LeoVegas.. SOUR TASTE.. First Time Withdrawal Complaint

[twenty2Incorp]

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.

 

[twenty2Incorp]

Only deposit options available

 

[pereblue]

Have you contacted with @LeoVegas Rep here?

 

[Mr_Slot5]

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]

Have you contacted with @LeoVegas Rep here?

..appreciated. I am new here. How do I do that?

 

[twenty2Incorp]

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.

 

[twenty2Incorp]

Have you contacted with @LeoVegas Rep here?

..thanks again.. clicked the link, sent a PM.. very appreciated!!

 

[Mr_Slot5]

..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]

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

 

[sufferinsilence]

What about Ecopayz? I know alot of Canadians using that option but no idea if they have it on Leovegas.

 

[twenty2Incorp]

What about Ecopayz? I know alot of Canadians using that option but no idea if they have it on Leovegas.

I added a screenshot to the thread.. there are basically NO withdrawal or deposit options on my account.. mainly the one they suggested I use isn't there.. and no explanation why

 

[sufferinsilence]

I added a screenshot to the thread.. there are basically NO withdrawal or deposit options on my account.. mainly the one they suggested I use isn't there.. and no explanation why

Oh that is really strange! Might be a bug in your account, hope it gets fixed soon

 

[thr0b]

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]

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

 

[thr0b]

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]

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]

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]

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]

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]

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

 

[spiker1977]

Use the loss limit funktion, and put 1 pound loss limit per day,
That you dont in pure anger splash the winning away.

Gl and hope you get your money.

 

[bebo67]

View attachment 111752

Only deposit options available

If you're with Rogers that means you are in Ontario. Open an account at TD, that is who I use

 

[twenty2Incorp]

TD is on a list of banks they sent me and said they cannot transfer to.. they transfered your funds to TD recently?

If you're with Rogers that means you are in Ontario. Open an account at TD, that is who I use

 

[twenty2Incorp]

Use the loss limit funktion, and put 1 pound loss limit per day,
That you dont in pure anger splash the winning away.

Gl and hope you get your money.

..appreciated

 

[bebo67]

TD is on a list of banks they sent me and said they cannot transfer to.. they transfered your funds to TD recently?

I have never played there, but every other casino I've played at there has been zero problems, so they can.

 

[twenty2Incorp]

That's my point: their reasons for not honoring my withdrawal after 5 days seem fishy

 

[bebo67]

@LeoVegas Rep
I tagged the rep for you.

 

[Slottery]

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.

Have no idea what they exact problem can be, but for sure they should keep you up to date and more importantly, figure out way to get your money to you. Not really well handled in their end.

Hope you get this sorted fast with explanation and apologies about all inconvenience caused that you have to make so much extra effort just to get your money to arrive to you. Guess that they just lost customer with their level of service.

 

[twenty2Incorp]

@LeoVegas Rep
I tagged the rep for you.

That's super-appreciated

 

[twenty2Incorp]

Have no idea what they exact problem can be, but for sure they should keep you up to date and more importantly, figure out way to get your money to you. Not really well handled in their end.

Hope you get this sorted fast with explanation and apologies about all inconvenience caused that you have to make so much extra effort just to get your money to arrive to you. Guess that they just lost customer with their level of service.

Thanks again. I hope so too. Cheers.

 

[awesomexd]

View attachment 111752

Only deposit options available

why only paysafe and visa/mastercards cards available for deposit?

heres what i see on my end other deposit option is visa/mastercard doesnt show on picture

 

[twenty2Incorp]

why only paysafe and visa/mastercards cards available for deposit?

heres what i see on my end other deposit option is visa/mastercard doesnt show on picture

I was actually thinking like an hour ago that I should ask someone on here to screenshot their deposit page for me. Bless you!! The worse part is they emailed me specific instructions for using idebit.. after I setup the idebit account it wasn't there for deposit.. and their behaviour so far suggests am supposed to wait indefinitely to find out why or have fixed. That's when I became convinced this is a swindle. Thanks so much. Some entity has to be able to hold them accountable.

 

[Mr Wild]

Bank withdrawals are becoming an issue in Canada.
The "good" withdrawal methods that are available usually require a deposit to be able to do a withdrawal.

 

[twenty2Incorp]

Yes sir. Appreciated. The screenshot I linked in demos that I have basically zero options for deposit.. even though it was their instructions to use idebit first to deposit then withdraw.

 

[twenty2Incorp]

@LeoVegas Rep
I tagged the rep for you.

Hi @LeoVegas Rep Can you please look into this issue for me. I just want to withdraw my money. I can use PayPal, much better and I presume idebit.. the latter because I've never used it before. Any assistance is appreciated.

