Resolved LeoVegas - nice big win but are they stalling paying? withdrawal pending 4 days..

[Json]

hi all, I won a good amount on 3/7/17 on leovegas - 4 days ago now, mostly due to getting a full screen of wilds on Rainbow Riches (won £alot from this alone) then further wins on hong kong tower and blackjack and couple other games. Anyway, great session ended and i applied gambling controls then to lock in the profit.

this is from an £850 deposit.
my withdrawal is pending since 3/7 and reversable, even though ive already been verified. i am told it is in a "queue" to be checked for anything unusual with gaming and payment as it is a big win from a relatively small deposit, so they said on livechat.

i am not worried about reversing luckily, because thankfully the website has gaming controls (i have now set a loss limit and wager limit of £50 per day so no chance to lose all my winnings) but still I think this isn't good? 4 days now to check my winnings and no timeframe for when my withdrawal will be processed.

Has anyone had a similar experience and how long does it take for them to process withdrawals in such a case?

Thanks, Jason.

See Related Threads:

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• LeoVegas Casino - Lack Of Loyalty!!!
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[TheAddict]

Sounds a bit strange. Like they must have a lot of people having big wins from relatively small deposits this week . If they do it today, depending on your wd method you might not see it till at least monday.
I had a similar 'excuse' last week from a casino called mr.win , took 4 days to verify my account and what was pending during all that time then continued pended for another 2 days. the excuse was "we have a lot of winners atm so thats why there are delays!"
Mine wasnt quite the amount you are withdrawing though, mine was a tenner

 

[vinylweatherman]

Big wins do get checked in case they are due to a software malfunction, but the size of the deposit is irrelevant, it's the size of the stake to win, or the overall RTP from a session when compared to reasonable statistical expectation, that matters.

Taking so long to get such things verified is bad PR for the industry, the system should be quick enough such that the player doesn't notice any additional delay from the usual delays brought about by KYC. Having to constantly check payouts, and it being a lengthy process, can cause a loss of confidence in the integrity of the software. We have some players claiming the games are "rigged" because they have lost more than they expected, so it doesn't help when we have casinos casting doubt on the integrity of their own software when it is the casino that has lost more than they expected.

 

[geordiecolin]

Fabulous. Presuming that you have not infringed any terms then I very much doubt that you will have any issue with getting your winnings from them.

 

[Nate]

Did you use a bonus by any chance?

Nate

 

[lockinlove]

4 days is way too long especially for this outfit. They have always prided themselves on fast payments so Im not sure what the issue is here. Send their rep a message maybe they will move it along.

 

[jjezebel37]

It's really not like Leo so I'm surprised at the length of time. Once verified it's usually an hour or so.
Very trustworthy site that I've withdrawn from a lot and higher amounts than that.
If say they are checking for fraud. I've had it done on me a few times on other sites.

 

[Matti]

LeoVegas is a very good and trustworthy casino and I'm 100% sure that the delay is because of checks being made with the game provider.

The thing that I'm wondering about though if LeoVegas has any possibility to flush? Some players don't have the same self control as the OP.

 

[DreamRJ]

Yep I concur with what others have said.

leovegas is my second favourite casino i play at now. And the only casino that i am actually in profit at in my lifetime too.

But I always get my withdraws within 10mins to 30mins because i always after making one open live chat and ask them to flush the withdraw. And when i do that, they then process it there and then.

So it is very strange that yours has taken 4 days. I smell a fish though in this case. Leovegas wouldn't allow a withdraw take this long unless something was wrong on the player side. So to be fair i reckon in this case the player has broken terms. And the fact you said you deposited 850 too makes me wonder. I mean even the way you worded your post, just doesn't sound right, makes me smell fishes everywhere. But if i am wrong then maybe you need to speak to live chat or ask a rep on CM so they can look into it for you.

 

[spintee]

It's really not like Leo so I'm surprised at the length of time. Once verified it's usually an hour or so.
Very trustworthy site that I've withdrawn from a lot and higher amounts than that.
If say they are checking for fraud. I've had it done on me a few times on other sites.

