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Leo Vegas – Bonus Winnings Removed

Ruling

Found for the Casino - The player exceeded the maximum allowed bet while playing with a bonus. As such Leo Vegas are within their rights to void winnings.

Read our Leo Vegas Casino Review.

Player's Complaint

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

Read the casino review

3 Responses

ThePOGG
Mar 03, 2017

Hi thespooge84 - welcome to ThePOGG.com!

Unfortunately after reviewing your submission I'm afraid there's not going to be anything that we can do to help you in this instance.

When you accepted a bonus you accepted the terms and conditions that were associated with that bonus. In this instance you agreed not to bet more than £5. When you failed to comply with that agreement you invalidated the contract and as such the operator are within their rights to reset the conditions to those that existed before the contract began.

I do understand how frustrating this can be. I've lost a four figure balance in the past because I failed to spot that a specific variant of Blackjack was excluded from bonus play.

All I can suggest is that you ensure in future that you read the terms and conditions associated with any bonus you take before you start playing. I'd also highlight that maximum bet terms are very common in the industry today - having just reviewed our top operators, less that 10% do not have a maximum allowed bet associated with bonuses - so be very careful to check this rule before accepting a bonus.

Sorry we can't be of more help,

ThePOGG

thespooge84
Mar 03, 2017

Thanks for the response, now that i'm less angry and frustrated I do see why i'm not getting paid out. Nevermind, you live and learn

P.S - It didn't remove the stuff it was supposed too with your HTML ???

ThePOGG
Mar 03, 2017

Hi thespooge84,

Regarding the html - it's not html, just a reminder to me to remove that information before this thread is made visable to anyone other than us ;)

It never feels good to lose out on a win because of terms, I know how you feel :( But as you say, you live and learn.

And as a side note, we are stressing to the UKGC at the present time that the number of complaints would reduce significantly if operators would make the infrastructure investment to enforce these limits automatically, so hopefully over the next couple of years this type of issue will become a thing of the past.

ThePOGG

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