LeoVegas Casino - Igrač doživljava kašnjenje u povraćaju novca iz kazina.

I am filing a complaint regarding an overdue 10% weekend cashback from LeoVegas.

According to the promotion terms, the cashback should have been credited within 36 hours after the promotion ended. The cashback in question relates to the weekend promotion ending on November 22.

The latest reasonable payout date should have been November 25. As of today (December 13), more than two weeks and over 12 business days have passed, and the cashback has still not been credited.

I contacted LeoVegas customer support multiple times via live chat and email starting from November 25. The issue was repeatedly acknowledged by different agents as a technical issue and was escalated internally. I was explicitly told that if the system failed to credit the cashback, it would be manually added by the promotions team.

On December 6, LeoVegas confirmed that a supervisor-level escalation ticket had been created:

Ticket reference: #19812521

Despite this escalation:

- No cashback has been credited

- No email update has been received

- No resolution timeframe has been provided

Customer support continues to state that the case is "under review" with no deadline and no explanation, even though the delay has far exceeded the stated promotion terms.

I believe this is an unreasonable delay and a failure to honor the promotional entitlement as advertised.

I am requesting Casino Guru’s assistance to help facilitate a resolution and ensure that the overdue cashback is credited.

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Dear kkkkk12138,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with LeoVegas Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Is this your first cashback promotion, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Dear kkkkk12138,

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.

Hi,

I have been a player in Leovegas for 9 months.

Yes it is my first cashback promotion, although I have had other like deposit promotion working well.

For the whole communication, I might need to submit 2 weeks later as now I am in travel and that communication is saved in my computer in my home

Hello kkkkk12138,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear kkkkk12138,

thank you for your message.

Have you had a chance to compile your communication with the casino? If so, could you please send it to my email at katarina.d@casino.guru.

Once the email has been sent, kindly notify me in this thread.

I look forward to receiving your email.

Katarina

Dear kkkkk12138,

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.

Hi,

thank you for your follow up, the case has been responsed by the Leovegas.

They said that I need to activate Email/SMS connection when I register the bonus, but I didn't.

"Players need to select ‘Yes to Communication’ in their profile settings in order to be eligible to receive any of the listed components of this promotion."

This one requirement I think, it is in the general requirement instead of the normal term and condition for this specific bonus. And also, I have Select 'Yes to Communication' after the bonus ends. I just didn't see the general requirement when I register this bonus,

But anyway, I will not be able to receive the bonus right now, because I have selected self-excluded for this casino in case in the future I will be angry in this casino again and make me out of control.

Dear kkkkk12138,

thank you for the message and update.

Do I understand correctly that you no longer require our assistance?

Looking forward to your reply,

Katarina

Yes, although I am super unsatisfied with the result

Dear kkkkk12138,

thank you for your quick response.

I am sorry to hear that your experience with LeoVegas Casino was so negative. I fully understand how frustrating and disappointing such situations can be, especially when your expectations were not met.

To help you move forward, I would like to suggest that you review our carefully curated list of recommended online casinos. Each casino on this list has been thoroughly evaluated based on factors such as licensing, fairness, security, customer support, and so on. By reading our detailed reviews, you can gain a clearer understanding of what each platform offers and make a more informed decision about which casino best suits your preferences and needs.

We hope this information helps you find a reliable and enjoyable alternative, and that your next experience will be a much more positive one.

All the best,

Katarina