LeoVegas— player complaints: 143 in English

Hi ThePogg. I made deposits of 8600sek Via Card and 600sek vi swish to leovegas no problem at all, I won up so i had a balance of 34000sek Which i requested a withdrawal.I tried to login a few hours later and my account had been locked for security reasons. I contacted live support and they told me it is a random security check and it takes some time.I have contacted them a few times since and gave been told the same thing each time it has been nearly 1 weeks now and no news whatsoever from them.

I have an account in leovegas account. it has been locked. I have uploaded my documents and I have received the verified confirmation email from leovegas. I have faced both loss and profit. I won Rs167000 and I withdraw 100000 through Skrill account.After that noticed suddenly my account is locked.Still I have 67000. They are not allowing me to play or withdraw my money. I have sent 5 email regarding my account locked to unlock, but I have not received any reply. Even I live chat with agents more than 10 times.Please help me to withdraw or unlock.

I made deposits of £50 Via PayPal to leovegas no problem at all, I won £350 Which i requested a withdrawal.i tried to login a few hours later and my account had been locked for security reasons. I contacted live chat and they told me it is a random security check and could take some time.I have contacted them a few times since and gave been told the same thing each time it has been nearly 2 weeks now and no news whatsoever from them

I have been denied access to my account by Leo Vegas I had placed a bet with them which was in process. The bet won I went to log in but was denied. The reason being earlier that evening I had accidentally self excluded myself from sister company betuk. i had no idea these companies where one and the same, I mean why would I cancel an account knowing it would affect my bet I had running with another account. I have contacted betuk and they won't lift my self exclusion, Leo Vegas I opened up a live chat with and they said they would escalate it and someone would contact me via email.i am yet to receive that email. Surely with circumstances a goodwill gesture of paying me out would be the way forward? Any help much appreciated! Thankyou

I have made withdrawal 300000 INR, on 16th Dec. 2018 and it was approved. After 5 days the amount is not credited In my account, I contact to support team and they ask me my bank statement for till date. I have given the bank statement. I got the same amount of credited from my Neteller account in 18th Dec 2018, so LeoVegas team was claiming this amount is credited from our casino then I have ever submitted all proof neteller statement and explan this amount is came from neteller not from you. after few days they give me transaction reference no. And suggest me to ask your bank. I went to bank with that reference no. And my banks said yes we got the payment instruction but not received the fund for that. And my bank suggest me to provide us the swift copy of that transaction so we can trace the fund. And same thing I communicate to LeoVegas support team. But leovegas has decline my request and said we can not provide you the swift copy, instead of that they ask me to provide Us a letter from your bank which states that bank has not received the fund. I also provide the same to Leo Vegas support team. But still not getting any thing from them. Please help me to resolve this issue. Thanks, [EDIT]

On 29/08/2018 i open an account on LeoVegas site i deposit £30 via paypal ( my husband's paypal) i didn't receive any email regarding verification so i start playing slots i have a lucky strike and i made £700 i withdraw them. I try to login back on my account after a couple of hours and my account was locked ( Your account has been locked for security reasons. Contact costumer support). I contact them via chat and phone and they said the account is loked due to a random verification check. I asked how long it takes and they said it could be 1day or more...and they can't give me a specific time how long it takes. They didn't request me any proof of address, id or other documents for verifying the account. Please help me to resolve this issue and receive my money.

My winnings from Leovegas' welcome offer were confiscated due to 2 terms of service violations described in live chat: 1. Casino bonus wagering may not be completed whilst a sports bet is pending 2. Irregular play patterns There is nowhere in either general or welcome offer terms that states anything about pending sports bets relating to bonus wagering. Also I do not agree with their undefined "irregular play patters" accusation. I have a live chat transcript detailing their reasons for confiscation of my winnings. I disputed their actions and have sent a formal complaint to their support email. Was advised to seek your assistance

