Complete shitshow @ Leovegas

[Janalleman]

@LetsGiveItASpin@HampusSolsidan@CGDL@Skylined87

CG's favourite casino is being extremely shady & dodgy at the moment.
They are fabricating their own rules and lack some serious transparency.

I will just make a topic, because I have not received a response upon my DM (29th May @HampusSolsidan).

I had an active (cash reward) bonus of 100€, with 3000€ wager (promo email 24th april).
This was completed for 2930/3000€, but I decided to log off and finish it later that day.

When I logged in the bonus was gone due to an automatic safety play ban. They just stole that 100€, upon 99% wager completion.

Now I can never trust them anymore over a bonus, because apparently they can cancel it at any time.

They said I received several messages regarding safe play, but I never received anything.
This casino is rated 9/10 here every year, but I don't see it tbh. This was extremely shady.

They also have automatic pop-ups every 60 minutes, which block all your gameplay for 30seconds.
This means you can be in the middle of a Blackjack hand and u cannot hit/double/stand.
Or even worse, imagine what could happen on Live games.

They are actively dodging any question by pointing to the KSA (Dutch Gambling Authority).
They give no insight in your ban. It could be 30/60/90 days.

Notes:

Thank you for contacting LeoVegas.

I see that your account was recently reviewed by our Safe and Responsible Gaming department. In accordance with the license, we are then required to restrict your participation in promotions for a period of 30, 60 or 90 days. Unfortunately, I can't see how long it is in your case. My apologies for the inconvenience

-----

After asking around about your problem, I have an answer! Here's the thing: you received an automated message on April 25 to interact, which was also the same date that the ban started. Unfortunately, we cannot reverse the ban after it has started, it is permanent... This is because of the KSA license.
 
We apologize for the inconvenience, but we can not offer you any more bonuses, nor the bonus you almost got...

-----

And so it's an automated system that based on your playing behavior will figure out if you should get a check, if you get this check you will see it in your app and it will tell you to change your playing behavior slightly. After 30 days he will look again and if nothing has changed he will put The Block on it. This is not something we have put in place ourselves, this is a regulation from the KSA, which by the way we are going crazy ourselves.

-----
As for the other promotion “up to 50% extra cash (max. €100)” (see attachment), we were able to determine that here too the roundtable conditions were not met at the time the limitation on your promotions became active.
 
You had to wager €3000 in order to receive the reward from this promotion, however, you reached €2782.07, so the promotion was not completed.
Once the restriction on your promotions became active the promotions will be removed from your account.

After 30 days the promotions were available again:

May 29 Promo:
The festivities begin on your 'My Offers' page. There you will discover the refreshing surprise guaranteed to brighten up your LeoVegas experience! Leo's Spring Festival treats you to an energetic reward every day. This is how we do it at the King of Casino!

May 31 Ban: 
Gijs (LeoVegas) Jun 1, 2024 01:54 CEST Dear, Thank you for your email to LeoVegas. Unfortunately, your account is currently barred from promotions by the KSA. I can inform you that your account will be reassessed by the KSA and then you might be able to receive a bonus again. However, we have no influence on this.

June 7 Promo:
More money, more fun! It's very simple: deposit €25 or more and meet the redemption requirement twice for TWO cash rewards! On the day of deposit, claim up to €50 after wagering 10 times on our sublime casino games. Fancy more? Then wager another 10x on the day after the deposit for a second bonus of up to €50!

June 9 Ban

June 10-17 Promo:
Increase your balance by up to €250 thanks to our sumptuous 50% deposit bonus. Then you'll be well equipped for Exclusive Sports blackjack 1, Exclusive Sports blackjack 2 and Exclusive Sports Speed blackjack!

June 19 Ban

Later today (19th) my promotions are available once again. 

So they have actively banned me 4 times within a month and accuse the KSA of doing this.
They clearly stated as mentioned in the notes: ''After 30 days he will look again and if nothing has changed he will put 'The Block' on it.''

This whole joke cost me atleast 500-1000€ of cancelled promo's that were partially wagered.

The chat is actively dodging any questions regarding this issue, so they could just throw another ban in 2 days.

I demand transparency and a compensation.

[LetsGiveItASpin]

Heya Buddy!
I dont rly Use @HampusSolsidananymore, So that is why ive missed the pm.
We Try to handle all issues thru Letsgiveitaspin Or @LGIAS Bonus Hunt Winners Ill look into this early in the morning tomorrow and see what has gone wrong ❤️
 

[mosmagic]

Don't get me started of these guys tactics.

