What to do if LeoVegas does not pay out money?

When a casino does not pay, it is important to stay calm. There are many reasons why you might not see your casino payouts as quickly as you used to. Is it a scam or is it a player issue? If you are experiencing the problem that LeoVegas does not pay out, I will tell you the reasons why you might be experiencing it and the mistakes people make when contacting support.

Does LeoVegas casino pay?

Finding yourself in a situation where you want to withdraw money and see that LeoVegas does not pay is certainly disconcerting. This casino has a gaming license issued by the General Directorate of Gaming Regulation (DGOJ), the Spanish regulatory body. Having this license gives players guarantees regarding the payment of their winnings.

During my time using LeoVegas, I was able to see that the platform really pays out profits. Why do they not pay you? The platform delays payments for several reasons: both due to platform problems and due to player errors.

Over the years of my experience, I was able to see that among the player problems, poor communication with the support service, the ability to easily fix errors stand out.

Payment methods at LeoVegas casino

LeoVegas is one of the online casinos that limits payment methods. Luckily for players, their offer of payment methods includes the most trusted and used platforms in the world, both traditional and more modern. The official list of available methods is as follows, it can be found on the casino website.

It is important to note that not all methods can be used for deposits and withdrawals, and some are limited to one type of movement.

Deposit methods

• Debit or credit cards (Visa and Mastercard)
• Apple Pay
• Skrill
• Neteller
• PayPal
• Paysafecard
• Sofort
• Klarna.

Withdrawal methods

• Debit or credit cards (Visa and Mastercard)
• Skrill
• Neteller
• PayPal
• Bank transfer (or Trustly).

As you can see, it is not possible to withdraw money using all the methods that can be used to deposit, although it is possible to deposit using all the methods that offer withdrawals. Please note that each of these methods has its own terms and conditions and may have certain limitations. From the amount of money that can be transferred from the account to the processing time.

LeoVegas casino fraud

The review pages are a great way to see user complaints and the casino’s responses to those complaints. Many of the issues that users have are repeated in their comments. Here are some examples of players who believe that LeoVegas does not pay because it is a scam and the operator’s responses:

“I made a deposit from my bank account to LeoVegas, the money disappeared from my bank but has not yet reflected in the casino account.”

This is a very common comment from players. Knowing how payment methods work is essential to avoid disappointment. Some payment methods have very different settlement times. For example, bank transfer payments can take several days depending on whether there are delays in payment or not.

“The money is credited to the card, the validity period of which has expired. It does not allow them to be withdrawn. The new card is still being verified and it is also impossible to withdraw the winnings.”

Another case where the problem lies with the payment method itself. Withdrawals to expired cards are not possible because they are no longer available. Judging by LeoVegas’ response to this complaint, the user is trying to withdraw money, which is against the policy of his card (Mastercard).

There are also users who face minor obstacles when withdrawing money from LeoVegas due to the need to verify the payment methods that will be used. It is important to remember that for the safety of players, it is necessary to verify both the accounts and the methods that will be used to deposit and withdraw money.

Having multiple accounts is a ban on almost all platforms. However, many players ignore that the terms and conditions state that you can only have one account per IP address, or that is what happens with bonuses and promotions. This means that even if your account is registered in your name and a family member living in the same house creates an account, one of the two will be banned.

We have seen how the LeoVegas team reacts on opinion platforms and contacts players to try to resolve any issues. It is important to provide as much information as possible to reduce the number of conversations and make it easier to resolve doubts and fix any errors that arise.

This type of site is very useful for gamers as it is an additional channel through which the support team can contact them, assuming that they are faced with public opinion and criticism from other users.

Reasons why LeoVegas does not pay

There can be many reasons why LeoVegas does not pay users, it is always about logical reasons that are provided by the terms of the platform.

I always recommend reading the terms and conditions before you start playing at a casino, using the payment methods they offer, or accepting any kind of bonuses or promotions. By reading and understanding what these terms mean, you can avoid a lot of confusion and problems. The user can also solve many of these problems for which LeoVegas does not pay the player, since he has all the tools to solve these problems.

