LeoVegas illegal actions and violations of MGA-license.

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ProblemGambler

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Hello Casinogrounds. 

I hope this forum will be able to help me. I have just exhausted every other way. I am really appalled by the actions of LeoVegas and their actions with problem gamblers.

Long story short. I am at a stage where I contacted LeoVegas and went through with their initial complaint process. They gave me just horrible excuses and no answers at all. The next option was to contact ADR, in their case it was "PardeeConsulta." I waited for 90 days, which is PardeeConsultas complaint resolution time. I never heard a single email from them. I contacted them twice, never to be replied. After that I contacted LeoVegas again, to confront them with their unresponsive ADR provider. They didn't care one bit. Their reply was something in the nature of: "We don't have any way to contact the ADR, it just is there, because we have to have one, doesn't matter if it really works or not." 
I have been polite and well mannered towards everyone in this process and this is the kind of behavior I get in return. I am totally shocked.

Here is the initial complaint text to ADR which will also let you know the happened actions and the consists of my complaint.

Dear Pardee,I would like to file a complaint against casino LeoVegas.My complaint consists of multiple segments.In the essence, I have been playing on casino LeoVegas for some odd years and only recently during the end of year 2020 and beginning of 2021 I started to have problems with my gambling.This all cumulated to march 2021 when I gambled net losses of 16,500 euros within one week. Before this I would typically play anything from 200-500 euros a month.During this time I was not even once asked why my gambling behaviour changed all of sudden and how I was able to finance my gambling. I was offered alot of bonuses to keep me playing. Also no source of wealth check was done at this point.After the mentioned week of the losses I realized that I could not continue like that anymore and set a deposit limit of 10e/month to my account and didn't gamble for a month. After a month I was contacted by one of their "VIP-managers" and offered a 350 euro cash bonus and I was asked to provide source of wealth documents. At this time the manager urged me to deposit more and even asked and implied me to remove the deposit limit that I had set. I have emails proving this. The source of wealth check obviously showed my problematic relationship to gambling, including taking quick loans to finance my gambling. Even this did not prompt a reaction from LeoVegas to cooldown or close my account for closer investigation - I was instead told that even my account had gone to the inspection I can deposit during that time. I lost 2,200 euros at that point - after that I had to stop and filed a complaint to LeoVegas, telling them that they have failed their MGA-license required obligation to monitor and intercept problem gamblers from gambling irresponsibly also I (me, not them) asked them to close my account. Also it is highly questionable to bait obvious problem gamblers to play more. Their conclusion was that they had done nothing wrong.Also the responsible gambling tool mentioned above is not working as it should. When you set a monthly deposit limit, and then remove it, it should have a 30 day cooldown to take effect. On LeoVegas the cooldown period is 24 hrs - which should only be the case on a daily deposit limit!I have two claims:-compensation for the march 2021 losses, as LeoVegas did nothing to prevent me from problem gambling but instead offered me bonuses and tempted me to play even when they knew that my gambling pattern had changed dramatically.-compensation for the april/may 2021 losses - this is what striked me the most. I had set a responsible gambling tool to help me to prevent me from gambling but I was contacted by LeoVegas and urged to remove the mentioned limits. Also I was allowed to continue making deposits even when the source of wealth check provided showed obvious signs of problem gambling. I was urged by the VIP managers to remove my gambling limits.I have emails proving this all, so please ask me for more details and information if required.Thank you for all the help and time taken to work a solution on this matter.Hoping to hear from you.

I hope that Letsgiveitaspin and other advocates of LeoVegas would show the users of this forum also this dirty and disgusting side of their favorite casino. They (Casinos) are using problem gamblers like myself to make all the profit. 

 
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Leo owns this site, so I think you won't get far with complaining here. As far as I know it never happens that an online casino compensate players, I still hope you'll find a way to gamble responsibly or won't gamble at all anymore.. 

 
Svenix said:
Leo owns this site, so I think you won't get far with complaining here. As far as I know it never happens that an online casino compensate players, I still hope you'll find a way to gamble responsibly or won't gamble at all anymore.. 
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That's what I am afraid of. 

There are a lot of cases when casinos have compensated players. This obviously requires the wrongdoing of the named casino. In my case, I think the requirements are met. At least for the part when LeoVegas failed to intercept me from playing when they saw I had taken quickloans to finance my gambling. Also the VIP managers (no one is allowed for that matter) aren't allowed to suggest removing responsible gambling limits. That is obviously wrong.

There is just overall so much wrong with the way this case was handled.

 
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ProblemGambler said:
That's what I am afraid of. 

There are a lot of cases when casinos have compensated players. This obviously requires the wrongdoing of the named casino. In my case, I think the requirements are met. At least for the part when LeoVegas failed to intercept me from playing when they saw I had taken quickloans to finance my gambling. Also the VIP managers (no one is allowed for that matter) aren't allowed to suggest removing responsible gambling limits. That is obviously wrong.

There is just overall so much wrong with the way this case was handled.
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Hey @ProblemGambler, if you DM me your LeoVegas e-mail I can forward this issue to Leo to be looked into, that's best I can do.

 
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Skylined87 said:
Hey @ProblemGambler, if you DM me your LeoVegas e-mail I can forward this issue to Leo to be looked into, that's best I can do.
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Thank you Skylined for the reply. I have sent you my details in a private message. I really, really hope that they would at the very least acknowledge that what they did was wrong ethically and morally.

 
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Leo might get a slap on the wrist for it, but in regards to getting your money back...nil chance. Temptation and force are different things, when you are presented with the choice it is your responsibility.

 
I really am allergic to people who first knowingly deposit shitloads of money, go on losing it and then complain casino’s tricked them and made them deposit. Take some responsibility and act like a man. It’s not like they forced you it’s your own fault!

