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My issue is that they blocked my account in the middle of a game with a balance of about €4000. My session was suddenly closed, and I couldn't access my account anymore.

After contacting them, they asked me for documentation, which I submitted immediately. The next day, they requested more documentation, which I also provided right away.

My account was fully verified. My main complaint is that they blocked my account in the middle of a game where I was winning.

Mi problema es que me bloquearon mi cuenta en mitas de una partida con un saldo de unos 4000€ . Se me cerro la sesion de repente y no pude mas acceder a mi cuenta .

Tras contactar me pidieron documentacion que entregue inmediatamente , al dia siguiente me pidieron mas documentacion que tambien entregue de inmediato.

Mi cuenta estaba verificado al completo. Mi queja principal es : Bloquearme la cuenta en plena partida en el cual estaba ganando .

Hello pedram2218,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LeoVegas Casino ES. 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 spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

My account was already fully verified for more than 3 weeks and I had already made several withdrawals. (12000€, 1300€, 9000€, 6000€)

They blocked my account last week on 01/08/25 in the middle of the game, asking me for photos and bank statements, etc. (which I sent the same day)

But my account is already fully verified before

Mi cuenta ya estaba verificada totalmente desde hace mas de 3 semanas y ya habia realizado varios retiros . ( 12000€ , 1300€ , 9000€ , 6000€ )

Me bloquearon la cuenta la semana pasada el dia 08/01/25 en plena partida pidiendome fotos y extractos bancarios etc.. ( los cuales envie el mismo dia )

Pero mi cuenta ya esta totalmente verificada antes

Hello pedram2218,

The casino may request to re-verify your account at any time.

As verification usually takes up to 14 days, I would advise to wait only and forward all the documents they have requested from you.

Let us know in case it would take longer or in case of any update.

Regards,

Nick

Good morning. I have sent all the documentation that was requested. A few days ago, via chat, I requested the withdrawal of my funds and the definitive closure of the account. After that, they finally contacted me and requested more documentation (to process the verification more quickly and rehabilitate my account).

Buenos dias . He enviado todas la documentacion que me pidieron . Hace unos dias via chat solicite de vuelta la retirada de mis fondos y el cierre definitivo de la cuenta. Tras eso se pusieron por fin en contacto conmigo y me solicitaron mas documentacion (para procesar mas rapidamente la verificacion y rehabilitarme mi cuenta ).

Every day they asked me for a document and I sent it all. They don't know what to ask me for anymore. Finally they ask me for a statement of my Betfair account and I send it too. After sending it they don't answer me. Besides, I've been asking them for a detailed statement for 2 weeks and they still don't send it to me and on top of that they have the nerve to tell me that I haven't sent any documentation. They are scammers and thieves.

Cada dia me pidieron un documento y lo envie todo. Ya no saben que pedirme . Por ultimo me piden un extracto de mi cuenta de Betfair y tambien lo envio. Tras enviarlo ya no me contestan. Aparte llevo 2 semanas pidiendoles un extracto detallado tampoco me lo envian y encima tienen mucha cara de decirme que no he enviado documentacion. Son unos estafadores y ladrones .

Hello pedram2218,

Do I understand it correctly that you have requested the closure of your account?

Please forward any communication between you and the casino related to this matter to nikolas.b@casino.guru for further review.

Regards,

Nick

Hello. I have sent you the communication by mail but only the emails.

Buenas. Le he enviado las comunicacion por correo pero unicamente los Emails .

Thank you pedram2218 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear pedram2218,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite LeoVegas Casino ES representative to join this conversation.

Dear LeoVegas Casino ES,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Thank you for contacting us.

I am sorry about the issues you have experienced with this service. Unfortunately, due to GDPR and other data processing restrictions related to your complaint, I am unable to review this matter for you here.

Please send an email to detailing the above and stating: FAO Complaints Team on the matter. We will personally ensure that further investigation is carried out on your behalf.

Thank you and have a nice day.

Gracias por ponerse en contacto con nosotros.

Lamento los problemas que ha tenido con este servicio. Lamentablemente, debido a la GDPR y a otras restricciones en materia de tratamiento de la información relacionadas con su reclamación, no puedo examinar esta cuestión por usted aquí.

Le ruego que envíe un correo electrónico a ayuda@leovegas.es detallando lo anterior y poniendo: Equipo de Reclamaciones de la FAO en el asunto. Nos aseguraremos personalmente de que se siga investigando en su nombre.

Gracias y que tenga un buen día.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for your reply.

In order to share any information related to this case, we would need to verify your identity first: to do so, we need you to share an identification document such as your ID, driver's license or passport.

In addition, we offer you the option of sending an email to detailing what happened and putting the subject: "FAO Complaints Team". This way, we will personally ensure that your case is investigated further.

We await your response.

Have a good day!

Gracias por tu respuesta.

Para compartir cualquier información relacionada con este caso, tendríamos que verificar tu identidad en primer lugar: para ellos necesitamos que nos compartas un documento de identificación como tu DNI, carnet de conducir o pasaporte.

Además, te proponemos la opción de enviar un correo electrónico a ayuda@leovegas.es detallando lo ocurrido y poniendo como asunto: "FAO Equipo de Reclamaciones". Así, nos aseguraremos personalmente de que se investigue tu caso en más profundidad.

Esperamos tu respuesta.

¡Que tengas un buen día!

Dear pedram2218,

Could you please confirm if you have been able to submit the requested verification documents?

Thank you.

Dear pedram2218,

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.