Leovegas refuses refund after they made mistakes leading me to lose 1050 euro.

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Bjorn_fct

Bjorn_fct

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So, i got a received a text message saying i had a exclusive deposit bonus, This made me deposit a decent sum of money but then the bonus was never credited, I made a phone call of 30+ minutes and there they admit to me it was a mistake caused by the bonus team but to make it up they will honor the bonus on a specific date, but therefore i would needed to make the deposit again. As the bonus was the reason for me to make the deposit and i didnt got it due the mistake of leo's bonus team i wanted to withdraw the deposited money and i've mentioned it as well on the phone. However i was not able to withdraw the deposit and needed it to wager a couple of times fist due fraud/money laundry protection. I was quite mad about it is it was totally unfair to me because the deposit was made for the reason that i got a bonus offered which turned out to be a mistake from loe's side. But okay i did what i needed to do and started to wager it so i can withdraw it but then lost it all straight in a row (RTP of 96% my ass) This made me even more mad and feeling unfair about it as it was never my intention to play with that money but was pushed by leo to do it due the fraud/money laundry protection. This has ended up me spending to 1050 euro to get my intental first deposit back which i lost due Leo's mistakes and policy. The day after i started a chat as it was not available at the time of when the situation happened and explained the whole situation to CS operator called Craig. He informed me that i could have withdrawn my money without the fraud/money laundry procedure and didn't needed to wager it because of the situation.. So apparently there were exceptions on that rule.. But the phone operator never informed me about this even though she knew i wanted to withdraw the money and because of this i lost 1050. Next to that i wouldn't even have made a deposit if i haven't received that text message of the bonus which was a mistake from the bonusteam at leo.  So losing this money was all unnecessary if i was just informed right by the customer service or the bonus team didn't made mistakes like this. License wise Leo should also see this and needed me to inform about this on behalf of player protection/safety which they didn't do. Now they are saying that i cant get the money refunded as it was my own choice to play it... Also at some point they even claimed that i didn't even made a deposit when i was calling them... Like why should i call them with the reason that a bonus was not credited after i made a deposit  if i didn't even made a deposit? They are now looking for all kind of reasons to not refund my money that was in my eyes stole from me cuz of their mistakes. and lack of giving the proper help/information and now even trying to blame me for it with false arguments. 

I always would have thought Leo was one of the decent casino's out there and would have been humane and understanding the situation caused by their mistakes and after that they admit all those mistakes turn the deposits back to my bank account. But no instead of that they are now trying to blame me and find all kinds of reasons to not refund my money even after they admitted they were wrong multiple times. 

Please help me to fix this problem and not needing to get the money back in person as i live 5 minutes away from their maltese office in sliema. Because it will end up like that if this is not being solved on the way how it should. Not only because of the money but i can't stain unfairness and i'm a guy of principles. 

 
They have a active rep on casinomeister, if your not already make a account and send him a PM. You also get the option to use the adr service free should you need to. 

 
Bjorn_fct said:
So, i got a received a text message saying i had a exclusive deposit bonus, This made me deposit a decent sum of money but then the bonus was never credited, I made a phone call of 30+ minutes and there they admit to me it was a mistake caused by the bonus team but to make it up they will honor the bonus on a specific date, but therefore i would needed to make the deposit again. As the bonus was the reason for me to make the deposit and i didnt got it due the mistake of leo's bonus team i wanted to withdraw the deposited money and i've mentioned it as well on the phone. However i was not able to withdraw the deposit and needed it to wager a couple of times fist due fraud/money laundry protection. I was quite mad about it is it was totally unfair to me because the deposit was made for the reason that i got a bonus offered which turned out to be a mistake from loe's side. But okay i did what i needed to do and started to wager it so i can withdraw it but then lost it all straight in a row (RTP of 96% my ass) This made me even more mad and feeling unfair about it as it was never my intention to play with that money but was pushed by leo to do it due the fraud/money laundry protection. This has ended up me spending to 1050 euro to get my intental first deposit back which i lost due Leo's mistakes and policy. The day after i started a chat as it was not available at the time of when the situation happened and explained the whole situation to CS operator called Craig. He informed me that i could have withdrawn my money without the fraud/money laundry procedure and didn't needed to wager it because of the situation.. So apparently there were exceptions on that rule.. But the phone operator never informed me about this even though she knew i wanted to withdraw the money and because of this i lost 1050. Next to that i wouldn't even have made a deposit if i haven't received that text message of the bonus which was a mistake from the bonusteam at leo.  So losing this money was all unnecessary if i was just informed right by the customer service or the bonus team didn't made mistakes like this. License wise Leo should also see this and needed me to inform about this on behalf of player protection/safety which they didn't do. Now they are saying that i cant get the money refunded as it was my own choice to play it... Also at some point they even claimed that i didn't even made a deposit when i was calling them... Like why should i call them with the reason that a bonus was not credited after i made a deposit  if i didn't even made a deposit? They are now looking for all kind of reasons to not refund my money that was in my eyes stole from me cuz of their mistakes. and lack of giving the proper help/information and now even trying to blame me for it with false arguments. 