 

[Slottery]

Yes sir. Appreciated. The screenshot I linked in demos that I have basically zero options for deposit.. even though it was their instructions to use idebit first to deposit then withdraw.

Have you get any reply about that you have no deposit options available there? That seems weird... If they would be able to make that available for you to make deposit and then withdraw your full balance without game play, that would at least solve your problem.

Just make sure that they have agreed and left note to your account that you are ok to withdraw to idepit and without game play (as so many of mixed ups happen that there is different person dealing with issue every time and might not know your case in specific, which ofc should be communicated, but.... not always happen).

 

[twenty2Incorp]

After they advised that essentially all my banks won't accept PMT, they sent detailed instructions to use idebit. I setup idebit only to find out it's not there as deposit option.. had 2 long chat conversations after that (their only recommendation: to clear cache.. been there, done that)

Status now is they "sent issue to relevant team".. buy didn't even feel it necessary to advise when I would get a status update.. as is funds are just sitting there and my issue could be a forgotten memory

Have you get any reply about that you have no deposit options available there? That seems weird... If they would be able to make that available for you to make deposit and then withdraw your full balance without game play, that would at least solve your problem.

Just make sure that they have agreed and left note to your account that you are ok to withdraw to idepit and without game play (as so many of mixed ups happen that there is different person dealing with issue every time and might not know your case in specific, which ofc should be communicated, but.... not always happen).

 

[bebo67]

Well kudos to you for not playing it out. What about a cheque? One casino I play at, I followed how they deposit their money to people in Canada ( a qualified friend helped) Their payment team is in the Isle of Mann, and then sent to a counting house in Vancouver, and then Personal Bank in Toronto. All this happens within hours, and ends up in my TD account 24-48 hours later. I always wondered if that is how money launderers did it, after I saw the chain. No concern of mine, as long as I get my money . I think casinos have to go through different parties to do bank payments, so the word casino doesnt show up. This casino might not be able to do/afford that.

 

[bebo67]

Well kudos to you for not playing it out. What about a cheque? One casino I play at, I followed how they deposit their money to people in Canada ( a qualified friend helped) Their payment team is in the Isle of Mann, and then sent to a counting house in Vancouver, and then Personal Bank in Toronto. All this happens within hours, and ends up in my TD account 24-48 hours later. I always wondered if that is how money launderers did it, after I saw the chain. No concern of mine, as long as I get my money . I think casinos have to go through different parties to do bank payments, so the word casino doesnt show up. This casino might not be able to do/afford that.

If you get a cheque, get them to Fedex it, at their cost.

 

[Jasminebed]

I suspect a big part of the issue may be that you do not have your account in CAD.

I have received payment back to my bank (BMO) from Leo Vegas, but their processor uses an intermediate bank that will take $15 on top of whatever your bank charges for an international wire. You will also end up paying a foreign currency exchange fee, both depositing and withdrawing with your account in a currency that is not CAD.

Leo Vegas has pretty good loyalty and bonuses IMO, and unfortunately as Canadians, we usually are playing outside of prime business hours, so oftimes get support that is low on the scheduling, and often without hire supervisors.

Paypal is not available to Canadians as a withdrawal option anywhere for gambling.

 

[twenty2Incorp]

Thank you. This is very helpful.
Going to see if I can adjust currency... And if it helps.

I suspect a big part of the issue may be that you do not have your account in CAD.

I have received payment back to my bank (BMO) from Leo Vegas, but their processor uses an intermediate bank that will take $15 on top of whatever your bank charges for an international wire. You will also end up paying a foreign currency exchange fee, both depositing and withdrawing with your account in a currency that is not CAD.

Leo Vegas has pretty good loyalty and bonuses IMO, and unfortunately as Canadians, we usually are playing outside of prime business hours, so oftimes get support that is low on the scheduling, and often without hire supervisors.

Paypal is not available to Canadians as a withdrawal option anywhere for gambling.

 

[Fredos386]

Lol had karamba casino do that to me 2 years ago when i won 2k from 25$ deposit on welcome offer, i beat wager then ran crazy all over after. They said my bank "national bank of canada" did not exist . I told them my bank agent was ready to be contacted and gave phone number, they refused saying they won't call a bank that don't exist. They said open a skrill account and deposit.. but canada cant deposit with skrill on casinos and they knew. I had complaint opened with MGA that said since they offered me skrill as additional option they did what they could and it was my fault if i couldnt be paid... and closed case. That day i learned the hard way what the casino industry was.

 

[bebo67]

What happened that she got banned?