Resolved LeoVegas Locked my account

[Proxyzee]

I haven't been playing on LeoVegas that long. I opened an account there just last month and I only made one successful withdrawal of £500 to PayPal. Yesterday, I had a good run and turned £100 into £1800. After trying to witdraw £800, I was asked to send a screenshot of my PayPal account to verify my PayPal which I did (My account itself was already verified). After a couple of hours upon sending that screenshot, I find my acount has been locked for "security reasons".

I reached out to LeoVegas through live support and email and they told me that the issue was escalated to the relevant department and they would send me an update. I know this could go on for weeks or months without a response. I've heard enough concerning stories to post it here, but I don't think it's at the point of making a PAB yet. I'm not sure if I'm willing to wait beyond the end of the week for a response.

 

[maxd]

When you're ready we'd be happy to help.

- Max

 

[Proxyzee]

When you're ready we'd be happy to help.

- Max

Thanks!

 

[Jono777]

Not 100% but feel you'll be pleasantly surprised and get a response quicker than you may anticipate.

LV are currently in the process of KYC'ing / re-KYCing their user base.

 

[Proxyzee]

Not 100% but feel you'll be pleasantly surprised and get a response quicker than you may anticipate.

LV are currently in the process of KYC'ing / re-KYCing their user base.

Thanks but even if this gets resolved and they pay out, is it really a good idea to continue using their service? I'm open to it, but this action from them has really shaken my confidence.

 

[Proxyzee]

Correction: The winning and withdrawal occurred the day before yesterday (27th) not yesterday.

 

[Webzcas]

We have a rep from LeoVegas here on the forum. Might be worth sending them a PM on here.

LeoVegas Rep

 

[Proxyzee]

Thanks. I'm not really planning on escalating too much until the end of the week though I may send another email tonight or tomorrow to hurry things. If I feel LV have been unreasonably slow in responding, then I'll PM the rep.

 

[Proxyzee]

Asked LV through email if they're any closer to an update on my issue and I got a surprisingly quick response. Unfortunately, I wasn't told much other than there is no set timeframe for an evaluation and there is no new information.

 

[hubbadubbadingdong]

TIL @LeoVegas Rep Are still in business ! I thought they died years ago …

 

[maxd]

Actually LeoVegas have been pretty active these past few years, very responsive to player issues for instance. Things have gone a bit quieter since the sale to MGM late last year but no real issues of concern, at least from the player complaints side of things.

- Max

 

[Webzcas]

Last checked in last month, if @Proxyzee sends them a PM on here, they will be sure to come on by and respond. If not we can 'nudge' them

Aha Max posted at the same time as me lol

 

[flyerskyangle]

This scam casino locked my account 2years ago. But whatever, who cares

 

[Proxyzee]

Update: Just sent a PM to the LeoVegas Rep. Now that I think of it, the fact that an estimated timeframe has been refused to be provided seems concerning enough for a PAB which I'd probably be filing if I was not trying to be patient.

 

[Webzcas]

Great, let us know if you do not get a response..

 

[Proxyzee]

Great, let us know if you do not get a response..

I got a response this morning actually. I was told that details could not be discussed due to GDPR and to send an email with the FAO Complaints Team subject line.

 

[L&L-Jan]

ah, lets pull the GDPR card...

 

[Webzcas]

I got a response this morning actually. I was told that details could not be discussed due to GDPR and to send an email with the FAO Complaints Team subject line.

If still being stonewalled, then proceed with a PAB with @maxd

 

[maxd]

Casino Industry Myths: The General Data Protection Regulation ("GDPR") - Casinomeister Forum

Just sayin'.

 

[Proxyzee]

I want to beleive LV aren't stonewalling, but should it really take so long to find out why I'm being locked out of accessing my winnings? Are there really that many accounts that are facing the same situation? Is it really that difficult to figure out why they decided to lock the account? This is the digital age, the departments aren't sending each other carrier pigeons.

 

[Proxyzee]

If still being stonewalled, then proceed with a PAB with @maxd

Yeah. I feel it's getting close to that resort.

 

[Proxyzee]

ah, lets pull the GDPR card...

