unassumingcanadian

Last Update**** I asked over Live Chat for my account to be closed. Leovegas customer service said this phonecall from the Responsible Gaming department is "routine", even though no one on AskGamblers has ever heard of it before? (idk). I was told I did not break any rules, but they refused to reopen my account unless I submitted to a phone call and had some kind of purity test. * They said it HAD to be a phone call. It could not be done online, in Live Chat. I could not send any bank statements or anything like that to prove I could afford my $40/week ( LOL it's honestly so ridiculous). Maybe some people wonder why I refused the call. Personally, I don't like some rando reading from a script and testing me to see if I'm good enough to spend money on their site. I find that too creepy and unseemly to deal with. It introduces anxiety to something I was doing just for fun. So I opted to close the account down. Here are screenshots of what I was told in the live chat. You suck @LeoVegas

I think recording the phone call is just too much for me. This is all too ridiculous ( not the suggestion- just Leovegas). I think I'll hit them up today and close my account. This seems to be going into a realm of lunacy I'm just too bland to be a part of lol. I wanted there to be a record of it online though just in case this happens to other people.

Update- They will not give me any answers online. They insist I have some phone call with them to consider re-opening the account. It's crazy. I don't feel comfortable having this phone call. I don't like there not being a written record. I'm not sure what to do.

Yeah. I'll probably just close my account if I don't hear anything reasonable soon. Thanks for your list of online casinos up there! This experience has kind of soured me though, I have to say. I never thought of throwing a few dollars a week at slots as being some kind of problematic behaviour. Being treated like this has sort of made me insecure. Oh well lol.

Hiya My account is still "locked for security reasons". I've sent Leovegas an email inquiring why. I asked them to give me a clear and succinct explanation of what I'm doing wrong, and why they keep locking my account. I'm seriously flabbergasted here. Once again, I am NOT a big time gambler. I'm really not lol. So I have virtually no experience with online casinos. I go maybe twice a year to my local casino irl. So I guess I'm naive and didn't realize it's just normal for online casinos to treat their customers this way (terribly). I can't really understand this scenario where they just lock your account for absolutely no reason, or at least, for no reasons they can tell you. The customer service rep was very 'fake' polite- it was almost insulting because I know that he knew what was going on, but he was dancing around the subject and being all peppy yet condescending at the same time. It's unseemly. If they lock your account, I feel they should be able to at the very least tell you why. I have received no emails. No explanations, and I know for a fact I haven't broken any rules (or if I have, I cannot imagine what they are). I don't know whether to move this to a complaint or not. I thought I would wait to see if they'd grace me with an explanation (and it's been 5-6 days). Again, I could understand if I was some kind of high roller. But we're talking about the amount of money per week someone might spend buying dinner. It's hardly unaffordable, you know? I really don't want to have to be subjected to some bizarre phone call from a customer service rep, asking me insulting, scripted questions just so I can spend money on their site. It's been stated in this thread that you feel this is the first time on AskGamblers that anyone has said anything about a *phone call* from Leovegas. So this is unusual. I'm thinking of just closing my account because of how crazy this is. I'm the most random, innocuous user. I don't spend a lot. I feel whatever is happening, is disproportionate to whatever it is they think I'm doing.

Amazing that spending all your winnings = no red flag for "responsible gaming". If they truly had issue with that, they would make it so once you asked for withdrawal, the funds become immediately untouchable. Fact is, they want people to spend that money. I've asked for an expedited withdrawal a grand total of once in 3 years. I also find it odd that they would be so ridiculous with someone who already employs their own responsible gaming tools. It makes me wonder what they do to people who spend hundreds of dollars of week? I'm so gambling naive that I don't even know what a bookie or MGA is. Do you mean UK casino sites? I'm a Canadian, and I just like playing slots once a week for 50cents a spin lol. Again, I'm not spending a lot of money here. I just find this all bizarre. And they really make you feel like you're doing something wrong or sketchy. I think that's what rubs me the wrong way. The implication that I need some kind of phone test when it's such a small amount per week I play! I feel like it's a Thought Police phone call or something and it just feels awkward. I might as well just go to the casino irl once in a blue moon and not be harassed like this. Thanks so much for your comment, and for the other comments so far! It makes me feel a bit better.

Hi all To start, it should be known that I am not a high roller. I'm not well versed in online gaming/casinos etc. In fact, Leovegas is the only casino I have ever used. I've been a verified customer for 3 years. At first, I was very happy. Everything went swimmingly. Also to preface this, please bear in mind, I use Leovegas's existing "responsible gaming" tools. I usually have a low limit. Atm, it is a paltry $40/week, because it's just for fun. So, last December (2019), on vacation, we got sick. This meant I was confined in my hotel room. So I decide to log in and play Leovegas slots. Lo and behold, I do quite well for my pittance. I'm up to $500. As anyone knows, when you request withdrawal, they leave it sit there for up to 48 hours. I feel this is by design, because they want you to reverse it and spend the money. So in effort to be "responsible", I hit up Live chat customer service and ask them if it's possible to expedite a withdrawal for me. I'd like $400 withdrawn, I'll play with the remainder. Well the customer service rep begins to grill me on responsible gaming. WHY can I not wait the 48 hours? (because Im sick, Im stuck in a hotel, and is it your business?) I get a psychological exam- and it ends with me suddenly, without notice, being locked out of my account for security reasons. I'm rather put off by it. I email Leovegas to ask why? I haven't broken any rules! We aren't talking about huge sums of money, could they give me some information? Well no. I get an automated response that they will thoroughly look into my account, judge it, and no one knows when it will be available. As awful as I think that is customer service wise, I accept it. I have a life, my wife has been ill, it's not a priority. Two weeks on, I think about it again. I check, and unceremoniously, I can log into my Leovegas account. It's been unlocked. I received NO email. No conclusions of their inquisition. Just unlocked. So I just carry on, thinking maybe this is something they do to accounts once in awhile to check things are in order. Fast forward to this evening. I try to log into my Leovegas account. I screwed up my password 3 times. Turns out my caps lock was on. My Account gets "Locked for Security Reasons". I assume it's because of what I just did. I contact Live chat, I tell them what happened, and now, in order to get my account unlocked, to play my $40 a week- I have to endure a phone call by them and be put through a psychological "Responsible Gaming" test. What the ever living *****? Are us little people some kind of scourge on their system? I have to say, I was perturbed. I don't want to go through yet another purity test to GIVE Leovegas money. I do this for fun on a Sunday while my wife watches her shows. I can't believe the ***** some low level peon like me has to endure just to play a few bucks on some slots. I could understand perhaps if I blew through lots of money. If I didn't use their own responsible gaming tools. But I AM a responsible gamer. Is this typical with online casinos? Do they test you every 2 months for gambling addiction thru various means and make it difficult to use their site? I seriously am pretty naive about all this, and maybe this is the norm, and I just don't know. Any advice would be appreciated. Sorry if this all seems stupid to seasoned online gamblers.