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Resolved LeoVegas Slow Pay, Locked Account

Discussion in 'Casino Complaints - Non-Bonus Issues' started by EbertScore, Aug 11, 2018.

    Aug 11, 2018
  1. EbertScore

    EbertScore Newbie member PABinit PABaccred

    Location:
    Germany
    Forgive me if my English is not the best it is not my first language. I am German, but I worked in America for 6 months.

    I signed up at LeoVegas about 3 weeks ago and played and lost about €10,000. No questions, no problems, they were happy when I lost and there were no problems.

    I then deposited a further 8k, ended up going on a big winning streak, and winning a large amount. They paid me half of my winnings. Then they said they were not going to process anymore withdrawals and were investigating me. I said okay and kept on playing while they were not processing any withdrawals. I continued to win playing live casino at their card games. After another winning session four nights ago, I came back and tried to log in and my account was locked for "security reasons." I was outraged and spoke with live chat who said they are doing "standard security checks." this was last wednesday. There is a big amount of moneys in my account and I worry. I am not on any exclusion lists. I did not take a bonus. I have only played from my home. I never had another account. There is no reason as to why my account should be locked, and they cannot even give me a reason. All they keep saying is that these are security checks. Ok, but why lock my account? No answer given.

    So when I ask them why I am not being paid all they say is we have to "security check" my account and will not even give me a timeframe, details, or anything else. It was fine when I lost, but when I won they locked my account and seperated me from access to my money. I do not know what to do or where to turn?
     
  2. Aug 11, 2018
  3. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    Click on Staff and iGaming Reps in the top ribbon and send a PM to the Leo Vegas rep. If he can't help you, you can always submit a complaint with our PAB service.

    I hope you'll get access soon.

    Edited to add: did you already verify your account before depositing such large amounts? Send your ID and other required documents because every casino needs these, often prior to withdrawals.
     
  4. Aug 11, 2018
  5. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee webby PABaccred mm2

    Occupation:
    Marketing Assistant
    Location:
    Dún Dealgan
    I am sure you will be good Ebert.
    LeoVegas is an accredited casino here and they just might want to make sure everything is legit.
    Did you do the KYC procedure? Know your Customer.
    I mean, did you sent in verification documents before playing? If not, that might explain why your account is temporarily locked.

    Du sollst dein Geld ohne Problemen bekommen. ^^
     
  6. Aug 12, 2018
  7. EbertScore

    EbertScore Newbie member PABinit PABaccred

    Location:
    Germany
    I submitted all documents they have requested and account was verified with all information they requested.

    As I said, they are unable to give me any answers except for "security checks" and not any concrete dates or timeframe which is outrageous. All they are doing is stalling with payment to me.
     
  8. Aug 12, 2018
  9. EbertScore

    EbertScore Newbie member PABinit PABaccred

    Location:
    Germany
    I do not want to PAB until LeoVegas will respond. I chose them as my site because of their very good reputation, but apparently that doesnt apply if you win a lot. Everything regarding my acccount is in order. I have been verified. I have given them more information then they need.

    I would like to get an answer from the LeoVegas rep first before PAB here, but if progress is not made by next week, then I will file complaints with every gaming authority, as well as public forums. Their behavior in this incident is abysmal.

    I would advise all customers that if you win too much, LeoVegas will not pay. They pride themselves on fast cashouts and great customer service.... Unless you win too much then you can not count on this website. I would advise everyone to think twice before playing here if they expect to win big. LeoVegas is so great with customer service and cashouts until you win.
     
  10. Aug 12, 2018
  11. EbertScore

    EbertScore Newbie member PABinit PABaccred

    Location:
    Germany
    Hi everyone! I am new to these casino forums. I am from Germany so please excuse any English mistakes.

    I am only posting now because LeoVegas is refusing to pay my winnings and is dragging their feet without any explaination, and have locked my account without any explaination as well. They will not even give me a timeframe or tell me what the problem is. They have not accused me of anything, but their actions speak for themselves. Everything has been verified on my side including bank statements, passport, and bills in my name. Their abusive behavior towards me is nothing short of outrageous. Just because I won they are targeting me. When I had lost €10,000 prior to my win, they had no investigation, and seemed genuinely happy. But then I won and they started to harrass me and stop payouts.

