LeoVegas, GoGo Casino, Expekt Casino, BetUK Casino, PinkCasino, SlotBoss Casino, 21.co.uk, Pixel.bet, Royal Panda Support and Complaints Thread

Hi Everyone!

Hope your all doing well.

Hello. I am your LeoVegas Casino Rep. I am here to keep in touch with all of you so please feel free to contact me if you have any queries or feedback, be it positive or negative.

Our customer support is also available 24/7 via Email, Phone and Live Chat.

Have a great weekend!

Updated 21st May 2011: Expekt Casino added to the LCB lists

Updated 9th May 2014: Royal Panda added to the LCB lists

Updated 17th March 2017: PinkCasino added to the LCB lists

Updated 17th March 2017: SlotBoss Casino added to the LCB lists

Updated 17th March 2017: 21.co.uk added to the LCB lists

Updated 22nd August 2017: BetUK Casino added to the LCB lists

Updated 27th February 2019: Pixel.bet added to the LCB lists

Updated 14th May 2019: GoGo Casino added to the LCB lists

Welcome to the best casino forum! Thanks for being here to assist our members.

Welcome  James 

I have been years LeoVegas customer,I like your casino and hope that in future I maybe found in this topic special offers and promotions to LCB members    anyway,thanks for finding you here with us and help if needed!

Hi Everyone!

Hope your all doing well.

My name is Martin and I am your LeoVegas casino Rep. I am here to keep in touch with all of you so please feel free to contact me if you have any queries or feedback, be it positive or negative.

Our customer support is also available 24/7 via Email, Phone and Live Chat.

Have a great week ahead!

Hi, Martin! Welcome to LCB! 

Welcome on board Martin. Thanks for joining our forum. 

Greetings sir Martin from LeoVegas, i like your casino very much. Keep it up the good work and welcome to LCB Forum! 

Hi there,

I had been a level 50 VIP at Leos' for a couple of years. I had my own VIP host named Michael who used to send emails back and forth and was good with free bonuses. Then about a few months ago, at the time Leo's stopped accepting new players in fact, Michael stopped emailing or replying. It was only AFTER I had double check with Live Chat whether I was subscribed to your promotions that I started getting emails not from VIP@LEOS but SUPPORT@LEOS. Given that you no longer operate in, there really isn't much point but I would still like to ask this:

Am I right in thinking you guys just didn't see the investments any more since you were going to shut your doors to players? 

Sorry for being blunt,

Trinzies

Hi Trinzies,

Its not that they dont value you or other players its because the law has been enforced and they want to run their operation legally and in regulated markets.They are given no choice but to leave the market. Software operators like Microgaming, NetEnt, Playtech tell the operators that use their games that they have to leave the market, same goes with having a UK license - you cannot operate where is is unlawful.

The newest law that has been implemented is not so new but it adds extra teeth to the older one from 2001 where online casinos are not allowed to market to based players, you can read all about it here.

A friend said something funny to me about this situation - "Its fine if you take the drugs, you just can't sell the drugs."

players can play at these casinos: Joe Fortune, Superior, Win A Day, Casino Max, Jackpot Capital, BitStarz, Intertops, Red Stag, Casino Extreme, Lincoln

Hi Mel,

Thanks for your reply..

Sadly with the legislative changes here down under, there's been so many closures. And I totally dig what your friend said. For example, cigarette smoking is legal but everything about it bad for us and when it comes to the costs of public health care, everybody whinges!! 

Not to boast however, the amount of money I spent at the site, I just thought Leo Vegas could've handle the transition a lot bit better. 

Oh well.. Lesson learnt for future plays I suppose 

Trinzies

Can  I . still post here something and get someone from Leovegas to help me ?! .. Seems the rep hasnt been online for over a year ?!

Hi Martin and/or James. I am a leovegas customer who plays at least once a month at leovegas.

I have a question for you the leovegas rep. 

Do you know about the new Danish law that that restricts casino's with a Danish Gambling Authority license from requiring more that a 10x playthrough on bonuses? I believe this new law went into effect on or just after the new year (January 1, 2019).

Can you clarify with details please:

Is the law on all bonuses or just for the first deposit bonus for new customers?