You may have read wrong, he didnt win £850 but that was there deposit and called that small so we probs talking in the 10's thousands of winnings and hence the cheeks.

Should be no need like VWM stated,its perfectly ok to lose and when complain the software is fine and takes as long as to check as it does to type it, but when a few wins get hit there could be an error

I agree that leo is a good outfit but surley if you think something is wrong than yourself as a company would want to get to this ASAP so 4 days and counting does not ring right

No one should be held up for that long on there winnings, you play you lose its tough shit, you win than its you hold on untill we are satisfied.

This is wrong guys and I have really had enough of casino pulling stunts, O.K so we do not know the full facts but 4 days and counting is 4 days to long

£850 depo is no small change so this should be on the to do list ASAP Thats 1 months wage to alot of people in the U.K on min wage 30 -40 hours a week after tax

Until I know the full facts I will still call it a disgrace to the casino Industry

 

[jimbler]

Big wins do get checked in case they are due to a software malfunction

How often does that occur? It would be just my luck to win a zillion and then have something like that happen.

 

[Steviedoo]

How much money are we talking about if we may ask?

 

[Json]

How much money are we talking about if we may ask?

thanks for all responses. well the total balance is 40k, but they have a withdrawal limit of 4k at a time; so the withdrawal is 4k.
i spoke to livechat yesterday, laurence, and he was helpful and I don't like complaining at all at a casino where i've been so lucky.. I just wish it was a quicker process? He explained something along the lines of although my documents were accepted first time, they have needed to be checked a second time and then a 3rd time by a senior agent, and then yesterday they were signed off/accepted by that agent, but require one more agent's approval - and he wasnt able to tell me when that particular employee is next in the office ("not privy to this information")

 

[mac72]

thanks for all responses. well the total balance is 40k, but they have a withdrawal limit of 4k at a time; so the withdrawal is 4k.
i spoke to livechat yesterday, laurence, and he was helpful and I don't like complaining at all at a casino where i've been so lucky.. I just wish it was a quicker process? He explained something along the lines of although my documents were accepted first time, they have needed to be checked a second time and then a 3rd time by a senior agent, and then yesterday they were signed off/accepted by that agent, but require one more agent's approval - and he wasnt able to tell me when that particular employee is next in the office ("not privy to this information")

This is interesting as I was told a few days ago the daily withdrawal limit was 300k and even though it says 4K a transaction your welcome to make 75 of those in a day. My experience is the same as others here , quite regularly have circa 5k withdrawals paid immediately by live chat so I'd love to know what Johan has to say on this one as this would give me cause for concern if OP is straight up.

 

[richmcd]

Congratulations on your win! I know it's worrying, and LeoVegas should be a LOT more communicative, but I think this is quite normal. I won £15000 from a different casino after a very lucky £6 Monetzuma raise last year, and it took about a week of checks, including talking to WMS, to make sure the win was legit and not a software error. But the casino were very helpful and communicative the whole time (it probably helped that they're the kind of casino that has a winner's page, so they wanted to keep me on side to try and get a quote or a photo of me), and were happy to timeout the account so I didn't play any more, so I think it really was a needed check and not a tactic to get me to gamble more.

So I think you should be fine.

 

[DreamRJ]

I just wanted to say i am sorry for my first post then. It seems it is all above board so far. But it is still very strange that they say they need to check your ID all those times.

Can i just say too though. That leovegas was the casino i won that 12k progressive in on 0.40cent stake on Holmes Secret of the stones slot, in January of this year. And I too had to break them into 4k withdraws each one. And they was all approved and processed within 2 hours. they taken longer because they had to do a few minor security checks. But I deposit and play there nearly every few days. sometimes a few times a day. And as i said in my previous post i get them within 10 mins because as soon as i request one i just open live chat and ask them to flush it, and they then just process it there and then for me!!

But Well done on your winnings Jason and i am sorry if my first post was offending. It is just that there is a lot of new members who sign up and post threads like yours and it is very hard to sometimes see who is in the right or not.

But i hope u get your money soon.

 

[Steviedoo]

congrats...keep us posted...

