LeoVegas locked my account with over £2300 in it

Slottery

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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:

Hi

From UX point of view this is with all respect quite horrible solution. If you want to players have these breaks (dunno how much 45mins helps....), would be really polite to advise about it like 5 minutes before that account will be blocked for that time (or if logging out and in will start time again not really help to block account). Not sure if this really helps problem gamblers....... If somebody wants to play with you and logging out and in helps, after it happened once it's really easy to avoid, like if OP would ever come back to you, he/she can easily see from his history how long he/she was logged in before kicked out.

Would be more worried if somebody keeps doing it constantly, i would guess that many of us have had at least one extended session when you just happen to be lucky and wager your one deposit long time, you are home on Saturday with no work, raining outside, your possible family/partner are away and you home alone. Wouldn't see single long session to be really big problem.
 
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brianmon

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So, if you've made a modest deposit and got lucky, giving you a lot of play time. You could get locked out of your account for 45 minutes?
How is this responsible, when all you stand to lose is your modest deposit?
Seems more like LV are trying to 'appear' responsible, rather than actually being responsible.

If they wanted to be really responsible. Why not put a 45 minute block on deposits, if more than 2 or 3 are made within a certain time period.

It's more responsible to block someone making multiple deposits, chasing losses. Than someone who has been lucky enough to get more than average play time.


Not that it affects me personally, since my account is 'locked for security reasons' because of too many attempted logins.

I've tried to sort it out with CS via both chat and email.
I set a new password
They unlock the account.
I attempt to log in, and get an error.
I set another new password
I attempt to log in, and get an error. and a message to say my account is 'locked for security reasons'

It just goes round and round....
Until I give up and deposit elsewhere
 
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Slottery

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Location
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So, if you've made a modest deposit and got lucky, giving you a lot of play time. You could get locked out of your account for 45 minutes?
How is this responsible, when all you stand to lose is your modest deposit?
Seems more like LV are trying to 'appear' responsible, rather than actually being responsible.

If they wanted to be really responsible. Why not put a 45 minute block on deposits, if more than 2 or 3 are made within a certain time period.

It's more responsible to block someone making multiple deposits, chasing losses. Than someone who has been lucky enough to get more than average play time.

Sure if you keep having multiple 12h sessions weekly, something should be done, checking that you are ok and is your "real life" really in balance with this extreme time spent. Would guess that some streamers or maybe unemployed players (who dont have much more to do than play as just hanging in internet) would get annoyed about this and if they start again after 45 minutes, it really still have negative effect to you if does at all.

If you think that somebody have issues with time spent in playing in your site, why not to force limit to player in question based on your judgement but not tease whole player base if somebody have single long session?
 

colinsunderland

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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!

Why did live chat tell him it's a new legal requirement?
I personally hate it when I'm lied to by customer support and REALLY puts me off playing there again, I usually close my account when that happens.
 

ChopleyIOM

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love the video!

what programme do you use to record your sessions ?

I use the latest version of Bandicam to do the recording (the fully licensed paid-for version).

For editing the videos together I use Vegas Movie Studio 15. (Which I like but it has been getting a bit crashy sometimes in its newer versions, TBH I don't think it's as stable as when it was a Sony product. That said, I've tried a couple of other editing packages (at quite substantial cost!) and just didn't get on with the interfaces as I've been using Vegas for years and years and am really comfortable with it, but I may eventually jump ship to something else.)
 

dunover

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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! :)


Did you get interest paid too? :p

P.S. I was just about to open a book up to see if this would happen before Brexit...:laugh:
 

News Hound

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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!).

This is something the UKGC is in the process of addressing.

However, the new rules which come into force on 7th May this year, will mean that operators will have to ensure identity and age verification procedures are performed before a customer can either deposit at an operation or accept a bonus or free bet.

Full details: UKGC to Strengthen Identity Checks and Police Free Play Games
 

dunover

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Playford7

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So, if you've made a modest deposit and got lucky, giving you a lot of play time. You could get locked out of your account for 45 minutes?
How is this responsible, when all you stand to lose is your modest deposit?
Seems more like LV are trying to 'appear' responsible, rather than actually being responsible.

If they wanted to be really responsible. Why not put a 45 minute block on deposits, if more than 2 or 3 are made within a certain time period.

It's more responsible to block someone making multiple deposits, chasing losses. Than someone who has been lucky enough to get more than average play time.


