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Hi Valentinoo00512,

Please read our Complaint Guidance and our Complaints FAQ to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 6th of June let us know and we'll contact the operator on your behalf.

Thanks,
CasinoReviews.com Complaints Team

Hi Valentinoo00512,

Are you still experiencing issues?

Thanks,

CasinoReviews.com Complaints Team

Hi,

Thanks for your message.

Please change my username to: **PlayerComplainant005**

Yes — I’m still experiencing the exact same issue. My account is locked, and **€100,000 remains frozen**, despite the fact that I have **submitted every single document that has been requested of me**.

I’ve fully complied with the KYC process and responded promptly to all verification requests. Despite this, my account has now been locked for over **two weeks**, and I’ve received nothing but repeated, generic responses from LeoVegas support.

As today is past **Friday, June 6th**, I kindly request that you now proceed to contact the operator on my behalf.

I am also preparing a formal complaint to the **Malta Gaming Authority (MGA)** and can provide full documentation if needed.

Best regards,
PlayerComplainant005

These been the answer all time everyday like 2 weeks

Hi PlayerComplainant005,

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.

Please use the forward function on your emails rather than taking screenshots.

Thanks,

CasinoReviews.com Complaints Team

Hi PlayerComplainant005,

As we are the ADR for the LeoVegas Gaming plc license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – https://casinoreviews.com/terms-of-use

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

Can you please confirm that you consent to our service sharing your personal information with the following parties, and that you consent to these parties sharing your personal with our service:


- LeoVegas
- LeoVegas Gaming plc
- LeoVegas Affiliates
- Malta Gaming Authority

Thanks,

CasinoReviews.com Complaints Team

I can confirm that you can share all my information with those operators

Hi player348923,

Thanks for the confirmation. We'll contact the operator and see what we can find out for you.

CasinoReviews.com Complaints Team

Date – 01/07/2025

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 08/07/2025

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 1507/2025

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 24/07/2025

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 05/08/2025

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 11/08/2025

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 19/08/2025

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hi PlayerComplaint005,

Thank you for your patience while our team reviewed this matter. Unfortunately we will be unable to uphold your claim.

Having reviewed the of LeoVegas and other 3rd party stakeholders, that alongside other issues with your account activity, you have deposited via a payment method that does not belong to you. We would direct your attention to the following term, which you accepted at point of registration:


> "4.1.11. (You shall only use funds, credit cards and other financial instruments that are valid and lawfully belong to You, when depositing or withdrawing funds to, and from Your Member Account.)"


Given these issues, the operator is within their rights to consider the play in question void, and refund the deposits made to the account to the payment account holder.

Whilst we appreciate that this is not the outcome you were hoping for, due to various factors associated with your account activity we are unable to provide any further comment on this case.

Sorry we cannot be of further assistance,

CasinoReviews.com Complaints Team

Found for the Operator - This player deposited via a third party payment method, alongside other issues, which is  a breach of the operator's terms of use.

**Subject: Official Complaint Regarding LeoVegas – Unpaid €100,000 Winnings & Premature Account Closure**

Dear Complaints Team,

I am submitting this formal complaint concerning **LeoVegas** casino in relation to a serious issue involving the **non-payment of a €100,000 win** and the **premature closure of my player account**, which effectively blocked me from completing the required verification process.

**Key Details:**

- **Casino:** LeoVegas
- **Game:** Mental (by Nolimit City)
- **Win amount:** ~€100,000
- **Date of win:** Around 22 May 2025
- **Account closure:** Around 24 May 2025
- **Original email linked to account:** ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇
- **Requested email change (communicated to support):** ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

**Summary of Events:**

1. I won approximately €100,000 on the game _Mental_.
2. Before I could complete the withdrawal, **LeoVegas shut down my account without prior warning** on Around 24 May 2025.
3. After the closure, they requested various KYC documents – which I **had no ability to submit via my account**, but still sent via customer support.
4. They questioned deposits from a shared bank account (used by me and my partner), even though they had **already accepted multiple large deposits from that same account** in the past.
5. I provided written authorization from my partner allowing me to use the account.
6. They also raised an issue about a discrepancy in my date of birth on my ID versus the one on my account — I explained it was a mistake, and I am **legally of age**.
7. Customer support confirmed the issues were resolved, and I asked to update my email address as I had lost access to the original one.
8. Shortly after requesting the email update, **I was completely locked out** — my account could no longer be found by email or phone, and support said I needed to contact them using the _original_ email (which I had already explained I no longer had access to).

**Main Concerns:**

- LeoVegas **closed my account before I could complete verification**, yet still demanded documents.
- I complied and submitted all requested information via chat/email.
- My winnings have not been paid, and my account remains inaccessible.
- No clear or transparent reason has been provided for this action.
- Problems started only when i won.

**I am requesting the following:**

1. Restoration of access to my player account, or a copy of my full account history.
2. Immediate release of the €100,000 winnings I rightfully won and attempted to withdraw.
3. A formal explanation from LeoVegas for the sudden account closure and ongoing refusal to cooperate.

I am bringing this case to your attention for review under ADR (Alternative Dispute Resolution), as all reasonable attempts to resolve the issue directly with LeoVegas have failed.

Please let me know if further documents or clarifications are required. I appreciate your time and attention to this serious matter.

Sincerely,
▇▇▇▇▇▇▇▇▇▇▇▇▇▇
▇▇▇▇▇▇▇
27.05.2025

LeoVegas Casino - 100k account winnings banned

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