LeoVegas locked my account with over £2300 in it

MartiniMan

high octane booze, works for me!
Joined
Oct 22, 2017
Location
earth
Their profit is going to come from the few high rollers they can attract and retain, and the last thing ANY gambler likes is being given hassle of any kind. Piss them off once, and they are gone along with their potential £1000s and £1000s of casino profit over many years!

Ain't that the truth.

@ChopleyIOM no intention to hijack ya thread: not that my account was locked, nor was it at LV.

For the last 1+ week, been thru a similar hoop jumping exp at another accredited casino. Finally got verified, told my $1K withdrawal is on its way, but then it goes missing. 5 days later (late last Friday) email told me they're had an issue with processor, would be reissued Monday. Nope it wasn't. Instead apologetic VIP manager asks me to be patient, but no sign of when payment will be made. Said to VIP manager: You guys accept and are paid deposits within literally seconds. (my case $3.5K in 12 hours) when I win, I expect to paid ASAP. That's only fair, right!

Going on their 5 to 10 working day payment scheduled, I've already wasted waited 6 w/d's, who knows when I'll be paid, sometime in April, maybe May :what:

Yes, I've PM'd the Rep here.
 
Leo Vegas is reviewed at Casinomeister

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
Ain't that the truth.

@ChopleyIOM no intention to hijack ya thread: not that my account was locked, nor was it at LV.

For the last 1+ week, been thru a similar hoop jumping exp at another accredited casino. Finally got verified, told my $1K withdrawal is on its way, but then it goes missing. 5 days later (late last Friday) email told me they're had an issue with processor, would be reissued Monday. Nope it wasn't. Instead apologetic VIP manager asks me to be patient, but no sign of when payment will be made. Said to VIP manager: You guys accept and are paid deposits within literally seconds. (my case $3.5K in 12 hours) when I win, I expect to paid ASAP. That's only fair, right!

Going on their 5 to 10 working day payment scheduled, I've already wasted waited 6 w/d's, who knows when I'll be paid, sometime in April, maybe May :what:

Yes, I've PM'd the Rep here.
Shocking once you get your money ‘name and shame’. We as players need to start avoiding these places it might just get them to sharpen their act up. I have literally made thousands of deposits and not 1 single time did I have a problem but come to withdraw:rolleyes:.
 

Glassheart

Dormant account
Joined
Jan 12, 2013
Location
Leeds
Have they not sorted this out yet Chopley?

I only played LV about 6 years ago one day made a deposit and didnt get the welcome bonus and support told me UK was excluded from the bonus even though the terms said UK was in the list of elegible countrys. Was like talking to a brick wall so they never got another penny from me.

Hope this gets sorted!
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
Gotta say at this point this is pretty shocking. But then you did have the cheek to have a 45-minute break (or less) in which you quite clearly weren't in control of your gambling and/or were planning ways in which to launder money!

It's only right :eek:
 

Jayjay231221

Experienced Member
Joined
Jul 14, 2018
Location
Warrington
Wow shocking and these are accredited did look on trust pilot about Leo Vegas score of 1 out of 10 and all very the same thing verification and slow withdrawals locked out of accounts and terrible customer services.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Their rep was in this morning reading this thread. Since they are not allowed to discuss this in the open or in pm's I guess they feel a bit frustrated too.
You never sent them an email as they asked @ChopleyIOM ?

I could see they are even trying to hide from being seen in the forum, which isn't really possible for a rep, and I don't know if it's allowed either for them even if I understand why.
Is it @Casinomeister ?
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Their rep was in this morning reading this thread. Since they are not allowed to discuss this in the open or in pm's I guess they feel a bit frustrated too.
You never sent them an email as they asked @ChopleyIOM ?

I could see they are even trying to hide from being seen in the forum, which isn't really possible for a rep, and I don't know if it's allowed either for them even if I understand why.
Is it @Casinomeister ?
No one is trying to hide. Don't forget, just because someone "sees" a thread, it doesn't mean they have read the entire thing. Plus, the rep has people to answer to and if they need to post, it will probably be reviewed by a number of folks.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
No one is trying to hide. Don't forget, just because someone "sees" a thread, it doesn't mean they have read the entire thing. Plus, the rep has people to answer to and if they need to post, it will probably be reviewed by a number of folks.

Of course they have read the whole thread. They have posted in it earlier and also followed what has been posted.

Sorry for asking about the hiding mode. It's obviously allowed now.
 

ChopleyIOM

Hearthstone Addict
webby
Joined
Mar 25, 2012
Location
IOM
Their rep was in this morning reading this thread. Since they are not allowed to discuss this in the open or in pm's I guess they feel a bit frustrated too.
You never sent them an email as they asked @ChopleyIOM ?

