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Leo Vegas – took away my winnings after 3 emails comfirming my win

Ruling

Found for the Casino - The details of this case are a little unclear, but it appears that the player misunderstood the terms of the bonus and inadvertently placed bets above the maximum allowed.

Read our LeoVegas Casino Review.

Player's Complaint

I had won £2000 after taking the advice of their CS agent to bet the maximum to get rid of the £325 I could not withdraw, which I was not happy about at all but did it anyway, I did and won big. The withdrawal process was going well and I had supplied all the documentation they asked for which again they had no problem with then right at the 11th hour they said I had breached a betting rule and took the lot back off me. If I had made a mistake why did they let the win happen and let it get to such a late stage before pulling the plug I have informed the gambling commision and have followed their complaints procedure ( no reply yet ) and will take it IBAS after that if I have no joy.

Read the casino review

4 Responses

ThePOGG
Oct 09, 2015

Hi adrock37 - welcome to ThePOGG.com!

I'm going to need more information before I could do anything to help you.

Firstly, why weren't you allowed to withdraw the £325?

Secondly, do you have the chat transcript where the agent told you to place max bets with the funds?

Were the winnings derived completely from this non-withdrawable £325? If so the winnings are likely to be non-withdrawable as well.

I also need to know your username and email address at LeoVegas casino.

Thanks,

ThePOGG

ThePOGG
Oct 10, 2015

Hi adrock37,

Thank you for your email.

Firstly I notice that you provided the password for your account in your email. Please don't ever do this. Your casino passwords provide access to financial information and as such should be kept secure at all time.

I obviously will not use this information and will delete it, but I'd still encourage you to change your password.

Regarding this issue, where did you see the bonus you claimed? My suspicion would be that you weren't allowed to withdraw the £325 because you had not completed the wagering requirement associated with the bonus and by then going on to place max bets you violated the below term:

14. The maximum bet allowed when using a bonus (until wagering requirements are met) is is £5 per spin and £0.5 per bet line.

If that's the case them without the evidence that you were instructed to place max bets by live chat there's nothing that could be done here. Even with the evidence, it's nowhere near a solid case.

If you provide the info on the bonus you claimed I'll take a further look.

Thanks,

ThePOGG

ThePOGG
Oct 12, 2015

Hi adrock37,

Thanks for your email, but I need you to provide the URL of the promotion you claimed so I can look at the terms specific to the bonus you claimed.

Thanks,

ThePOGG

ThePOGG
Oct 23, 2015

Hi adrock37,

I can't do anything further about this issue unless I can review the terms for the specific promotion. Could you provide the URL of the promotion you claimed?

Thanks,

ThePOGG

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