As frustrating as it is, I don't entirely blame LV. UKGC have ensured that even if you win and try to cash out of a UK licensed online casino, there's still a strong chance you'll lose if you don't chase up the offending casino. But it's hard to tell if it's fear that's driving actions like this or greed driven exploitation of the regs.

 

[goatwack]

I'm fairly convinced that casinos' hesitance is driven by 'interpreting' the regulations to their advantage and stall players, as they've had quite enough time to work out the permutations.

I'm also confident that though they'll always have an underlying fear of falling foul of some technicality, I'd imagine staying within the boundaries of the UKGC's guidelines isn't as fraught as they'd have us believe.

Money- laundering, Problem Gambling and suchlike have always been factors in years prior for casinos to scrutinize, and yet have always managed to pay customers within a reasonable timeframe.

Past glories of LV aren't indicative of their service now, and I've seen more negatives than not from them in recent times, coupled with the reps' infrequent communications with player issues here. This sort of payment timeframe would not have been part of their M.O before, but there you go!

Yet at least it's not just them - they're all at it in one way or another. I guess it must be them 'following the rules', right?

 

[Proxyzee]

I just received a response from the complaints team and, basically, I got a very similar response as I did from support with the explanation that thorough checks need to be made before there can be an update as required by the gaming licence.

 

[Proxyzee]

I'm fairly convinced that casinos' hesitance is driven by 'interpreting' the regulations to their advantage and stall players, as they've had quite enough time to work out the permutations.

I'm also confident that though they'll always have an underlying fear of falling foul of some technicality, I'd imagine staying within the boundaries of the UKGC's guidelines isn't as fraught as they'd have us believe.

Money- laundering, Problem Gambling and suchlike have always been factors in years prior for casinos to scrutinize, and yet have always managed to pay customers within a reasonable timeframe.

Past glories of LV aren't indicative of their service now, and I've seen more negatives than not from them in recent times, coupled with the reps' infrequent communications with player issues here. This sort of payment timeframe would not have been part of their M.O before, but there you go!

Yet at least it's not just them - they're all at it in one way or another. I guess it must be them 'following the rules', right?

I guess it should hardly be a surprise since it wasn't that long ago (last year) that they were slapped with a sizeable fine. And I can only imagine how much turnover they lost by ensuring their userbase either quits gambling online entirely or takes up crypto casino accounts.

 

[Proxyzee]

Well, I finally got a response...

At least I can now just go ahead with the PAB.

 

[Jono777]

Wow.

Vague email to put it politely.

Be honest, do you have any idea what could be considered wrong that you've done to cause this?

 

[Proxyzee]

Wow.

Vague email to put it politely.

Be honest, do you have any idea what could be considered wrong that you've done to cause this?

I filed a PAB. I'm not sure I'm supposed to say.

 

[goatwack]

I'd definitely not state it once the PAB's in motion

 

[maxd]

Yes, PAB received and in progress. The LeoVegas people usually reply fairly quickly so that's a good thing. Judging from that email though it sounds like they are going by the book on this one. We'll have to see what that means insofar as the PAB goes. As ever I will keep the OP posted in their PAB Ticket.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, sussexmskpartnershipeast.com

 

[Jono777]

I filed a PAB. I'm not sure I'm supposed to say.

Yes. Correct.

I tried to ask before you filed the PAB, obviously late to that party too!

 

[Proxyzee]

Happy to announce that LeoVegas paid out my winnings all thanks to the Casinomeister team!

 

[newton0038]

Leo makes an awful big splashy email for a withdraw confirmation. WTF do they have to do with BETMGM?

 

[nfehily]

Happy to announce that LeoVegas paid out my winnings all thanks to the Casinomeister team!

View attachment 187106

Any chance you can tell us now what they were accusing you of? And do you still play there?

 

[Proxyzee]

Any chance you can tell us now what they were accusing you of? And do you still play there?

I think it was because I was using a PayPal business account though LeoVegas never told me that directly and it was not mentioned don their actual casino site. I did not think it was an issue because PokerStars allowed it.

 

[nfehily]

I think it was because I was using a PayPal business account though LeoVegas never told me that directly and it was not mentioned don their actual casino site. I did not think it was an issue because PokerStars allowed it.

Thx. Do u still play there or did you close the acct?

 

[Proxyzee]

Thx. Do u still play there or did you close the acct?

Can't even if I wanted to. Banned permanently.