LeoVegas Casino IT - A conta do jogador foi encerrada.

I received a communication stating that Leovegas decided to permanently close my account, following a lengthy verification process that started in August.

First, let me clarify that I have not violated any terms and promptly submitted all the requested documents. I deposited substantial amounts and then won 15,000 euros, which I fully replayed on the platform. I am requesting a refund of 1,500€ for my deposits due to being deprived of bonuses, the VIP program, and all the benefits I was entitled to after replaying that amount on the site. However, I did not have the opportunity as they blocked my gaming account, depriving me of various services.

Ho ricevuto una comunicazione in cui leovegas ha deciso di chiudere definitivamente il mio conto, dopo una lunghissima verificata iniziata ad agosto.

Premetto che non ho violato alcun termini ed ho tempestivamente mandato tutti i documenti richiesti. Avendo depositato ingenti somme, e avendo poi vinto 15000 euro che ho interamente rigiocato sulla piattaforma. Richiedo il rimborso di 1500€ per i depositi da me effettuati, per la privazione dei bonus, del programma vip e di tutte le agevolazioni di cui avevo diritto dopo aver rigiocato tale somma sul sito, ma non ne ho avuto modo dato che mi hanno bloccato il conto gioco privandomi dei vari servizi.

Dear sabrina91297,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience with LeoVegas and the closure of your account.

To understand your case better and to see how we can assist, could you please clarify a few points?

• Could you confirm if there was any remaining balance in your account when LeoVegas closed it?
• Did the casino provide any specific reasons for closing your account, or was it simply labeled as a general decision by LeoVegas?
• Could you forward any correspondence you received from LeoVegas, including emails related to the verification process and account closure? This may provide us with additional context. If you’d like, you can send these to petronela.k@casino.guru.

Please note that we can proceed with cases where a casino has confiscated an outstanding balance. However, we are unable to pursue claims related to future bonuses, potential winnings, or VIP benefits, as casinos have the right to close accounts as long as any remaining balance is paid out.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

No I had no balance when the account was closed, they asked me for a copy of the card and a statement immediately provided, they did not give me any reason for the closure. When I played all 15,000 € again they blocked my account, kept it that way for two months then they sent me an email saying it was closed permanently. I realize that there was no active balance, but do you realize the refund generated with 15,000 of play? Not to mention the completely unmotivated closure.

No non avevo saldo alla chiusura del conto, mi hanno chiesto copia della carta ed un estratto conto subito forniti, non mi ha dato alcuna motivazione della chiusura. Nel momento in cui ho rigiocato tutti i 15000€ mi hanno bloccato il conto, tenuto tale per due mesi poi mi hanno mandato una mail dicendo che era chiuso definitivamente. Mi rendo conto che non ci fosse nessun saldo attivo, ma si rende conto del rimborso generato con 15000 di gioco? Per non parlare della chiusura del tutto immotivata.

Dear sabrina91297,

Thank you for providing additional details regarding your experience with LeoVegas. We understand how frustrating it must be to go through a long verification process, only to have your account closed without further explanation. It’s especially disappointing to lose access to VIP benefits, bonuses, and other services after such extensive gameplay.

While we sympathize with your situation, please understand that we are limited in the types of cases we can pursue. We are only able to take action when a casino has withheld an existing balance that belonged to the player. In cases where there is no remaining balance in the account and no funds were confiscated, unfortunately, we cannot proceed further, even if potential future bonuses, winnings, or loyalty benefits are lost due to account closure.

That said, if a balance had been withheld, we would be more than happy to assist and push for a fair resolution. We also acknowledge that an account closure without a clear reason is far from ideal, but casinos do hold the right to close accounts at their discretion, provided that any balance is returned to the player.

Given these circumstances, we are currently forced to close this complaint.

We appreciate your understanding, and if there is anything further we can assist with, please feel free to reach out.

Wishing you all the best,

Petronela

Casino.Guru