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LeoVegas – blocked account

Ruling

Found for the Casino - Having reviewed the documentation this player submitted to LeoVegas, there are substantial factors that lead us to believe that the this is not genuine government issue ID. As such we will take no further part in the representation of this player.

Read our LeoVegas Casino Review.

Player's Complaint

I registered on LeoVegas on 16/2/16, had a strong of real good luck, getting my balance up to about 30,000gbp which was about 15x my deposit, unfortunately the luck didn't hold and I ended up loosing almost all of it as is often the case with impulse gaming! I was left with around a 650gbp balance and attempted to withdraw 100gbp back to my card and received a request for ID.

I sent in my utility bill followed by my driving license a few days later and then was asked to send in a copy of me holding my driving license up to my face, which after some deliberation, I begrudgingly sent them a snap of my holding my ID, then I received another request for a clearer copy, so I took a couple more and sent them in, few days passed and I received yet another request, this time for my passport. I explained I have not had a UK passport for many years but I may be able to send in a copy of my expired passport should I be able to find it as it was stored at a relatives during a house move, I couldn't find it anywhere but as luck would have it already had a copy of it in my sent emails from a job application some years back. I sent this over to them.

At this stage the VIP manager I was dealing with ([EDIT]) seemed happy with the collection of ID and passed it to the verification team, this was 2 weeks ago. During the first week not much happened, then at the end of the first week the verification team requested yet another copy of me holding my ID next to my face (this would be the 4th or 5th photo), I complied and sent them yet another copy of me holding my ID. The second week passed and I just received a daily 'were sorry its taking so long' return email on a daily basis.

Today finally the casino gave me the resolution, although its by far what I expected!

and I quote

"[EDIT] (LeoVegas)

Mar 17, 18:57

Hello [EDIT],

I hope this email finds you well.

Our payments team have reviewed you documents and these have not be approved.

The decision to close your account with us permanently has been made on the back of this and you are no longer welcome to play in the casino.

Please see our Terms & Conditions, paragraph 1:14:

“If You open or attempt to open more than one account, for whatever reason, LeoVegas may block or close any or all of Your accounts at its discretion.

If you should have any questions regarding this, or if there is anything else that we can help you with, you can contact us on email, phone or live chat 24/7, and we will be happy to assist you.

Wishing you a pleasant evening

Best regards

[EDIT]

Leo Vegas, Customer Support"

I really can't understand how they can come to this decision when they have countless copies of me holding my ID next to my face!! Its just daylight robbery! Also I have never had a leovegas account before so their attempt at bringing terms and conditions into this case to give it leverage is laughable at best...

Please could you help me resolve this amicably.

Kind Regards,

[EDIT]

Read the casino review

2 Responses

ThePOGG
Mar 18, 2016

Hi ianburgum67 - welcome to ThePOGG.com!

Before we go any further with this I need you to provide me with your username and email address at LeoVegas and it would also be helpful if you could forward on the emails you've sent to LeoVegas containing your ID to [email protected]

Once I have this information I'll review the documentation and approach the operator.

Thanks,

ThePOGG

ThePOGG
Mar 23, 2016

Having reviewed the documentation submitted by this player there are clear indications that the identification submitted is non-genuine.

As such we will take no further part in the representation of this case.

ThePOGG

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