Lets just say,

Once upon a time there was this great big awesome casino BUT THEN........

[TrustworthyC]

I have seen and lived through such moments since the new Dutch gambling rules came into play, but not specific to Leovegas. A bunch of times i find settings that are at the very least not optimized, as in playerfriendly. Now, i get it, but theres absolutely need for fine tuning and somewhat more sensible apllications of the current rules. And of course some rules need to go, such as normal autoplay and the mentioned above forced breaks as @Janalleman stated: i only want to emphasize this in case a Leo rep comes in to handle this! It happens in all table games, it cost me some money in Videopoker, and roulette. 

Didn't wanna start a support call for that but it definitely changed my way of playing. I now have to keep an eye on the timer so i don't get stiffed  ^.^

Surely there is a way to implement this so at least you can not get interupted inan active bet/hand/spin etc.

Cheers!

Personally, Leo was 10x better for me before the Dutch thing, but i don't feel their service has declined or anything. Just less games on offer (loads of favorites) and the annoying autoplay and RG popups..

But again, this is so across the board. Hopefully KSA will soon revise one thing or another!@

@Janalleman one weird question perhaps: how would the KSA have any influence about your bonus-eligibility? That part struck me as odd...

[Skylined87]

I've reached out to Leo just now - will let you know via DM @Janalleman on what and how once I get response.

[Janalleman]

3 hours ago, TrustworthyC said:

I have seen and lived through such moments since the new Dutch gambling rules came into play, but not specific to Leovegas. A bunch of times i find settings that are at the very least not optimized, as in playerfriendly. Now, i get it, but theres absolutely need for fine tuning and somewhat more sensible apllications of the current rules. And of course some rules need to go, such as normal autoplay and the mentioned above forced breaks as @Janalleman stated: i only want to emphasize this in case a Leo rep comes in to handle this! It happens in all table games, it cost me some money in Videopoker, and roulette. 

Didn't wanna start a support call for that but it definitely changed my way of playing. I now have to keep an eye on the timer so i don't get stiffed  ^.^

Surely there is a way to implement this so at least you can not get interupted inan active bet/hand/spin etc.

Cheers!

Personally, Leo was 10x better for me before the Dutch thing, but i don't feel their service has declined or anything. Just less games on offer (loads of favorites) and the annoying autoplay and RG popups..

But again, this is so across the board. Hopefully KSA will soon revise one thing or another!@

@Janalleman one weird question perhaps: how would the KSA have any influence about your bonus-eligibility? That part struck me as odd...

Yeah, the breaks are quite the burden. I completely stopped playing any live games that can potentially end in a nightmare.
The timer is not always spot on. So eventually you will either have a round interrupted or cancelled.

As far as I know the KSA doesn't have any direct influence on bonus eligibility. There is a certain kind of protection the casino has to offer.
Leovegas has developed a tool that 'detects' player behaviour that might be harmful. The KSA probably approved this to execute certain protection.
It would be illegal for them to directly share any data of a player account to the KSA at all (there are exceptions; Wwft, WOK etc).
Their 'KSA shield' is quite odd. The lack of transparency bothers me most. You're not protecting players by just swinging the banhammer, haha.

 

23 hours ago, LetsGiveItASpin said:

Heya Buddy!
I dont rly Use @HampusSolsidananymore, So that is why ive missed the pm.
We Try to handle all issues thru Letsgiveitaspin Or @LGIAS Bonus Hunt Winners Ill look into this early in the morning tomorrow and see what has gone wrong ❤️
 

Ah, that explains! Appreciated! Ty. I will wait for @Skylined87 reply.

 

 

2 hours ago, Skylined87 said:

I've reached out to Leo just now - will let you know via DM @Janalleman on what and how once I get response.

Very much appreciated! Looking forward to your response.

(Once solved, you may remove the topic, as I had no public intentions and you didn't have a chance to solve it by DM.)
 

[Rhysttt]

I too have had issues with Leo Vegas in general around gaming responsibility and randomly locking my account.

They are definitely not the choice of casino anymore. Ridiculous low RTPs compared to other casinos and they don't even release all the new games the moment they came out.

The Only thing I like is I can be rest assured that they will payout.

