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pritmist

Evolution Live Roulette at LeoVegas - Bets Rejected

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So this incident only happened last night and am yet to receive a response but I wanted to know if anyone else had faced something similar and what the outcome was.

Basically, I was playing on LeoVegas VIP live roulette on 16th April between 7-9pm UK time. 

Was playing fairly large bets of £950 per spin which I had repeated a number of time. I hit a win on number 12 and then decided to skip a spin where it hit number 4 and then repeated my bet again. 

Next spin, I decided to play and repeated my bet and hit number 26, which I had £90 on straight up, so you can imagine my joy about that hit of £3240 only to find my balance not update. 

This time it looked like my bets had been placed as the chips remained in play until the ball had landed and then they magically disappeared and no win was registered.

 I raised this instantly with live support (Liam) and customer support (Dan M) and I've attached screen shots of the conversation where they have in fact confirmed an irregularity was found and a formal case would be raised. 

Now I'm hoping that something will come of this case, but knowing that Casino grounds has a partnership with LeoVegas, I thought I would also write about my complaint or experience here and see if people can help or have seen the same issue before and got an outcome. 

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Almost the same as you state here happend to me once at dreamcatcher instead of black jack. My bet was good until the 20/40 or what i was betting on rolled in, then my money disappeared and i didn't recive any winnings. My "bet" was back to my account after mby 30mins, the "investigation" took 2-3 weeks and the result was that it was "on my end" that some issue had occurred and I've gotten my bet back, so I lost the winnings.

Hoping for that you will get your money though :) 

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@jankkee hey, it's happened to me a number of times where the bets didn't register, but that usually is before the ball actually lands or in the case of dreamcatcher, where the number has landed and the wheel stopped spinning. This is the first time in 13 years of online gambling that i've seen this kind of incident. I hold hope in that the live support mentioned about finding irregularities. But surely this cannot be my fault or my connection as I was betting fine before and finally after this spin where the incident occured.

What's more frustrating, is I was betting big on Tier and while complaining, the next 8 spins landed in Tier followed by every alternate spin on tier so it was gutting to see as I surely would have won massive considering my stake was £950 a spin (probably would have increased it with each win) and I had around £70 - £90 a number.

Anyway, just hope the LeoVegas and Evolution can see I did no wrong and that the irregularity should in fact mean I recieve my payout of £3240

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Yeah it happend after the number landed, and there where also several others in that chat that got the same problem so I highly doubt it was my fault. 
Feels bad to hear man, you could've had a really nice run it sounds like :/ 

Edited by jankkee
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3 minutes ago, Marcossvon said:

Issues with LeoVegas all round yesterday. Happened on @LetsGiveItASpin stream too. 

@Marcossvon Yeah, I saw that and noticed there were issues site-wide with a lot of games. But if it was so bad, they should have just shutdown everything until it was sorted. The only response I got initially was to clear my cookies and cache, but that definitely wasn't the problem. I still have an open Extra Chilli bonus to complete, but when I tried this morning, there were still issues, so wonder what's going on.

Either way, I hope I can get the result I want from the issue with the roulette i've raised.

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@pritmist i have read whats happened to you and my gut instinct is,  first off its a real pain in the neck when things like this happens. I really hope you get your winnings,

Second you have your evidence as much as you can possibly have at your end. You were playing at leo vegas V.I.P roulette. And as they are heavily involved with casinogrounds i would hope they will come forward and deal with your situation.

You were right to come onto casinogrounds and share your situation.this is a chance for leo vegas to step up and get involved in resolving what happened to you. And i really hope they do come forward.

This situation for them i would think should be fairly simple if the right person or people look at it. Also people come to casinogrounds and sign up to leo vegas so i would think they will not want a bad reputation plus when people read your issue it may effect thare decision to join up with leo vegas. 

Also i can see you bet fairly large bets. You are a customer they will want to keep and no disrespect to anybody but you are a player and they will want to keep thare players from a business point of view. 

