I finally "played up" over 4-5 days from 50€ to an amount of 8.000€.
So far so good, then I requested a withdrawal of the 8,000€ and uploaded all the necessary documents for verification.
Everything was verified and the withdrawal was made.
The payout was instructed on 22.04. When a few days later (5 business days) the money was still not in my bank account, I wrote to Leovegas.
They told me that I had to prove with a bank statement that the money had not arrived in my bank account.
No sooner said than done, I sent Leovegas the documents and was assured in the customer chat that the money would then be credited to my player account since it never reached me.
After several contacts with customer support, there were contradictory statements on the part of Leovegas. Sometimes they said that the money should be back on the player account by 06.05.20 at the latest, but then they said again that it is still being processed.
Finally, on 04.05.20 I was sent an "encrypted e-mail" from Leovegas, which contained sensitive documents and could only be viewed via password.
So I wrote to Leovegas support again and asked for the password. Password was communicated, but wrong - therefore the access to the encrypted mail was then also blocked.
And then I had to contact the support again to get help. The next 2-3 chats were mysteriously terminated and I was logged out of the customer account while the customer service representatives were trying to "solve" the problem.
Then I had contact with another customer advisor (04.05.20) who told me that I have to provide proof from my bank that the amount of 8.000€ never reached my bank account. Since I am a customer of N26 Bank (a pure online bank), I was told by my bank that the issuance of such a document is not possible.
So I wrote again to the support of LeoVegas and told them that, customer service representative wanted to contact the appropriate department and then let me know.
Again, the chat is terminated for mysterious reasons and I logged out of the customer account
I have most of the chat history by email as a copy (there is always stated that the chat was ended by me, which is not true!).
I also have a screenshot from the contact with N26 customer support, where I am told that such a letter can not be issued.
Now I am at a loss and just want the money to be credited back to the customer account so that I can withdraw it to my second account again.
However, Leovegas insists that the money was paid out by Leovegas and they never received a refund from my bank.
In the meantime I do not know what to do and turn to you, in the hope that someone can help me.
Thanks in advance to @Caro who immediately took care of my concern and contacted LeoVegas.
However, I did not get any further this time either. A "team leader" from LeoVegas has now contacted me and is again requesting the same document as before.
As I have already written, Quote from my first post " Since I am a customer of N26 Bank (a pure online bank) I was told on the part of my bank that the issuance of such a document is not possible."
Again I wrote to the N26 Bank, this time also requested to speak with a superior - but again without success!
Unfortunately, the N26 Bank only has a chat support and cannot be reached by phone or in person.
Now I am back in the same place as before. LeoVegas sent me a document from Trustly confirming that the amount went to my account, but N26 Bank refuses to confirm that this amount never reached my account
I have submitted complete account statements from April-May to LeoVegas, but apparently it is not enough.
Meanwhile, I see myself forced to take legal action, which will probably affect LeoVegas and N26.
Since both LeoVegas has all the evidence of me, but the amount "withholds" as well as N26 as my bank that refuses to issue me as a customer a document that I urgently need.
I would also be interested. Ultimately, only a lawyer from the bank will be able to demand
To confirm the authenticity of your receipts/copies
It's amazing what happens when money is transferred.
[solved] Payout Leovegas
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i made a Deposit at LeoVegas via Paysafe for 50€ without any Bonuses or anything else.
I finally "played up" over 4-5 days from 50€ to an amount of 8.000€.
So far so good, then I requested a withdrawal of the 8,000€ and uploaded all the necessary documents for verification.
Everything was verified and the withdrawal was made.
The payout was instructed on 22.04. When a few days later (5 business days) the money was still not in my bank account, I wrote to Leovegas.
They told me that I had to prove with a bank statement that the money had not arrived in my bank account.
No sooner said than done, I sent Leovegas the documents and was assured in the customer chat that the money would then be credited to my player account since it never reached me.
After several contacts with customer support, there were contradictory statements on the part of Leovegas. Sometimes they said that the money should be back on the player account by 06.05.20 at the latest, but then they said again that it is still being processed.
Finally, on 04.05.20 I was sent an "encrypted e-mail" from Leovegas, which contained sensitive documents and could only be viewed via password.
So I wrote to Leovegas support again and asked for the password. Password was communicated, but wrong - therefore the access to the encrypted mail was then also blocked.
And then I had to contact the support again to get help. The next 2-3 chats were mysteriously terminated and I was logged out of the customer account while the customer service representatives were trying to "solve" the problem.
Then I had contact with another customer advisor (04.05.20) who told me that I have to provide proof from my bank that the amount of 8.000€ never reached my bank account. Since I am a customer of N26 Bank (a pure online bank), I was told by my bank that the issuance of such a document is not possible.
So I wrote again to the support of LeoVegas and told them that, customer service representative wanted to contact the appropriate department and then let me know.
Again, the chat is terminated for mysterious reasons and I logged out of the customer account
I have most of the chat history by email as a copy (there is always stated that the chat was ended by me, which is not true!).
I also have a screenshot from the contact with N26 customer support, where I am told that such a letter can not be issued.
Now I am at a loss and just want the money to be credited back to the customer account so that I can withdraw it to my second account again.
However, Leovegas insists that the money was paid out by Leovegas and they never received a refund from my bank.
In the meantime I do not know what to do and turn to you, in the hope that someone can help me.
Thanks in advance for your effort!
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[solved] Payout Leovegas
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Please, if it drags on much longer, Caro from Gamble Joe - Team for her help!
Love greetings
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[solved] Payout Leovegas
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Update: I have now received an email from a "superior" that I should send another account statement from 22.04 to today.
I did that earlier and am waiting for an answer by mail.
I am curious!
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[solved] Payout Leovegas
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Thanks in advance to @Caro who immediately took care of my concern and contacted LeoVegas.
However, I did not get any further this time either. A "team leader" from LeoVegas has now contacted me and is again requesting the same document as before.
As I have already written, Quote from my first post " Since I am a customer of N26 Bank (a pure online bank) I was told on the part of my bank that the issuance of such a document is not possible."
Again I wrote to the N26 Bank, this time also requested to speak with a superior - but again without success!
Unfortunately, the N26 Bank only has a chat support and cannot be reached by phone or in person.
Now I am back in the same place as before. LeoVegas sent me a document from Trustly confirming that the amount went to my account, but N26 Bank refuses to confirm that this amount never reached my account
I have submitted complete account statements from April-May to LeoVegas, but apparently it is not enough.
Meanwhile, I see myself forced to take legal action, which will probably affect LeoVegas and N26.
Since both LeoVegas has all the evidence of me, but the amount "withholds" as well as N26 as my bank that refuses to issue me as a customer a document that I urgently need.
I will keep you updated!
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[solved] Payout Leovegas
Nobody has liked this post so far
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[solved] Payout Leovegas
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To confirm the authenticity of your receipts/copies
It's amazing what happens when money is transferred.
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[solved] Payout Leovegas
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Still nothing has happened, I now have a receipt from my bank and forwarded that.
LeoVegas must now check where the money remains.
So it's wait, wait, wait.
LG!
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[solved] Payout Leovegas
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The money has been credited back to my player account and I can now withdraw it.
So the problem is solved and the entry can be marked as solved.
Thanks again to the Gamblejoe team for their effort!
LG
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This thread was closed
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