[TrustworthyC]

Just to make sure i don't get misunderstood: Leo happens to be my fav. place currently. I like their bonuses the best, and i always get decent play time there, it's just that it was 10x better before the Dutch shizzle...

I do really hope that someone in the right place takes note of those intrusive RG popups, and gets that fixed. Shouldn't be rocket science t.b.h.

Also, @LeoVegas_Support and @LeoVegasJ if you guys read this and have some spare time, could you try and pull some strings to see if the Dutch facing client can be updated in the content section? I'm only seeing 3 BTG games, a handful of good Nolimits are M.I.A. and my most important Blueprint game ever is nowhere to be found! (Lightning Strike)

/end hijack

[Janalleman]

22 hours ago, TrustworthyC said:

Just to make sure i don't get misunderstood: Leo happens to be my fav. place currently. I like their bonuses the best, and i always get decent play time there, it's just that it was 10x better before the Dutch shizzle...

I do really hope that someone in the right place takes note of those intrusive RG popups, and gets that fixed. Shouldn't be rocket science t.b.h.

Also, @LeoVegas_Support and @LeoVegasJ if you guys read this and have some spare time, could you try and pull some strings to see if the Dutch facing client can be updated in the content section? I'm only seeing 3 BTG games, a handful of good Nolimits are M.I.A. and my most important Blueprint game ever is nowhere to be found! (Lightning Strike)

/end hijack

Yeah, agree.

It used to be a market leader. Progressive, innovative, up-to-date & great tournaments/promotions.

I guess you should keep that standard in every country you operate. It was much worse though. They are definitely on the right track.

/hijack approved.

[Janalleman]

Unfortunately still never got any compensation regarding this matter.

After weeks of investigation I only got this reply:

Quote

We have checked further and it is indeed correct that you were getting a promotion break on your account each time, this is due to the KSA mandated Addiction Prevention Policy that we must comply with due to our licensing requirements. 
We strictly monitor the playing behavior of all our customers to ensure they are adequately protected.
As soon as a trigger is detected, which can be an automatic interaction you get while playing or an assessment from our 'Safe and Responsible Gaming' department, then there will be an interruption on your promotions.
Because it is an obligation from the KSA, it is not possible for us to change or stop this.
Also, while having a block on receiving promotions, the time for which this block applies can be extended. All this is also done automatically. Therefore, it is not possible for us to give an exact date when you will be able to receive promotions again.
Below is a slightly more detailed explanation that you can also find in our Addiction Prevention Policy;
For players undergoing intervention, there are specific prohibitions for the duration of which we are not allowed to make bonus offers. This means;
(a) A 30-day restriction is applied to any player who receives an automated intervention (information notice)

The questions I literally asked several times still didn't got answered. If the minimum promotional ban is 30 days, how is it possible that I got:

May 29 promo mail
May 30 promo ban
June 7 promo mail
June 9 promo ban
June 17 promo mail
June 19 promo ban
July 8 promo mail
July 9 promo ban

So within 2 weeks I got 4 bonusbans, which did result in a loss of all 4 partially wagered promo's.

Last week I got another promotional ban after playing @ night. This seems to be quite a big trigger for them.
I contacted support, because obviously another bonus was deleted. 

Response:

Quote

 

I can inform you that based on a number of different factors and considerations, you are not eligible for promotions. 

You have been predicted as a future risk and therefore cannot receive any promotions for the next 60 days until you are reassessed. Then it is possible that you could possibly receive a bonus again after that. However, we have no influence on this.
Sorry for the inconvenience

 

After I requested about the bonus support said:

Quote

you have played round so far EUR 915.20/1000
if you still have 85 eur to play you can contact us again. So that we can contact the relevant department. Please note that they are currently closed and will not be open again until 7 AM.

So this time after the bonusblock, I was able to wager the remaining money after the promotion was removed of my account.

As I was compensated this time after the bonusblock I want to request a compensation for the deleted promo's of:

May 29 
June 7 
June 17 
July 8 

At least the 99% wagered 100€ bonus. Thanks.

Good luck @ Casino of The Year!
 

[jankkee]

9 hours ago, Janalleman said:

Unfortunately still never got any compensation regarding this matter.

After weeks of investigation I only got this reply:

The questions I literally asked several times still didn't got answered. If the minimum promotional ban is 30 days, how is it possible that I got:

May 29 promo mail
May 30 promo ban
June 7 promo mail
June 9 promo ban
June 17 promo mail
June 19 promo ban
July 8 promo mail
July 9 promo ban

So within 2 weeks I got 4 bonusbans, which did result in a loss of all 4 partially wagered promo's.

