Hey @JkG thanks for coming back and updating the thread. I am very pleased for you that you got your money and resolved the issue. Interesting to see that even the casino was encouraging you to use the Casinomeister PAB service.

Thankfully you had that old statement, that seems to be the gamechanger here. Thank goodness you were able to get your hands on that!

 

[JkG]

Hey @JkG thanks for coming back and updating the thread. I am very pleased for you that you got your money and resolved the issue. Interesting to see that even the casino was encouraging you to use the Casinomeister PAB service.

Thankfully you had that old statement, that seems to be the gamechanger here. Thank goodness you were able to get your hands on that!

I am glad I got my win but unfortunately I am livid they can get away such defamation of character. I never once mentioned being "worried" about my gambling habits, never did I ask for my account to be closed due to that lie.
I really am so angry about this and surely the agent such be reprimanded for not only telling those lies and saying they had locked my account as I requested when I never uttered any of those words or mentioned any money troubles. The only thing I said about my personal life was that I am chronically ill and the win would afford me to be seen quicker to get answers to a skin issue as well as make some home improvements for my daughter who is disabled. That was the HEIGHT of my personal interaction. I even thanked her for sorting the issue out with me via the chat and said she deserved a cuppa and a few biscuits after all of that. She thanked me!
It's insanity!

 

[JkG]

It really grinds my gears reading horror stories like this. And anyone who has played online will have been through similar shit like this before.

It's funny how when you actually win which is a task in itself, all of a sudden they need this and that and you have a gambling problem. Any stalling tactics they can use and will.

Also it's funny how no docs are needed to give them money, and no gambling problems are mentioned when your depositing loads. As soon as you win a big amount. Que the headache's

I have never had any issues with leovegas myself, but after reading this I would be less likely to deposit there again fearing the same could happen to me.

Totally agree with your entire post and I hope others proceed with caution because no matter how often you have deposited, if you have a large hit, you're getting expelled because how dare you have some luck!!

 

[mcgameboy]

This rep and I were chatting and at no time was any problem with gambling or wanting to close an account in conversation whatsoever.

I mentioned at the end of the conversation that the win would be helpful for an upcoming minor medical bill as I had to go private instead of public due to the public waiting list being years long and the (basically I was getting blood tests that had to be couriered to London)
What's disgraceful is that she lied that I asked to close my account or that I said I had a gambling problem. That is highly offensive and judgemental and tbh a simple way to kick me off a site I've spent money in for years all because I had a stroke of luck for once!

I have pmd the Leovegas rep. Haven't checked my inbox yet though

@maxd I'm not sure what PAB would do to be honest. The email itself is enough to turn me off Leovegas for life with the absolutely disgusting lies and attack of my character.
As I said I have screen shots of the conversation as I was concerned about potential nefariousness and I was right!

So to sum up, this thread has come into existence because the OP has no sense of discretion with their own personal and private information/personal circumstances. Got it.....

Sorry to say it (actually I'm not at all sorry), but when the task at hand is ensuring the prompt payment of casino winnings, you do not under any circumstances....

1. Provide information without being asked for it first (ideally, you will be able to provide none at all)
2. Provide superfluous information that the casino does not need to know/has no business knowing
3. Provide information that has the potential to be interpreted in such a way that it raises a red flag from a regulatory compliance standpoint
4. Provide information that can be used against you, rightly or wrongly

Einstein: E = mc squared
Online casino that is somewhat fearful of copping a hefty fine from an overzealous regulator:
upcoming medical bills + gambling = potential red flag for problem gambling

In this current regulatory climate, where casinos ARE fearful of getting hit with a massive fine by an overzealous regulator AND/OR a loss of their gambling licence, I personally can't blame LV for taking a decision that enables them to cover their arses.
If I were in their shoes, I would not hesitate to do the same.

The OP can get offended by LV's decision-making rationale all they like, but LV have their gambling licence, their bottom line and their future earnings/profits to protect.
Once the OP divulges the information they did, the OP's feelings are no longer LV's priority.
And nor should they be.
There was simply no need whatsoever to mention upcoming medical bills. NONE.
The OP's actions forced LV into taking a decision that could have otherwise been avoided if the OP had said nothing.

It's also worth mentioning that if the OP had scored this indiscretionary own goal at a different casino (Casumo, for example), they'd be looking at the possibility of account closure AND not getting their winnings either. And this thread would make for considerably more painful/sobering reading.
So at least we have avoided that.

Hopefully in future the OP will remember that discretion is the better part of valour.