Hello all
I dont normally do this but need to get this off my chest and warn other UK users for Leovegas. This is the problem :
Early Jan I deposited £10 and automatically my account locked saying documents required. A bit strange but not unusal in the UK market as there are several rules here now. However, during this time you cannot play the deposit, withdraw the deposit or do anything - it is basically locked. I then look into what they need and find there is two ways to do this now, both are very intrusive and were surprising. Option 1 - Send 12 months of your bank statements, not the easiest eventhough my bank now doies pdfs of each month or Option 2 - through a 3rd party site give access to your bank account by clicking on a link to your bank and then logging into your bank and approve access to the account to this 3rd party. Either way, most people would find this alone too much for privacy reasons and would also be worried it would be a scam. Again, if it wasn't Leovegas no way would I do this. So I did option 2 and waited. 3 days went by and I have had no correspondance to this, to either explain what happens next or any idea. So far, Im annoyed that my deposit is stuck - I might point out that under UK rules I could have gone to my bank and reversed this payment with but with it fortunately being only £10 I didn't.
A week goes past and still nothing - I contact support to find out more and all I got was they couldnt give me a timescale, and they couldnt do anything as the process is done from another party. I ask can you at least withdraw the £10, I got told they can do nothing at. The irony of this situation is they can still send me offers that I cant use. I explain to the agent that I understood the process needed to be done under UK laws and EU laws to check sources of money after you deposit a certain amount, however I felt the timescale was poor and the fact your money is locked (again someone could have put in a lot more than me). I leave it at that thinking it might be done soon. The biggest concern for me here was customer support, every company has agreements with 3rd parties and in those agreements must be a timescale agreement, if Leovegas hasnt done this, it reflects badly on them or them being cheap. You dont get offered anything for this inconvience except we will get in contact when it changes.
Now over 3 weeks later, nothing has changed. I am now getting frustrated with momey being locked as well as not having access. I contact support again.
Agent - I totally understand, Christian, To explain, when a certain deposit amount is reached on an account, it automatically triggers a review from our system. This is simply to ensure the account is being used as intended and to uphold our security measures in keeping your information and funds safe.
Me - I appreciate the reason but its the time scale Im complaining about, not the procedureAg
Agent : And our system is like a queuing system, we are currently have a large amount of reviews, and they are taking a bit longer, I'm very sorry for this i wish i can provide you with a timeframe. The issue is to give you a timeframe would not be accurate, as we don't know how long it will take, but i can assure you the team is working round the clock to get all this done. i understand waiting without a timeframe, is frustrating, but once we have an update we will reach out to you.
Was the conversation today, I am absolutely fed up that a company cannot tell you how long or the working around the clock for 3 over weeks insult to my intelligence. I have been a customer of Leovegas for over 5 years and seriously cant believe this situation. Im sorry for my vent but also to let people out there know how this goes at the moment. I will email Letsgiveitaspin to see if they have any more luck than me, all I can say is thankfully I dont have hundreds locked in my account at the moment.
I dont normally do this but need to get this off my chest and warn other UK users for Leovegas. This is the problem :
Early Jan I deposited £10 and automatically my account locked saying documents required. A bit strange but not unusal in the UK market as there are several rules here now. However, during this time you cannot play the deposit, withdraw the deposit or do anything - it is basically locked. I then look into what they need and find there is two ways to do this now, both are very intrusive and were surprising. Option 1 - Send 12 months of your bank statements, not the easiest eventhough my bank now doies pdfs of each month or Option 2 - through a 3rd party site give access to your bank account by clicking on a link to your bank and then logging into your bank and approve access to the account to this 3rd party. Either way, most people would find this alone too much for privacy reasons and would also be worried it would be a scam. Again, if it wasn't Leovegas no way would I do this. So I did option 2 and waited. 3 days went by and I have had no correspondance to this, to either explain what happens next or any idea. So far, Im annoyed that my deposit is stuck - I might point out that under UK rules I could have gone to my bank and reversed this payment with but with it fortunately being only £10 I didn't.
A week goes past and still nothing - I contact support to find out more and all I got was they couldnt give me a timescale, and they couldnt do anything as the process is done from another party. I ask can you at least withdraw the £10, I got told they can do nothing at. The irony of this situation is they can still send me offers that I cant use. I explain to the agent that I understood the process needed to be done under UK laws and EU laws to check sources of money after you deposit a certain amount, however I felt the timescale was poor and the fact your money is locked (again someone could have put in a lot more than me). I leave it at that thinking it might be done soon. The biggest concern for me here was customer support, every company has agreements with 3rd parties and in those agreements must be a timescale agreement, if Leovegas hasnt done this, it reflects badly on them or them being cheap. You dont get offered anything for this inconvience except we will get in contact when it changes.
Now over 3 weeks later, nothing has changed. I am now getting frustrated with momey being locked as well as not having access. I contact support again.
Agent - I totally understand, Christian, To explain, when a certain deposit amount is reached on an account, it automatically triggers a review from our system. This is simply to ensure the account is being used as intended and to uphold our security measures in keeping your information and funds safe.
Me - I appreciate the reason but its the time scale Im complaining about, not the procedureAg
Agent : And our system is like a queuing system, we are currently have a large amount of reviews, and they are taking a bit longer, I'm very sorry for this i wish i can provide you with a timeframe. The issue is to give you a timeframe would not be accurate, as we don't know how long it will take, but i can assure you the team is working round the clock to get all this done. i understand waiting without a timeframe, is frustrating, but once we have an update we will reach out to you.
Was the conversation today, I am absolutely fed up that a company cannot tell you how long or the working around the clock for 3 over weeks insult to my intelligence. I have been a customer of Leovegas for over 5 years and seriously cant believe this situation. Im sorry for my vent but also to let people out there know how this goes at the moment. I will email Letsgiveitaspin to see if they have any more luck than me, all I can say is thankfully I dont have hundreds locked in my account at the moment.
