I signed up for a $100 cash bonus at LeoVegas with a $3,000 wagering requirement. I was grinding through it steadily with $3 bets on slots and managed to get to $2,960 wagered. I took a break, closed the app, and when I logged back in a couple hours later, the bonus was gone without warning. No pop-up, no email, just gone.
I hit up support through live chat, and they said my account was flagged by their “Safe Play” system. Because of that, my promotions were removed automatically. I asked what triggered it or how long the restriction would last, and they had zero answers. They just kept repeating it was due to “responsible gambling checks” and claimed it was “standard procedure.”
This isn’t the first time. I’ve had four promos removed in the last month, and every single time it happened right before the reward was due. One was at 88% completion, another at 94%, and all of them ended with the same line from support – something about responsible gaming, no further explanation, no reinstatement.
What really pushed me over the edge was what happened next. After spending 45 minutes verifying my address (which they already had on file), switching devices just to upload a valid rent statement with a postcode (because Irish banks don’t even use them), I finally got confirmation in chat that the doc was accepted and my funds were on the way. The agent even thanked me for my patience, said everything was sorted, and I thought that was the end of it.
An hour later, I got this email:
“I confirm your LeoVegas account is now locked until further notice due to concerning comments made on your previous chat. This will have to be looked into by the Responsible Gaming team and you should be notified via email in due course. It is a breach of our terms to create new accounts. Should you open other accounts, note that this may result in forfeiture of any winnings. Please close any additional accounts you may have elsewhere. These organizations will allow you or someone close to you to get the help and support needed. We support your decision and encourage you to take further steps if gambling has had a negative impact on your life.”
That’s what I got for verifying my address and thanking the agent. I never said I had a gambling issue. I never requested any kind of self-exclusion. They just flagged me and banned me for being “concerning.” The tone of the email made it sound like I admitted I needed help, when all I did was comply with their ID request.
They’re pulling shady tricks to avoid paying out bonuses or winnings. It cost me over $400 across multiple promos. If you’re a US player, think twice before committing time or money to these offers. Once they decide to lock your account or cancel a bonus, there’s no way to appeal it.
I hit up support through live chat, and they said my account was flagged by their “Safe Play” system. Because of that, my promotions were removed automatically. I asked what triggered it or how long the restriction would last, and they had zero answers. They just kept repeating it was due to “responsible gambling checks” and claimed it was “standard procedure.”
This isn’t the first time. I’ve had four promos removed in the last month, and every single time it happened right before the reward was due. One was at 88% completion, another at 94%, and all of them ended with the same line from support – something about responsible gaming, no further explanation, no reinstatement.
What really pushed me over the edge was what happened next. After spending 45 minutes verifying my address (which they already had on file), switching devices just to upload a valid rent statement with a postcode (because Irish banks don’t even use them), I finally got confirmation in chat that the doc was accepted and my funds were on the way. The agent even thanked me for my patience, said everything was sorted, and I thought that was the end of it.
An hour later, I got this email:
“I confirm your LeoVegas account is now locked until further notice due to concerning comments made on your previous chat. This will have to be looked into by the Responsible Gaming team and you should be notified via email in due course. It is a breach of our terms to create new accounts. Should you open other accounts, note that this may result in forfeiture of any winnings. Please close any additional accounts you may have elsewhere. These organizations will allow you or someone close to you to get the help and support needed. We support your decision and encourage you to take further steps if gambling has had a negative impact on your life.”
That’s what I got for verifying my address and thanking the agent. I never said I had a gambling issue. I never requested any kind of self-exclusion. They just flagged me and banned me for being “concerning.” The tone of the email made it sound like I admitted I needed help, when all I did was comply with their ID request.
They’re pulling shady tricks to avoid paying out bonuses or winnings. It cost me over $400 across multiple promos. If you’re a US player, think twice before committing time or money to these offers. Once they decide to lock your account or cancel a bonus, there’s no way to appeal it.
Got my promo removed for “concerning activity” after saying thank you. If that’s triggering, y’all need therapy, not a casino license.