LeoVegas Payout Issue

[samus82]

Having a bit of trouble with my account with LeoVegas.

Had 2 withdrawals for £300 and £400 requested onto my bank card that's with a company called Uaccount. Basically a simple online bank account company (makes it easier to separate my gambling money from my personal account).

However, Uaccount recently advised me that they are restricting my account to investigate transactions made on my account (apparently this is very common for them, may be due to them suspecting my gambling activity as potential money laundering?). No payments could be made in or out of the account.

My withdrawals therefore were not successful. I advised LeoVegas of this, sent them my card statements along with communications from Uaccount to explain what is happening. Uaccount eventually followed up to say the account will remain restricted and to make other arrangements for future payments. I explained this situation to them and they said as the payment request was made after the restriction was placed, that the payments may be stuck "in limbo." No payments can make their way into the account now. Uaccount advised that LeoVegas need to request a trace and recall on the payments.

I have advised LeoVegas of this, but they are refusing to cooperate. I provided all documents requested, but they simply state the payment has left their side, so they have no further obligation to assist me.

Not sure what my rights are in this situation, but surely if I provide the necessary evidence to show the payments have indeed failed, they are obligated to resolve this? Any advice would be appreciated.

[Optional]

That sounds like an unreasonable stance and unlikely to be official policy for a book.

But Uaccount also sound unreasonable.

I would go back to Uaccount and say Uaccount have not rejected the payment or it would have come to back LeoVegas. And ask Uaccount to provide proof that they have rejected it and are not holding the money themselves.

If you can get that, LeoVegas should be more reasonable.

If worst comes to worst I'd think an IBAS complaint could encourage them to do the trace as requested.

[samus82]

Yeah I'm surprised by both to be honest too.

I think what has happened is that the payment is "in limbo". They stated that if someone tried to pay to that account right now, it would fail immediately, but as the payment had already been initiated, it got halfway through the process before stalling. Therefore it doesn't reflect as failed, but Uaccount have fully blocked it.

Payment was made 3 weeks ago and I have sent my bank statement along with the responses from Uaccount to explain their position. Uaccount haven't insisted the payment be recalled, but they suggested to run a trace and a recall as the most sensible approach.

Ok thanks. I hoped not to go down the IBAS route but maybe I won't have a choice.

Appreciate the assist as always Opti

[Optional]

Shoot in a sportsbook complaint form if you can't sort it out. We can always try to encourage LeoVegas to be more helpful.

Maybe if you had just said to the book your payment has not arrived and explained nothing else they would have gone out of their way to prove you wrong btw. :\

[samus82]

Good morning Samuel,

I'm afraid we have no legitimate business reason to process the recall.
We have no relationship or correspondence with your bank - that relationship is between you and your bank.

We will not be able to proceed any further with this, and this is our final position.

You do now have the right to escalate your complaint through an Alternative Dispute Resolution provider (ADR).
We have appointed IBAS (Independent Betting Adjudication Service) as our Alternative Dispute Resolution provider and this service is free.

You may contact IBAS at PO Box 62639, London EC3P 3AS, UK, e-mail: adjudication@ibas-uk.co.uk, phone: +44-020 7347 5883 for the matter to be settled. The IBAS website is the following: http://www.ibas-uk.com/.
Kind Regards,
Sarah

Final response received from them this morning. They keep insisting I contact my bank, but have already done so and provided them with my bank's response. I will submit a complaint form.

[Optional]

Good morning Samuel,

I'm afraid we have no legitimate business reason to process the recall.
We have no relationship or correspondence with your bank - that relationship is between you and your bank.

We will not be able to proceed any further with this, and this is our final position.

You do now have the right to escalate your complaint through an Alternative Dispute Resolution provider (ADR).
We have appointed IBAS (Independent Betting Adjudication Service) as our Alternative Dispute Resolution provider and this service is free.

You may contact IBAS at PO Box 62639, London EC3P 3AS, UK, e-mail: adjudication@ibas-uk.co.uk, phone: +44-020 7347 5883 for the matter to be settled. The IBAS website is the following: http://www.ibas-uk.com/.
Kind Regards,
Sarah

Final response received from them this morning. They keep insisting I contact my bank, but have already done so and provided them with my bank's response. I will submit a complaint form.

Honestly, I agree that it is up to you to first do all you can to make sure your bank has sent it back. I am pretty certain that there is no such thing as a wire transfer just being stuck in limbo forever. It will be returned to the sender bank eventually if not accepted or seized.