Likely it will take a while but i hope you get it rectified quickly and get paid out. And lastly i will say again that leo vegas has a chance to step up and do something about it and prove to people out with casinogrounds and in casinogrounds that they are a top class casino that gets things done, look after there players and are a leading site for new players to look to for signing up.

Basically a casino that can be trusted for players to play at knowing they have exellent customer support if certain issues arise. 

Good luck to you pritmist and i hope its resolved quickly and you get your winnings paid.

Craig smith👍.

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@Craig smith thanks for contributing and I really hope it can be resolved soon. So far, i've raised it with my VIP manager as well and they have responded and assured they will follow up and keep me posted on what happens.

I'm intrigued to know who you think may be able to help from a casinogrounds point of view that has links into the LeoVegas hierarchy. Only people I know of is @LetsGiveItASpin and @Nick because I watch their streams.

I will of course keep you informed on this post as and when I have a resolution, but hope for it not to take weeks to sort as I want to use the money for a good cause to get my parents a trip to India as it's my mothers 60th birthday this weekend.

Anyway, lets watch this space....

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@pritmist i hope you get it resolved soon my friend, on the people on casinogrounds that would be in the best position to help yes ( letsgiveitaspin, also his name is kim ) and ( nick ) as you already no. Because kim and nick were involved in the leo vegas involvement of casinogrounds. 

But i dont no for sure and i can only surmize and use my gut feelings that ( skylined87 ) he may have knowledge on leo vegas because SKYLINED87 is very good all over the site and is exceptionally good at explaining anything people may ask. Hes got great wisdom and direction. So i would put ( skylined87 ) as someone who may be good to speak to for direction or he may know more about who to ask for help regarding leo vegas. Along with his own personal knowledge on leo vegas.

There is also ( nicola ) who is one of the administators or moderators on casinogrounds, i am not sure which, but nicola is a very smart lady herself. So (Nicola )may now knowledge on leo vegas. 

Those two people come to mind and i think there is someone who goes by the name ( the 68 ) not 100 percent sure but it definately rings a bell as the man is and has a role in the administration of casinogrounds. I think he does. Not sure.

I would say 1- skylined87, 2- nicola, 3- the 68. 

Now im only thinking off the top of my head that these people may have extra knowledge on leo vegas from within casinogrounds based on thare position. 

But they may not no anything pritmist so thats as much as i can think of and i hope you get the right help and get your money paid out. You would have to private message these people i have mentioned and ask them for there help. If it comes back with nothing then you tried. 

Thats the best i can do my friend. I hope leo vegas show how good a casino they are and get your issue resolved quickly. 

Craig smith.

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@Craig smith thanks for your comments and support. I won't bother the contacts you've mentioned just yet as I haven't had an official outcome from LeoVegas. But as soon as I do, i'll share the feedback on here. If it's unfavourable for me, then i'll be sure to try and get it escalated, but I hope it doesn't come to that.

Cheers!

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@pritmist yes please let us know how you get on. Your post is up for all to see on casinogrounds and other people may comment and give thare view on your situation. 

I have just checked and SKYLINED87 is an administrator on casinogrounds. And NICOLA is a moderator. The last one i mentioned THE 68 im not 100 percent on that one.but my gut tells me he has a role in casinogrounds. 

But yes pritmist let us no how you get on. Lets hope for a speedy outcome.👍.

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I've pinged Leo about this thread and they are looking into it, I got the same issues yesterday (fortunately didn't hit a gin number).

The_68 and Nicola are mods of the forum, best guy to contact for issues is Skylined87.

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1 hour ago, LetsGiveItASpin said:

I've pinged Leo about this thread and they are looking into it, I got the same issues yesterday (fortunately didn't hit a gin number).

The_68 and Nicola are mods of the forum, best guy to contact for issues is Skylined87.

Cheers Kim. Really appreciate it. I didn't wanna bother you just yet as I hadn't got an answer from LeoVegas yet, but I hope it can be sorted asap.

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3 hours ago, LetsGiveItASpin said:

I've pinged Leo about this thread and they are looking into it, I got the same issues yesterday (fortunately didn't hit a gin number).