Hi i applied on Gamstop to stop myself from gambling and one of the sites it stopped me from using was Leo Vegas. I applied to open an account on slotboss and over the period of a couple of days i deposited £3800 with no withdrawals and set myself a time out for 6 weeks i believe. In the last week i have opened an account with crownbingo and deposited £1195. When on there i was reading the terms and conditions about wagers from bonus and noticed that it was a sister site of Leo vegas, i had a look on a website to see who else Leo Vegas was covering and slotboss is too. On all of their sites in the terms and conditions it specifies that if you self exclude from one you will automatically be excluded from using all. i have managed to open accounts on different sites of theirs. Crown bingo contacted me for all my details and in the terms it says they do that to identify people and also to check you are not already self excluded on any other sites. i got an email back from crown bingo verifying my identity and approving my account. I have deposited £4995 pounds across 2 sites since registering with gamstop and feel that this shouldnt be allowed, their terms clearly state i would be banned from all sister sites automatically, i did not even know they were sister sites. Can you please guide me as to whether i have any rights please?

I signed up to Leo Vegas on the 25th June 2018 and placed a number of Sports bets and also played on the Casino for slots. At this point I was not verified and had used my husbands Paypal Account to make deposits. Nevertheless Leo Vegas processed my withdrawal of £75.94 on the 1st July after some winnings. Over the next few days I made deposits of £1800 the existing Paypal account. On the 3rd July playing slots I had a lucky streak and won £3974. I then put a withdrawal request through and the Leo Vegas account the following day was "locked for security reasons" and my withdrawal was "held". I contacted Leo Vegas almost 40 times since the 4th July (today 17/07/2018) and have not had a response nor resolution to the situation or the funds. I was advised it was a breach of their terms to use another Paypal account however received an email not to use the Paypal account on the 4th in the future and once verified the withdrawal would be processed for the £3974. I have an email and evidence of this from Leo Vegas. For this to happen I was asked to provide my husbands Paypal details and his ID which I sent through and my verification as well and this was accepted and verified on the 8th July. It is now the 17/07 and nor have I had my withdrawal back to the Paypal account for £3974 nor a response despite calling every day or via their chat facility. Bearing in mind Leo Vegas already let me withdraw to the Paypal account on the 1st July for a smaller amount. Please can you help resolve this as their should be no issues as to why this is taking so long. I have spoken to numerous chat agents, telephone calls and I have not received any response in the matter. Thanks

Hi guys, so it's pretty simple. I opened an account a year or 2 back. After opening they advised sports betting was not available to irish customers. I closed it and okay if you do in future I will reopen. Then Tuesday I see they now offer sports betting to irish customers. I reopened and deposited money and played casino and sports. Then yesterday after attempting a withdrawal they say they're closing it. I explained and they cut me off! Very dishonesty bunch

Set my account up on Friday 27th april 2018, everything was fine. I made a deposit of £100 pounds with no problem at all. Half way through playing the slots my account was locked and closed as I had already had an account t previously apparently. As I play at various online casinos I’m not always aware of the ones I have and haven’t signed up to. However , they let me make the deposit with no problem and now they are refusing to Give me my Deposit back . I don’t think it’s fair a casino can just take your money like that at all.

