Leovegas verification/withdrawal issues

ZachS

Newbie member
Joined
Jun 10, 2022
Location
Manchester
Hello all,

I joined the forum today hoping that i can get some sort of help because i have been having issues with Leovegas and their verification process.
Yesterday i decided to make a small deposit (50 pounds) after not playing on their website for a while and i managed to turn it to 340 (this was actually the first time i won something while using the casino as my previous deposits were drained without any bonuses or anything else. Total deposits within a year are at around 1500's). Decided to use the 40 pounds and withdraw the 300. I used paypal for the deposit so i wanted to withdraw the money back to my paypal. I noticed that, when i tried to make a withdrawal to my Paypal account, it would show me the card linked to it as withdrawing method so i went to live chat to tell them that it should the paypal account and not the card linked to this and that my card doesn't accept deposits/chargebacks. I was told to make a withdrawal to my paypal account only for it to be cancelled and then receiving and email saying 'Make a withdrawal with the way you deposited the funds' stating right underneath 'Paypal account' (?). I updated the agent on live chat and i was told to make a new deposit with my paypal account and then withdraw the money on which i asked if they mean a deposit with paypal balance and the reply was yes. Made a deposit of 20 pounds and still nothing. Out of nowhere, the funds disappeared from my account and i was told that the amount of 300 was deducted and it was send as a withdrawal to Paypal and that i'd have the funds no later than today (which was yesterday).
Fast forward to today, nothing was in my account so i got in touch with the live chat once again only to be told that Paypal HASN'T ACCEPTED the payment and that the money was refunded (no money in my account though, balance was still 0). The agent asked me to send over my ID, POA, Paypal and Bank statement and then they will be able to wire transfer the funds. My account was already verified as it was stated on the verify account page but i did send the documents anyway. After a couple of hours, they have accepted my Paypal screenshot, the Bank statement provided, bill for POA.....everything except my ID. I uploaded my ID about 14 times as i was given 2 different links over and over and over again. I asked them if it is possible to just send it via email or something as the 3rd party website kept saying that the picture was either blurry or that they can't accept handwritten ID's. After the 10th upload or so, they locked my account completely in the middle of talking to an agent without any prior notice, which fustrated me a lot because, according to them, it was locked because of paragraph 11.2 stating 'We may suspend your Account where we have reason to believe that you have engaged or are likely to engage in any Prohibited Practice and your Account will remain suspended while the matter is investigated'.
I chose to join this casino as i thought it has a good reputation but i have to say i am disappointed. My ID is Greek as i am from Greece living in the UK. I don't have any other form of ID except my expired passport which they won't accept and i did mention it to them that i didn't send it because i know they won't take it due to expiration. I can't understand why they won't accept a certified/stamped/signed ID that is recognized from the European Union and on top of that, if they don't accept such document, why is it not stated somewhere so people know what's going on? I have used other casinos and i've used my card for verification with no issues at all.
I have reached the point of wasting my time with them and started a formal complain process as this is extremely unprofessional but i wanted to ask for people's opinion as well in here as i have seen that a lot have been helped through this forum. I have screenshots and emails in terms of communication/verification/locking the account.

Any help is appreciated and thank you very much for reading my post!
 

slotmaster

Paleo Meister (means really, really old)
PABinit
Joined
Apr 2, 2011
Location
Ontario
Sounds familiar, GL as you are going to need it. I just went through a nightmare with them and never did get my withdrawal according to the information they provided and I gave up as it was costing me more than the withdrawal itself.
 

ZachS

Newbie member
Joined
Jun 10, 2022
Location
Manchester
Sounds familiar, GL as you are going to need it. I just went through a nightmare with them and never did get my withdrawal according to the information they provided and I gave up as it was costing me more than the withdrawal itself.
Thank you very much for that. It just seems pretty odd to me because nowhere is stated that they can't accept specific forms of ID and yet they are allowed to do such thing. The account was verified before and that is why i kept using their website but it seems that it didn't really matter since i was only depositing and not withdrawing anything. I really don't want them to get away with this as i find it extremely unfair so i am just looking around to see if there is anything that can be done.
 