The_68 and Nicola are mods of the forum, best guy to contact for issues is Skylined87.

Thanks kim for looking into the topic.

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So here is a response I got today. Please bear in mind that they have investigated the wrong game round where I in fact had a winning bet, so surely they would see I had no issues with that round. I won't rest now until I get the right outcome for this and will be calling Leo shortly, in the hope that I can speak to someone more senior:

 

Evolution gaming has finished their investigation into your case. After review of the game round it has been confirmed that the winning number was indeed 12 red. Please find attached to this email documentation of the Evolution's findings.    

I'm sure this is not the outcome you were hoping for and I do apologize for the disappointment. As a gesture of goodwill I have credited your account with a live casino bonus of £100 and have lowered the wagering requirement from the standard 35x to 10x wagering! 

If you have any further questions please do not hesitate to contact me, have a lovely remainder of your day! 

Kind regards, 

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@Skylined87 sorry to bother you directly on this thread, but can you do anything by way of support to get this sorted? What makes it all the more frustrating is I found another post online which was pretty much exactly the same issue but with MrGreen casino and the guy got the winnings he should have done that spin. here is the link to the post: https://www.askgamblers.com/forum/topic/6236-edited-technical-issues-with-mr-green-live-gaming-solved/

@letsgiveitaspin did you have any luck with your contact?

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@pritmist sorry to hear that was the response you got back pritmist. All you can do my friend is try and get as much help and information you can on this issue.

You have skylined87- administrator on casinogrounds.

You have nick- administrator on casinogrounds

Letsgiveitaspin kim- who can raise the issue with leo vegas. May know who's best to try and speak to within leo vegas.

You have nicola who is a - moderator on casinogrounds.

You have - the_68 who is a moderator on casinogrounds. 

You can only try pritmist and i can see you have raised the issue to asking skylined87 which is a start. And see what skylined87 can say to you.

I hope you dont end up in a battle to get your winnings but it may. So my advice would be to ready yourself to battle and battle to get your winnings. 

I thought the offer of £100 with 10 x wagering was a bit out of place to be honest and if your fighting to get your winnings my advice would be not to play what they offered you until you have a final outcome..

I hope leo vegas can look deeper into this and you get your winnings which was a considerable amount.£90 on at 35-1. And it was number 26 you had the money on and it came in,  So good luck pritmist, and drop a thread just to let us know your outcome.👍.

I have a feeling and i may be totally wrong but you had a winning spin on number 12 and your total stake for that spin was £950. The next spin you skipped it. Then repeated your origional bet which would have been £950 and you had the winning number 26 with £90 on it.

I may be totally wrong and barking up the wrong tree pritmist but it may have something to do with the spin you skipped then repeated your bet. It may not have picked it up. 

As i say im just thinking of an answer . and i may be totally wrong. 

But good luck, craig smith.👍.

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Cheers again for your contribution @Craig smith. I really do appreciate it and can see that you're very active and respected on this forum.

Did you have a read of the other link I posted as it was basically the same as what i have experienced.

Anyway, I have called Leo and been advised by e-mail that an urgent request has been put to Evolution gaming for a response to that game round. And i can only hope and wait now, but really hope they don't take too long to come back as the anticipation is a kiiler. Will keep you posted

2 minutes ago, Skylined87 said:

Hi @pritmist!

I'll see what can be additionally done. Please allow me few days to reach out to relevant persons.

Cheers @Skylined87. I'm waiting for a reply from my VIP manager who is covering while the normal person is away. So i Hope that I hear something today or most likely tomorrow and will update as and when I do.

It's a shame that when I called and ask to speak to someone more senior I was just told that there was no-one else and that customer support was as far as it goes and decisions are final. Anyway, I will continue my quest against the casino giants and hope something comes good and if it does. I will be sure to be writing a raving review of both Leo and Evolution!

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Understandable @pritmist, I will let you know as soon as I have some more information. If you get more before me, please let me know here in this thread.

Meanwhile I advise you to wait until you get additional information as these kind of issues can take longer than a day or two.

