LeoVegas locked my account with over £2300 in it

ChopleyIOM

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So I was playing at LeoVegas last night, and went downstairs to get a beer and have a wee.

When I got back upstairs I found myself looking at a screen saying that my account had been locked out for 'security reasons'.

I then had to open a live chat window and wait in a queue to find out what was going on. When I finally got to chat to a rep I was told that I had been 'logged in for too long' and that I had been kicked out of my account for 45 minutes as a commitment to 'responsible gaming'.

All I could do then is wait until I was able to log in again, at which point I withdrew my entire balance because the session had ceased to be enjoyable at that point.

LeoVegas have now asked for my docs overnight, despite the fact that I submitted them yesterday morning because I just knew some horseshit like this was going to happen when I came to make a withdrawal. (They've now had my docs for over 24 hours, but they have not been verified yet. They also asked for a screenshot of my Paypal account which I didn't submit yesterday, so I've now sent them that as well.)

As it stands my withdrawal of £2339 is showing as pending and reversible.

The email from them also contains the following magnificently friendly line:

Please note that your pending withdrawal will be cancelled and the funds returned to your LeoVegas account if we have not received the requested documents within 7 days.

Video coming shortly. I think it's safe to say that me and LeoVegas will be parting company once I get my money.

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Leo Vegas is reviewed at Casinomeister

colinsunderland

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Think @Casinomeister will have to open a sub forum soon for LeoVegas group complaints soon if they keep coming in at this rate! Don't think I've seen an accredited casino with so many complaints in such a short space of time since I joined!

LV auto logs me out of I'm inactive so too long, never had this happen, haven't played there properly for a while though so might be something new.
 

Jayjay231221

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Jul 14, 2018
Location
Warrington
I've had the same took me 3 weeks to get my money from these lot dreadful service and live chat horrible look what's happened to the Bandit Aswell can't get his money either glad I closed my account down here accredited pffftt
 

snorky510238

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Jan 12, 2018
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Uk
So I was playing at LeoVegas last night, and went downstairs to get a beer and have a wee.

When I got back upstairs I found myself looking at a screen saying that my account had been locked out for 'security reasons'.

I then had to open a live chat window and wait in a queue to find out what was going on. When I finally got to chat to a rep I was told that I had been 'logged in for too long' and that I had been kicked out of my account for 45 minutes as a commitment to 'responsible gaming'.

All I could do then is wait until I was able to log in again, at which point I withdrew my entire balance because the session had ceased to be enjoyable at that point.

LeoVegas have now asked for my docs overnight, despite the fact that I submitted them yesterday morning because I just new some horseshit like this was going to happen when I came to make a withdrawal. (They've now had my docs for over 24 hours, but they have not been verified yet. They also asked for a screenshot of my Paypal account which I didn't submit yesterday, so I've now sent them that as well.)

As it stands my withdrawal of £2339 is showing as pending and reversible.

The email from them also contains the following magnificently friendly line:

Please note that your pending withdrawal will be cancelled and the funds returned to your LeoVegas account if we have not received the requested documents within 7 days.

Video coming shortly. I think it's safe to say that me and LeoVegas will be parting company once I get my money.

View attachment 106530 [/QUOTE I wasn’t aware there is a maximum time you can be logged in for. I play at quite a few different sites and never came across this rule. Admittedly I don’t play at LV but I wouldn’t mind betting they take the 72 hours it usually takes to verify your account when you have a withdrawal pending. Any trick in the book to get you to play it back! Just be patient, take the money and run.
 
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dunover

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Yet another casino which seems to have a remarkable propensity to nullify the 'feelgood factor' when a player has a decent win. A £100 deposit, then sensibly withdrawing a win flags you somehow for 'responsible gaming'. Yes, get paid and close the a/c. There ends another potentially long term casino-player relationship. :rolleyes:
 

steveh35

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doncaster
Do casinos monitor every withdraw or only certain amounts for example if this player had withdrawn say £300/400 out over a period of weeks rather than the whole amount would the casino have looked?
 

dionysus

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Do casinos monitor every withdraw or only certain amounts for example if this player had withdrawn say £300/400 out over a period of weeks rather than the whole amount would the casino have looked?
I couldnt say for certain but i'd suspect the finance team/dept reviews EVERY Wd
 

steveh35

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I couldnt say for certain but i'd suspect the finance team/dept reviews EVERY Wd
For example if I withdrew £40 from Videoslots like I did the other day they are just as likely to look at it as if I had won £2000, I would have thought that there must be a threshold where an alarm would go off after a certain withdraw amount.
 

