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Leo Vegas – Self exclusion confusion

Ruling

Resolved - The operator informs us that a self-exclusion issue has been resolved and the player paid. The player is non-responsive so we assume they are happy.

Read our Leo Vegas Casino Review.

Player's Complaint

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

Read the casino review

4 Responses

ThePOGG
Jan 09, 2019

Hi gavvyh - welcome to ThePOGG.com!

I appreciate your frustration in this situation, however Leo Vegas are required by their license to carry over a self-exclusion at one property they own to all other properties they own.

I can contact Leo Vegas - though whether they will be willing to discuss this issue with us is questionable - but if the bet has not been concluded it is likely that the Gambling Commission would require it was cancelled at the point of the self-exclusion. I'll check with the regulator but you should expect this to take some time.

Thanks,

ThePOGG

ThePOGG
Jan 29, 2019

Hi gavvyh,

I've had a conversation with both the UKGC and the operator about this issue now. LeoVegas inform me that the issue has been resolved and you were paid on the 14th of January. Can you confirm this?

Thanks,

ThePOGG

ThePOGG
Feb 08, 2019

Hi gavvyh,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Feb 15, 2019

Hi gavvyh,

If we have not heard from you by Friday the 22nd of February I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG

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Agreement

gavvyh consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Leo Vegas
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • LeoVegas Gaming Ltd

January 7, 2019