Not that it affects me personally, since my account is 'locked for security reasons' because of too many attempted logins.

I've tried to sort it out with CS via both chat and email.
I set a new password
They unlock the account.
I attempt to log in, and get an error.
I set another new password
I attempt to log in, and get an error. and a message to say my account is 'locked for security reasons'

It just goes round and round....
Until I give up and deposit elsewhere
Regarding RG issues.
Why not ban affilate streamers with insane stakes, swapping between whom plays on who’s account, drinking whilst gambling...
Why not have a lock withdrawal feature?..
why remove auto play?..
I could go on but we all know the reasons why certain things that would be helpful if removed or implented never will be. (No offence to any decent streamers, interlog in particular mate :)
 

Sonict

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Mar 25, 2017
Location
Ontario, Canada
@ChopleyIOM What a crappy experience you had to go through. I totally agree about the 48 hour pending periods and casino not processing cashouts on weekends as those do have a part on what casino I would want to play at. The documents team should be working during the weekends even if they only want to do cashouts during the week so people can get verified and ready to get a cashout started on Monday.

I always wanted to try out Leovegas for a while, but they never got the payment method that I use to get funds in and out of casinos which is Ecopayz. Now with this situation that you had, I certainly wouldn't want to play here. It is a similar thing with Gutz Casino. The amount of talk about them and the issues that they had made me decide to not bother signing up there either to play on the slots.

While I don't like the 48 hour pending period crap and no cashouts on weekends, there are no MG only casinos and very few RTG casinos that pay out fast which sucks! :/
 

dunover

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Should be the final update on this one, also includes commentary on a couple of points, including dunover's just above :)



Sadly regarding the docs pre-verification your idealism is outweighed by the practical realities of casino operations.

Numerous casinos have shut to UK players mainly down to the costs, which have been significantly raised by bonus regs, lack of tax deductibility for bonus offers, increased gaming taxes and simply the threat of huge fines for failing to meet increasingly complex rules. More, many more, will follow in the coming year.

That's great if you want (as I firmly suspect the UKGC does) just a few easily manageable big to giant operations to administer, i.e. bookies and big sites like Casumo and VS who have the financial means to provide for the UK market and maybe even cross-subsidize the huge costs from profits elsewhere and even better can afford the arbitrary multi-million pound fines for every transgression.

Great for the UKGC, terrible for competition and player choice. It's almost like applying supermarket regulations to your corner shop, impossible for them to meet so they are wiped out.

Now I'm not sure if you understand the sheer impossibility of a small or newcomer casino to meet these rules and therefore recruit enough players to actually operate. Imagine at peak times, mainly the weekends when an advert or affiliates have sent along tens of new players, all wanting to play. The casino MUST have these and now there's a queue of people needing manual KYC checks. To be done properly this is going to take many minutes and if you're aren't very near the front of the queue, this will inevitably mean you don't verify and leave or play elsewhere. Unless you have 10 KYC staff at once. You'd need a minimum of 2 people on duty 24/7 which means at least 3 or 4 FT employees doing the same job over the year. That would be a wage bill of say 100k with costs, just to ensure any new players can actually get to play in the first place. That cost would be simply too much for a new casino to bear, many only operate on a small 6-figure profit a year believe it or not.

I think people seriously overestimate the profits and margins casinos operate under and underestimate the costs equally.

This will turn out to be anti-competitive and seriously reduce player choice - you may find it will even force some surprising 'bigger casinos' from our market.

Think Saturday night, you really want a beer and the bar is chocka - how long would you be prepared to wait, no matter how 'in' the bar is, before you said "Ah, fuck-it, I'll go somewhere else, they haven't got enough bar staff on duty"

This will be a disaster unless there is some leeway, i.e. a 24-hour period where the new player can play during which time they and the casino must complete the process.
 

Playford7

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Sadly regarding the docs pre-verification your idealism is outweighed by the practical realities of casino operations.

Numerous casinos have shut to UK players mainly down to the costs, which have been significantly raised by bonus regs, lack of tax deductibility for bonus offers, increased gaming taxes and simply the threat of huge fines for failing to meet increasingly complex rules. More, many more, will follow in the coming year.