This is a long story, but I’ll make it short as much as I can. This happened on January 23 at close to 12:30pm New Zealand time with LeoVegas. I was playing baccarat. Game table is baccarat controlled squeeze, dealer is [EDIT], hand number is [EDIT]. When the dealer dealt the cards, one of the cards was not scanned, so she notified the supervising manager on duty to manually enter the cards. When all 6 cards were shown on the table, they are: player’s hand in order Queen of spades, King of spades, 6 of clubs, banker’s hand in order 3 of clubs, 7 of diamonds, 7 of hearts. So the player’s cards total 0-0-6, and the banker’s cards total 3-7-7. This means banker wins 7 over 6. When the manager manually entered the cards into the system, he entered them in the order of the cards being dealt. He entered Queen of spades, 6 of clubs, King of spades, and instead of entering 7 of diamonds shown on the table, he repeated what he had done for player, he entered King of spades again for banker. He then entered the third cards for player and banker, 6 of clubs, 7 of hearts. This has changed the result of the hand, which is player 0-0-6 winning over 3-0-7. The dealer saw the mistake, and paused there, waiting for the manager to correct. But unfortunately the manager was gone. So the dealer waited there for nearly 2 minutes. This gave me the chance to use my cellphone to take a screen shot of the hand (normally, when a hand finishes, the dealer dismissed the cards straight away, you never have the time to take a photo). I raised the issue with leo support through live chat, they looked at the matter, as they couldn’t see anything wrong in the system, they told me there is nothing wrong with this hand. Of course there is nothing wrong with it, as the system shows whatever is entered correct, whether it is entered correctly or not. So on the following day, I emailed my screenshot to leo support. However, they say the decision was made, and it is the right decision, there is nothing wrong with that hand, player won, banker lost. What is worse, when I chatted with leo in live chat, the girl suggested the photo I provided could be taken any time from any shoe, as there is no time stamped on it, and the photo is too blurry to see. I asked her to tell me whether the second card for banker is a picture or not many times, but she never answered me, which indicates to me she can see it’s not a picture. I also ask her to check property of the photo to see when it was taken, but she said she couldn’t find it. What she really suggest is I fabricated a story, and there is nothing wrong with leo. This really made me crazy. Is it worthwhile for me to fabricate a photo because of a $20 bet? I have asked them to show the photo to the dealer and ask her to confirm, but nobody listened. They insist leo’s decision is correct, I am wrong. On that hand, 93% was bet on banker and 7% was on player. I don’t know if leo will review the matter if 93% was bet on player. I lodge this complaint not because of my money, but because of the truth! If an online casino support people choose to escalate the matter, I’m more than happy to comply.

Not sure if you can help I have already reached out to leovegas. Sunday night I signed up to leovegas and as any site I set my deposit limit on sign up. I played through my 500 limit and then fell asleep for a while. Apparently after this I then woke up and deposited a further £8300 in just over an hour. I admit I have very little recollection of how I spent this. The reason for me setting up the limit is I have in the past while not entirely with it or half asleep spent money and not remembered doing it. In the morning I rang leovegas as obviously I was shocked the lady on the phone [EDIT] informed me that I had had a live chat last night asking about the deposit limit and one had not been placed. I did not receive a copy of this live chat.

I started out with 3100 that I won Candian funds. Everytime I tried to withdraw there was an error message. I told them they said the bank numbers were wrong. I had sent them a cheque with the numbers on it there were no wrong numbers. Then they said it was the bank at my end. I called my bank and told them the numbers and they said there was nothing to stop a deposit and the numbers were correct. Sadly to say I am just over a 1000 now. This has been going on for a week. Everytime I withdrawal it says error at this time try again. I know there motive is for me to give all the money back but I will not play no more till I get my withdrawal. The bank also said no one has ever tried to forward a deposit from Leo Vegas. I am very frustrated and getting nowhere. They can't blame the bank but won't do nothing. Just to get verified I sent every document I owned.

