Withdraw trouble with Leo Vegas

[Robin C]

Hello everyone, 

My mom is having withdraw trouble due to Leo Vegas denying all of her documents she sent to verify her address. It’s been roughly 10 days since she’s been dealing with this issue and live chat support isn’t even helping her; pushing the issue towards Hooyu or even the Payment Department denying her documents. 

so my question is, is Leo Vegas denying her request because of a P.O. Box used as her address? but this is on her Driver’s License and all the documents she sent to verify her address and although Hooyu has verified her I.D. and documents, it’s the Payment Department are going back to deny the address approval and keeps asking for the same documents without any additional direction. 

what else can my mom do that could help her get her payout/withdraw? Is there an email for Leo’s Payment department ? so that she contact them so she could directly ask why they are denying her documents or even someone who could help? As Email/Live Chat Support isn’t really helping her. 

thanks for your time, and I appreciate any response I get. Have a great day.

[joshnadin]

5 minutes ago, Robin C said:

is Leo Vegas denying her request because of a P.O. Box used as her address?

If this matches the address used when signing up and also reflects what is on her government issued photo ID, then then I don't see why this should be an issue.

6 minutes ago, Robin C said:

what else can my mom do that could help her get her payout/withdraw? Is there an email for Leo’s Payment department ? so that she contact them so she could directly ask why they are denying her documents or even someone who could help? As Email/Live Chat Support isn’t really helping her. 

The requirements for Leo Vegas KYC documents can be found here.

When you are taking a photo of the ID, ensure that all four corners of the documents are visible and not cropped, and also ensure good natural lighting so there is no blur on the photo, plus all of the details can be easily read. Also make sure that the document is in date and is not due to expire in the near future.

Also, the verification document needs to be one of the approved types of document for your country of residence.

If you believe you have already provided a document that meets these requirements, ask support specifically why it is being rejected so you can move forward and know what to do so you can provide a document that will be approved. Sometimes you just have to have a little patience and persevere in asking them until you get directed to someone who will be able to help.

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I don't believe that any back office, non-customer facing department has an email address available for you to reach out.
However, there are some people in this forum such as @Skylined87who I know have contact's at Leo, plus @LeoVegas_Support and @LeoVegasJ are active on here too if you're still having trouble.

[gypsycream26]

Probably the worst Casino out there  , I was made as welcome as a fart in a spacesuit  .......   change your Casino once you get it sorted       🙂

[biggestdosser]

send a PM to kimster letsgiveitaspin, maybe he can help

[Rhysttt]

I found you have to be quite thorough with Leo Vegas and consistent.

 

They rejected by bank approved letter which was stamped and signed multiple times. I was persistent and made a complaint and also told them I am affiliated through Casino Grounds when I signed up and they sorted it out straight away.

Once your approved with Leo Vegas they approve withdrawals within minutes and shows on your card within an hour as a pending transaction.

 

So no joke they are tough on KYC and sometimes you just have to keep pushing because they don't understand in other countries you have different laws and approved documents.