That's great if you want (as I firmly suspect the UKGC does) just a few easily manageable big to giant operations to administer, i.e. bookies and big sites like Casumo and VS who have the financial means to provide for the UK market and maybe even cross-subsidize the huge costs from profits elsewhere and even better can afford the arbitrary multi-million pound fines for every transgression.

Great for the UKGC, terrible for competition and player choice. It's almost like applying supermarket regulations to your corner shop, impossible for them to meet so they are wiped out.

Now I'm not sure if you understand the sheer impossibility of a small or newcomer casino to meet these rules and therefore recruit enough players to actually operate. Imagine at peak times, mainly the weekends when an advert or affiliates have sent along tens of new players, all wanting to play. The casino MUST have these and now there's a queue of people needing manual KYC checks. To be done properly this is going to take many minutes and if you're aren't very near the front of the queue, this will inevitably mean you don't verify and leave or play elsewhere. Unless you have 10 KYC staff at once. You'd need a minimum of 2 people on duty 24/7 which means at least 3 or 4 FT employees doing the same job over the year. That would be a wage bill of say 100k with costs, just to ensure any new players can actually get to play in the first place. That cost would be simply too much for a new casino to bear, many only operate on a small 6-figure profit a year believe it or not.

I think people seriously overestimate the profits and margins casinos operate under and underestimate the costs equally.

This will turn out to be anti-competitive and seriously reduce player choice - you may find it will even force some surprising 'bigger casinos' from our market.

Think Saturday night, you really want a beer and the bar is chocka - how long would you be prepared to wait, no matter how 'in' the bar is, before you said "Ah, fuck-it, I'll go somewhere else, they haven't got enough bar staff on duty"

This will be a disaster unless there is some leeway, i.e. a 24-hour period where the new player can play during which time they and the casino must complete the process.
TBH with all the bullshit the Maltese lot pull (barring literally a few) the big uk bookies for players is the best way to go.
I’ve been a member of sky, WH, coral and Ladbrokes for about ten years.
I’ve had many 4 figure cashouts with them all without a single bit of hassle at all.
If they had bigger games catalogues can’t see why they couldn’t simply crush the competition in the uk.
I’ll probaly never join a MGA site again, to many headaches.
I know it’s not great if you have interest in MGA casino ventures mate, but as a player I want to play hassle free and get paid hassle free.
Sadly the way it’s going with foreign based they are beginning to be pointless.
 

dealer wins

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Oct 25, 2006
Location
London the sh$thole
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:

Ive read a lot of BS in my time, but that beats it all!!!!
 

colinsunderland

Experienced Member
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Location
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Now I'm not sure if you understand the sheer impossibility of a small or newcomer casino to meet these rules and therefore recruit enough players to actually operate. Imagine at peak times, mainly the weekends when an advert or affiliates have sent along tens of new players, all wanting to play. The casino MUST have these and now there's a queue of people needing manual KYC checks. To be done properly this is going to take many minutes and if you're aren't very near the front of the queue, this will inevitably mean you don't verify and leave or play elsewhere. Unless you have 10 KYC staff at once. You'd need a minimum of 2 people on duty 24/7 which means at least 3 or 4 FT employees doing the same job over the year. That would be a wage bill of say 100k with costs, just to ensure any new players can actually get to play in the first place. That cost would be simply too much for a new casino to bear, many only operate on a small 6-figure profit a year believe it or not.

Most casinos have live chat 24/7, or as a minimum say 8am-midnight. Theres no reason those staff can't do KYC, and lets be honest, the majority of people probably don't sign up outside those hours. Plus, where else are you going to play if every other site has to do the same? I get replies to emails much quicker from the smaller casinos than I do from any massive bookmaker site, so why would they do KYC any quicker than a smaller casino?

Yes of course it would affect sign ups and instant play, but if every site has the same waiting period then no one casino will be better off than another. Look at how long LV took to do the verification in this case, they are massive, have plenty of staff, yet I got verified much quicker than that at all the WHG sites I'm a member of, all the L&L sites, Videoslots etc, all of whom are much smaller than LV. My experience is, the larger the casino, the longer you wait for anything. If anything the smaller casinos might benefit from this.

The better solution though would be, as you say, verification to be completed within 24/48 hours then play blocked. That would, if nothing else, make casinos do things a little quicker.
 

Playford7

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Most casinos have live chat 24/7, or as a minimum say 8am-midnight. Theres no reason those staff can't do KYC, and lets be honest, the majority of people probably don't sign up outside those hours. Plus, where else are you going to play if every other site has to do the same? I get replies to emails much quicker from the smaller casinos than I do from any massive bookmaker site, so why would they do KYC any quicker than a smaller casino?

Yes of course it would affect sign ups and instant play, but if every site has the same waiting period then no one casino will be better off than another. Look at how long LV took to do the verification in this case, they are massive, have plenty of staff, yet I got verified much quicker than that at all the WHG sites I'm a member of, all the L&L sites, Videoslots etc, all of whom are much smaller than LV. My experience is, the larger the casino, the longer you wait for anything. If anything the smaller casinos might benefit from this.

The better solution though would be, as you say, verification to be completed within 24/48 hours then play blocked. That would, if nothing else, make casinos do things a little quicker.
We don’t have that issue playing the large uk casinos however col.
 

Scott1baird

Senior Member
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Oct 16, 2018
Location
Isle of Bute Scotland
No, and I was going to mention that but decided it was a sort of different issue, but thats another way it could go, electronically verify customers, which would mean they could play instantly.
If electronically you can get verified online in minutes using your passport number, it took my literally ten minutes from uploading that info and getting verified to withdrawal at multilotto.
 

Harry_BKK

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Dec 18, 2014
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Balcony
Most casinos have live chat 24/7, or as a minimum say 8am-midnight. Theres no reason those staff can't do KYC, and lets be honest, the majority of people probably don't sign up outside those hours. Plus, where else are you going to play if every other site has to do the same? I get replies to emails much quicker from the smaller casinos than I do from any massive bookmaker site, so why would they do KYC any quicker than a smaller casino?

Yes of course it would affect sign ups and instant play, but if every site has the same waiting period then no one casino will be better off than another. Look at how long LV took to do the verification in this case, they are massive, have plenty of staff, yet I got verified much quicker than that at all the WHG sites I'm a member of, all the L&L sites, Videoslots etc, all of whom are much smaller than LV. My experience is, the larger the casino, the longer you wait for anything. If anything the smaller casinos might benefit from this.

The better solution though would be, as you say, verification to be completed within 24/48 hours then play blocked. That would, if nothing else, make casinos do things a little quicker.

Just to give you an indication on the size of LeoVegas.

The group had a revenue of 600 Million EUR last year! Revenue!!

EDIT: sorry, slight mistake, it is their planned revenue by the year 2021. Here from the press release:

upload_2019-3-27_7-57-54.png

They just launched GoGo Casino, a Pay&Play casino for Sweden only at the moment. They will extend it to the UK soon. That surely solves any KYC issues for that brand.

EDIT 2: This were their Q3/2018 numbers. OVer 300,000 depositing players!!!

upload_2019-3-27_8-0-52.png
 
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Scott1baird

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Just to give you an indication on the size of LeoVegas.

The group had a revenue of 600 Million EUR last year! Revenue!!
How much of that is from players who couldn't be arsed going through verification and just spent what they had?
 

Jayjay231221

Experienced Member
Joined
Jul 14, 2018
Location
Warrington
TBH with all the bullshit the Maltese lot pull (barring literally a few) the big uk bookies for players is the best way to go.
I’ve been a member of sky, WH, coral and Ladbrokes for about ten years.
I’ve had many 4 figure cashouts with them all without a single bit of hassle at all.
If they had bigger games catalogues can’t see why they couldn’t simply crush the competition in the uk.
I’ll probaly never join a MGA site again, to many headaches.
I know it’s not great if you have interest in MGA casino ventures mate, but as a player I want to play hassle free and get paid hassle free.
Sadly the way it’s going with foreign based they are beginning to be pointless.

Yeah this is true same here I play alot on sky Vegas been with them 8 years never had to send docs in due to its automatic when u sign up and my withdrawals are allways in my bank the very next day not once have I encountered any withdrawal problems only thing I don't like really is there loyalty there isn't any
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Yeah this is true same here I play alot on sky Vegas been with them 8 years never had to send docs in due to its automatic when u sign up and my withdrawals are allways in my bank the very next day not once have I encountered any withdrawal problems only thing I don't like really is there loyalty there isn't any

You do get Prize Machine every day, to be fair.

And if you go to Sky Bingo, you get Prize Burst over there. Effectively the same thing - prizes with 1x wagering which you can then use on Vegas or Casino.
 
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