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Account with € 2000 credit has been temporarily blocked since July 1st, 2021.

On 06/30/21 I had deposited € 110 (Trustly) and successfully paid out € 300 after one hour.

A short time later I was about to pay out € 2000 and suddenly there were problems with Trustly and the entire payment providers.

In the chat you could not make the payout manually and you could not tell me why nothing works anymore.

Everything was still on 06/30/21 because on 07/01 the new state gambling treaty came into force, it should be because of that.

The next day I wanted to try again, but my account was suddenly blocked and in the test.

I was already verified in 2018 and had to verify myself again in 2019 and 2020 and there have never been any problems with deposits or withdrawals over the years.

I then requested an overview of all my transactions and account data in accordance with the GDPR.

I urgently need your help because I don't know what else I can do ...

I've never seen anything like it. There is no direct contact person with whom you can get in contact. And no indication of how long the whole procedure will drag on ... simply unbelievable.

I hope you can help me somehow because I can't make a difference on my own.

MFG Sabrina

Konto mit 2000€ Guthaben seit dem 01.07.2021 vorübergehend gesperrt.

Am 30.06.21 hatte ich 110€(Trustly) eingezahlt nach einer Stunde 300€ erfolgreich ausgezahlt.

Kurze Zeit später hatte ich 2000€ stehen wollte auszahlen plötzlich gab es dort Probleme mit Trustly und den gesamten Zahlungsanbietern.

Im Chat konnte man die Auszahlung auch nicht manuell tätigen und man konnte mir nicht sagen woran es liegt das nichts mehr funktioniert.

Es war alles noch am 30.06.21 weil am 01.07 der neue glücksspielstaatsvertrag in Kraft getreten ist sollte es wohl daran liegen.

Am nächsten Tag wollte ich es dann nochmal versuchen doch mein Konto war plötzlich gesperrt und in der Prüfung.

Bin schon 2018 verifiziert gewesen und musste mich 2019 u. 2020 auch nochmals verifizieren und es gab über die Jahre nie Probleme mit Ein- sowie Auszahlungen.

Ich habe dann eine Übersicht gemäß DSGVO meiner gesamten Transaktionen und Konto Daten angefordert.

Ich brauche dringend ihre Hilfe da ich nicht weiß was ich noch tun kann...

Habe sowas noch nie erlebt. Es gibt dort keinen direkten Ansprechpartner mit dem man in Kontakt treten kann. Und keine Angabe wie lange sich die ganze Prozedur denn noch ziehen wird... einfach unfassbar.

Ich hoffe sie können mir irgendwie Helfen denn alleine schaffe ich es nicht etwas zu bewirken.

MFG Sabrina

Dear Sabrina

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Were you informed why your account has been blocked and withdrawal withheld? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Hello Petronela,

No, I was not informed about it!

The winnings were made without an active bonus.

I always received payouts! Also on the day a few hours before, I successfully paid out a profit.

Hallo Petronela,

Nein ich wurde nicht darüber informiert!

Die Gewinne wurden ohne aktiven Bonus erzielt.

Auszahlungen habe ich immer erhalten! Auch an dem Tag ein paar Stunden zuvor habe ich erfolgreich einen Gewinn ausgezahlt.

Thank you very much, Sabrina, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Sabrina,

I looked at your complaint and will do my best to help you. I would like to invite LeoVegas Casino into this conversation. Casino, can you please specify why did you block the player’s account and what is the problem with her withdrawal?

Hello Sabrina

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 LeoVegas Casino,

I must inform you that if you'll not answer my question I'll be forced to close this complaint as unresolved.

We would like to ask the LeoVegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any explanation from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.