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I made a withdrawal of an approximate amount of the specified amount on April 11. The casino tells me that the transfer bounced and from there I have been waiting for a solution. They usually give me dates where they are supposed to send me the money but they never do. I've been waiting for almost 1 month and they told me it was from the provider and that the transfer would be done manually, but so far nothing.

Hice un retiro de un aproximado de la cantidad especificada el día 11 de abril. El casino me comenta que la transferencia rebotó y desde ahí llevo esperando a que me den una solución. Me suelen dar fechas donde se supone me enviaran el dinero pero nunca lo hacen. Llevo casi 1 mes esperando y me dijeron que era por el proveedor y que la transferencia la harían manualmente, pero hasta el momento nada.

Dear StefanoD,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending in your account or it has been processed already but never reached you? Could you please advise which payment method you have opted for? Was your account verified successfully in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

Nevertheless, 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

I used a visa both to deposit and to request withdrawal, they actually managed to verify my account after sending a large number of documents and waiting a long time. In the first instance, the money was sent but later they told me that it rebounded and the funds were recovered. Following that, they told me that they would do it manually but I really don't understand why it takes so long.

Utilice visa tanto para depositar como solicitar el retiro, efectivamente lograron verificar mi cuenta luego de mandar una gran cantidad de documentos y esperar mucho tiempo. En primera instancia se llego a mandar el dinero pero luego me comentan que este rebotó y se recuperaron los fondos. Seguido de eso me comentaron que lo harían de manera manual pero verdaderamente no entiendo por que demora tanto.

Thank you, StefanoD, for your reply. Could you please advise if you've received any winnings from this casino in the past?

I have never received money from this bookmaker, this is my first time playing

Nunca he recibido dinero de esta casa de apuestas, es la primera vez que juego

If the Visa transfer has bounced back, have you been offered an alternative payment method to withdraw your winnings, or only the manual transfer seems to be an option.

Only the manual, I asked if we could change the payment method but they told me that it could not be done at the time. I asked again today a few minutes ago and they told me that the problem had been solved and they had made the transfer earlier today using another method which they could not tell me, they had already said it before so I will keep in touch, I would appreciate if you could answer this answer to lengthen the time available to respond

Solo la manual, yo pregunte si podíamos cambiar el método de pago pero me dijeron que no se podía en su momento. Nuevamente pregunte hoy hace pocos minutos y me dijeron que se había solucionado el problema y habían echo la transferencia hoy temprano usando otro método el cual no me supieron decir, ya lo habían dicho antes por lo que seguiré en contacto, agradecería respondiera esta respuesta para alargar el tiempo disponible para responder

Thank you very much, StefanoD, for your reply. I will be waiting for the update patiently.

Again the money bounced, the method used was inpay but it did not work, they offer me neteller and visa as withdrawal methods but I am not aware of the first one, if I can send my money from the neteller account to my bank account. I do not know if it can be done by visa because my bank requires that it be done in my local currency from 3 specific banks or in dollars, which would imply changing the currency balance, which the cacino is not willing to do.

Nuevamente el dinero rebotó, el método utilizado fue inpay pero no sirvió, me ofrecen neteller y visa como metodos de retiro pero no tengo conocimiento del primero, si puedo enviar mi dinero de la cuenta neteller a mi cuenta bancaria. No se si se pueda hacer por visa pues mi banco requiere que se haga en mi moneda local desde 3 específicos bancos o en dolares, lo que implicaría cambiar el saldo de moneda, cosa que el cacino no esta dispuesta a hacer.

If you've been advised to open an account with Neteller I would strongly recommend following the casino's instructions. Please check the following website and let me know how you decided. Looking forward to hearing from you.

https://www.neteller.com/es

Dear StefanoD,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

I have not received my funds yet, I am talking with the technical team to do it through Astropay and they are evaluating it. Apparently my money bounces because the amount is very low through inpay. They tell me that they have to discuss it with Inpay first to evaluate if we can do it through Astropay, but I don't think it is necessary to discuss it, since they have already spent a month trying this method and it is not working. I am waiting for them to do it for Astropay or give me an answer

Aún no he recibido mis fondos, estoy conversando con el equipo técnico para hacerlo a través de Astropay y lo están evaluando. Aparentemente mi dinero rebota porque la cantidad es muy baja a través de inpay. Me dicen que tienen que conversarlo con Inpay primero para evaluar si podemos hacerlo por Astropay, pero no considero que haya que conversarlo, pues ya ha pasado un mes intentando este método y no da resultados. Estoy esperando que lo hagan por Astropay o me den una respuesta

Thank you very much, StefanoD, for your reply. I will be waiting for the update patiently.

Several days have passed and trying to contact me daily as usual I am refused withdrawal through astropay. They say they are waiting for the provider's response to try again by bank transfer I assume. I have no idea what to do or what to ask of them. I contacted Pardee Consults, an entity of Malta Legal so that they can help me in the same way with my case. I also have no idea if they will respond quickly, late or if they will bother to review my case. Any advice?

