LeoVegas.. SOUR TASTE.. First Time Withdrawal Complaint

twenty2Incorp

Banned User
Joined
Jul 25, 2019
Location
Toronto, Canada
I made a withdrawal request of £700 on July 20, 2019 after winning about £800 in an amazing bonus round. The usual dance began of submitting docs, and after submitting docs including:
-birth certificate
-drivers licence
-bill
-bank statement
-marriage certificate (apparently to explain why my birth certificate has a different sir name from my present legal name)

..I was eventually advised during chat that "great news" my doc's were accepted and that my withdrawal request was being forwarded to payment department.

Wouldn't you know it, the following day via email I was notified that my funds were returned to my player account because my "bank wouldn't accept payment".. further I was sent a list of banks, including possibly EVERY major bank in my country, that also do not accept payment from LeoVegas.

As a remedy I was instructed to create an idebit account (which I spent the afternoon of July 24th awaiting approval for).. and wouldn't you know it on returning to LeoVegas to effect the "small deposit" necessary so idebit becomes available as a withdrawal option, there is NO OPTION to deposit with idebit.. and after 2 looooooooong online chats no one knows why nor can fix this.

I have concluded this is a STALL to have me squander the winnings placed back in my player account. This leaves a real SOUR TASTE in my mouth for this site. They would have more success in getting people to reinvest their winnings if they didn't make withdrawal so ABSOLUTELY distasteful in the first place.

I need help getting my money.
 

Mr_Slot5

Experienced Member
Joined
May 6, 2019
Location
Cheshire
If they can accept a payment they can initiate a refund.

You're using £ in your amounts so I'm guessing you're from the UK? I'm not aware of any UK banks refusing casino refunds.
 

twenty2Incorp

Banned User
Joined
Jul 25, 2019
Location
Toronto, Canada
If they can accept a payment they can initiate a refund.

You're using £ in your amounts so I'm guessing you're from the UK? I'm not aware of any UK banks refusing casino refunds.
..in Canada actually.. for some reason this is the default currency on my account. I agree the site shouldn't even be published in a country if they cannot reliably transfer funds.
 

Mr_Slot5

Experienced Member
Joined
May 6, 2019
Location
Cheshire
..in Canada actually.. for some reason this is the default currency on my account. I agree the site shouldn't even be published in a country if they cannot reliably transfer funds.
Ahhh ok that makes more sense then. I think there are issues over there with regards to banks blocking withdrawals.

Then again, why should casinos accept deposits made through a method which they know might run into issues with any withdraw?
 

twenty2Incorp

Banned User
Joined
Jul 25, 2019
Location
Toronto, Canada
Ahhh ok that makes more sense then. I think there are issues over there with regards to banks blocking withdrawals.

Then again, why should casinos accept deposits made through a method which they know might run into issues with any withdraw?
Appreciate your feedback.. really my issue is, as shown in screenshot, they have provided zero other options for withdrawal.. with every other method: PayPal, much better, idebit incidentally missing from both my deposit and withdrawal pages.. something is super-fishy
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Yes, stick with it and don’t be tempted to reverse. LeoVegas won’t be deliberately trying to get you to reverse - something has clearly broken down along the way. They have great customer service generally.
 

twenty2Incorp

Banned User
Joined
Jul 25, 2019
Location
Toronto, Canada
Yes, stick with it and don’t be tempted to reverse. LeoVegas won’t be deliberately trying to get you to reverse - something has clearly broken down along the way. They have great customer service generally.
Appreciated. It's been 5 days of non-response to emails, platitudes instead of solutions, and presently no remedy or timeline for one. Dunno exactly how you measure "great customer service".. again appreciated
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
I assume you’ve used their live chat. Always got fairly quick responses via that, and only once did anything take more than a day to resolve. That was a very large bonus win from NetEnt not crediting, so they had to await the operator checks.

I wonder if they’re quicker to respond to UK customers simply as our regulator is rather zealous.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
If they aware that some banks don't accept withdrawals from casinos, it actually is better that they don't try to send it as then it can be travelling between casino-payment provider-bank loop for some weeks in worse but deffo they should be able to provide you solution to withdraw your money. It have happened that banks in some countries just have stopped accepting withdrawals (Norway one example) which have made some customers to wait to see their money either in bank or casino account quite a while.

Would try to get hold on them through live chat if not get answers to email in reasonable time like right now. No idea about Canadas banks, but have seen this kind of thing happening especially in country i mentioned above. I believe you will get your money for sure when just figuring out which way. Not really great service though if they didn't advise about other methods you could use and arranged it to be available for you.
 

Roedgaard72

Experienced Member
Joined
Mar 22, 2016
Location
Denmark
I have no personal interest in LeoVegas, but I am very surprised you did not receive an answer! I have never had any problems with them and they always answer in the chat and via mails. Also when you are verified, money is paid out pretty fast.

I hope everything gets sorted out.
 

twenty2Incorp

Banned User
Joined
Jul 25, 2019
Location
Toronto, Canada
Appreciated.. thats the interesting thing.. it took them 3 days to be satisfied with docs.. and another one to realize they can't transact to any bank in Canada??.. am I their first Canadian customer?.. the bank info was the first thing I provided for withdrawal.. I use the term loosely.. in my business I have to treat my customers like people.
If they aware that some banks don't accept withdrawals from casinos, it actually is better that they don't try to send it as then it can be travelling between casino-payment provider-bank loop for some weeks in worse but deffo they should be able to provide you solution to withdraw your money. It have happened that banks in some countries just have stopped accepting withdrawals (Norway one example) which have made some customers to wait to see their money either in bank or casino account quite a while.

Would try to get hold on them through live chat if not get answers to email in reasonable time like right now. No idea about Canadas banks, but have seen this kind of thing happening especially in country i mentioned above. I believe you will get your money for sure when just figuring out which way. Not really great service though if they didn't advise about other methods you could use and arranged it to be available for you.
 

twenty2Incorp

Banned User
Joined
Jul 25, 2019
Location
Toronto, Canada
I have no personal interest in LeoVegas, but I am very surprised you did not receive an answer! I have never had any problems with them and they always answer in the chat and via mails. Also when you are verified, money is paid out pretty fast.

I hope everything gets sorted out.
Appreciated.. how challenging could it be figuring out why a link isn't appearing on a webpage?.. and shouldn't a solution be expedited somehow?.. and don't businesses have to provide timeframes for response?.. because none of this has happened
 

twenty2Incorp

Banned User
Joined
Jul 25, 2019
Location
Toronto, Canada
I assume you’ve used their live chat. Always got fairly quick responses via that, and only once did anything take more than a day to resolve. That was a very large bonus win from NetEnt not crediting, so they had to await the operator checks.

I wonder if they’re quicker to respond to UK customers simply as our regulator is rather zealous.
I was literally told am welcome to file complaint with Malta Gaming Authority.. gonna assume there's no concern there.. maybe I should look into how my own govt and regulators feel about this. Appreciated
 

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