fisipulikana
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Joined: 1 Sep 2020
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1 September 2020 - 6:28pm

Leovegas will not pay out

8 replies • Last post

So I signed up on Leovegas and made a deposit last week. I used Trustly. My account got verified when making the deposit, because Trustly uses online banking and gets my info through the bank.

Bet 100e, got a 100e free bet, bet that and won.

Asked livechat if it was available to withdraw and they confirmed it. They told me I could only use Trustly because that's how I made the deposit. I went to withdraw it and Trustly was no longer available for deposit or withdrawal.

So I asked about it and was told to email support, and I did. I tried withdrawing through Brite but my bank does not support it so it's impossible. I made another minimum deposit through Paytrail which worked but was unable to withdraw that either.

I talked to some live chat agents and while they were helpful at first eventually no one could help and they told me to wait for an email.

I then got a response from support 5 days later - they told me to use Brite which I'd originally told them was impossible.

I went on live chat again, and talked to a rep thru chat and email for about 4 hours trying to resolve this. They told me I could use my Mastercard to deposit a minimum amount and then withdraw everything. Then they told me Mastercard wasn't available after all and not to deposit, they'd have to verify my account again and I could withdraw to my bank account....

So then I sent them my drivers licence, bank statement and proof of address. They rejected my bank statement because it doesn't have the bank's logo. It's an all text statement I get every month from the bank. I've used that same statement to KYC on 4-5 casinos without problems.

So I sent a screenshot of my online banking, got approved. Then I was asked to send a receipt of my deposit, which I did, twice. It's still pending.

They told me this wasn't enough because the bank statement doesn'¨t have a graphical logo and they didn't accept the bank's physical address as it was on the bank statement. So they asked me to get a proof of account from the bank, which will cost me 15 euros and I will have to physically go get it from the original bank branch I opened my account in about 20 years ago, which is in another city.

I don't know how many hours I've spent on this matter, I've sent them 6 different documents regarding my bank account & address and made two verified deposits using Trustly and Paytrail, both of which use my online banking to verify my identity.

It's a lot of work to withdraw 295 euros. Leovegas will happily take my money, I could make another deposit instantly right now and I could make bets with the balance I have on there. But I cannot withdraw any of it.

CL - klaw

auCL-Ed
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2 September 2020 - 1:03am
#1

What an awful experience. They may be restricted somewhat by rules put in place by their regulator, but it sounds like out of control bureaucracy.

That said, stick at it as they are properly licensed and regulated so they will pay you once it is sorted.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

lvblck
High RollerHigh Roller
Location: The North
Joined: 6 Apr 2016
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6 September 2020 - 5:37pm
#2

Have to agree with Ed, I am sure they will pay out, they have had other major winners and never had problems with withdrawing. Good luck and have patience 🙂

fisipulikana
NewbieNewbie
Joined: 1 Sep 2020
Posts: 3
Thanks received: 3
12 September 2020 - 7:31pm
#3

Ok so it's now been 16 days since I first tried to withdraw my winnings. They verified all my documents and I made a deposit with my Mastercard as instructed so I could withdraw my winnings onto the card. The deposit was approved.

Turns out it's not possible to withdraw to a Mastercard after all. They instructed me to use Trustly, so we're back to square one.

Deposits go through instantly but I cannot withdraw anything. I've used Trustly, Paytrail and Mastercard to make deposits and none of them can be used to withdraw. My account has been verified TWICE through bank login details and documentation which took over a week to process. I still cannot withdraw any of my balance.

CL-Ed

caurbngg
FreerollerFreeroller
Joined: 15 Oct 2019
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13 September 2020 - 11:41pm
#4

this is the third time this weekend I have read about someone having similar issues withdrawing from this casino.

usbarbadosslim93
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14 September 2020 - 12:21pm
#5
urbngg wrote:

this is the third time this weekend I have read about someone having similar issues withdrawing from this casino.

What other stories did the people have? That sucks, I hate hearing when people can't cash out.

nlDavid Gamer
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Joined: 16 Sep 2020
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17 September 2020 - 11:45am
#6

I was try to withdraw just $300 from my account. I have supplied verification and recently updated a utility bill copy as they claimed it was out o date - they keeped claiming they do no receive documents when I have read receipt proof that they have - I have asked for an email address of a director to complain -= they have refused to give it to me - if I could get a private email address it might help but they are so very unhelpful - I have now waited 11 days for my winnings and have run out of patience - they have had - passport - bank cards - bank statement and a utility bill. They acknowledged all items except the utility bill which I have resubmitted and updated no less than nine times - but still no withdrawal to my account - their main issue is lack of constructive communication from any one individual.

auCL-Ed
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Location: Sydney
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17 September 2020 - 11:45pm
#7

We've enquired with LeoVegas on behalf of sipulikana and they have acknowledged the issue and are getting someone in management to look at it. We'll update when we know more.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

caUtagawaAKiii
NewbieNewbie
Joined: 19 Oct 2020
Posts: 3
19 October 2020 - 7:36am
#8

have you tried contacting their customer service hotline? Are there any notification about your account? Did you meet the wagering requirements.

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