• Incomplete account verification. In order to withdraw money from any online casino in Spain, you must have a fully verified account. This means that in addition to providing valid contact information (email, address and phone number), you will also need to verify your identity with a valid ID document, be it a DNI, passport or driver’s license. The document must be verified by the casino, which can take up to 24 hours.
• Unverified payment method. Many casinos require verification of the payment method in order to withdraw funds. To do this, players must first make a deposit using the relevant payment method so that the platform can verify that the account the player is sending money to is theirs, avoiding potential issues associated with sending money to third-party accounts.
• Failure to meet rollover requirements. When accepting a promotion, it is important to consider the bonus requirements. Each of them requires wagering the money received a certain number of times. When the rollover requirements are not met, the player will see the money earned through the promotional balance disappear, which in many cases indicates that LeoVegas is not paying.
• Withdrawal limits. Each casino has its own payout limits. It is possible that LeoVegas will not pay out the money you want to withdraw because you have already made several withdrawals or have exceeded the limit set on your account. Fortunately, you can change the withdrawal limits that exist at the casino. Each player has the ability to change these limits in their account settings. Simply log in to your account and change the withdrawal limit.
• No withdrawal method available. Many players find that LeoVegas does not pay out winnings via various payment methods. Not all payment processing platforms allow you to withdraw money from online sites. Some are used only for depositing money. In the list of available payment methods offered by online casinos, you will see that there are fewer methods for withdrawing money than for deposits. So, you can only use some digital wallets, payment by bank card (credit or debit) and bank transfer.
• Software glitches. Like other online casinos, LeoVegas does not pay out players their winnings if the game crashes during play. In case there is a glitch during play and you manage to win, the casino must collect evidence to prove that it is a software glitch. They cannot refuse to pay out a player’s winnings based on a bug unless they have convincing evidence of its error.
• Suspicious activity. When you play at a casino, your play, your navigation through the different sections and more are recorded. If your playing or movement patterns are strange, the casino may take precautions and freeze withdrawals from your account. In this case, they will contact you so that you can prove your responsibility for this suspicious activity by verifying your identity.
• Not reaching the minimum withdrawal. Each payment method has limits on the amount of money that can be withdrawn using it. These limits are not only about the maximum amounts. Each of the payment systems requires a minimum amount to make a transfer. The casino may not pay out the money you want to withdraw if it is below this minimum limit.

What to do if LeoVegas does not pay you?

Unfortunately, the casino’s decision not to pay is not something that platforms, including LeoVegas, are exempt from. All players risk finding themselves in a situation where the casino decides not to pay out winnings. In order to take action, it is important to know the reason why winnings or money in the online casino account are not allowed to be withdrawn.

In the event that this Spanish casino refuses to pay out the money in your account, in your situation I would do the steps described below to try to transfer this money to my bank account.

1. Contact customer service

The first step you need to take in this situation is to contact customer service. LeoVegas has a live chat customer service that is available 24/7. This is the fastest way to contact the service, although it is not the only one. You can also email their service at ayuda@leovegas.es.

Regardless of which method of communication you use, I recommend taking screenshots or downloading the conversation log before closing the screen in the chat so that you have proof of what solutions the customer service offers. These captures and recordings can be very useful later if a fair solution is not reached.

2. Find a joint solution

Depending on the reason why the casino refuses to pay, you will have to act in one way or another. In case you have won a large prize and the platform indicates that they do not have enough money to make a one-time payment for the full amount, you can always negotiate with them. Payments can be made periodically, setting the casino payouts for several months.

Sometimes the problems fall on the user’s side, and the customer support will be responsible for helping the player make the necessary changes or steps. For example, when verifying account details or uploading documents that may be missing in order to continue collecting prizes won on the platform.

3. Write through review sites or social media

Contacting customer support can sometimes be difficult. The solutions may be far from your expectations and you may experience unfairness. Although I have confirmed that LeoVegas is a legitimate online casino and I have not been in a situation where I believe it is a scam, the next step I would take in case they ignore claims to pay my bill would be to go to social media or review pages.

All companies monitor their social media closely. These are some of the most important channels as they reveal the problems that users are experiencing while using their platform. Because of this, companies are especially careful with users who communicate with them through these platforms, especially if they are making public accusations.

Whether it is through a social network or a review website where your customer service is active, it is important to file the necessary complaints to get a more detailed response. LeoVegas can be found on X (Twitter), Instagram and other social networks. Complaints can also be filed through Trustpilot and the Office of Consumer Affairs (OCU).

4. Make a complaint to the gaming regulator

If none of the above helps, it is time to take action directly with the organization responsible for regulating the game. In Spain, this is the General Directorate of Gambling Regulation (DGOJ). In addition to creating rules and enforcing them, the DGOJ also intervenes in cases where a casino may be unfair to a player or may be considered to be committing fraud.

The DGOJ has a section dedicated exclusively to player complaints against gambling sites. You can access this section by clicking on this link, presenting it electronically (if you have an eID or digital certificate) or physically at one of the organization’s offices.

To file a claim, you must provide a document detailing the issue with the casino and attach any evidence you have to support your case. You must also attach the conversations you had with customer support and the answers (and possible solutions) that the support team offered you to resolve the issue.

The claim must be accompanied by your personal information (name and surname, identification, email address, phone number) or your representative’s information if submitted by another person on your behalf. You must also include your physical address for receiving notifications, the place and date of signing the claim, and the responsible person in whose favor the claim is submitted.

5. Seek legal assistance

The final step in dealing with a platform that refuses to pay out a player’s money is to take the matter to court. If it is a scam, it is important to seek legal advice from a specialist lawyer.

Why is it important to seek the help of a specialist lawyer? In the event that a platform does not allow you to withdraw money, it is important to know all the legal consequences, the costs that a player may face in the event of filing a lawsuit, as well as the various options that exist. You need to consider not only whether the lawsuit can be won, but also whether the profit will exceed the costs and other aspects that should be taken into account.

There are cases when suing a casino for the inability to withdraw money will not be profitable, even if you win the lawsuit. For this reason, I believe it is necessary to seek the help of a good lawyer and discuss with him all the doubts that may arise.