    I am with big hopes that I can resolve this issue by bringing it to CasinoMeister and out in the open. If you expect to win big at LeoVegas, expect them to drag their feet and not pay you because that is what is happening to me. I have provided LeoVegas with all relevant documents and verified my account. I never had a second account with them. I have done nothing that would warrant this type of behavior from LeoVegas, except win which makes me very uneasy when a site loses and they lock your account. I never violated any of their T&C's and they know it. They cannot even explain what the problem is except for saying "security checks" which is as vague as they can be. I have done nothing wrong and LeoVegas is just not wanting to pay me out.

    I have to say I am very disapppointed because they are accredited and they have good reviews. I went on a very lucky streak, but that is not a reason not to pay someone going on five days now and counting. I have approximately €45,000 in my account so naturally I am very concerned that they seized my money and locked my account.

    I hope this community can help me, and I thank everyone in the community and their contributions. you will see me around. I look forward to meeting members of this community and becoming a contributing member.

    Thank you
     
  12. Aug 12, 2018
  13. EbertScore

    EbertScore Newbie member PABinit PABaccred

    Location:
    Germany
    Thank you very much for the responses. I appreiciate any help someone can give me. Yes account fully verified. All documents were sent. I followed all T&C's of theirs without question. There is no reason my account should be locked. Even they admit they cannot point to a single reason why my account is locked but they are conducting "security checks" without giving me a reason or a timeframe. This casino was suppose to be a great accredited casino, and they are acting like a shady offshore gambling website that is not accredited. I cannot believe a casino like this would do this whose licensened by UK, Ireland, and other first world countries. I thought my money and my winnings would be safe, but I was unfortunatley wrong.

    I caution anyone who wants to win big, or make big bets at LeoVegas. The company is are happy to collect your money when you lose. But are not happy to have to pay you out when you win. My whole episode really feels like a scam site. I would also request CasinoMeister to do a proper vetting of them in situations like these. Just because they have live support and payout the fastest does not always mean they are the best considering what is going on. They claim to be for high stakes players, and keep your money safe, but definetely not the case in my situation. You all have been warned.
     
  14. Aug 12, 2018
  15. sueyh

    sueyh Senior Member

    Occupation:
    home maker
    Location:
    New Zealand
    Hi, welcome to CM. First I think you need to calm down a little. I can see you are quite upset which I understand why. Some casinos do "security check" when the big sum is involved. I don't play at LeoVegas, but the casino is accredited here which means you will get your money as long as you did not break any rule there.

    If you sent PM to the rep today, please give them a few days. Most rep don't check their PM on weekends-this is why we need 6 Dans. Yes, I said it too.-

    Hope you will be able to access your account very soon, and I don't agree with "security check" takes this long, but LeoVegas has a good reputation here and is accredited here, so I think you can relax and wait for the reply from the rep.
     
    EbertScore likes this.
  16. Aug 12, 2018
  17. TheAverageGuy

    TheAverageGuy Full Member

    Occupation:
    Consulting/Management-Recruiting/Training
    Location:
    canada
    The trouble with blanket defamatory statements said in moments of rage, hurt, fear or confusion, is the inevitable required eating of crow when it turns out they were untrue... Breathe... a little research will show that many unfortunately have found themselves in similar positions with even the most trustworthy and fair casinos...
    The fear and being upset is understandable... but you'll come to find that when the player has done no wrong and the casino is respected and historically ethical, the player ends up walking away with their winnings, a smile and a life lesson on the frustration of dealing with bureaucratic red tape as the required i's are dotted and t's are crossed.

    LeoVegas is respected and accredited for a reason.. believe in your initial instinct and try to remain calm until answers are given.. maybe start planning what to spend your windfall on ;-)
     
    Mouche12 and snorky510238 like this.
  18. Aug 12, 2018
  19. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    To the OP: you started a new thread about this. This is against the forum rules; why don't you contact the casino rep as advised? It seems you don't want to take any further action other than repeating your story over and over again.
     
