LeoVegas Casino IT - Аккаунт игрока заблокирован.

hello very kind, I would like to try to get my money unjustly withheld from this casino, I have had an account with them for about a month and yet until I lost there were no problems, the first time I won a very modest sum of about 214 euros and something they block my account and ask for documents, I sent everything requested and they immediately proceeded to approve the requested documents, but to date the account is unusable and they certainly don't withdraw. First they said within a few hours soon then within 24 hours now they don't indicate more times but just wait. That's not good! Please help I care about good practices these certainly aren't, thank you so much

salve gentilissimi, vorrei provare a ottenere i miei soldi trattenuti ingiustamente da questo casino, è circa un mese che ho un account con loro eppure fino a quando perdevo non sussistevano problemi, la prima volta che ho vinto una somma direi modestissima di circa 214 euro e qualcosa mi bloccano conto e chiedono documenti, tutto il richiesto l’ho inviato e hanno subito provveduto ad approvare i documenti richiesti, ad oggi però conto inusabile e prelievo che non fanno di certo. Prima han detto entro qualche ora a breve poi entro 24 ore ora non indicano più tempi ma solo attendere. Così non va bene! Per favore aiutatemi ci tengo a pratiche corrette questi di certo non lo sono, grazie mille

Dear kam77,

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. Have you accumulated your winnings with or without an active bonus?

Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much for the support, so the winnings were made with the real balance and instead I concentrated mostly on sports bets, I wrote an email to leovegas last night but who knows when they will reply so far I have always talked via chat

Grazie mille per il supporto, allora le vincite sono state fatte con il saldo reale e invece mi sono concentrato per lo più sulle scommesse sportive, ho scritto ieri sera una mail a leovegas ma chissà quando risponderanno finora ho sempre parlato via chat

I've emailed them everything relevant now I'm just waiting but more than anything I hope you can help me I don't trust them

Le ho inviato per mail tutto quello che è rilevante ora sono solo in attesa ma spero più che altro che voi possiate aiutarmi non ho fiducia in loro

Thank you for your reply, kam77. As you might know, our forum Casino.guru, deals with 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 if you mostly focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear kam77,

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.