LeoVegas Casino - Виграші гравця затримуються, а проблема з обліковим записом не зникає.

Dear casino guru support

To begin with, I must say that I have been a loyalty customer on numerous gaming sites, and I have never encountered such indifference.

In early September, I participated in an intriguing promotional tournament on Leo Vegas called the WoWpot Tournament. The objective of this tournament was to achieve the highest multiplier wins, and I made sure to confirm the rules through your chat service before proceeding to play. The tournament was divided into four stages, each with a prize pool of €2,500. The winner of each week was promised a reward of €2,000.

I invested thousands of euros into this tournament, aiming specifically for these weekly first-place prizes.

Given that the game's RTP is 86%, and with the Leo Jackpot feature active, which deducts €0.10 per spin, the effective RTP per spin was around 55%. No rational player would engage in such gameplay unless the tournament was designed to offset these losses and provide an opportunity for reasonable returns.

After the first week concluded, I reached out to inquire about the leaderboard and the prize payments, as I had achieved a very competitive score, one that would typically secure the tournament's top spot.

I was initially told that the matter was being investigated and that I would receive a response. However, despite reaching out approximately 10 times over the last three weeks, I have received no meaningful reply.

My loyalty manager, Henna, has also been informed multiple times, but she has not responded either, likely due to my recent drop in loyalty status.

Regardless, over these four weeks, I consistently achieved outstanding results that should have won me each week's tournament, having spent significant sums and dedicated a large amount of time.

I am formally requesting the full payout for the four weeks, amounting to €8,000 (€2,000 for each week's first-place prize).

I have screenshots of all my results and am fully prepared to provide any evidence required by Casino Guru.

Additionally, I find it concerning that Leo Vegas removed all information about the tournament from the promotions page even before the four-week tournament had concluded.

I look forward to your prompt resolution of this matter.

Kind regards,

Jarkko

Dear napasorsa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LeoVegas Casino ES.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share screenshots regarding your placement in the tournament?
• Could you please share your communication with the casino regarding the matter? Share screenshots here, or send chat transcripts or emails to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Thomas,

Thank you once again for helping to resolve the issue and for assisting players in addressing problems caused by the arbitrary decisions of casinos.

Also, there is a small error in my first post; the prize distribution is €10,000 per week, with the first-place prize being €2,000 per week. The total prize pool for the entire tournament is €40,000.

I don't have the tournament leaderboard to show because, according to their rules, it should have been visible. However, despite multiple requests, they never published it at any point during the tournament. They did assure me that the tournament was active and the spins were being recorded. I have screenshots of my biggest wins from different tournament weeks.

I will send you the chat history for the parts I have discussed with them, but for three weeks, I have been waiting for information by email without receiving anything. In the chat, they keep repeating the same mantra, saying that the matter is still under review. Otherwise, the casino no longer wants to comment on the issue at all. It's likely that the tournament funds have been diverted to the staff's recreational fund.

Br,Jarkko

Dear napasorsa,

• Have you received any confirmation from the casino regarding your entry to participate in the tournaments?
• Have you issued a ticket for the casino to investigate the issue? Could you please share your inquiry communicated to the casino? I apologize for the inconvenience.

Share the information in the form of screenshots here or send the information to my email at tomas@casino.guru

Dear Tomas,

As you can see from the chat screenshots I sent you, the casino confirmed that the tournament is active and that the rounds are registered.

The casino refuses to provide me with a case ID number, but at the same time they claim that the case is still under investigation, and they have not set a time limit for this. I've been hearing this for the past 3-4 weeks.

Additionally, I just want to confirm if you received my email along with the attachments?

Br,Jarkko

Dear napasorsa,

I am sorry but the information you provided is not enough for us to confront the casino and demand tournament prizes.

Please note tournament prizes are paid out automatically, and without any evidence of something unfair we can't proceed to demand anything. If you received any acknowledgment of the issue please forward it to me otherwise, we'll proceed to close the complaint due to insufficient evidence.

Hello,

I must admit that I am now extremely disappointed with Casino Guru's stance on this matter. The casino has not responded to me for over a month, and I expect you to take some action to prompt them to provide answers to the following three questions:

1.Where can the leaderboard for the tournament that ended three weeks ago be found?

2.Where are my prize funds from this tournament?

3.Why is the casino not responding to my messages?

A couple of weeks ago, I was in a chat with LeoVegas customer support, and they also suggested that contacting Casino Guru would not help, which I found quite alarming. This raises concerns of possible affiliate relationships and a lack of transparency, and I sincerely hope that is not the case here.

Once again, I can provide further evidence, as LeoVegas confirmed that the tournament was ongoing, and the spins were being registered. However, I have not received any prize money or even an email from them for over six weeks, which I believe is an unreasonably long delay.

Br,Jarkko

I am sorry you feel this way.

Kindly share your communication with the casino regarding the issue. Since your complaint began.

Please understand it's impossible for us to argue in your favor without appropriate evidence. My email is tomas@casino.guru

I'll await your reply.

Dear napasorsa,

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.