Hi, I’ve recently signed up to the forum to try and get some advice on an issue I’m having with Leo Vegas, but then noticed you also had a complaints procedure so tried to follow that page, however when I try and log in it says my account is locked and I have to wait several hours (I have verified my e-mail [EDIT]). I did find your site from a quick google search about Leo Vegas, especially the 2/10 Trustworthy rating, wish i'd seen this before I signed up :-) So as this is my only option I thought I’d e-mail you and try and get some advice about whether it is worth you taking up my complaint or whether it’s not worthwhile pursuing. I will be completely honest and you can give me an honest view on what I should do next. I opened up an account with Leo Vegas a few days ago and deposited £40 with a £40 bonus. I didn’t read the terms and conditions and wrongly assumed that it was just like any other casino and you had to play through your wager by a certain amount, on any game you choose but obviously some contribute less than others i.e. roulette is a lot less. So I played between both the slots and roulette, the two games I always play. I ended up winning about £700 between the two. I had a couple of decent wins on roulette but also lost quite a lot too. I did have one decent win of about £350 on one of the slots special features, but also a few £50’s and £100’s when I got the features. Not sure exactly what contributed to the £700 but I’d say £400 slots and maybe £300 roulette. I actually had about £830 once I completed my wagering requirements, I withdrew £700 and played with the other £130 and lost it. I only had about 20/30 spins on the roulette, but all were over the maximum £5 stake per spin as per my normal roulette spins. 24 hours then passed and I still had a pending withdrawal so I rang them to check why it was still pending and whether I had to send verification documents, but they just said it was with another department and they’ll get back to me. Same at 48 hours. And then after 72 hours I got an e-mail to say that my winnings had been debited as I’d broken the maximum wager rules (See below e-mail). During my playing period, about half way through, I did speak to an operator to ask exactly what the wagering requirements were and all she said was it’s x35, but at no point did she mention the maximum stake (appreciate she didn’t have to go through all the terms and conditions but I’m assuming she could see I’d already broken the rules). So that’s kind of where I’m at, I am not doubting that I broken the rules but on the other side I genuinely didn’t do it deliberately and I think to withdraw the full £700 even though a large proportion come from the slots (all low stakes, £1.50 to £2.50 per spin) is extremely unfair and seems that it wouldn’t happen if I lost. I’ve also included the e-mail trail below so you can have a look at it. I would really appreciate some help on this one. Thanks, [EDIT] [EDIT] (LeoVegas) Mar 1, 12:25 CET Hello [EDIT], Thank you for contacting Customer Support I have looked into your case in greater detail today to provider full clarification on decisions made and the reasons for these decisions. The terms quoted to you regards to minimal risk wagering was not in relation to the tactic of betting on Red and Black on roulette but more of an example of using tactical gameplay to try and convert bonuses. The terms you have broken is placing stakes higher then £5.00 using bonus funds, the wagering contribution on live casino is 10% but you played Live Casino placing large bets with bonus funds and then moved back to slots in attempt to convert your balance and receive the full 100% contribution towards your wagering. This is the reason the conversion of the bonus funds has been forfeited and you have been returned the £40.00 casino bonus to try and convert this again within the our bonus terms and conditions. You will be able to see a comprehensive history of your gaming activity via your history tab on a PC/Desktop device. I can understand you're not happy with the outcome of these events but I'm afraid the decision on this matter has been made within our Terms and Conditions agreed upon at registration. Should you have any further queries regarding this or anything else please feel free to contact us via LiveChat, Email or Phone. Best regards [EDIT] LeoVegas, Customer Support LeoVegas.com [EDIT] Mar 1, 11:03 CET Hi, As you have failed to confirm that I haven't broke the minimal risk wagering rule I am assuming you still think this is the case, so can you please send me the proof of me breaking the following rule:- * "11.No minimal risk wagering, such as betting both Red and Black on Roulette, will contribute towards any part of a promotion, including bonus wagering requirements or the accumulation of any points. Players deemed to be using minimal risk wagering tactics to redeem their bonuses or cash prizes risk having their bonuses, cash prizes and any subsequent winnings removed." Also, can you please send me a breakdown of how much my £5 or higher stake bets contributed towards the wagering % as