I haven't bothered emailing them, I want to see this end-to-end as a normal customer would experience them, and TBH nothing they can do at this point will change my decision to never go within a thousand miles of this group again with real funds. (A lot of folks have left comments on my videos echoing that they've had the same sort of experience with LeoVegas, everything is fine right until you actually want to get paid by them......)

Their 72 hours to verify my Paypal docs are up tomorrow morning at about 8am, so this had be better be on the move by then. (And they've already had my driving licence and utility bill for for about 78 hours, no indication from them that they've been verified, but the Paypal document was the one they actually asked for.)

In the meantime, I can log in and see this in my account, some 65 hours since I made the withdrawal.

They really want people to press 'CANCEL WITHDRAWAL', don't they?

upload_2019-3-26_12-48-39.png
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
No one is trying to hide. Don't forget, just because someone "sees" a thread, it doesn't mean they have read the entire thing. Plus, the rep has people to answer to and if they need to post, it will probably be reviewed by a number of folks.

If a rep "sees" a thread about their casino then surely they would be expected to read the entire thing ? LV do appear to hide I'm afraid. This comes down to what's expected of a rep for an accredited casino . There is some confusion.
 

Mouche12

Kitty Lover
PABnonaccred
PABnoaccred
PABnononaccred
Joined
Jul 25, 2007
Location
Amsterdam
So, it will probably take 72+ hours before they start processing Chopley's withdrawal. Perhaps casino reviews should include links to certain forum threads, so potential players can make a well-balanced decision before opening an account at an accredited casino.
 

Siohmy

Experienced Member
Joined
Aug 9, 2012
Location
Blighty
I think it is absolutely disgusting that casino’s are only too willing and happy to deposit on what they clearly view as “could be anybodies card” and only go into documents when you are trying to withdraw.

As annoying as it is, surely casinos should insist on this prior to you making your first deposit. I wonder why they don’t (obvious rhetorical question in case you didn’t guess!).
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
I think the important thing to remember here is that there's 29p left at his disposal. He goes on a BoD rampage, gets lucky and boom there's another withdrawal!

Of course then he'd have to reverse the original withdrawal to process the new one on top. Oh the irony :eek:
 

LeoVegas Rep

Official LeoVegas rep
Joined
Jun 28, 2018
Location
Sliema, Malta
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.

View attachment 106530

Hi ChopleyIOM,

Firstly I would like to apologise that you have yet to receive a response to your satisfaction.

I can totally understand your frustration with being signed out, however, this was put into place to ensure that our players are gambling responsibly.

I would like to take the time to explain this function to you. Whenever a player is logged on to their LeoVegas account for a long period of time, they will automatically be signed out and will not be able to log in for 45 minutes. The reason we put this in place is to encourage customers to take frequent breaks. LeoVegas take responsible gaming very seriously and are continuously working on putting new processes into place to ensure a safe and secure environment for all our players. With regards to the message that appears stating your account is locked for security reasons, I agree this could definitely be clearer and I will ensure to pass the feedback to the relevant department to see if this can be implemented asap!

I hope that provides you with a little more clarity on the lock. Regarding your withdrawal and documents, this is something that I would need to review your account for, as previously advised by my colleague due to this being a public forum I don't have specific account information, however, if you do send an email to support@leovegas.com with the subject FAO Nicola/Sabina I will personally review the information for you there.

Also, I would just like to add that your withdrawal and documents are not related to your account being signed out in anyway. It was just an unfortunate conicidence in this case!

In the meantime thanks for your patience!!

:cheers:
 
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Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
If a rep "sees" a thread about their casino then surely they would be expected to read the entire thing ? LV do appear to hide I'm afraid. This comes down to what's expected of a rep for an accredited casino . There is some confusion.
Yeah, but if it's not so simple if you are heading out the door for a meeting or perhaps you have deadlines that are taking precedence - there could be a load of things on one's plate. That's why I always stress for people to have a bit of patience and give the reps a break. This thread appeared on a Sunday - not many people are working then, and escalated on Monday - yesterday. This thread is 6 pages long already - that can be a time suck.
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
I can understand breaks after many, many hours. I thought this account was locked for inactivity for a few minutes :confused:

Kind of completely different
 

LeoVegas Rep

Official LeoVegas rep
Joined
Jun 28, 2018
Location
Sliema, Malta
I can understand breaks after many, many hours. I thought this account was locked for inactivity for a few minutes :confused:

Kind of completely different

Hey Goatwack,

This function is triggered when a player has been logged in for a significant period of time and is not related to whether the player has been inactive or not.

Hope that helps!

:cheerleader:
 

LeoVegas Rep

Official LeoVegas rep
Joined
Jun 28, 2018
Location
Sliema, Malta
Hi all,

Just to update, as of 1:30pm this afternoon, my account has been verified and I have been paid in full.

Thanks to all CM members for their supportive messages in this thread! :)

Hey ChopleyIOM,

I am very glad to hear you got this sorted!!

Congrats on your win and enjoy your funds.

:thumbsup:
 
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