LeoVegas Casino IT - プレイヤーのアカウントは閉鎖されました。

I received a communication stating that Leovegas decided to permanently close my account, following a lengthy verification process that started in August.

First, let me clarify that I have not violated any terms and promptly submitted all the requested documents. I deposited substantial amounts and then won 15,000 euros, which I fully replayed on the platform. I am requesting a refund of 1,500€ for my deposits due to being deprived of bonuses, the VIP program, and all the benefits I was entitled to after replaying that amount on the site. However, I did not have the opportunity as they blocked my gaming account, depriving me of various services.

Ho ricevuto una comunicazione in cui leovegas ha deciso di chiudere definitivamente il mio conto, dopo una lunghissima verificata iniziata ad agosto.

Premetto che non ho violato alcun termini ed ho tempestivamente mandato tutti i documenti richiesti. Avendo depositato ingenti somme, e avendo poi vinto 15000 euro che ho interamente rigiocato sulla piattaforma. Richiedo il rimborso di 1500€ per i depositi da me effettuati, per la privazione dei bonus, del programma vip e di tutte le agevolazioni di cui avevo diritto dopo aver rigiocato tale somma sul sito, ma non ne ho avuto modo dato che mi hanno bloccato il conto gioco privandomi dei vari servizi.

Dear sabrina91297,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience with LeoVegas and the closure of your account.

To understand your case better and to see how we can assist, could you please clarify a few points?

• Could you confirm if there was any remaining balance in your account when LeoVegas closed it?
• Did the casino provide any specific reasons for closing your account, or was it simply labeled as a general decision by LeoVegas?
• Could you forward any correspondence you received from LeoVegas, including emails related to the verification process and account closure? This may provide us with additional context. If you’d like, you can send these to petronela.k@casino.guru.
• 
  

Please note that we can proceed with cases where a casino has confiscated an outstanding balance. However, we are unable to pursue claims related to future bonuses, potential winnings, or VIP benefits, as casinos have the right to close accounts as long as any remaining balance is paid out.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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