I'm assuming Roulette has a smaller wagering contribution than the slots. Thanks, [EDIT] [EDIT] (LeoVegas) Feb 28, 23:57 CET Hello [EDIT], Thank you for getting back to us. Unfortunately, having breached our Terms and Conditions, we took appropriate action regarding your account. Note that all LiveChat transcripts are automatically sent to you, the e-mails will be in your respective e-mail account and you have access to your account history HERE. Your real money that you deposited was wagered to the point that all of the funds were spent, I'm afraid that as this is the case we are not able to refund the amount. "2.5.2 Notice that LeoVegas products are consumed instantly when playing. Thus, LeoVegas can not provide returns of goods, refunds or cancellation of Your service when playing. If You play a Game with real money, the money will be drawn from Your Member Account instantly." Please also note that, as per our Terms: 7.7 If You are located in Great Britain, to the extent that You are not satisfied with our response or if a claim cannot be resolved, You may contact IBAS, Independent Betting Adjudication Services Limited, (a dispute resolution service) at PO Box 62639, London EC3P 3AS, UK, e-mail: [email protected], phone: +44-020 7347 5883 for the matter to be settled. The IBAS website is the following: http://www.ibas-uk.com/. Should you wish to take further action, we will be happy to co-operate with the relevant party. Best regards [EDIT] LeoVegas, Customer Support LeoVegas.com [EDIT] Feb 28, 19:40 CET Hi [EDIT], I appreciate its not personal but i'm 100% sure its based on how much was won as I can guarantee that you wouldn't refund losses. Can you also confirm that I didn't break the Minimal Risk Wagering Requirements as previously accused. So I can take this further can you please supply me with a list off all bets/transactions on this account (with a detailed breakdown of amount and related games) as well as all previous live chat and e-mail conversations. Further to this I want you to refund my initial £40 back into my paypal for the time being whilst I continue with my complaint as this money was never lost. In response please address all of the above. Thanks, [EDIT] [EDIT] (LeoVegas) Feb 28, 18:23 CET Hello [EDIT], Thank you for your response. In regards the the winnings, I'm afraid they did all come from the bonus money which we added to your account, therefore the bonus rules/terms apply. These terms were outlined to you prior to making deposits or accepting bonuses and these are rules that all players must abide by. I understand this isn't the ideal outcome for you however, this isn't anything personal and it's the same rules which apply for all players. Please get back in touch, should you require any further assistance. Thank you for your understanding and have a nice day. Best regards [EDIT] LeoVegas, Customer Support LeoVegas.com [EDIT] Feb 28, 15:35 CET Hi, At no point did I ever bet on both red and black at the same time so to be accused of trying to defraud the bonus system is utterly disgusting for a potential future customer and it's something that I will be taking further. I appreciate that I may have not read the terms and conditions in terms of 1.4 but to remove my full "winnings" which, lets be honest didn't come from the £40 bonus as at no point did I ever go that low to use the "bonus" part of my deposit, is quite frankly robbing the customer of genuine winnings. I have screenshot all conversations and will be forwarding on a complaint to the UK Gambling Commission as I think it's an extremlely dubious decision as I'm pretty sure that you wouldn't have refunded me £700 of losses if I had also broken the maximum wagering conditions. I will also be taking this to Facebook, Twitter, Instagram, Askgamblers, Trustpilot and any other available forum to warn potential future customers to avoid using Leo Vegas. [EDIT] [EDIT] (LeoVegas) Feb 28, 14:52 CET Hello [EDIT], Following the conversation we had earlier today, kindly note that I have checked with the relevant department and after looking into your game rounds it is evident that you have broken the following bonus terms; · "11.No minimal risk wagering, such as betting both Red and Black on Roulette, will contribute towards any part of a promotion, including bonus wagering requirements or the accumulation of any points. Players deemed to be using minimal risk wagering tactics to redeem their bonuses or cash prizes risk having their bonuses, cash prizes and any subsequent winnings removed." · "14 The maximum bet allowed when using a bonus (until wagering requirements are met) is £5 per bet. Failure to follow this may result in forfeiting any winnings." With this being said, kindly note that we have debited £700 in winnings due to bonus abuse. However, as a gesture of goodwill, on this occasion only, we have decided to refund your initial bonus of £40. I understand this may not be the answer you expected, however it is final. Please do not hesitate to contact us should you have any further queries. Best regards [EDIT] LeoVegas, Customer Support LeoVegas.com

