LeoVegas Casino - プレイヤーのアカウントがブロックされました。

, I am a professional poker planer since 20 years and ive sportsbetted away roughly 400-500k $ during my years of being full time player. 

Recently i had a small win in comparison to what I lose on a yearly basis and won around 8.000 $ and luckily i cashed out all but 1500$ on my account. 

When I logged on few days later i noticed my account is locked and leovegas wont tell me why and wont give me my money and havent even sent me any formal information through email. All info i had to get from livechat and they ignorere even tell me the situation about my money and funds. 

Dear Mohamad,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Do I understand correctly that from the entire amount of $8,000 you've received $6,500? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Patronela. I have been a customer of Leo Vegas for 4-5 years and bet sports matches only and lost most of the time.

It's true I have received 65000 sek and about 15000 sek is left that they do not give out.

Incredibly nice to get an answer, thank you thank you thank you

Hej Patronela. Jag har varit kund hos Leo Vegas i 4-5 år och bettat sportmatcher enbart och förlorat för det mesta.

Det stämmer jag har fått ut 65000 sek och ca 15000 sek är kvar som dem inte lämnar ut.

Otroligt skönt att få svar, tack tack tack

I have done account verification several times in the last week before they shut me down. I have not received any official information what happens but the only template I received is about verification that I sent in and then turned them off

Jag har genomfört konto bekräftelse flera gånger senast en vecka innan dem stängde av mig. Jag har inte fått något officiell information va som händer utan enda mallen jag fått är om verifikation som jag skickat in och därefter stängde dem av mig

Could you please advise when you requested the withdrawal and when was the last time when you've succeeded in accessing your account?

I have not been able to request withdrawal because they have terminated my account. I found this out trough live chat and they will not tell me anything about the remaining 1500$

I see. When was the last time you have succeeded in accessing your account, please?

I accessed my account about a month ago. I have been blocked since

Dear Mohamad,

Could you please advise if you have accumulated your winnings via sports betting solely?

Yes all my winnings are sportsbet, I usually have bet some amounts and usually lost, now I had two three games in a row won and this happens

Thank you very much, Mohamad, for your reply. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.

Please let me know how you would like to proceed.

Hello, I am very dissapointed to hear this, then what is purpouse of your site? If not to make the complaint plain and clear that Leovegas is Sterling my funds. The goddamn site wont even send me an email about what has happened and now a site that is supposed to back me and help me claims they reject my complaint. I will soon go public on twoplustwo and other gambling forums and I think what you are saying is very unclear when you say you have no insight then what is purpouse of your job here or what do u lack

Thank you very much for your reply. However, I'm sure you understand that sports betting is a very specific field and unfortunately, Casino.Guru doesn't cover it yet. If you check any complaint on our website that is related to sports betting, it has been rejected as we do not have a department dealing with this topic. I understand your frustration but sadly, we are not able to help you.

If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.

Please let me know how you would like to proceed.

Dear Mohamad,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.