I always would have thought Leo was one of the decent casino's out there and would have been humane and understanding the situation caused by their mistakes and after that they admit all those mistakes turn the deposits back to my bank account. But no instead of that they are now trying to blame me and find all kinds of reasons to not refund my money even after they admitted they were wrong multiple times. 

Please help me to fix this problem and not needing to get the money back in person as i live 5 minutes away from their maltese office in sliema. Because it will end up like that if this is not being solved on the way how it should. Not only because of the money but i can't stain unfairness and i'm a guy of principles. 
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Hey @Bjorn_fct!

I will bring this topic to attention to guys at Leo. As it's weekend time, soonest I can do that is Monday. Will let you know!

 
Playford7 said:
They have a active rep on casinomeister, if your not already make a account and send him a PM. You also get the option to use the adr service free should you need to. 
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There is no need for him to go on casinomeister to find people from Leo since LeoVegas own 51% shares of this site. (if im not mistaken)

 
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gargojil said:
There is no need for him to go on casinomeister to find people from Leo since LeoVegas own 51% shares of this site. (if im not mistaken)
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My apologies, I’m well aware of whom owns what on here, but wasn’t sure if casino grounds provided adr and where recognised for doing so..

just trying to help the OP is all. 

 
Skylined87 said:
Hey @Bjorn_fct!

I will bring this topic to attention to guys at Leo. As it's weekend time, soonest I can do that is Monday. Will let you know!
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Thanks bud! Only problem is they wouldn't do anything about it I suppose, that's how they work so it will probably be a visit to the office and get the money in cash as the Sliema office is like 5 minutes walk from here. Hope this escalation is not needed though and they will be fair and human but they are probably not I'm afraid for them.. 

 
Hey guys,

Johan here from LeoVegas. 

I have had a brief look in to this case together with our support department and from what I can see it has been dealt with in a correct manner. There was an faulty offer sent out that we of course will honor but other than that I can not find anything wrong with this case. 

A refund is not possible due to the simple reason that the deposited money has been spent. 

@Bjorn_fct Feel free to send me a PM if you want to discuss this further.

Johan

 
JohanLeoVegas said:
Hey guys,

Johan here from LeoVegas. 

I have had a brief look in to this case together with our support department and from what I can see it has been dealt with in a correct manner. There was an faulty offer sent out that we of course will honor but other than that I can not find anything wrong with this case. 

A refund is not possible due to the simple reason that the deposited money has been spent. 

@Bjorn_fct Feel free to send me a PM if you want to discuss this further.

Johan
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Same old, proofs again Leo's is stuck in their own lies, admitting sending out false offer so people get triggered to make a deposit then not adding the bonus wile saying you will honor it.. BUT THEN YOU NEED TO MAKE A NEW DEPOSIT.. Next to that when you say you want to withdraw it and re-deposit later it's the story you need to wager your deposit first cuz of fraud/money laundry protection and later on when you lost all the money and got tilted out of unfairness say there were actually possibilities to withdraw the money without needing to play it around a few times.. It's one big mess at Leo. Now also blocking my acount due the fact I'm in Malta myself and I can't play here as I have Dutch account... So over based on that last thing all deposit should be forfeit and refunded back to my bank.. But like I mentioned ealier maybe it's a better idea to get it in person as your office is 5 minutes walk from my home here in Sliema. 

