Leovegas removed ‘irremovable’ deposit limit after I won

NastyLeo

Newbie member
Joined
Mar 27, 2020
Location
London
Hi all

Just after some advice regarding deposit limits adjusted by LeoVegas. Have bullet pointed below in chronological order!

  • joined Leovegas in January. Advised there is a £5k per 24 hour deposit limit applied for all players that cannot be increased only decreased (imposing safer gambling limits personally)
  • Played for a month or so and consistently won small amounts so increased stakes and kept playing. Deposit limit remained at £5k per 24hours.
  • In the middle of February I hit a decent win and ended up cashing 6 figures. Had to wait a while for the money so didn’t gamble. £5k deposit limit still in place.
  • Once I had the money I played at high stakes for a period of time because I had always wanted to but could never afford to. It was successful as I went on to win a further 5 figures. £5k deposit limit still in place.
  • A few days later, as was always going to happen, I lost £5k. Tried to deposit more and it let me. All the way up to over £39k in a 12 hour window, 8am-8pm so not get out that it was either side of midnight. After I had won they removed the limit (despite saying it cannot be removed, and I have proof from live chat conversations). I took a Time out as I was aware of my actions and didn’t want to chase anymore losses. As my account is now reopened I checked and the £5k limit has been re applied.
  • I am not bitter about losing the money nor looking for sympathy as I knew what I was doing. I was tilted because nothing I played on any stake could I win a penny on. I lost a lot of ‘free’ money but when mentioning it to a mate in the industry, I was advised to question it with LeoVegas as it allegedly goes against UK Gambling rules. Please do not batter me for this because I don’t know, hence the coming here for advice / confirmation.

Essentially I want to know if they have acted illegally/not in line with UK rules. The more I think about it the more I feel they knew I was likely to deposit more and removed the limit to ensure I was allowed to do so, in the hope I’d ‘give back’ what I had taken from them. Undoubtedly this is the case and I think it’s morally wrong.

Again cannot stress this enough I am not one of the people who come on here looking for excuses to get money back I have lost. Nor am I in financial difficulty as a result. I merely want to clarify if I have a case to Pursue based on their actions.

Many thanks in advance!!
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
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It sounds like those cases of 'account management'. At first I thought it was the old scam of adding winnings to affect deposit limits (i.e. when you've won you can keep depositing on say a £100 limit until you've lost £100 so effectively it's a 'loss limit' and NOT a deposit limit which it is represented as) but your timescale suggests it was manually removed.

It's shady practice and goes against all tenets of RG rules if that is indeed the case.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
A RG issue with LeoVegas group, wonder if thats ever happened before :eek2:

The casino cannot remove deposit limits (or self exclusions, time outs etc) and if there was a £5k limit in place then I would be asking for proof you requested it to be removed or increased.

Are you 100% sure it was a deposit limit and not a loss limit?
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Deposit Limit

This function allows you to put a limit on the amount you can deposit during a particular time period. If you reach the specified limit you will be unable to add any more funds until the required time has elapsed. A day starts at 01:00 GMT and ends at 00.59 GMT. A calendar week begins at 01.00 GMT every Monday morning. A month starts at 01.00 GMT on the 1st and will run until 00.59 GMT on the last day (28/29th, 30th or 31st).

Loss Limit

This function allows you to put a limit on how much you can lose over a particular period of time. If you reach your limit during the specified time period you will be unable to resume your gameplay, until the required time has elapsed*. A day starts at 01:00 and ends at 00.59 GMT. A calendar week begins at 01.00 GMT every Monday morning. A month starts at 01.00 GMT on the 1st and will run until 00.59 GMT on the last day (28/29th, 30th or 31st).
 

NastyLeo

Newbie member
Joined
Mar 27, 2020
Location
London
As per live chat communications below.
These are site limits not imposed by myself and they ‘cannot be removed’ yet they evidently can as they took them off after I had won


(03:14:03 PM) Melissa: I can see you're having this issue as you're hitting the site's limits of £5000
(03:14:18 PM) Me: these were removed after I had won previously?
(03:14:41 PM) Melissa: We cannot remove these.
(03:15:02 PM) Me: so why could i deposit over £39k in one day?
 

NastyLeo

Newbie member
Joined
Mar 27, 2020
Location
London
It sounds like those cases of 'account management'. At first I thought it was the old scam of adding winnings to affect deposit limits (i.e. when you've won you can keep depositing on say a £100 limit until you've lost £100 so effectively it's a 'loss limit' and NOT a deposit limit which it is represented as) but your timescale suggests it was manually removed.

It's shady practice and goes against all tenets of RG rules if that is indeed the case.

definitely not any limits imposed by end, only by them which were removed after I had won.