Is there a maximum bonus amount?

Is the bonus amount given as bonus (for example 500 kroner on a 500 kroner deposit when the the bonus is 100 percent of the deposit amount) not withdrawable under this new law?

Or is the bonus amount still under old higher playthrough rules even though any other balance can be withdrawn after meeting the new 10x playthrough requirement?

Dear LCB worker, if you see this post perhaps you can help me with finding details of the new law? Perhaps this act of parliament regarding bonuses from online casino's might even be worthy of a story by LCB?

I might repost this message with other casino reps where their casino's have a Danish Gambling Authority license. I hope that is okay, I read that the leovegas rep has not responded for a long time and would like a response from some informed casino rep if I do not hear from leovegas's rep. 

Thanks for yor time and attention

Hi Vanenhox, we have notified the Casino Rep of your inqury. Keep you posted. 

Hi Vanenhox,

So far, we received no response from the casino. We will send another remined and ask the Casino Rep to answer your questions here on the forum. 

Thanks for your attention.

I am actually more confused about this than I was before, because I saw it in the news here in Denmark and it seemed clear. However, I have noticed since that many casino's still post playthrough requirements that are much higher than 10x. And of course I mean casino's that are licensed through the Danish Gambling Authority...

It seems like a weird contradiction. I need to look into it more on Danish language websites I guess. I obviously do not understand the nuances of this new law. 

Thanks again

@Vanenhox
Just a quick update: The Casino Rep confirmed that their Danish team is looking into your inquiry. Keep you posted. 

We've just got notified that they are still waiting for an update from the relevant department. Keep you posted. 

Thanks so much Tania; it is really cool that LCB is following up on this for me. If I can get a good explanation it will help a lot. 

Hi, my account has been locked for a month. Every time I call them they tell me they can't tell me why its locked besides "security reasons" and they can't tell me how long it will be and i'm fed up with them. Please help me gain access back to my account.

Thanks

The same thing happened to me. I was playing at 5 diamonds casino and I was doing well. I took a couple hour break and starting playing again and found out I couldnt log in. I contacted customer service and they said they locked my account. I asked why and they said they have the right to close anyone's account and they don't have to explain why.

the same thing  happened  and with me...also  when i am making some comment  they  say  recapthcha  failed...reallly??

Had the same thing in december/january ... After requesting a withdraw (and never ever had any problems in the year before) they suddenly locked my account for security reasons ..

I believe it took 2 weeks back then, cant remember exactly ... Also needed the help from LCB with it!!

Hope ur account will be ''free'' soon again!

Same thing happened to me on syndicate casino... had some good results then lost to recoup on roulette to then "account closed by management" no reasons given final decision lol. They are allowed to not serve anyone if they want to, but not sharing the reason why obviously sounds alarms as if it wasn't something shady or that we are not supposed to know then they would provide the reason. Let's just assume here they knew something from their side that you couldn't know and with that information they could see they would probably lose money with you as player so closed your account gg.

Hi acediamond, 

Please private message me your casino username so that we can ask the casino rep to check what happened. 

I have been trying to get my money that LeoVegas is keeping from me, after asking for it many times as well as the day after my fathers passing that i informed them of they locked me out, first this Jorden employ said it was because of my grief over my fathers passing, now he says because I had financial problems, this is what I have sent back...

I myself have NO financial problems as i said before, as welll as finding this all vary insaulting, i just wanted to express again , other family members have been tested positive to this deadly virus, my beautiful niece is a new bride of only 6 months and because of her love for her grandfather she is now sick and worried that the new home they have not had a year may be taken ,so the family is coming together to relieve her of that worry , my winnings are going right in her account as soon as they come in , i hope that explains why im trying to fight so hard to retrieve it , i as well am in tears that i had been made to tell a total stranger my families struggles, but for my family, i will swallow my pride, so please stop saying that I have financial problems because there is absolutely no truth to that at all , as well I still have not received the other $300 I withdrew 9 days ago , I believe that is the true reason I'm locked out that and the $100 that I'm still waiting for.LeoVegas has locked me out of my account for asking for my money, and that is the plain truth, for you to have the audacity of saying I have financial problems is just an out and out lie, it seems of nothing more than a scam to keep my money, again you never sent the $300 I withdrew along with the $100 plus what I have in my account that is over $400 that LeoVegas is keeping from me , you leave me no choice but go to elts were for help on this matter, I'm sure once they here of my families hardship and the hell you are putting me through I will receive the help I need . Deirdre McMonagle

