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LeoVegas – Can’t withdrawal my winnings

Ruling

Resolved - Once this player met the standard security verification requirements we assume Leo Vegas casino paid their withdrawal in full.

Read our Leo Vegas Casino Review.

Player's Complaint

I have recently signed up with LeoVegas. I have made numerous deposits via paysafe. I won $500 and after trying to withdrawal it has said payment pending. I then received an email from them asking for proof of identity. I sent in what I have, which is a proof of age photo ID (issued 2002), it has no expiry date. Also I sent in a current bank statement, my pension card, a water bill, and some other bills. I don't have a licence anymore, and was issued the proof of age card after my licence expired. I don't have a passport.

was told that it's not enough verification. I was asked to send in my birth certificate along with me holding it up to my face. I did numerous of pics with my original copy of my birth certificate. I was then told again that it wasn't enough and I need another form of photo ID. I don't have anymore. I can send in what ever I can, Medicare card etc. So my payment is still pending and I haven't received any emails back in reply to all of this. I feel ripped off. I'm not dodgy and I am happy to send in what ever else I can. I am very frustrated and I won't be making anymore deposits to this game until this is resolved.

So what am I to do? I can go and apply for a new proof of age here at vic roads but that is a process and it takes time for it to be sent in the mail. I thought what I provided was enough form of ID. I'm not happy and not happy that they haven't tried to work with me on resolving this.

Read the casino review

6 Responses

ThePOGG
Jul 12, 2016

Hi pinkichicky - welcome to ThePOGG.com!

Reading your complaint, it seems likely that LeoVegas suspect your account of being run by someone other than the named account holder. That would explain the requirements for you to hold your ID beside your face and take a picture. If that's the case then it's very unlikely you'll get paid without meeting the exact ID standards required as this is a fraud prevention issue and the operator would be in violation of their license if they did otherwise.

I'm happy to speak to LeoVegas for you and find out exactly what they require. Before I can do that however I need you to provide me with the username and email address you use at LeoVegas casino. It would also be useful to know what the disputed balance is?

Thanks,

ThePOGG

ThePOGG
Jul 13, 2016

Hi pinkichicky,

I've spoken to LeoVegas.

The problems are as follows:

With regard to your proof of age photo ID - because this is of the old format that doesn't have an expiry date they are not allowed to accept that as proof of ID.

As to the birth certificate - the will accept this as proof of ID but only for UK customers. Unfortunately the team member who requested this hadn't checked your country of residence before making the request.

The above being the case I was wrong. There's no suspicion that someone other than the named account holder is running your account, they just need to meet their anti-fraud security requirements before they can pay you.

The only thing I can suggest is that you apply for a new Proof of Age card or a passport - whichever is cheaper/quicker. I have spoken to LeoVegas about this and they've made clear that they're no issue with the delays on the ID being submitted and that they will be happy to pay out as/when you've managed to get the relevant document. I've had a quick look at the Australian Government website and the fees for a Proof of Age card and it appears that fees for this range from $6-$65 depending on which state you live in. A new passport is $254. As such I'd suggest the Proof of Age card would be the better option.

I'm sorry, I realise this is a significant inconvenience but the operator would risk their license if they failed to confirm your identity properly and given that the balance at stake is significantly more than the potential fees it would still be a big overall gain to get paid. I'd also say that with a new ID card you're far less likely to encounter this problem again with another operator.

If you could let me know how you wish to progress I'll keep the operator informed.

Thanks,

ThePOGG

ThePOGG
Jul 13, 2016

Hi pinkichicky,

Thanks for your email and I'm glad this has helped you understand the situation!

I'm going to hold this complaint open until you've received your new ID and managed to get successfully paid by LeoVegas. If you could update me on your progress I'd very much appreciate it.

All the best,

ThePOGG

ThePOGG
Aug 15, 2016

Hi pinkichicky,

Have you had any success getting new ID?

Thanks,

ThePOGG

ThePOGG
Sep 02, 2016

Hi pinkichicky,

Checking in again to see if you've managed to get the required ID?

Thanks,

ThePOGG

ThePOGG
Sep 19, 2016

Hi pinkichicky,

If I haven't heard back from you by Friday the 23rd of September I'll assume you no longer require our assistance with this issue.

Thanks,

ThePOGG

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