LeoVegas Casino - Играчът не може да завърши проверката.

The casino permanently rejects my identity document to verify my account either from the PC or from the cell phone. I do NOT have another document and I am not going to release a new one, because the one I have is readable enough. They also do not accept my insurance receipt in pdf. The worst of all is that I do not receive an answer to my questions. I want to unblock a hundred soles that are in my account but they won't let me verify it. I don't know how they say it has a very good reputation. If I have already written three times and they do not give me a solution.

El casino rechaza permanentemente mi documento de identidad para verificar mi cuenta ya sea desde la PC o desde el celular. NO tengo otro documento y no pienso sacar uno nuevo, porque el que tengo es lo suficientemente legible. Tampoco aceptan mi recibo del seguro en pdf. LO peor de todo es que no recibo respuesta a mis interrogantes. Quiero desbloquear cien soles que hay en mi cuenta pero no me dejan verficar la misma.. NO se como dicen que tiene una muy buena reputación. Si ya les escribí tres veces y no me dan solución.

Hello Mariano,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with LeoVegas Casino. Allow me to ask you a few more question before we would move forward.

Could you please specify when exactly did you start with the verification process? Was there at least any response from the casino's live chat or e-mail? When was the last time you contacted them?

Please note that it might take longer even for the casinos to respond during Holidays, so if you have contacted them through e-mail I'm sure they will get back to you sooner or later.

Looking forward to your answer.

Regards,

Nick

Look I have tried to explain that I only have that identity document that is legible but it seems that your system only intends to accept impeccable documents. I already tried to upload my document several times from my cell phone and PC and they have continued to reject it. In customer service, apart from making me wait a long time, several times the session has been closed while I was waiting, however, the last time I was attended by an agent and sometimes I think it was a robot because he answered that he had to send a valid document that mine is not and I replied that with that document I would vote in the last elections. But still, the conclusion is that it tells me that my account cannot be verified, much less pay me the hundred soles that are in that account.

MIre les he tratado de explicar que solo tengo ese documento de identidad que si es legible pero parece que su sistema solo pretende aceptar documentos impecables. Yo ya intenté subir varias veces desde el celular y el PC mi documento y me lo han seguido rechazando. En atención al cliente, aparte que me hacen esperar mucho, varias veces se ha cerrado la sesión mientras esperaba, Sin embargo, la última vez si me atendió un agente y a veces pienso que era un robot porque me contesto que tenia que enviar un documento válido que el mío no lo es y yo le respondí que con ese documento yo vote en las últimas elecciones. Pero igual, la conclusión es que me dice que no se puede verificar mi cuenta y menos pagarme los cien soles que están en esa cuenta.

Thank you Mariano for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

I hope we will be able to help you out.

Regards,

Nick

Well, do not worry gentlemen, I just canceled my casino account, I am not interested in wasting any more time. Thank you .

Bien, no se preocupen señores simplemente ya cancele mi cuenta del casino, no me interesa perder más el tiempo. Gracias .

Hello Mariano!

Do I understand correctly that you are no longer interested in our help? Do I have your permission to close this complaint?

I’m very sorry Mariano we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.