I have recently signed up with LeoVegas. I have made numerous deposits via paysafe. I won $500 and after trying to withdrawal it has said payment pending. I then received an email from them asking for proof of identity. I sent in what I have, which is a proof of age photo ID (issued 2002), it has no expiry date. Also I sent in a current bank statement, my pension card, a water bill, and some other bills. I don't have a licence anymore, and was issued the proof of age card after my licence expired. I don't have a passport. was told that it's not enough verification. I was asked to send in my birth certificate along with me holding it up to my face. I did numerous of pics with my original copy of my birth certificate. I was then told again that it wasn't enough and I need another form of photo ID. I don't have anymore. I can send in what ever I can, Medicare card etc. So my payment is still pending and I haven't received any emails back in reply to all of this. I feel ripped off. I'm not dodgy and I am happy to send in what ever else I can. I am very frustrated and I won't be making anymore deposits to this game until this is resolved. So what am I to do? I can go and apply for a new proof of age here at vic roads but that is a process and it takes time for it to be sent in the mail. I thought what I provided was enough form of ID. I'm not happy and not happy that they haven't tried to work with me on resolving this.

Hi, I recently opened an account with Leo Vegas, won and tried to withdraw my money, they asked for photo id and a recent statement which I have provided, but they still haven't paid the money. I sent a email asking why this hasn't happened and they replied saying they have sent my proof to the relevant department. And they would be in touch, but haven't been in touch thanks [EDIT]

I registered on LeoVegas on 16/2/16, had a strong of real good luck, getting my balance up to about 30,000gbp which was about 15x my deposit, unfortunately the luck didn't hold and I ended up loosing almost all of it as is often the case with impulse gaming! I was left with around a 650gbp balance and attempted to withdraw 100gbp back to my card and received a request for ID. I sent in my utility bill followed by my driving license a few days later and then was asked to send in a copy of me holding my driving license up to my face, which after some deliberation, I begrudgingly sent them a snap of my holding my ID, then I received another request for a clearer copy, so I took a couple more and sent them in, few days passed and I received yet another request, this time for my passport. I explained I have not had a UK passport for many years but I may be able to send in a copy of my expired passport should I be able to find it as it was stored at a relatives during a house move, I couldn't find it anywhere but as luck would have it already had a copy of it in my sent emails from a job application some years back. I sent this over to them. At this stage the VIP manager I was dealing with ([EDIT]) seemed happy with the collection of ID and passed it to the verification team, this was 2 weeks ago. During the first week not much happened, then at the end of the first week the verification team requested yet another copy of me holding my ID next to my face (this would be the 4th or 5th photo), I complied and sent them yet another copy of me holding my ID. The second week passed and I just received a daily 'were sorry its taking so long' return email on a daily basis. Today finally the casino gave me the resolution, although its by far what I expected! and I quote "[EDIT] (LeoVegas) Mar 17, 18:57 Hello [EDIT], I hope this email finds you well. Our payments team have reviewed you documents and these have not be approved. The decision to close your account with us permanently has been made on the back of this and you are no longer welcome to play in the casino. Please see our Terms & Conditions, paragraph 1:14: “If You open or attempt to open more than one account, for whatever reason, LeoVegas may block or close any or all of Your accounts at its discretion. If you should have any questions regarding this, or if there is anything else that we can help you with, you can contact us on email, phone or live chat 24/7, and we will be happy to assist you. Wishing you a pleasant evening Best regards [EDIT] Leo Vegas, Customer Support" I really can't understand how they can come to this decision when they have countless copies of me holding my ID next to my face!! Its just daylight robbery! Also I have never had a leovegas account before so their attempt at bringing terms and conditions into this case to give it leverage is laughable at best... Please could you help me resolve this amicably. Kind Regards, [EDIT]

Hi, I have a problem with LeoVegas casino and the way they have treated me as a customer. I opened another account with them and made a deposit of 70 pounds. I won 2000 and then after fulfilling the wagering req I tried to withdraw. I got an email to say this request had been refused and that they would be closing my account and wiping my winnings. I contacted the customer services who were very unhelpful. On the terms it states that they will at least transfer my deposit to my other account but they have refused. I therefore closed my other account and I am now very frustrated. I have spend alot of money with them for months now and they didn't seem at all bothered that I would not be using them again. I have been treated like a criminal and it's not fair. Please can you assist me it this matter and advise if should contact British trading standards etc. Regards [EDIT]

I had won £2000 after taking the advice of their CS agent to bet the maximum to get rid of the £325 I could not withdraw, which I was not happy about at all but did it anyway, I did and won big. The withdrawal process was going well and I had supplied all the documentation they asked for which again they had no problem with then right at the 11th hour they said I had breached a betting rule and took the lot back off me. If I had made a mistake why did they let the win happen and let it get to such a late stage before pulling the plug I have informed the gambling commision and have followed their complaints procedure ( no reply yet ) and will take it IBAS after that if I have no joy.