LeoVegas Casino ES - O jogador afirma que o seu pagamento foi atrasado.

I've been playing at this casino for months, with over €180,000 in account transactions. I deposit via PaySafeCard and PayPal, and I've always been able to withdraw via PayPal quickly.

My surprise came when I tried to make my withdrawal 5 days ago, and it turned out that PayPal had been removed from its withdrawal methods.

They tell me to withdraw via paysafecard, but they reject it because some tell me they are also having technical problems, and others tell me that it is not possible to withdraw via paysafecard.

They also told me to send them a bank account certificate so I could make the withdrawal by transfer. They rejected it three times after the document was approved.

They allow deposits via PaySafecard or PayPal, but they don't provide a solution for how I can withdraw my money.

It's a shame they allow this. I've never experienced a withdrawal problem before, and I have a lot of experience with this in both national and international casinos.

Personally, I have lost my confidence in this casino.

Llevo jugando meses en este casino, mas de 180000€ en movimientos de cuenta, deposito mediante paysafecard y paypal, y siempre habia podido retirar por paypal de forma rapida.

Mi sorpresa llega cuando intento realizar mi retirada hace 5 dias, y resulta que paypal ha sido retirado de sus formas de reintegro.

Me dicen que retire mediante paysafecard, me lo rechazan porque unos me dicen que tienen problemas técnicos tambien, y otros que no se puede retirar mediante paysafecard.

Me dicen tambien que les envie un certificado de cuenta bancaria asi puedo realizar la retirada mediante transferencia, me lo rechazan 3 veces una vez aprobado el documento.

Permiten depositos mediante paysafecard o paypal pero no dan una solucion de como puedo retirar mi dinero.

Una verguenza que permitan esto, nunca antes me habia pasado que no me den una solucion para retirar, y tengo mucha experiencia en esto tanto en casinos nacionales como internacionales.

Personalmente, he perdido mi confianza en este casino.

Dear oscarmtnz89,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The problem isn't with the verification. I've had my account fully verified for months. The problem is that they reject withdrawals time and again. I only see the bank withdrawal option, and they tell me I can't withdraw using that method since I didn't deposit with it.

They do not offer any solution to the case.

El problema no está en la verificación, tengo la cuenta verificada al completo desde hace meses, el problema está en que rechazan las retiradas una vez tras otra, solo me aparece la opcion de retirada bancaria, y me dicen que no puedo retirar mediante ese metodo puesto que no deposité con él.

No ofrecen solucion ninguna al caso.

Dear oscarmtnz89,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear oscarmtnz89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru