Potential issue incoming??

5436doll

Newbie member
Hi all, first off let me apologise for the long winded post.
Im looking for a bit of friendly advice on the following and sorry if this is in the wrong place or I’ve jumped the gun.

To set the scene, this last week I won a decent amount on an online casino, one which has just changed hands to another Operator.
The winnings occurred in the early hours of the morning, prior to receiving an email later that afternoon announcing the change in hands.

Anyway, I’d gone to withdraw my winnings but an error kept appearing with no explanation as to why I couldn’t. Being early doors there was no online help and so that I didn’t do anything stupid and throw it all back in, I decided to enter a 3day cool off period, assuming that the funds could still be withdrawn during said period anyway.

So at a more reasonable hour I went on the live help, who told me it was because of the max withdrawal amount per withdrawal (why that didn’t come up at the time is ridiculous in itself) and that I could not have the funds withdrawn until the cool off period had finished.
Found this rather annoyingl so asked about closing my account but was told if I did that, they would keep all my money in the account!

So with no option but to wait until end of cool off, it passed and I tried to login but couldn’t.
Back onto the online help who informed me that because I’d been self excluded from LeoVegas who now run the site, I’m now excluded from it too.

I’m now rather concerned (I’ve had a prior issue with payout refusal from the website before) and want to know about my money.
I’m told that a refund will happen once I’ve sent a copy of my bank statement in. I question the need for this as the account has been verified at least twice in its lifetime but the online help says that’s what the verification team require to process the refund.

This sounds like a delaying tactic and, coupled with the fact I’ve been told the management will contact me on Monday about the status of my funds, alarm bells are going off and I’m starting to worry that this is the beginning of the site cancelling my funds.

So my question really is, should I be concerned, based on people’s opinion am I right to be?
Or is my past experience clouding the issue.

Thankyou in advance for your replies.
 

LadyJelena

CM Account Manager
Staff member
CAG
MM
Hi there :)

Sorry about your troubles and thanks for sharing this with us.
You are free to mention which operator you're having issues with, so we can help and possibly get it's representative for answers and help.

I guess this one is about Royal Panda? Just assuming, since they've been acquired by LeoVegas recently. Let us know :)
 

5436doll

Newbie member
Hi there :)

Sorry about your troubles and thanks for sharing this with us.
You are free to mention which operator you're having issues with, so we can help and possibly get it's representative for answers and help.

I guess this one is about Royal Panda? Just assuming, since they've been acquired by LeoVegas recently. Let us know :)
Hi thanks for the reply, wasn’t sure on the form of mentioning sites, the site is 21.co.uk

As I said I’ve had a payout issue with them before where I had a not insignificant sum taken away (should have learned from that really) and that could be clouding my judgement, but this all feels very familiar to me so I’m pretty worried.

I should add there were no bonus funds involved, the bets/winnings were about 12hours before an email was received by me about the change in hands and whilst the site was still non LeoVegas (not that I could have known about the change without the email), with the new terms and conditions of the site not kicking in until the day after I’d gambled.
 

LadyJelena

CM Account Manager
Staff member
CAG
MM
Thanks for the info :)

Great to hear it's not Panda as it's a great place!

I'll try to get some answers for you from LeoVegas or even bring a representative here for a direct explanation, on Monday.
 

5436doll

Newbie member
Thanks for the info :)

Great to hear it's not Panda as it's a great place!

I'll try to get some answers for you from LeoVegas or even bring a representative here for a direct explanation, on Monday.
That’s great thankyou, their management will be contacting me on Monday ref the above so I’ll either be quite happy or very miserable:)
 

DreamRJ

Out of this world!
webmeister
MM
That’s great thankyou, their management will be contacting me on Monday ref the above so I’ll either be quite happy or very miserable:)
Well I am sure it will get sorted for you. Leovegas is a good group. In terms of withdrawing. So it appears to me that 21.co.uk staff might just be using the old terms and rules until leovegas fully take over and change all of their terms so that they are the same as their main casino Leovegas Casino.

So do not worry, I am sure you will get your money.

Keep us updated and good luck :)
 

5436doll

Newbie member
Well I am sure it will get sorted for you. Leovegas is a good group. In terms of withdrawing. So it appears to me that 21.co.uk staff might just be using the old terms and rules until leovegas fully take over and change all of their terms so that they are the same as their main casino Leovegas Casino.

So do not worry, I am sure you will get your money.

Keep us updated and good luck :)

Thanks, I’ve read good stuff about LeoVegas and they were certainly good when I used them some time ago, in all honesty it’s the other side I’m most concerned about.
Hopefully it’s unwarranted.
 

