LeoVegas Casino - A retirada do jogador não foi processada.

I made a withdrawal request 3 days ago and it still hasn't logged into my account, can you help me ??

Fiz uma solicitação de retirada a 3 dias atrás e ainda não caiu em minha conta, pode me ajudar ??

Dear Valéria,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Got it, I'll wait Thank you for your attention 🤝

Entendi, irei esperar Obrigada pela atenção 🤝

Hello the withdrawal request I made, I go back to my account, what happened ????

Olá a solicitação de retirada que fiz volto pra minha conta, oque houve ????

Can you help me?

Pode me ajudar?

Valéria, have you tried contacting the casino regarding this issue? I believe that it is the quickest way to find out the reason. Please, forward me all the relevant communication between you and the casino. My email address is kristina.s@casino.guru.

Sorry I have no idea how to talk to them

Desculpe não faço ideia de como falar com eles

You can find all contact information here:

https://www.leovegas.com/pt-br/suporte

I will enter this link

Irei entrar nesse link

I apologize, but I am not sure I understand. Could you please clarify if you have already managed to get in touch with the casino?

Sorry I don't have Internet so I didn't answer you

Desculpa eu ando sem Internet por isso nao respondi voce

Have you made any successful withdrawals before? Could you please confirm that you passed the verification?

Also, if you managed to get in touch with the casino, please forward all the relevant communication to kristina.s@casino.guru. Thank you in advance.

Not being able to get in touch, I forgot this important detail about the casino verification, can't you help me? I asked the casino for help but they still don't answer.

Não conseguir entrar em contato, esqueci desse detalhe im portante a verificação do casino, não tem como você me ajudar ? eu pedi ajuda ao casino mais ainda não me respo deram

Valéria, I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Valéria,

I'm Nick and I'll be assisting you from now on. I would like to ask LeoVegas Casino to join us and help us resolve the player's issue.

I appreciate your help Nick 👍

Eu agradeço sua ajuda Nick 👍

Dear Valéria,

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing.

Unfortunately, due to GDPR I am unable to look into this for you here.

I kindly ask that you email support@leovegas.com detailing the query and putting: FAO Fiona/Nil as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Leovegas Group

Dear Valéria,

Please do as the casino advises and send them the e-mail with all the information they requested. Please also keep us updated regarding the case. You can also forward any relevant proof or communication to nikolas.b@casino.guru.

Regards,

Nick

Dear Valéria,

We haven't hear from you in a while. Please note that we will be forced to reject the complaint if we won't get any respond within the next 7 days.

Hi I'm waiting for response from the casino too

Oi estou esperando resposta do cassino tbm

Hi Nick I already sent my document twice to be processed and they rejected it twice, I don't know if there's something wrong, if there's something wrong with the way I took the picture

Olá Nick já enviei 2 vezes meu documento para ser processado e eles rejeitaram 2 vezes, não sei se ah algo de errado, se tem alguma coisa errada do jeito que tirei a foto

Thank you for the respond. Please keep us updated and let us know if the casino will respond to you.

Ok

Dear LeoVegas,

Is there any way to inform the player about what might be wrong with the uploaded documents?

Hi Nick my ID has already been approved, now I just need to wait they replied to send my proof of address

Olá Nick minha identidade já foi aprovada, agora só preciso esperar eles me responderam pra enviar meu comprovante de endereço

Hi Nick my proof of address has been approved!!

Does this mean that I can withdraw money from my account?

Olá Nick meu comprovante de endereço foi aprovado !!

Isso significa que já posso fazer retirada do da minha conta ?

Hi Nick,

This is LeoVegas Group calling.

Have you tried to withdraw?

Best Regards

LeoVegas Team

Dear Valéria,

Please let us know if you are able to make a withdrawal so we can close the complaint.

Looking forward to your answer.

I did the withdrawal process yesterday, even agr hasn't dropped into my account I'll let you know if it drops

Fiz o processo de retirada ontem, até agr ainda não caiu em minha conta eu aviso se cair

Hi Nick hasn't dropped anything on my account yet.

Does it take that long?

Olá Nick ainda não caiu nada em minha conta

Demora tanto assim ?

Dear Valéria,

Please take into consideration that they will probably won't process it during weekend. I would recommend to wait at least until the end of the week.

Regards,

Nick

Ok, whatever I'll let you know ok

Ok, qual quer coisa eu aviso ok

Hi Nick the money came back from the withdrawal request I made

Olá Nick o dinheiro voltou da solicitação de retirada que fiz

hello casino answer me pfv

Olá casino me responda pfv

Dear LeoVegas,

Could you please inform us why was the withdrawal request rejected?

Hi ?

Oi ?

No one will answer me???

Ninguém vai me responder ???

They won't help me anymore ????????????

Não vão mais me ajudar ????????????

Hello Valéria,

We would kindly ask you to reach out to our Customer Support team via email.

You can send your questions to ajuda-br@leovegas.com, however, it is important to make sure you are contacting us from your registered email address to be able to look into your query.

