Resolved Leovegas.it refuses to pay 51k€

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Before involving lawyers, I suggest you use Casinomeister's complaint system (tab right after Forums on menu bar). Read it all, especially how to guide. This is a free Player Arbitration, commonly referred to as PAB

Is @Sarynka a personal or forum friend? I did not recall an issue like that. I see they have a successful PAB, but did not post about it here. If you have a link to this story (even if not in English), I am intrigued.
 
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gambler88

Newbie member
PABaccred
Joined
Aug 12, 2021
I knew her case on an italian forum. She suggested me this forum, as she got paid after pab.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Thought maybe it was like that. Someone sent her to the right place. Obviously Leovegas cooperated, so first message the rep and ask for their help as per instructions in the complaint procedure.
 

mack341

Senior Member
Joined
May 8, 2018
Location
south east england
In the uk court procedure they'd be expected to file a defence, talk to the hand wouldn't wash. Closing someone's account with 51k owing, and then refusing to discuss matters is a bit cowboy like and a law onto oneself type behaviour.

Edit: If you want to go down the pab route there is a protocol - Player Arbitration Policies and Procedures
 
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orion

Experienced Member
PABnononaccred2
Joined
Nov 22, 2013
Location
deep south of Eu
Thought maybe it was like that. Someone sent her to the right place. Obviously Leovegas cooperated, so first message the rep and ask for their help as per instructions in the complaint procedure.
I can only say It was me bringing her here and suggesting her to PAB since I have a great confidence in the excellent work done by Maxd. Having said this, I respect her privacy and I leave to her the opportunity to chime in and tell the story from her point of view.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I knew her case on an italian forum. She suggested me this forum, as she got paid after pab.
If I understand this correctly you need help with a LeoVegas issue, yes? You're welcome to file a PAB on this if you like, we've had pretty good relations with them for a few months now and should be able to get your case looked at fairly quickly.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
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gambler88

Newbie member
PABaccred
Joined
Aug 12, 2021
little update:
i found a serious operator in live chat (Samuel), a real helper, instead others close immediately chat saying "we will not say anymore about this question".
He forwarded to department again my case, sending them my complain about abusing italian law, that regulates gambling online (AAMS).
He assured me that different departments are reviewing the case (risk, financial, anti-fraud) and will be update soon.

edit: they are waiting reply from "compliance officer"
 
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Demo11

Newbie member
Joined
Jul 30, 2021
yeah some older casino does that.. at first they shine and does everything by the books.

but after a year they fuck people over like they did with you.

the newly casinos put a limit on slots ect.. just so they wont win bigger then they can afford.

i hope someone here can help you out with this for sure.

what leovegas did here is not acceptable..

i reccomend you to contact the licence holders and explain the problem you have encounter

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you can even call them on this..

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i think they can do something about this. i hope you have some screenshots ect.. just to show you did nothing wrong.

wish you luck buddy
 

gambler88

Newbie member
PABaccred
Joined
Aug 12, 2021
i would specify that in Italy the situation is different:
AAMS(italian gambling authority) realease to gambling houses license to operate over italian soil, after they subscribe a "paper of services", that include all rules, and obligations towards the customers.
some rules are:

- they can close accounts without any reason as they want, but they must pay all balance to customer.
- they can suspend up to 180 days account for any investigation, but at the end they must unlock and pay any withdraw.
- they can't dispose of the sums deposited on the gaming accounts, excluding debit and credit operations.
- if they suspect any fraud, they must alert AAMS, (or police i think) and after is proved, they only can decide and have the power to confiscate anything.
- the only document needed to withdraw is any ID document (id card, driving license, passport).


if some rule is broken, there are penalties, that go from fines to license suspension. There are also interests for delay evading withdraws.

AAMS also have a complaints service (that i did), where they directly contact the house, but mostly they takes months.

I know that in other countries casinòs have much more power, and substantially they can do what they want.
 
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Cicadasinthetrees78

Newbie member
Joined
Jul 26, 2021
Gambler88, Leovegas are Swedish based, I found the email of the CEO and an address if you do end up going down the legal route;

Gustaf Hagman, Group CEO och medgrundare: +46 70-880 55 22, gustaf.hagman@leovegas.com Philip Doftvik, Head of Investor Relations: +46 73 512 07 20, philip.doftvik@leovegas.com
Visitors address: Luntmakargatan 18, Stockholm
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Good luck.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
In the uk court procedure they'd be expected to file a defence, talk to the hand wouldn't wash.
Yeah, if they refused to turn up to the court hearing the claimant would win the case by default.

Read a story recently where this happened, enforcement was about to commence when the casino all of a sudden paid up. No idea why it even has to get to that point. Surely it's just easier for everybody involved for the casino just to pay out if there has been nothing untoward going on with the account that would justify a voided balance.
 

Cicadasinthetrees78

Newbie member
Joined
Jul 26, 2021
I’m having difficulties myself with Leovegas now. Trouble in the waters or are they just useless?
 
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SlotMonster

Twitch Streamer - Affiliate
webmeister
Joined
Apr 2, 2007
Location
Belarus
You guys might post your complaints on casinogrounds forum as well?
Leovegas owns part of CG, so you might be able to get more attention to your issues.
 

Eliot85

Full Member
Joined
Dec 14, 2020
Location
Sweden
Haha are u joking? casinogrounds, what hepl can he get from there… That place is only for showof bigwins, adore streamers and protect them from all of their bullshit and nothing ells… i would say if he wont to use a service for help he is on the right place
 

Scott1baird

Senior Member
MM
Joined
Oct 16, 2018
Location
Isle of Bute Scotland
You guys might post your complaints on casinogrounds forum as well?
Leovegas owns part of CG, so you might be able to get more attention to your issues.
Really? Done that myself a while ago when Leo Vegas closed my account with funds still in it. Thread was deleted within 5 hours of it being started.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
As I've mentioned before, we can probably help with LeoVegas issues. We cut an agreement with LV a couple months ago and that gives us a pipeline into their Support management, finally! And so far so good, resolved a number of cases, some old and some new. It's there if you want it.

- Max
 
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