Any case to be had?? Have got LV looking at it and being contacted tomorrow for an ‘explanation’

doesn’t seem to be a logical one to me, other than them managing the account In their favour to entice me to deposit more than their irremovable £5k limit which we know is not true!
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
As per live chat communications below.
These are site limits not imposed by myself and they ‘cannot be removed’ yet they evidently can as they took them off after I had won


(03:14:03 PM) Melissa: I can see you're having this issue as you're hitting the site's limits of £5000
(03:14:18 PM) Me: these were removed after I had won previously?
(03:14:41 PM) Melissa: We cannot remove these.
(03:15:02 PM) Me: so why could i deposit over £39k in one day?

What was the reply to that?
 

RichyJ75

Has been a very naughty boy ...
PABnonaccred
Joined
Apr 3, 2015
Location
Kent
I had a very similar experience with Trada last year. I had deposit limits in place, but late one night after a couple of drinks I was depositing (relatively small amounts to be fair) and losing, depositing again etc as I was expecting to hit my limit and to stop/finish, but never did. Turns out I had deposited far more than the deposit limit that was in place.

Following day I checked it all and notified their rep. He agreed that they were at fault and they had a problem with their system and reimbursed the amount spent over my deposit limit, despite me saying from the outset I did not want it back and that was not the purpose of contacting them. He insisted saying it was the right thing the casino should do - very honourable of them and was not requested by me. Despite the error, they received the thumbs up from the forum here for how they handled it.

However, LeoVegas is different casino and probably different ethics. I can imagine that if casinos allow deposits in excess of deposit limits in place, that is a serious breach of responsible gambling requirements per their licence.
 

NastyLeo

Newbie member
Joined
Mar 27, 2020
Location
London
What was the reply to that?

That they would check and come back to me, and i then emailed them and was told its been passed to the relevant department who will contact me today.

@LeoVegas Rep any intervention on this please ?

I had a very similar experience with Trada last year. I had deposit limits in place, but late one night after a couple of drinks I was depositing (relatively small amounts to be fair) and losing, depositing again etc as I was expecting to hit my limit and to stop/finish, but never did. Turns out I had deposited far more than the deposit limit that was in place.

Following day I checked it all and notified their rep. He agreed that they were at fault and they had a problem with their system and reimbursed the amount spent over my deposit limit, despite me saying from the outset I did not want it back and that was not the purpose of contacting them. He insisted saying it was the right thing the casino should do - very honourable of them and was not requested by me. Despite the error, they received the thumbs up from the forum here for how they handled it.

However, LeoVegas is different casino and probably different ethics. I can imagine that if casinos allow deposits in excess of deposit limits in place, that is a serious breach of responsible gambling requirements per their licence.

Hopefully the same thing will happen - if i do get the money back i will donate a big percentage of it to charity! I do agree though, it seems to be a breach of responsible gambling if they have removed this limit whilst stating it cannot be removed.
 

NastyLeo

Newbie member
Joined
Mar 27, 2020
Location
London
response from LV below - anyone care to translate into an actual response :confused:

Hi ,

I hope all is well.

I have sent your query over the the relevant teams as promised and they have informed me of the following in relation to your question.

''The £5k limit you refer to is not our site limit. The threshold you have encountered differentiates across our customer base and is regularly reviewed based on a number of criteria.''

Please do let me know if you need anything more on this and I will be happy to assist further for you, alternatively should you need anything more then you can also contact our live chat service at any time and they will look to assist you.

Kind Regards,
 

NastyLeo

Newbie member
Joined
Mar 27, 2020
Location
London
It sounds like those cases of 'account management'. At first I thought it was the old scam of adding winnings to affect deposit limits (i.e. when you've won you can keep depositing on say a £100 limit until you've lost £100 so effectively it's a 'loss limit' and NOT a deposit limit which it is represented as) but your timescale suggests it was manually removed.

It's shady practice and goes against all tenets of RG rules if that is indeed the case.

appears it is a case of this, assume nothing can be done to challenge ?
 

o0d122y

Newbie member
Joined
Jun 20, 2018
Location
New Zealand
From what I can see there isn't a 5k (or any) deposit limit per day on my account nor could I find it anywhere saying that that's what the daily deposit limit by default is, so you would of had to of put the deposit limit on yourself where only you can lower or remove it, in which case there's a 24hour countdown until your new deposit limit is approved unless you change your mind before then.

So I'm thinking if you did indeed set the daily deposit limit yourself and did not remove it, you definitely have a case.

But if you didn't, I'm sure they not long ago updated their terms and conditions, so if you run out of good books n feel like reading, they might hold some answers.

Whatever the case I wish you luck because if I was in your shoes n I was told
"The threshold you have encountered differentiates across our customer base and is regularly reviewed based on a number of criteria.''
All I'm reading is "the criteria is we know you have more money to spend so let's raise his threshold amount"

Which makes me just wanna.. stay at home for at least the next 4 weeks, only leaving to get essential items and vitamin d
 
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