Please also note that we have no intention to withhold winnings from players and that we will do our utmost best to process your withdrawal once our Customer Support had a chance to look at it.

We are looking forward to hearing from you and to resolving your query.

Thank you in advance and have a nice day!

LeoVegas Group

Hi Valéria,

Thank you for your quick reply. Please make sure that you are sending your email to the below email address in order for us to receive it:

Email Address: ajuda-br@leovegas.com

Thank you in advance!

Best Regards,

LeoVegas Group

Dear Veléria,

Please send everything the casino requests to the correct e-mail address and let us know about the outcome as soon as possible. Will be waiting for your respond.

Regards,

Nick

I sent the email as the casino leo vegas asked me and this was the answer, so far I'm waiting

I just want him to tell me if I can make the withdrawal request now

mandei o e-mail como o casino leo vegas me pediu e essa foi a resposta, até agora estou no aguardo

Eu só quero que ele me digam se eu já posso fazer a solicitação de retirada

I sent an email again to casino leo vegas, so far they have not given me a response

Mandei denovo um e-mail pro casino leo vegas, até agora não me deram uma resposta

Dear LeoVegas,

I know you previously asked the player to contact you via e-mail and not here but seemingly the player did not receive any assistance there as well.

Keep us updated Valeria if they would answer, I would also like to ask LeoVegas to provide an answer here.

I'll let you know if I get any response Nick

Avisarei se caso eu receber alguma reposta Nick

Dear Valéria,

Thank you again for your reply and update.

Once we received your request to ajuda-br@leovegas.com, we will happily assist you with your withdrawal request.

Thank you in advance!

Best Regards,

LeoVegas Group

Sorry..... but I already sent about 2 emails to this email address and no one replied

Desculpa..... mais já enviei uns 2 e-mail pra esse endereço de e-mail e ninguém me respondeu

Hi Valéria,

Thank you for your quick response once again.

In order to be able to help you further, I would kindly ask you to confirm that you have used the email address provided here on CasinoGuru to contact LeoVegas`.

Additionally, could you kindly inform me of the date and time you have contacted LeoVegas last?

Lastly, it would be extremely helpful if you could provide us with a screenshot showing the email you have sent, as well as the sender and receiver information.

Thank you for your cooperation.

Best Regards,

LeoVegas Group

Hi Valéria,

Thank you for providing us with the information as requested.

In order to assist you with your request, we would kindly ask you to follow the advice provided by our Customer Support team. Should you have any difficulties, we would love to hear from you on our LiveChat where we can assist you further.

Thank you for your cooperation.

Best Regards,

LeoVegas Group

NICK PLEASE HELP ME HERE, I DON'T UNDERSTAND ANYTHING ELSE

NICK POR FAVOR PODE ME AJUDAR AQUI, NÃO TO ENTENDENDO MAIS NADA

Dear Valéria,

Based on the e-mail you showed, you had multiple accounts in LeoVegas and the one under the e-mail mentioned remains open. Are you able to login and request a withdrawal now?

I can yes

Posso sim

WITHDRAWAL REQUESTED

RETIRADA SOLICITADA

Dear Valéria,

Please keep us updated regarding the withdrawal. Also keep in mind that you are allowed to open only 1 account in any online casino and creating multiple ones is against the casino terms.

Regards,

Nick

Hello Nick, just passing by to let you know that the withdrawal amount has not yet entered my account, as soon as it does I will confirm here

Olá Nick só passando pra avisar que o valor da retirada ainda não caiu em minha conta, assim que cair eu venho confirmar aqui

Dear LeoVegas,

As the player requested the withdrawal aprox. a week ago, could you please inform us how long should it take or at least if there is everything all right with the request?

Hello Valéria and Nick,

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email suppor­­­­­­­t­­@leovegas.com detailing the above and putting: FAO Fiona/Nil as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Just dropping by to let you know that my withdrawal has been canceled

Só passando pra avisar que minha retirada foi cancelada

Dear Valéria,

Did the casino respond to you anything by mail?

No Nick

Não Nick

Dear Valéria,

Did you check your e-mail box in silvacardoso1977@gmail.com? All the information should be there based on what the casino wrote. Are you able to access that e-mail?

Yes Nick I will do it

Sim Nick, vou fazer isso

Let us know once you access it and read all the casino instructions. Please forward them too to nikolas.b@casino.guru or keep us updated.

Regards,

Nick

Hi Nick, I managed to access the email and I apologize to Léo vegas casino, I did not know that I would have a problem with the e-mail, I sent an e-mail correctly to Léo vegas casino, with the correct e-mail now

Olá Nick, consegui acessar o e-mail e peço desculpas ao casino Léo vegas, eu não sabia que teria problema com o e-mail, eu mandei um e-mail corretamente para o casino do Léo vegas, com o e-mail correto agora

Documents approved, now can I make a withdrawal?

Documentos aprovados, agora sim eu posso fazer uma retirada ?

Hello Valéria,

You can try now as your documents are approved. Please let us know about it's status.

I will make a withdrawal request now Nick

Vou fazer uma solicitação de retirada agora Nick