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LeoVegas – made a mistake but refuse to review

Ruling

Resolved - This player is non-responsive to our requests for further information and as such we assume that they've managed to resolve their issue.

Read our Leo Vegas Casino Review.

Player's Complaint

This is a long story, but I’ll make it short as much as I can.

This happened on January 23 at close to 12:30pm New Zealand time with LeoVegas. I was playing baccarat. Game table is baccarat controlled squeeze, dealer is [EDIT], hand number is [EDIT]. When the dealer dealt the cards, one of the cards was not scanned, so she notified the supervising manager on duty to manually enter the cards. When all 6 cards were shown on the table, they are: player’s hand in order Queen of spades, King of spades, 6 of clubs, banker’s hand in order 3 of clubs, 7 of diamonds, 7 of hearts. So the player’s cards total 0-0-6, and the banker’s cards total 3-7-7. This means banker wins 7 over 6. When the manager manually entered the cards into the system, he entered them in the order of the cards being dealt. He entered Queen of spades, 6 of clubs, King of spades, and instead of entering 7 of diamonds shown on the table, he repeated what he had done for player, he entered King of spades again for banker. He then entered the third cards for player and banker, 6 of clubs, 7 of hearts. This has changed the result of the hand, which is player 0-0-6 winning over 3-0-7. The dealer saw the mistake, and paused there, waiting for the manager to correct. But unfortunately the manager was gone. So the dealer waited there for nearly 2 minutes. This gave me the chance to use my cellphone to take a screen shot of the hand (normally, when a hand finishes, the dealer dismissed the cards straight away, you never have the time to take a photo). I raised the issue with leo support through live chat, they looked at the matter, as they couldn’t see anything wrong in the system, they told me there is nothing wrong with this hand. Of course there is nothing wrong with it, as the system shows whatever is entered correct, whether it is entered correctly or not. So on the following day, I emailed my screenshot to leo support. However, they say the decision was made, and it is the right decision, there is nothing wrong with that hand, player won, banker lost. What is worse, when I chatted with leo in live chat, the girl suggested the photo I provided could be taken any time from any shoe, as there is no time stamped on it, and the photo is too blurry to see. I asked her to tell me whether the second card for banker is a picture or not many times, but she never answered me, which indicates to me she can see it’s not a picture. I also ask her to check property of the photo to see when it was taken, but she said she couldn’t find it. What she really suggest is I fabricated a story, and there is nothing wrong with leo. This really made me crazy. Is it worthwhile for me to fabricate a photo because of a $20 bet? I have asked them to show the photo to the dealer and ask her to confirm, but nobody listened. They insist leo’s decision is correct, I am wrong. On that hand, 93% was bet on banker and 7% was on player. I don’t know if leo will review the matter if 93% was bet on player.

I lodge this complaint not because of my money, but because of the truth! If an online casino support people choose to escalate the matter, I’m more than happy to comply.

Read the casino review

4 Responses

ThePOGG
Jan 29, 2018

Hi allan2 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Feb 19, 2018

Hi allan2,

I've had a lengthy conversation with LeoVegas about Data Protection and Privacy of player information now and they have decided that they are willing to talk to us about complaints. If you still want us to talk to them on your behalf you have to directly provide the operator with permission to discuss your account with representatives of ThePOGG.com.

If you could email them providing this permission and CC [email protected] I'll follow-up with the operator once you have done that.

Thanks,

ThePOGG

ThePOGG
Feb 26, 2018

Hi allan2,

I'm following up on the above?

Thanks,

ThePOGG

ThePOGG
Mar 05, 2018

Hi allan2,

If we haven't heard back from you by Friday the 16th of March I'll assume you no longer require our assistance with this issue and close this complaint.

Thanks,

ThePOGG

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