DreamRJ

Out of this world!
webmeister
MM
Thanks, I’ve read good stuff about LeoVegas and they were certainly good when I used them some time ago, in all honesty it’s the other side I’m most concerned about.
Hopefully it’s unwarranted.
Yes well like I said, leovegas is a good group as a whole. I wouldn't have said that about the casinos they acquired though. So it is a good thing for you and others that Leovegas did buy them in my opinion. I really just hope that leovegas do change the terms and rules for the casinos they bought with the terms they have on leovegas. It would be very bad if they do not. Not just for their brand as a whole. But it will tarnish them, if they choose to keep the disgusting terms on those casinos they bought.
 

cass1071

Full Member
PABinit
My personal opinion (which counts for all of about zero) is you will be sweet.....I have no doubt the new company would know the total amount of all liabilities or should I say the total of customer account balances to the cent prior to the change of hands. I look forward to you updating us with the good news :)
 

5436doll

Newbie member
My personal opinion (which counts for all of about zero) is you will be sweet.....I have no doubt the new company would know the total amount of all liabilities or should I say the total of customer account balances to the cent prior to the change of hands. I look forward to you updating us with the good news :)

Here’s hoping, I’ve obviously gone through the scenario about a thousand times in my head and cannot come up with a plausible, ethical reason why they shouldn’t pay out.
 

5436doll

Newbie member
Yes well like I said, leovegas is a good group as a whole. I wouldn't have said that about the casinos they acquired though. So it is a good thing for you and others that Leovegas did buy them in my opinion. I really just hope that leovegas do change the terms and rules for the casinos they bought with the terms they have on leovegas. It would be very bad if they do not. Not just for their brand as a whole. But it will tarnish them, if they choose to keep the disgusting terms on those casinos they bought.
Completely agree, the issue I had with 21.co.uk last year (small print bonus details, a bonus I didn’t even know I’d taken which lead to me losing all the winnings) was the first really bad experience I’d had online with any site.
I took it to ecogra who sided with them, until I began researching whilst the problem was being dealt with I hadn’t realised how many people had had similar issues with numerous sites.

I must have just been lucky for a long time:)
 

5436doll

Newbie member
Still nothing back from the Verification team at 21.co.uk, I’ve contacted them today but nothing as yet. Now im concerned as there really isn’t anything for them to verify, account had been previously verified and all winnings were prior to the handover.

I’m beginning to feel it’s a delaying tactic or prep to deny me the funds.
 

5436doll

Newbie member
Update

Got to the end of the day having not recieved any email or communication about the above as promised so got on live chat again and have now been told due to ‘unspecified technical issues’ I won’t hear from them about the money until the end of the week...

I’m fuming frankly, aside from being absolutely appalling customer service, how can I remotely trust their word when they couldn’t even follow up today on what they told me Saturday?

I’m at a loss as to what to do, do I just keep waiting and trust that they will actually come through, even though everything seems to be pointing to the opposite?
 

LeoVegas Affiliates

Affiliate Manager for Accredited Casinos
Hi 5436doll, thank you for bringing this to our attention and I'm sorry for the inconvenience you're experiencing.

Although 21.co.uk is a part of the LeoVegas Group and currently operating under the LeoVegas Gaming license, they will operate independently. As they are operating under the same license, they form part of LeoSafePlay which would explain why your account is self-excluded.

I understand that the team at 21.co.uk have asked for a copy of your bank statement in order to process the refund. Although you may have supplied this previously, verification of this document may be required to maintain a high level of security.

The team at 21.co.uk should be able to assist if you have any queries regarding the withdrawal process.

Hope this helps :)
LeoVegasAffiliates
 

5436doll

Newbie member
Hi 5436doll, thank you for bringing this to our attention and I'm sorry for the inconvenience you're experiencing.

Although 21.co.uk is a part of the LeoVegas Group and currently operating under the LeoVegas Gaming license, they will operate independently. As they are operating under the same license, they form part of LeoSafePlay which would explain why your account is self-excluded.

I understand that the team at 21.co.uk have asked for a copy of your bank statement in order to process the refund. Although you may have supplied this previously, verification of this document may be required to maintain a high level of security.

The team at 21.co.uk should be able to assist if you have any queries regarding the withdrawal process.

Hope this helps :)
LeoVegasAffiliates
Hi thanks for replying it’s refreshing to see this sort of attention.

I’ve just received an email from their verification team confirming the bank details have been accepted and they are attempting to arrange a refund back to my account so fingers crossed it will be all sorted soon.

Thank you to everyone for their advice on this.
 
Top