Han pasado varios días e intentando contactarme a diario como de costumbre me rechazan el retiro a través de astropay. Dicen que están esperando la respuesta del proveedor para volver a intentarlo por transferencia bancaria asumo. No tengo idea que hacer o que pedirles. Me comuniqué con Pardee Consults, una entidad de Malta Legal para que puedan ayudarme de igual manera con mi caso. No tengo tampoco idea si responderán rápido, tarde o si se tomaran la molestia de revisar mi caso. Algún consejo?

Thank you very much, StefanoD, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I keep communicating daily asking about my case and they tell me that they have no update although it has been two weeks since my withdrawal bounced for the last time and in total more than a month and a half since I requested my withdrawal. They don't give me any updates and I'm quite worried. They asked me some security questions last night but nothing new. How could you help me? They tell me that we should wait for the upper department to respond but as I mentioned, 2 weeks ago there is nothing

Me sigo comunicando a diario preguntando por mi caso y me dicen que no tienen ninguna actualización aunque ya han pasado dos semanas desde que rebotó mi retiro por ultima vez y en total mas de mes y medio desde que solicité mi retiro. No me dan ninguna actualización y estoy bastante preocupado. Me hicieron unas preguntas de seguridad ayer en la noche pero nada nuevo. Como podría ayudarme? Me dicen que debemos esperar a que el departamento superior de una respuesta pero como he mencionado, hace 2 semanas no hay nada

Hi Stefano,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite LeoVegas Casino to the conversation to participate in the resolution of this complaint.

It would be perfect, because they don't want to make the payment to me through Astropay arguing that it would not be part of their protocol, but I feel that it would be much faster and easier to solve the problem like this. They try to transfer me but they don't stop bouncing. Astropay is the solution.

Sería perfecto, pues no me quieren hacer el pago por Astropay argumentando que no seria parte de su protocolo, pero siento que seria mucho mas rápido y fácil solucionar el inconveniente así. Intentan hacerme transferencias pero no paran de rebotar. Astropay es la solución.

Dear Stefano,

Thank you for contacting us.

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:

Fiona/Nil as the subject line - ( Please note the subject line )

We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Hi LeoVegas team,

Thank you for your reply.

Dear Stefano,

Please try to contact the casino as described above and keep me updated.

I sent the email detailing my case, I am waiting for a response

Envié el correo electrónico detallando mi caso, estoy esperando una respuesta

Several days have passed and they still have not contacted me. The casino chose to close my account and I appealed to this decision because I want to withdraw my funds through Astropay since this withdrawal method guarantees that I have my money without problems from banks, agents, or currencies because I need the money urgently. Besides that it has been almost 2 months since the whole problem started. I just want to reopen my account to withdraw my funds, I have no intention of playing at the moment

Han pasado varios días y aun no se comunican conmigo. El casino opto por cerrar mi cuenta y apelé a esta decisión pues quiero retirar mis fondos a través de Astropay ya que este método de retiro garantiza que tenga mi dinero sin problemas de bancos, ni agentes, ni divisas porque necesito el dinero con urgencia. Aparte que ya han pasado 2 meses casi desde que todo el problema comenzó. Solo quiero reabrir mi cuenta para retirar mis fondos, no tengo intención de jugar de momento

Thank you Stefano for your reply.

Dear LeoVegas Casino team,

Could you please update us on the situation here?

The case is about to be closed and they have not responded

Esta por cerrarse el caso y no han respondido

Dear Stefano,

Thank you for contacting us.

Unfortunately, due to GDPR reasons I am unable to look into this for you here. Since most information is confidential.

I kindly ask that you email support@leovegas.com detailing the issue and placing -

Fiona/Nil as the subject line - ( Please note the subject line )

We will then personally ensure that this is investigated further for you.

Last communication that we had is that we are waiting on some documents from your end.

Thank you and have a great day!

LeoVegas Team.

Good morning, what documents are you waiting for? Well, the last thing I attached according to the email you sent me was received and approved. I already sent the mail but they still do not respond to me, I just sent it again

Buen día, que documentos están esperando? pues lo ultimo que adjunte según el correo que ustedes me enviaron fue recibido y aprobado. Ya envié el correo pero aun no me lo responden, acabo de volver a enviarlo

Hi Stefano,

Did you also put "Fiona/Nil " to the subject line of the email?

That's how it is

Asi es

Alright, let's give it a few more days and see if the casino replies.

Dear Stefano,

Kindly I kindly ask that you email support@leovegas.com putting Fiona/Nil as the subject line and we will see to your issue immediately.

Thank you.

LeoVegas Group

Dear LeoVegas team,

I hope that you received the player's emails by now.

Dear LeoVegas team,

Has there been any news?

Hi Stefano,

Have you heard from the casino?

Hi Stefano,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Since the player stopped responding to our questions, we are rejecting the complaint. The player can request a reopen at any time.