LeoVegas locked my account with over £2300 in it

dealer wins

Meister Member
Joined
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 [email protected] 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!!!!
 
Leo Vegas is reviewed at Casinomeister

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
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

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
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
MM
Joined
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

Dormant account
Joined
Dec 18, 2014
Location
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

Senior Member
MM
Joined
Oct 16, 2018
Location
Isle of Bute Scotland
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.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
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

I disagree with that part about loyalty at SkyVegas. I've got constant offers on my account. From the past few days, 20% cashback on losses at the weekend (max cashback £100), stake £16 get 16 free spins, wager £20 get surprise free spins next day (usually 10 on offers like this), prize machine that usually gives 5-10 spins if you have deposited the day before, a 10p ted scatchcard if not, Sky Takeover, stake £25 on vegas get a £5 free bet, bet £25 get a £5 free bet, various free spins offers on casino too. I think you would be hard pushed to find many other casinos offering what Sky do.
If you bank with Barclays or Nationwide, withdrawals up to £1500 are instant too, back to debit card.
 

LeoVegas Rep

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

Hey Colinsunderland,

Unfortunately, this seems to be a case of miscommunication the agent's side. Rest assured I have followed up with the Customer Support team and provided them with detailed information regarding this particular lock. This should avoid any further miscommunication being provided in the future.

My sincerest apologies for this.

:thumbsup:
 

ChopleyIOM

Hearthstone Addict
webby
Joined
Mar 25, 2012
Location
IOM
Hey Colinsunderland,

Unfortunately, this seems to be a case of miscommunication the agent's side. Rest assured I have followed up with the Customer Support team and provided them with detailed information regarding this particular lock. This should avoid any further miscommunication being provided in the future.

My sincerest apologies for this.

:thumbsup:

Do you not think you should consider changing or removing the system completely? It really was quite a horrible thing to experience as a player, and to find out that after I was sat in a Live Chat queue for quite a while, that I was lied to as to the reason for the lock, is a stunningly bad look for a casino IMO.

Everyone here agrees it's a horrible system, and all the comments on the videos on my channel are along those lines too, maybe this is something you need to take another look at?

Comments like this from one of the videos get it right:

This seems to punish low rolling responsible gamblers. It's not deposit based lock out, which I would agree with. As said by others this seems to be a badly aimed attempt at good publicity for promoting responsible gambling, but that's not the case. If you low roll your sessions could be longer, therefore any auto lock out should be based on deposits and not time playing. Reality check saying take a break should suffice for that. Just a smokescreen.
 

LeoVegas Rep

Official LeoVegas rep
Joined
Jun 28, 2018
Location
Sliema, Malta
Do you not think you should consider changing or removing the system completely? It really was quite a horrible thing to experience as a player, and to find out that after I was sat in a Live Chat queue for quite a while, that I was lied to as to the reason for the lock, is a stunningly bad look for a casino IMO.

Everyone here agrees it's a horrible system, and all the comments on the videos on my channel are along those lines too, maybe this is something you need to take another look at?

Comments like this from one of the videos get it right:

Hey ChopleyIOM,

I can assure you that all feedback will be passed to the relevant department and will be reviewed.

Thanks for your patience!
 

Habbib

Banned User
Joined
Apr 13, 2019
Location
France
It never happened to me at URL Not Found / Outdated. The withdrawal is very fast as they operate in Bitcoin and Bullshitcoins
 
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psyman

Newbie member
PABnononaccred2
Joined
Oct 24, 2017
Location
UK
LeoVegas stitched me up recently too. I tried to withdraw £800 and they locked my account due to a random security check. I talked to the useless live chat on several occasions but got nowhere. Eventually (after about 6 weeks) they decided that I had previously self excluded with them (although I have no memory of doing so) and confiscated my winnings.
 
N

Nik

Guest
LeoVegas stitched me up recently too. I tried to withdraw £800 and they locked my account due to a random security check. I talked to the useless live chat on several occasions but got nowhere. Eventually (after about 6 weeks) they decided that I had previously self excluded with them (although I have no memory of doing so) and confiscated my winnings.


If you can prove that you haven’t self excluded then use the PAB service here .

If you have self excluded- then they have the right not to pay any winnings but should refund your deposits. Simple .
 

merlinslair

Full Member
Joined
Jul 25, 2014
Location
United Kingdom
Just watching your YouTube channel chopley great stuff
Thought I would add mine in your thread it's taken me 2 weeks to get my withdrawal from leovegas I had my withdrawal sent back.to my account 5 times and got a.run around with excuses and lies I was on the phone all together for about 3 hours trying to get things moving they had all.docs account details and constantly blamed.my card account I covered that by contacting them nothing wrong so.annoying
And very poor setup at leovegas for such a well known company I've got all my money out now and I've given up on them it's is as many have said not worth the hassle
Agree with you on YouTube as well the flush idea I disagree with the cancel button as it is far to tempting
 
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