 
Never been  a fan of leovegas and i find it sad how bjorn was Tricked into playing his Deposit when he Wanted to withdraw and redeposit and gets false Information that the deposit has to be wagered when later comes out it could have been withdrawn. 

 
JohanLeoVegas said:
Hey guys,

Johan here from LeoVegas. 

I have had a brief look in to this case together with our support department and from what I can see it has been dealt with in a correct manner. There was an faulty offer sent out that we of course will honor but other than that I can not find anything wrong with this case. 

A refund is not possible due to the simple reason that the deposited money has been spent. 

@Bjorn_fct Feel free to send me a PM if you want to discuss this further.

Johan
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I'm sorry but that is bang out of order, you have sent this guy a faulty offer, the exact reason he deposited this sum of money, and then upon not receiving it, you have told him he is unable to withdraw the deposit, and that he must wager it several times, so no he hasn't lost it, you have forced him to play it, and i find it very hard to understand how this has anything to do with money laundering, telling someone they must wager a deposit, what the hell has that got to do with money laundering, the fact of them gambling these funds, if they had wagered it and come out even, what difference does that make on the origins of the money deposited in the first place, what a load of nonsense!!!! Worst casino online by a mile

 
Hello,

Thank you all for your replies. For obvious reasons I can not share any specific information about this case in the thread but I can assure you all that is has been dealt with in a correct manner.

If OP wants to discuss this further he is more than welcome to send me a PM and we take it from there.

BR

Johan

 
jchneo said:
I'm sorry but that is bang out of order, you have sent this guy a faulty offer, the exact reason he deposited this sum of money, and then upon not receiving it, you have told him he is unable to withdraw the deposit, and that he must wager it several times, so no he hasn't lost it, you have forced him to play it, and i find it very hard to understand how this has anything to do with money laundering, telling someone they must wager a deposit, what the hell has that got to do with money laundering, the fact of them gambling these funds, if they had wagered it and come out even, what difference does that make on the origins of the money deposited in the first place, what a load of nonsense!!!! Worst casino online by a mile
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It's to cover themselves if they let everyone deposit and withdraw most likely lose their license or  fined for allowing money laundering but in different circumstances as a bonus not being honoured I would say its very scammy and should be instantly refunded without wagering

 
Be interesting to hear Nick and Kims opinions on this considering they both swear by LeoVegas.  In my opinion this is just more shady behaviour by LeoVegas.  They are without doubt a huge casino but they have by far the most complaints of any of the big casinos.  Unless there is more to this that the OP isnt telling us then this is seriously unnacceptable.  @LetsGiveItASpinis a very reasonable man who fights for the players so any chance he could tell us all if he thinks this is the correct actions by LeoVegas cause I sure dont.

 
The initial deposit should be the only issue here, you said that you deposited again to chase. Of course there will be no discussion from the casino in regards to this. Think about deposit limits and gamban etc 

 
JohanLeoVegas said:
Hello,

Thank you all for your replies. For obvious reasons I can not share any specific information about this case in the thread but I can assure you all that is has been dealt with in a correct manner.

If OP wants to discuss this further he is more than welcome to send me a PM and we take it from there.

BR

Johan
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You can share it, also the phone call I directly made after the deposit. Nothing to hide here, but apparently you guys have and will put it on privacy stuff to cover your own mistakes.. 

 
Guys of Leo still don't have te guts to reply, tomorrow I'll give them a visit to get my money back in cash. I'm done beeing nice to them now.

 
If anybody cares about my opinion :

I think the best solution or the very least you should get the bonus amount you were promised on your  first deposit.

That you decided to chase your losses isn't Leovegas fault and a dumb thing to do in the first place.

 
At best the original deposit is the issue here. I think the OP has the right to a refund,or at the very least a 1x playthrough of a bonus equivalent to the original deposit amount. Any money deposited trying to chase the original loss is no fault of the casino,only the depositor.

 
Well they won't add anything as they have closed my account now... Crazy stuff... 

 
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