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Hi Marina460 - welcome back.

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

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.

The operator hasn't closed your account for no reason. As is evidenced by the term that they've directed you to in their response, they clearly have concerns about the authenticity of the documents that you have provided during verification.

Please forward all communications you have had with the operator about this matter, including all documents that you have submitted during the verification process, to complaints@casinoreviews.com.

Thanks,

CasinoReviews.com Complaints Team

Hi Marina460,

Thank you for your email.

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:


- Leo Vegas
- LeoVegas Gaming plc
- Leo Vegas Affiliates
- MGA

Thanks,

CasinoReviews.com Complaints Team

Hello,

yes no problem. i confirm.

best regards

▇▇▇▇▇▇

Hi Marina460,

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

CasinoReviews.com Complaints Team

Date – 25/08/2024

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 – 01/09/2024

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 – 08/09/2024

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 – 15/09/2024

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 – 22/09/2024

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 – 29/09/2024

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 – 06/10/2024

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 Marina460,

The operator informs us that they have sent you a new request for verification documents. Can you please engage with that request and let us know once you have done so?

Thanks,

CasinoReviews.com Complaints Team

Hi Marina460,

Have you provided the requested documents?

Thanks,

CasinoReviews.com Complaints Team

Hi Marina460,

We're following-up on our previous communication - have you provided the requested documents?

Thanks,

CasinoReviews.com Complaints Team

Hello,

provider sent me an email with the new request, but i cant upload the document because i have n entry to my account. I sent this Information to the provider too. So we have to wait.

Thank you and best regards

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

Date – 03/11/2024

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 – 10/11/2024

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 Marina460,

You have recently submitted new documentation to LeoVegas. Please forward these documents to complaints@casinoreviews.com.

Thanks,

CasinoReviews.com Complaints Team

Hi Marina460,

Thank you for your email. Please forward the documents to complaints@casinoreviews.com.

CasinoReviews.com Complaints Team

Date – 24/11/2024

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 Marina460,

After a detailed review of this case, we would direct you to our terms of use, which you agreed to at point of submission:


> "5.6.7 Where, based on information made available to this service during the course of our review of a complaint, or group of complaints, it is the professional opinion of this service that one or more of the parties to the complaint has, or may have, engaged in potentially criminal activity, this service reserves the right to restrict the disclosure of information relating to the complaint to one or both parties and may, at its sole discretion, choose to file appropriate reports with relevant regulatory and law enforcement agencies."




> "5.11.10 If either party to the dispute has, in CasinoReviews.com's sole opinion, misled our team, omitted to mention material facts, misrepresented the circumstances surrounding a claim or does not comply with other requirements set out within these Terms and Conditions, or any agreement between
>
> CasinoReviews.com and the Operator."



> ### **"5.13 Information Required Before a Complaint Can Be Processed**
>
>
>
> Before we can start to investigate your complaint we require the following information:
>
> · Your full name;
>
> · The email address where you wish to receive communications relevant to your complaint;
>
> · Your country of residence;
>
> · The name and/or URL of the involved gambling operator;
>
> · Your username at the involved gambling operator;
>
> · The email address your account is registered to with the gambling operator;
>
> · The amount being contested;
>
> · Details of the nature of the complaint (including relevant dates), and where possible transaction records.
>
>
>
> Where you provide incomplete, inaccurate, or false information at the point of submission of your compliant, or during our team’s investigation of your issue, this will slow down the management of your complaint and may lead to us discontinuing our involvement in the management of your claim."


This service will be discontinuing our involvement in the management of this claim and will engage in no further communication about this matter.

CasinoReviews.com Complaints Team

Found for the Operator - Due to multiple breaches of our terms of use this case has been closed. No further discussion of this matter will be engaged.

I have been playing with this provider for several months. Now they don't want to pay out and have simply closed my account for no reason. I hope you can help me.

Thank you and best regards
▇▇▇▇▇▇

LeoVegas Casino - Provider does not want to pay out and has closed account

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