P.S If you can not help I will send in-depth letters , I'm sure once they here of my families hardship and the hell LeoVegas are putting me through I will receive the help I need . I will start with , Gustaf Hagman (Group CEO) and Robin Ramm-Ericson (Chairman of the Board & Managing Director of LeoVentures)Lotteries & Gaming Authority The Malta Remote Gaming Council , United Kingdom Gambling Commission., Remote Gaming Regulations, Casino Reviews, then there is the Malta Papers I will pay for ads , I'm disabled in a wheelchair so I have nothing better to do all day, they owe me over $400

Hi Leovegas, I completed a tournament from I believe last Friday that ended at Sunday 6:00 EST. I chatted with Emelia and she has contacted the relevant team stating that they can't find this "tournament".

This tournament consisted of 4 Yggdrasil slot games to complete 4 different missions. They were Vikings Go Berserk, Lucky Neko, Vault of Fortune and Multifly. The prizes were from 1st place all the way to 510th place, I came in 295th place for 25 euros but weren't paid that amount because this "tourney" couldn't be located. Here is a screenshot hours before the tournament ended.

My account there is Awesome25, other details I will PM message it

Hi Quickwitted,

We're going to notify the casino rep. Keep an eye on this topic. 

Just cant just read it and not comment ...

Such an cool username; Awesome25 :) !

I love the word Awesome !!

Hello Quickwitted,

Could you please send me the email address you've registered with in PM inbox. The Casino Representative says they can't search their database using a username.

Yesterday 25-08-2021 was playing on leovegas casino i don't now what happen but casino locked my acount an i have money on it. I email leovegas casino 5 × leovegas don't response my email. An i want my money.

Sorry to hear that. Please private message me your casino username and we're going to contact the casino rep and see what happened. 

Hi Miatomas,

We are still waiting for your casino username. Please send it to us and we'll get in touch with the casino. 

After passing verification through there hooyu.com with last month bank statement and front and back drivers license they decided that isn't good enough and request insurance documents and birth certificate plus an extra form of identification. This is ridiculous.

Hello Brent Woodman, 

Thanks for sharing your experience. Unfortunately some casinos are very strict with their verification process, such is the case with LeoVegas. If there is something we can do to help you out please feel free to private message inbox your casino username and let us know if you'd like us to escalate this matter. 

Hello Brent Woodman, 

We received your casino username and have escalated your complaint with Casino Rep. Keep posted on this forum thread for any potential updates on your situation. 

Hi Brent Woodman, 

Any luck with your verification process? We haven't received a response from Casino Rep but have pinged them in hopes of getting a response. 

Dear Vanenhox, 

For any questions related to your account, bonuses etc. please contact the support team at LeoVegas.

Thank you.

Hi I haven’t bean able to login to my LeoVegas account for a month now, and I have bean providing my details that they have bean looking,but still no results?

Hello Hazza345,

First of all, welcome to LCB!

Can you please clarify if you have submitted all the necessary documents for verification? Have you tried contacting their support?

Thank you!

Hello Hazza345,

Any updates?

Hello Hazza345,

Since we haven't heard back from you, we will close this complaint due to the submitter's inactivity.

Sorry I was away on holiday there, but I am back now

Hello Hazza345,

Have you managed to verify your account?

If you still need our assistance please private message me your casino username so we can contact the casino rep and try to assist you further.

👍 I will send my username to you now

Hello Hazza345,

Thank you for providing us with your account details. We've sent an email to the casino representative. Please keep an eye on this thread for updates.

Ok thanks 👍👍👍

Thank you very much, my money has just bean re deposited back into my bank account. 

After waiting 3 months use got it sorted in 3 days. 10 out of 10

Dear Hazza345,

So glad to hear that! You are most welcome. 

We will now mark this case as resolved.