 

[spintee]

thanks for all responses. well the total balance is 40k, but they have a withdrawal limit of 4k at a time; so the withdrawal is 4k.
i spoke to livechat yesterday, laurence, and he was helpful and I don't like complaining at all at a casino where i've been so lucky.. I just wish it was a quicker process? He explained something along the lines of although my documents were accepted first time, they have needed to be checked a second time and then a 3rd time by a senior agent, and then yesterday they were signed off/accepted by that agent, but require one more agent's approval - and he wasnt able to tell me when that particular employee is next in the office ("not privy to this information")

Listen my friend you have a good right to complain, I knew the withdraw was not small as no one depo £850 and plays small or botherd about a few k take out, I can understand why casino do checks but going back to VWM now and what he said, Its perfctly ok for you to lose all the money and other players yet machines are playing fine but soon as a win is involved the machines may have bee corrupt ?

I not buying this rubbish and nor should any one else, I wish the boss can see this as its wrong 40k to me is a life chaining sum, I will be glad with £40 win but I had money in the past, nothing like that but to sum its peanuts but thats not the point.

You can scream all day that macine has robbed you but yur told that your a bad loser and things are checked on a daily bassis but when there is a big win its another story,

I am here to help out, let it be £20 or 2 mill, to me it makes no difference

Leo is a safe site so you should be ok, You can most likely get you cash quicker if you signed up by here as I will add the screen shot below about the limits

This is interesting as I was told a few days ago the daily withdrawal limit was 300k and even though it says 4K a transaction your welcome to make 75 of those in a day. My experience is the same as others here , quite regularly have circa 5k withdrawals paid immediately by live chat so I'd love to know what Johan has to say on this one as this would give me cause for concern if OP is straight up.

This is from the CM Bos's review



All I ask is a fair laying field, I know casino not got much controll over pay out, so be said, but when there is a win PAYOUT

 

[spintee]

I just wanted to say i am sorry for my first post then. It seems it is all above board so far. But it is still very strange that they say they need to check your ID all those times.

Can i just say too though. That leovegas was the casino i won that 12k progressive in on 0.40cent stake on Holmes Secret of the stones slot, in January of this year. And I too had to break them into 4k withdraws each one. And they was all approved and processed within 2 hours. they taken longer because they had to do a few minor security checks. But I deposit and play there nearly every few days. sometimes a few times a day. And as i said in my previous post i get them within 10 mins because as soon as i request one i just open live chat and ask them to flush it, and they then just process it there and then for me!!

But Well done on your winnings Jason and i am sorry if my first post was offending. It is just that there is a lot of new members who sign up and post threads like yours and it is very hard to sometimes see who is in the right or not.

But i hope u get your money soon.

Well done mate, nice win to get on a low stake

hopefully not all spent by now, I think I would of give up if I won that, sorted a few peeps on here a fe spins and done a few big rolls and be done with with it

 

[goatwack]

I know there have to be certain KYC procedures in place, but four days? Not levelled just at LeoVegas but casinos are extremely quick at taking pretty much any deposit amount it seems, and when games play dodgily players are branded tinfoilers etc.

Player wins big and suddenly it's time to call the FBI, call the game suppliers and have a public enquiry as to how someone could possibly get a good result on their games + pour over every placed bet with a fine comb to find a way of confiscating the winnings. And if it's decided it was all a technical error you're really screwed

These stalling tactics go way beyond normal verification I feel, and to say casinos stretch this scenario is somewhat of an understatement

 

[spintee]

I know there have to be certain KYC procedures in place, but four days? Not levelled just at LeoVegas but casinos are extremely quick at taking pretty much any deposit amount it seems, and when games play dodgily players are branded tinfoilers etc.