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@pritmist yes i have read the whole conversation that transpires through your link.

It relates to a problem with what the answer came back origionally as a server connection and the bets did not register. It was at Mr Green.

I must say that the gentleman in question persued the fact he placed his bets and number 14 came in, he only got his stake returned to his balance which prompted him to launch the investigation.

First answer back was the server connection did not pick up his bet and the sum of 55 was mentioned,  that sum could have been almost imposible for evolution to come back to mr green and connect it to the gentlemans betting pattern. So he was correct and as he said himself it proves he was not making it up. Thats what fighting your corner does. You prove to them you are not trying to pull a fast one.

I was impressed with the lady from mr green who he communicated with,  she was very good at investigating the second time the issue went back to evolutuon and it felt like the lady had some high up position in mr green to make the call and final judgement on the matter. 

It does take time to go back and forward and back and forward but in the end the gentleman in question got his payment issued by the lady that was dealing with it. 

I was quite impressed the way it was handled. The man got his money in the end. And it was a good outcome.

I sincereley hope your outcome is the same although your amount is a lot more than the issue through your link even though the cases are similar. 

For yourself to get a good outcome its just over £3200. Pritmist i really hope your outcome is on the side of positive my friend. And lastly as skylined87 says it may take a little time to get things going.your issue is well raised now and is moving. Wee wait on whatever is said next.. 

Craig smith. 👍

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[RESOLVED]

Ok, so I have just received a personal phone call from my VIP manager at LeoVegas and without too much trouble, he literally apologised for the problems I faced during Monday evening and said he was happy to payout the full winnings into my account as cash.

If i'm honest, i'm not entirely sure what Evolution gaming came back with, but it must have shown that I had tried to place a bet and tied into the fact that Leo were having issues that evening then it resulted in my bets being rejected.

Anyway, a few mins after the phonecall, I got an e-mail to confirm the conversation and also checked my account and there was the full payout sitting in my account balance which I have then gone onto swiftly withdraw and hope to see in my account next week :-)

All in All, I'd like to thank all the contirbutors to this post who tried to help get this resolved: @Craig smith @LetsGiveItASpin @Skylined87

Not sure how much influence you had, but it certainly made me feel part of a community which is what Casinogrounds was meant to be and to share the highs and lows of the crazy gambling world we all live in!

Have a great weekend all!

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@pritmist exellent news on the outcome of the issue you had. Im so pleased for you and im happy that you came to casinogrounds to seek advice, help.

Also the casino in question is heavily linked to casinogrounds so through time there was always going to be a really good chance the situation would be talked about with them from someone here.

Also your own input towards the situation with yourself talking with leo vegas. One point is im pleased you never accepted the £100 you were offered and fought it to wait on the best outcome. 

Whatever help you recieved here im pleased it was of some value. In the end the right decision was made and you got your full payment. 

Enjoy your winnings pritmist and im pleased it was a successful outcome. Thankyou for posting up and letting us know the outcome.

Take care,  craig smith.👍.

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On 2018-04-20 at 15:05, pritmist said:

[RESOLVED]

Ok, so I have just received a personal phone call from my VIP manager at LeoVegas and without too much trouble, he literally apologised for the problems I faced during Monday evening and said he was happy to payout the full winnings into my account as cash.

If i'm honest, i'm not entirely sure what Evolution gaming came back with, but it must have shown that I had tried to place a bet and tied into the fact that Leo were having issues that evening then it resulted in my bets being rejected.

Anyway, a few mins after the phonecall, I got an e-mail to confirm the conversation and also checked my account and there was the full payout sitting in my account balance which I have then gone onto swiftly withdraw and hope to see in my account next week :-)

All in All, I'd like to thank all the contirbutors to this post who tried to help get this resolved: @Craig smith @LetsGiveItASpin @Skylined87

Not sure how much influence you had, but it certainly made me feel part of a community which is what Casinogrounds was meant to be and to share the highs and lows of the crazy gambling world we all live in!

Have a great weekend all!

Great news mate, congrats :) 

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