LeoVegas Casino ES - Der Spieler hat Mühe, sein Konto zu verifizieren.

They have been asking for documentation for more than 19 days, they do not respond to emails and they do not make the refund

Llevan pidiendo documentación más de 19 días, no responden a correos y no hacen el reintegro

Hello joseamtc,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LeoVegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, the account is verified.

When trying to withdraw the €102,500, they asked me for a lot of documentation.

Bank statements, loan contracts, statements from my taxes. All of this has been attached on the same day that they always request it. I write them several emails a day and they don't respond. The last answer I have is from today that says

"Thanks for your messages.

The verification process is still ongoing and will update you shortly.

Best regards,

John

LeoVegas, Verifications Team"

But yesterday I got this answer

"Hello Jose,

I contact you from the LeoVegas VIP department.

The last document you sent is exactly what we needed, the verification agent is reviewing it and should contact you today.

I hope you have a great day!

Adrian

VIP room"

No response from Adrian or John, just problems

Buenas, la cuenta esta verificada.

Al tratar de retirar los 102.500€ me han pedido mucha documentación.

Extractos bancarios, contratos de prestamos, extractos de mis impuestos. Todo eso ha sido adjuntado en el mismo día que lo solicitan siempre. Les escribo varios correos al día y no responden. La última respuesta que tengo es de hoy que pone

"Gracias por sus mensajes. 

El proceso de verificación aún está en curso y se le actualizará en breve.

Best regards,

John

LeoVegas, Verifications Team"

Pero ayer recibí esta respuesta

"Hola Jose,

Te contacto del departamento VIP de LeoVegas. 

Justamente el ultimo documento que enviaste es el que necesitábamos, el agente de verificación lo esta revisando y debería de contactarte en el dia de hoy.

¡Espero que tengas un gran día! 

Adrian

Sala VIP"

No hay respuesta por parte de Adri´án ni de John, solo problemas

Hello joseamtc,

Could you please advise if the verification process still persists or it is finished? If it's still isn't we will definitely try to intervene.

Regards

Dear joseamtc,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.