Arelya

Newbie member
Joined
Jun 10, 2021
Location
New Zealand
Thank you very much for that. It just seems pretty odd to me because nowhere is stated that they can't accept specific forms of ID and yet they are allowed to do such thing. The account was verified before and that is why i kept using their website but it seems that it didn't really matter since i was only depositing and not withdrawing anything. I really don't want them to get away with this as i find it extremely unfair so i am just looking around to see if there is anything that can be done.
I'm going through the same thing right now with them. Let me know how you get on. I will keep you posted.
 

ZachS

Newbie member
Joined
Jun 10, 2022
Location
Manchester
I'm going through the same thing right now with them. Let me know how you get on. I will keep you posted.
Got an email today claiming that they didn't accept my ID card due to being expired which is not true at all. What's funny is that, they never stated that to be the reason before, even though i asked them multiple times why are they not accepting my ID. My ID doesn't have an expiration date (i provided my expired passport on top of my National ID per request of one of the agents but i already told them that i know they are not accepting documents that are expired and that is why i didn't bother uploading it). I will send my ID through email now (along with the bank statement which was accepted but for some reason they are asking for it again).
 

Arelya

Newbie member
Joined
Jun 10, 2021
Location
New Zealand
Got an email today claiming that they didn't accept my ID card due to being expired which is not true at all. What's funny is that, they never stated that to be the reason before, even though i asked them multiple times why are they not accepting my ID. My ID doesn't have an expiration date (i provided my expired passport on top of my National ID per request of one of the agents but i already told them that i know they are not accepting documents that are expired and that is why i didn't bother uploading it). I will send my ID through email now (along with the bank statement which was accepted but for some reason they are asking for it again).
I have to go to my bank today to get a letter for them, proving that I own the debit card I took a photo of them for my account. Bastards made me wait 7 hours to approve those images and then immediately slapped on another request for this information. They are stealing our money because they truly don't have a right to do this. I really can't be bothered fighting this legally over $50 but I will delete my account and tell everyone I know what scum they are. Totally done with this.
I had a private message with @LeoVegas Rep a couple of days ago asking what was going on but they referred me back to customer support chat and now I can't find our conversation history - obviously the rep deleted our messages. Seriously, WTF?! This one is going rogue. :(
 
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Arelya

Newbie member
Joined
Jun 10, 2021
Location
New Zealand
Ok, another update:
Finally got verified, provided all documents and then after thanking the chat support for helping me they offered to put a hurry up on my withdrawal. Great! I thought... :mad: but then he proceeds to tell me my card that I just spent two days verifying is no longer an acceptable withdrawal method and I had to make a deposit from my bank?!?! WTF??? @LeoVegas Rep This is UNACCEPTABLE. I have messaged you privately about this and your chat agents have done everything possible to prevent me from making this piddly little withdrawal. I am truly done with this and I no longer care about your casino anymore. You've lost a customer, I will never play there again.
 

ZachS

Newbie member
Joined
Jun 10, 2022
Location
Manchester
Ok, another update:
Finally got verified, provided all documents and then after thanking the chat support for helping me they offered to put a hurry up on my withdrawal. Great! I thought... :mad: but then he proceeds to tell me my card that I just spent two days verifying is no longer an acceptable withdrawal method and I had to make a deposit from my bank?!?! WTF??? @LeoVegas Rep This is UNACCEPTABLE. I have messaged you privately about this and your chat agents have done everything possible to prevent me from making this piddly little withdrawal. I am truly done with this and I no longer care about your casino anymore. You've lost a customer, I will never play there again.

After a couple of emails back and forth, they requested my bank statement again so they can send the funds to my bank account. I got an email this morning saying that my withdrawal has been approved and it will be send to my bank account (time varies from 10 minutes to 3 business days). I am not getting my hopes up as this is the 3rd time i've received this email from the day everything started so i will wait and see what happens.
 

LadyJelena

CM Account Manager
Staff member
CAG
MM
Joined
Mar 18, 2012
Location
Serbia
After a couple of emails back and forth, they requested my bank statement again so they can send the funds to my bank account. I got an email this morning saying that my withdrawal has been approved and it will be send to my bank account (time varies from 10 minutes to 3 business days). I am not getting my hopes up as this is the 3rd time i've received this email from the day everything started so i will wait and see what happens.

Good luck @ZachS, hopefully this time is for real ;) Let us know :)
 

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