Warning on Leovegas delay in verifying account

davelas

I opened an account at the start of June.  I have a number of other online accounts and have been around for a long time! :-)
My account has been fully verified - immediately and then by sending id (address and bank card)
I have made 5 to 6 deposits and played using no bonuses- I lost money and did not withdraw
I have then made 2 withdrawals - one was paid (£3.5K after deposit of £3k)
I made a w/d for £4k this Tues 23 June after a deposit on the same day for £3k
They have confirmed that this w/d has not been processed
They have asked for additional docs which I sent immediately on wed and additional info which I have returned immediately on Saturday
They have now said this may take 7-10 working days to review DUE TO COVID 19!
my issue is not that they need to check on customers spend but the delay in doing this due to their issues with COVID - there is no communication on their site about this
Also here is no UK telephone to talk to someone.  I am effectively paying for their admin delays.  if they are struggling then surely they should limit new player take on?
I am trying to get through to Mark Good their UK director and Alison Costello their CFO but it is proving very difficult

JJ_Egan

Swedish Casino company .

Blackbeard_of_Perranporth

davelas said:

I opened an account at the start of June.  I have a number of other online accounts and have been around for a long time! :-)
My account has been fully verified - immediately and then by sending id (address and bank card)
I have made 5 to 6 deposits and played using no bonuses- I lost money and did not withdraw
I have then made 2 withdrawals - one was paid (£3.5K after deposit of £3k)
I made a w/d for £4k this Tues 23 June after a deposit on the same day for £3k
They have confirmed that this w/d has not been processed
They have asked for additional docs which I sent immediately on wed and additional info which I have returned immediately on Saturday
They have now said this may take 7-10 working days to review DUE TO COVID 19!
my issue is not that they need to check on customers spend but the delay in doing this due to their issues with COVID - there is no communication on their site about this
Also here is no UK telephone to talk to someone.  I am effectively paying for their admin delays.  if they are struggling then surely they should limit new player take on?
I am trying to get through to Mark Good their UK director and Alison Costello their CFO but it is proving very difficult

Swedish Casino Operation. Mostly Slots!
When I worked in Browns Arcade on the sea front in Cleethorpes, I was told to make sure the punter enjoys losing their money. This site is an online casino.
No one has ever broken the bank in Monte Carlo.

JJ_Egan

Once as i understood it a long long time ago .Biased wheel and all that .

davelas

Online gambling will always be a contentious issue.  My warning is that this company will suspend and withold genuine withdrawals until they have completed a (very) review of your finances.  Other companies have done this over 24 hours.  (I've been around a long time!)  My issue is that this can now be 10 working days which can easily add up to 2 weeks in the real world with weekends.  There is no ability to call them.  They just offer you a callback.  Interestingly I talked to the Gambling Commision.  They just said I would have to wait my turn!.  As of this morning they will now make the w/d but need more info.  I will update this site

davelas

just a quick update (19th July 2020) - they have paid me my withdrawal but they have still not verified the account - despite me sending the requested bank statements. I have had 2 live chats where both staff members were quite rude.

oldagetraveller1

I read the title and immediately thought it referred to some obscure energy supplier!

TripleH

Might the issue be having the staff available to verify your data? I suspect there could be tight rules on access to sensitive personal information. Plus whilst it's a Swedish company, is it operating out of Malta? There might be different rules for covid19 there.

JReacher1

There are lots of very good online casinos. If this one is rubbish just move to a different one. They all tend to host the same games.