Yeah offcourse their approach and tactics are not done and their actions are disputable. But in the end of the day You and you alone have the power to deposit or say NO. If you acknowledge you have a gambling problem, act accordingly and seek help. Stop hiding behind the fact the casino did all of this to you, yeah they are scumbags and they only want to make money, you know that.

Good luck with it.

 
Hey everyone.

I am not going to go into detail about the circumstances, but you are assuming a lot about me without knowing me at all.  Also calling me to be a man and owning up to it, is pretty appalling. 

It is also very true and your comments show it very well, that problem gambling is not seen or acknowledged as serious condition as any other addiction, like drugs or alcohol. 

Why do you think Casinos are bound to follow responsible gambling programs or why do the sites have limits you can set?  It is not right nor within their license to bait people to remove limits or gamble irresponsibly.

I really hope that you or anyone close to you will never have to deal with anysort of addiction. You are not able to overcome it with "willpower."

I can tell you that I have personally found help and I'm receiving therapy.

Everyday numerous people die due to suicide related to gambling addiction.

I really hope that in the future you truly think what you write on an internet forum. For me this is not a game or a trick just to get some of my money back.

Have a good day everyone and be wiser in the future.

 
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It is wrong if Leo has urged you to raise the deposit limits, but I am pretty certain it is well within the rules that it takes effect after 24 hours. At least it is basically the standard for most sites around

Also the story doesn't mention  how fast it happened, or to be exact. What could LeoVegas have done about the 16500? For what they know initially that could have come of a major win at another site, heritage, bonus from work, Tax return. At that point it is really "only" a one month (Maybe even a week) outlier compared to your "normal". And if you were in that bad shape at the time, odds really are that, if they had shut you down, you would have continued at another site anyway. As sad as it sounds

The most important thing here is that you have quit and are getting help for your gambling problem and I wish you all the best with that. You can do it.

I honestly don't like your chances for getting any kind of compensation. At absolute best it would be part of the 2200 for the urge to raise deposit limits, but don't like the chances, because of the problem being so short-spanned

 
Love these posts. Imagine if it worked like that, do your brains in on a casino then come here and complain after you lose in hopes of a refund (that will never, ever happen). Completely different story if you won though. 

Regardless of it's addiction or not you are still responsible for every choice you make in this life, deposit limits are there for a reason for people who can't trust themselves to play within their limits. 

 
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I’m afraid that’s the way it goes. If they’ve truly broken their license agreements then I’d suggest get some legal help and see if you can proceed with a legal battle, I know it’s been done successfully in the past. It’s also a shame that people can get to this state and I really think gambling problems need a huge reassessment worldwide. Gambling is an addiction and can destroy your mental health.
 

I’d also suggest contacting your bank/banks to put a hard gambling block on your account/accounts. Then also sign up to GamStop.

 
And never, ever, ever say 'I won't gamble anytime anymore' but say 'I won't gamble today' everyday to yourself. The first one is a huge task, the second one isn't. 

 
Hey,

Sorry to hear about the situation, and thought to point out that MGA (Malta Gaming Authority) is the official channel to report any alleged breach of the MGA license. I am not familiar with "Pardee Consulta" so cant comment on how that works.

Here is the link to MGA contact for complaints: https://www.mga.org.mt/support/online-gaming-support/

Naturally hard to comment on what was actually said, what happened etc without having the other side - Something not possible in a public forum as online casinos cant post such information. But if you file a formal complaint with MGA then LeoVegas should be forced to document the relevant steps and if unable will need to face the consequences. 

Wish you the best of luck! 

 
sirbuzzk said:
Hey,

Sorry to hear about the situation, and thought to point out that MGA (Malta Gaming Authority) is the official channel to report any alleged breach of the MGA license. I am not familiar with "Pardee Consulta" so cant comment on how that works.

Here is the link to MGA contact for complaints: https://www.mga.org.mt/support/online-gaming-support/

Naturally hard to comment on what was actually said, what happened etc without having the other side - Something not possible in a public forum as online casinos cant post such information. But if you file a formal complaint with MGA then LeoVegas should be forced to document the relevant steps and if unable will need to face the consequences. 

Wish you the best of luck! 
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Hey!

As of this moment we are still waiting for Pardee Consultas verdict..

I will wait for their solution and if need be, I'll take the case to MGA.

Thanks for the post!

 
So. Today after 10 months of waiting I received solution from Pardee Consulta.

And guess what, the closure report is absolutely false. I never received any sort of communication from Pardee Consulta during this 10 month period of waiting. I tried to contact them multiple times, to no avail - I was never contacted back.

Here is the closure report, which I asked to be reopened on the basis that I was never actually contacted by them. 

I really hope they will reopen the case, as the facts stated here are simply FRAUDULENT

image.pngimage.pngimage.png

Here is my reply to them, 20 minutes after receiving this "solution" from them.

"Hey Pardee Consulta.

Thank you for this message.

However your claims in the report are false. I tried to contact Pardee consulta numerous times via telephone and via email, but I never received ANY contacts or replys to my messages.

Also I never received any contact from your end, asking for more information relevant to the case.

Your site states that you are trying to resolve any complaints within 90 days of the initial complaint - however this first contact from you comes 10 MONTHS after the initial complaint.
I contacted the operator solely for that reason, to ask for information, as I received non from you.

If you are stating my failure to contact or stay in contact with Pardee Consulta during that time as the sole reason to dismiss my case, that is FRAUDULENT action and doesn't remove the liability for my case.

Should you not consider opening my case again, as I have not done anything wrong, I will take also your actions to the CJEU.

I am going to wait 10 days to receive somekind of explanation to this email or I will take action against Pardee Consulta.

Best regards,"

 
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