Last week I got another promotional ban after playing @ night. This seems to be quite a big trigger for them.
I contacted support, because obviously another bonus was deleted. 

Response:

After I requested about the bonus support said:

So this time after the bonusblock, I was able to wager the remaining money after the promotion was removed of my account.

As I was compensated this time after the bonusblock I want to request a compensation for the deleted promo's of:

May 29 
June 7 
June 17 
July 8 

At least the 99% wagered 100€ bonus. Thanks.

Good luck @ Casino of The Year!
 

Sorry to hear this. I have been "leovegas-free" 1,5 years now after they randomly banned my account and I never got a answear why. I tried to be in contact with them for a couple of weeks but it was really shady and dodgy answears I got nothing that was a fact or something.. I did not bother to contact anyone here either since they seemed to have made up their minds I should be banned :E

[Janalleman]

14 hours ago, jankkee said:

Sorry to hear this. I have been "leovegas-free" 1,5 years now after they randomly banned my account and I never got a answear why. I tried to be in contact with them for a couple of weeks but it was really shady and dodgy answears I got nothing that was a fact or something.. I did not bother to contact anyone here either since they seemed to have made up their minds I should be banned :E

Yeah, well they don't have to give a reason by their T&C. It's sad really. Some casino's just have to much power in general.
Still worth a try to start an official complaint procedure through Leovegas. Maybe you get some clarity.

They abuse the safeplay rules in their favour, instead of protecting their players.
If Leo want to step up they credit the percentage of wagered promo, after such a block.

Can deposit for a bonus after wagering is done, but are not allowed to play it through. It's fucked up.

We vote this casino 'Best casino of the year', but they don't care about their players.

I've seen soms cases in the Netherlands, people got removed from their leaderboard positions, due to the promotional bans.
Literally losing 500€+ prizes after already being qualified for the leadboard. I don't even login anymore, to afraid to get banned.

Currently only 1 casino is protecting their players for promotional bans; Livescorebet.

[TrustworthyC]

I have now also been banned on both Leo, and their recent sister (at least recent to me) BetMGM..

Was also in the middle, or rather pretty sure at the end of wagering a (for me) decent bonus on a bigger depo...

Of course i didn't check it immediately, but after the dime dropped i naturally asked them in chat what exactly was going on, if they could give me a reason, etc. and to at least let me finish wr or put the bonus on hold for after any ban period (but i'm pretty sure i was already done with the wr - i just can't check it because the section where you can check it is exactly the section which gets blocked...

Pretty sour about it, and of course haven't played there anymore since, save for one deposit to see if i actually could still deposit or not (because the message in the blocked part said: 'you can no longer use bonuses, deposit or withdraw' which chat said was a mistake...) 

I'm hoping they will award the bonus or w/e portion was wagered, but it's pretty sad. This was all right after the 'new rules' since 1 november..

A bunch of other casinos i play at have enforced deposit limits, which is also annoying, but that i can live with -although Unibet put me on a really low limit, which i don't quite understand?! Loads of questionmarks on my end, reasoning of the KSA is silly at best, and i really want to know what the big heads and/or 'advisory'' bodies they use to make these decisions, are smoking@!

I sure hope it doesn't get worse, because i'll simply have no choice but to stop gambling or finally go the VPN/crypto route -which i actually still don't really trust..

But that's a different discussion.

Happy you got at least some back @Janalleman but of course it's ridiculous seeing the whole process you had to go through to even get that...

I frankly can't be arsed right now, although if i'm honest i should, not only for the principle but also because as a low roller small budget player i really miss that chunk of RTP, so to speak!

We'll see what the future holds...

 

Edited 7 November by TrustworthyC

[Woodenleg]

When I created account on Leovegas like 3-4 years ago I was instantly banned permanently. Never happened anywhere else and they didn't give me any reason they were just like Casino can choose their players. I quess I dodged a bullet there.

[ressivv]

On 07/11/2024 at 11:17, Woodenleg said:

When I created account on Leovegas like 3-4 years ago I was instantly banned permanently. Never happened anywhere else and they didn't give me any reason they were just like Casino can choose their players. I quess I dodged a bullet there.

That's a different Leo, Leo was awesome back then