  20. Aug 12, 2018
  21. EbertScore

    EbertScore Newbie member PABinit PABaccred

    Location:
    Germany
    I'm sorry I am new and unsure of the way to do these things on this website. I am very upset and frustrated as you can imagine. I contacted their rep and am awaiting
     
  22. Aug 12, 2018
  23. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee webby PABaccred mm2

    Occupation:
    Marketing Assistant
    Location:
    Dún Dealgan
    Keep us up to date Ebert.
    But as said,if your winnings are legit and you did not break any rules you should get your monies! :)
     
  24. Aug 12, 2018
  25. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    May possibly need Bryan or Max to give their rep a nudge for OP please.

    As A "CM Regular" I don't think their rep is very active and not seen them post in a very long time :(
     
    snorky510238, EbertScore and Mouche12 like this.
  26. Aug 12, 2018
  27. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    Then the next step would be to submit a PAB, see the link in the top ribbon.
     
    snorky510238 likes this.
  28. Aug 12, 2018
  29. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Seem's to be a common theme.

    4 Rep's listed for Leo Vegas i could see and none have been online for at least 6 weeks.

    Took a look down list of Accredited Reps there. Obviously some have changed etc. but no wonder it get's confusing for new people looking for a Rep as there are several for some casinos. Surprising thing is for such a short list 39 have not been online for 6 weeks or more and several others not for a few weeks:eek:
     
    mcgameboy, sapit222, sueyh and 7 others like this.
  30. Aug 12, 2018
  31. EbertScore

    EbertScore Newbie member PABinit PABaccred

    Location:
    Germany
    I submit PAB, as well as contacted one of their reps i think. All I can do is wait, but them abruptly locking my account, and then giving me no reason or timeframe is extremely dodgy. The only thing they continue to say is they are conducting "security checks." when i losing 10,000 there was no security check and it was a very simple process for them and me.

    Again everything on my account is in order including my identity, my bank statements, my bills with my name on it, my phone number. Everything is fine and they refuse to divulge why they have locked my account with my balance, or why they are doing this to me. This is not the behavior of a reputable gaming company, and frankly I am surprised because they had such good reviews by others.
     
  32. Aug 12, 2018
  33. sueyh

    sueyh Senior Member

    Occupation:
    home maker
    Location:
    New Zealand
    If there are 4 reps listed under Leovegas, maybe it's a good idea to send PM to all 4 since non of them is really active on CM at the moment. If you don't get reply from any of them for next few days, you can apply for PAB.

    Max who is handling PAB is really good at his job though it might takes time until you will get the result.

    Meantime, while you are waiting, why don't you check their T&C to see if you didn't break any rules.
    I don't play at Leovegas so I don't know anything about their T&C, but some casinos have some funny rules, such as no change of bet size while you are playing with bonus money-I know you didn't take any bonus-, or only one account per one home address ect.

    Please let us know how things are going, but after you apply for PAB you are not allowed to post anything about this issue until you get the result, please remember that rule. Good luck. I really hope you will get your money very soon.
     
    Betreels Casino and Mouche12 like this.
  34. Aug 13, 2018
  35. GourdFollower

    GourdFollower Meister Minion Manager Staff Member CAG MM

    Occupation:
    Gourd Follower.
    Location:
    gourdville
    @EbertScore : You have a PAB in progress on this topic so you should certainly have read the Player Arbitration Policies and Procedures .

    As such you will be aware of section 2.3, "DON'T sabotage your complaint", which clearly states that posting on our forums (or any others) while you have a PAB in progress undermines our efforts and wastes our time.

    Our PAB service is free but we do expect PABers to comply with the guidelines in the Policies & Procedures.

    I understand your first language is not English in which case you should get an English speaker to help you read and understand the Policies & Procedures if you cannot understand them on your own.

    Failure to follow the Policies & Procedures could delay, damage or even kill your PAB.
     
    Jasminebed likes this.
  36. Aug 13, 2018
  37. EbertScore

    EbertScore Newbie member PABinit PABaccred

    Location:
    Germany
    Ok please delete I will not post anymore while PAB is ongoing
     
    Jasminebed likes this.
  38. Aug 13, 2018
  39. LeoVegas Rep

    LeoVegas Rep Official LeoVegas rep

    Location:
    Sliema, Malta
    Hi Everyone.

    Just updating the thread. I am speaking with Ebert about this via DM. Hoping to have this resolved for him very soon!

    Have a great day all!
     

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