Player wins big and suddenly it's time to call the FBI, call the game suppliers and have a public enquiry as to how someone could possibly get a good result on their games + pour over every placed bet with a fine comb to find a way of confiscating the winnings. And if it's decided it was all a technical error you're really screwed

These stalling tactics go way beyond normal verification I feel, and to say casinos stretch this scenario is somewhat of an understatement

Its a pis take at best

I small roll but can get a few quid spent in a day belive me, Soon as I seen the thread I knew we was not talking small change, I can complete understand the casino stance but sort it ASAP

Like I said to me it does not matter if its a £100 or £100.000 but it seems casino take note when there is a win and things are corrupt, perfectly ok to lose the cash than there is nothing wrong,

I am here to help out or give my opinion, and thats not going to change what I think, I been gambling near on 15 years on line on a daily bassis and I think I have the right to at least think what the score is, I not here to put any casino down or nor do I unless its done wrong

I do know that sum of the casinomister data is wrong and takes time to update but surley any respectable casino would inform the boss about any limits ect

Young Nicola must be in good hands

I've withdrawn from a lot and higher amounts than that. 400k not 850 lol

Edit:: I will speak up all day about this situation, let it be for a few £ or a few hundred £

 

[DreamRJ]

Well done mate, nice win to get on a low stake

hopefully not all spent by now, I think I would of give up if I won that, sorted a few peeps on here a fe spins and done a few big rolls and be done with with it

yeah of course it has all gone now lol, I had a great time spending it all though got some nice new gear and had some crazy times doing some higher bets too but I enjoyed every minute of it even though i lost a lot of it back

I love gambling and being entertained so losing it back didnt hurt me.

 

[lockinlove]

I know there have to be certain KYC procedures in place, but four days? Not levelled just at LeoVegas but casinos are extremely quick at taking pretty much any deposit amount it seems, and when games play dodgily players are branded tinfoilers etc.

Player wins big and suddenly it's time to call the FBI, call the game suppliers and have a public enquiry as to how someone could possibly get a good result on their games + pour over every placed bet with a fine comb to find a way of confiscating the winnings. And if it's decided it was all a technical error you're really screwed

These stalling tactics go way beyond normal verification I feel, and to say casinos stretch this scenario is somewhat of an understatement

lol the FBI

It sure is funny these multi million dollar companies act when someone hits something nice. They are in shock that a gambling session actually paid off. Its like they think thats strange, that should never happen!

Rigged!

 

[Playford7]

thanks for all responses. well the total balance is 40k, but they have a withdrawal limit of 4k at a time; so the withdrawal is 4k.
i spoke to livechat yesterday, laurence, and he was helpful and I don't like complaining at all at a casino where i've been so lucky.. I just wish it was a quicker process? He explained something along the lines of although my documents were accepted first time, they have needed to be checked a second time and then a 3rd time by a senior agent, and then yesterday they were signed off/accepted by that agent, but require one more agent's approval - and he wasnt able to tell me when that particular employee is next in the office ("not privy to this information")

What a farce.
Congrats on the win though.
So your funds where left just happily able to reverse all this time, or was it locked or flushed?..
If not that's very poor behaviour by The casino, the only reason they don't all have lock or flush is rogue.
That should be a requirement for accreditation if I owned this place. But I don't, so it stands.

 

[babyjoker]

Id say over the years Leo Vegas stand out to me as a casino that are well known to stall players that win big and want to withdraw, it must surely be with the intention of you reversing it and playing/losing.

When they first started they were the type of casino that would stay on the line with you and approve things like ID etc and actually flush the withdrawal there and then, but as time has gone on I rarely hear anything with there name unless its to do with slow paying and messing people about. I mean as an example the OP has been told they don't know when the 3rd senior member will be back in work! What a load of bollocks!

Congrats on your win anyway and I hope you don't play it away or have to wait too long

 

[Biti]

lol the FBI

It sure is funny these multi million dollar companies act when someone hits something nice. They are in shock that a gambling session actually paid off. Its like they think thats strange, that should never happen!

Rigged!

Exactly this.

 

[Playford7]

Spelling error

Exactly this.

Unless there is total transparency, and honestly.
And simple things like 'lock withdrawl' 'flush withdrawal' put across the board then these problems won't ever go away.
They are still present as they earn the casino's a lot of money.
There's no denying why they are there.
If it affected the accreditation on here maybe we may see a small change.
It's clearly something that affects us all, beyond that it's morally and ethically bankrupt to have such stalling practices in place at so called 'decent' casino's.