colinsunderland

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I couldnt say for certain but i'd suspect the finance team/dept reviews EVERY Wd

I think it depends on at least the amount, possibly in connection with the account history.
I've had withdrawals from LV for £100-200 which have been processed in under a minute, whereas anything over £500 has usually sat there for 30 minutes-1 hour, presumably while someone manually checks it.
 

snorky510238

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I would imagine for security reasons the amount is immaterial. If somebody was looking to seek an advantage or committing fraudulent behaviour I would have thought they would be more likely to withdraw in smaller increments hoping to sneak under the radar. Therefore I think every withdrawal will be checked in depth. Possibly larger amounts more so as casinos look for any excuse not to pay.
 

dunover

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That is complete bollocks. There is no UKGC or IOM requirement as far as I can see for a 45-minutes compulsory break. This is the machinations of LV's own interpretation or attempts at RG. I reckon it's the KYC amount trigger which does seem to be either 1900 or 2300 at most sites. Whichever, it's a terrible way to implement it. I would have no confidence in booking a session there ever again, just not worth the risk of it reoccurring.
Your language was quite restrained actually, I would have coffee cups being broken and the table being banged at the very least. :D

The more I think about this, the odder it seems. Let's look at the timing - it happened when you raised to £20 bet on White Rabbit, the 2300 balance was already present all day so would have activated the block way before this session if it were that. The KYC is 7 days, so not that either. So you have a large balance with 20 quid bets going on - I am wondering if this triggered some kind of casino intervention? If so you could argue it's a good tool to cool down people who have gone on tilt or are betting large money. Well, it would be if they were more expansive about the reason?
 
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PMKFRUITPRO

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Aug 22, 2017
Location
England
You say you had the account for 5 years?

You never got verified in all that time? Never made another withdrawal? Had u sent in docs previously?

Several people have said that they have asked for proof of a previously used card used to deposit? Which I’m guessing since you’ve had an account for 5 years you probably used a different card to the one for this most recent deposit? In a nutshell this is what the bandit is saying had happened.

I hope you get ur money, but these kind of underhand tactics need to be seriously looked at. It’s a disgrace.

I had a few issues at redbet, few withdrawals returned etc etc. Was only £500 I was verified and kept emails saying so. I got the money in the end but as a result never deposited again nor will I ever again. You need to feel safe when u deposit and after this and the bandits problems and several other posts about this company, who on earth is gonna want to play there?

Because they get the exclusives on btg I imagine this brings a lot of sign ups that want to have a crack. Which could be worrying when new cards etc are added down the line and they pull the same shit.

Not that it’s the guys fault on chat but what he’s said is obviously rubbish! I don’t recall Kim’s (letsgiveitaspin) stream being halted after being logged in for a few hrs!! I wonder why??!!!
 

TravellingRecluse

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Think @Casinomeister will have to open a sub forum soon for LeoVegas group complaints soon if they keep coming in at this rate! Don't think I've seen an accredited casino with so many complaints in such a short space of time since I joined!

LV auto logs me out of I'm inactive so too long, never had this happen, haven't played there properly for a while though so might be something new.


Still no reply regarding my SAR in my thread.

I also sent an email to the POD? one you suggested at LeoVegas
 

TravellingRecluse

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I've been with sky Vegas for 8 years never have sent any docs in and never had any issues with withdrawing biggest withdrawn was £3900 was in my bank next day allways has been like this withdraw and is allways in my bank the very next day via visa debit

I always found the Sky gaming sites to be superb with withdrawals. PayPal ones were usually within a couple of hours at the very most, I also never had to submit any docs although my largest withdrawal was probably around the £800 mark.
 

EkJR

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Feb 3, 2018
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Glasgow
These casinos fail to recognise one thing, if it wasn't for the players there wouldn't be any casinos. Casinos who treat players with contempt should be completely avoided at all times. Go with the best ones where you have the best customer experiences and remove yourselves from those where there are problems. Casinos are happy to take deposits but when it comes to a withdrawal their treatment of players is appalling.
 

PMKFRUITPRO

Senior Member
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Aug 22, 2017
Location
England
Agreed about skyvegas, I only ever really play there and videoslots. NEVER had an issue withdrawing or adding / removing cards at either of these.

Money always in within 48hrs(working days)

I used videoslots to play other slots not available at sky. However with the exception of a few titles/providers they now have reduced RTP so unfortunately that account won’t be getting much use now.
 
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