 

[danchop]

reading this pissed me off,so i just closed my account.
No point in dreaming to win big here when youre going to be subjected to catching mental health problems

 

[spintee]

reading this pissed me off,so i just closed my account.
No point in dreaming to win big here when youre going to be subjected to catching mental health problems

I lost the plot years ago

but nether the less it does fuck with your head, just pay the god dam cash out

This site should know better, but did come under the lime light when letting people play fake cash streaming

I think James is the rep unless thats changed again, I thought he would of been in to sort it

If the OP lost the 850 and comlained that the slots was rolling funny than I bet he would of heard back withe the hour that slots are working fine

 

[The Blue Anchor]

Id say over the years Leo Vegas stand out to me as a casino that are well known to stall players that win big and want to withdraw, it must surely be with the intention of you reversing it and playing/losing.

this was exactly my experience a few years ago. Had a similar size withdrawal to the OP- although I was already verified, they insisted on going through it again and proceeded to stall for days giving varying excuses. Sadly I then played some of it back, which I guess was their intention. Was a horrible experience and they couldn't have been less helpful (whereas for normal size withdrawals I never had a problem).

I closed my a/c there and would never recommend them.

 

[Mr Wild]

Just some business intel.

As the new EU 4th directive came in to place in June. In theory, on a big win like this, Leo Vegas should do an Enhanced Due Diligence on the player. Normal KYC is not enough.

 

[colinsunderland]

I wonder if we all went on live chat and asked for them to check the gameplay for each of our last 1000 spins what they would say. Obviously if a £40000 win could be a result of a faulty game, then a £0 win could be faulty and it might have been supposed to pay £40k.

 

[mac72]

Just some business intel.

As the new EU 4th directive came in to place in June. In theory, on a big win like this, Leo Vegas should do an Enhanced Due Diligence on the player. Normal KYC is not enough.

Makes no sense whatsoever? Deposit thresholds yes for KYC on the player, a big win yes some "quick" checks alls in order with the gameplay but why would "winning" mean more KYC? They either know who you are or they don't - you can't be "half" verified

Sorry makes sense now, it's an EU directive , complete shower of clowns

 

[Mouche12]

Regardless of any EU Directive (which I agree doesn't make any sense when players have already been verified), Leo Vegas has done the extensive KYC or thorough double-check or stalling tactics, whatever may apply, on numerous occasions now prior to the existence of said directive.

Apparently, there are no issues with smaller withdrawals but high rollers better steer clear of this outfit.

What nags me the most is that the withdrawal is still reversible, they could have easily changed that while conducting 'their extensive due diligence'.

 

[Jasminebed]

If the OP requires further verification, his account should be locked down pending this further level of verification IMO. If what he has submitted is not good enough to pay him immediately, it should not be enough to allow him to continue to play on.

And how imcompetent is the staff that it requires a 3rd check of his documentation by a senior staff member, one that has not been done in almost a full week? Without even giving them a timeframe?

As for checking the win with the provider, it seems rare that a casino does this.

I can't see it as anything but a stalling measure, assuming there was no progressive win as part of the cashout.

If there was a progressive win, it is normal to have to check with the game provider.

I suggest the OP go ahead and make many more 4K withdrawals and get that balance out of his account.

 

[aceking123]

Standard procedure to check game wins although clearly it does not take a week a matter of hours on week days , seems a stalling tactic nothing more , hope the ops never plays there again , that would be justice for the messing around.

 

[Mr Wild]

Makes no sense whatsoever? Deposit thresholds yes for KYC on the player, a big win yes some "quick" checks alls in order with the gameplay but why would "winning" mean more KYC? They either know who you are or they don't - you can't be "half" verified

Sorry makes sense now, it's an EU directive , complete shower of clowns

Its not the winnings, its the transaction sum. Has to be done on both deposit or withdrawal on transaction of this size.
With the 4th directive, casinos are seen as a financial service, as a bank basically. In other words a nightmare for both players and operators.

One more thing, it cost shit loads to be able to do everything that is required, in the end that mean less bonus/promotions for players.

 

[Mouche12]

Its not the winnings, its the transaction sum. Has to be done on both deposit or withdrawal on transaction of this size.
With the 4th directive, casinos are seen as a financial service, as a bank basically. In other words a nightmare for both players and operators.

One more thing, it cost shit loads to be able to do everything that is required, in the end that mean less bonus/promotions for players.

And if casinos refuse to do enhanced due diligence when large sums are involved in a single transaction, what happens exactly? Is there a Europan watchdog meting out substantial penalties or something?

 

[Mr Wild]

And if casinos refuse to do enhanced due diligence when large sums are involved in a single transaction, what happens exactly? Is there a European watchdog meting out substantial penalties or something?

Well, there are substantial penalties. Its up to each country to implement a system to make sure companies comply with the directive. Most countries in EU has not manage to get this in place yet.

 

[Mouche12]

Well, there are substantial penalties. Its up to each country to implement a system to make sure companies comply with the directive. Most countries in EU has not manage to get this in place yet.

Yet, if casinos confiscate winnings without being entitled to do so (rogues) or stall withdrawals (see Bet365 in the other threads), no penalties await them. It's solely up to the player to take (legal) action to retrieve what is rightfully his.

With this new Directive, casinos could try to stall withdrawals even longer under the pretence of conducting enhanced due diligence, even for loyal customers who have long been verified. It's highly unfair and very much to the disadvantage of players.

 

[Jasminebed]

So what exactly is expected of players and casinos for enhanced due diligence, beyond the KYC we already expect and comply with? And will it be applied to those not in the EU?

Can you give us a general idea of the amounts involved as well? I know here in Canada, funds over 10K need to be questioned (not necessarily casino related).

 

[Mr Wild]

Yet, if casinos confiscate winnings without being entitled to do so (rogues) or stall withdrawals (see Bet365 in the other threads), no penalties await them. It's solely up to the player to take (legal) action to retrieve what is rightfully his.

With this new Directive, casinos could try to stall withdrawals even longer under the pretence of conducting enhanced due diligence, even for loyal customers who have long been verified. It's highly unfair and very much to the disadvantage of players.

That is true.

UK players are more protect regarding this however, but rest of EU is another story. Its important to chose the right casino to play at.

 

[Gonzo]

Imagen u go to the local casino copuple of days and loose lets say 30k and on the last day u hit big 40k. And they say sorry sir but we need to chek te slot for a week it completley sik that we players accept this from onlinecasinos. They exist because off us but they dont care about it. The rule the world if u ask them.

 

[Json]

can a moderator please update this thread as resolved now?
today my withdrawal has been approved and they have said if i go on livechat they will process the remaining balance there and then as requested

i am overall very happy i deposited and played here, the customer service agents were all trying hard to help during the issue, but i suppose they just needed time to check things i suppose and doesnt actually seem like they were really trying to stall as the title suggested - sorry for any negative PR i feel very bad for that after winning here !

thanks again to leovegas, sorry for this thread!

 

[mac72]

can a moderator please update this thread as resolved now?
today my withdrawal has been approved and they have said if i go on livechat they will process the remaining balance there and then as requested

i am overall very happy i deposited and played here, the customer service agents were all trying hard to help during the issue, but i suppose they just needed time to check things i suppose and doesnt actually seem like they were really trying to stall as the title suggested - sorry for any negative PR i feel very bad for that after winning here !

thanks again to leovegas, sorry for this thread!

I am delighted to see that and congrats on your win.I did PM Johan on this ,he replied quickly and he said he would get his colleague James to reach out to you and try to get it resolved. I've been with them quite a while now but have only started using them a lot this last couple of months and i have always found them absolutely top notch, i've never had a withdrawal that wasn't paid instantly and i had an issue with the Rhino a few weeks back where symbols were "sticking" between spins and it showed clearly a 80times win but paid 2 times.They took it up with WMS and the response wasn't favourable from them but Johan made it up to me, though i stay away from the HTML version of Rhino now as its just way to glitchly.
Don't think you need to apologise one bit,most on here would be getting nervous but i do think from my own personal experience that they are a trustworthly outfit and i have found Johan super responsive and exceedingly polite and courteous in any of my dealings with him but i'm also glad you started the thread as its good to see large winnings paid "relatively" hassle free.

 

[mina1929]

Congrats on the win

Now I know why I have been losing there