Assuming Uaccount do not have the money, and if LeoVegas have proper accounting systems in place, then eventually they should be notified the money is back with them.

Maybe try going back to LeoVegas and saying something like this and asking them if/when the money is returned to them, will they automatically identify that and credit your account. And can they at least check if their bank has the money back now. (which is such a reasonable request they will have trouble defending not at least agreeing to try that to IBAS)

[samus82]

Yeah I understand your point - it's gone to the debit card I used - AML regulations insist on this. ********** have said the payment will keep trying to attach itself to a new version of the card (in cases where a card expires etc) but the system won't recognise the card being totally cancelled because technically it is not gone yet. Its like locking a door, it doesn't stop the door from being there, so the money just keeps trying to open the door over and over again. Hope that makes sense my analogies are a little weird.

But yeah they said it's most likely due to the card being active when they sent the payment, so the system already believes the card to be active and is not capable of correcting itself automatically now.

LeoVegas got back to me last night and said they do infact have the payments returned but under a different reference number, hence the confusion, but now they want to do a detailed income verification check before I can withdraw it. Better than no money I guess - quick question though, can they withhold funds if I decide not to do that? Seems like they will need quite a lot of documentation as I manage properties here in the UK. Would prefer not to do this if I can avoid it.

[Optional]

Yeah I understand your point - it's gone to the debit card I used - AML regulations insist on this. ********** have said the payment will keep trying to attach itself to a new version of the card (in cases where a card expires etc) but the system won't recognise the card being totally cancelled because technically it is not gone yet. Its like locking a door, it doesn't stop the door from being there, so the money just keeps trying to open the door over and over again. Hope that makes sense my analogies are a little weird.

But yeah they said it's most likely due to the card being active when they sent the payment, so the system already believes the card to be active and is not capable of correcting itself automatically now.

LeoVegas got back to me last night and said they do infact have the payments returned but under a different reference number, hence the confusion, but now they want to do a detailed income verification check before I can withdraw it. Better than no money I guess - quick question though, can they withhold funds if I decide not to do that? Seems like they will need quite a lot of documentation as I manage properties here in the UK. Would prefer not to do this if I can avoid it.

Man, you sound like you have run across a difficult prick in there.

Yes they can legally withhold your money forever if you REFUSE kyc requests.

Basically, keep saying you want to help and supply what you can, and never refuse, as they can just ignore you once you have.

If it is a genuine check, it may have been triggered by something you said, and might be simpler than you expect. For example, even saying "I need this money" puts them in a position of having to check if you can afford to gamble under UK law.

[samus82]

Ha yeah they really are making me sweat for this one.

That's good advice and I've been as helpful as I can be to them.

I had to open a new account for my gambling after my Uaccount was closed and they wanted all the documents from this too, so I think they are performing either an anti-money laundering check, or assuring my income comes from a legitimate source (as I mentioned I manage properties so I have a lot of income from different places). Just a little worried as it could take a long time to provide documentation for all of it and I don't really want to provide details for 10 different tenants - is there anywhere I can check my right at what limits there are to this? Like if they ask me for my DNA etc? Where is the line?

Definitely was no desperation, only frustration that 3 weeks after the fact we're still no closer to getting there but I totally get your point.

More updates - basically the company are now saying they want further confirmation from their payment provider (Adyen) as they haven't received the funds back from them. Honestly, I think they may have created the checks so they can have more time to investigate the banking issue in more detail. Very frustrating!

[Optional]

Ha yeah they really are making me sweat for this one.

That's good advice and I've been as helpful as I can be to them.

I had to open a new account for my gambling after my Uaccount was closed and they wanted all the documents from this too, so I think they are performing either an anti-money laundering check, or assuring my income comes from a legitimate source (as I mentioned I manage properties so I have a lot of income from different places). Just a little worried as it could take a long time to provide documentation for all of it and I don't really want to provide details for 10 different tenants - is there anywhere I can check my right at what limits there are to this? Like if they ask me for my DNA etc? Where is the line?

Definitely was no desperation, only frustration that 3 weeks after the fact we're still no closer to getting there but I totally get your point.

More updates - basically the company are now saying they want further confirmation from their payment provider (Adyen) as they haven't received the funds back from them. Honestly, I think they may have created the checks so they can have more time to investigate the banking issue in more detail. Very frustrating!

If you start saying its too hard to get records of income, they are only going to suspect ML even more I'd think. If paying tax they would think it would not be that hard, if you get what I mean.

Basically, best not to make excuses, just give them what you can or think is reasonable and see how they react then.

[samus82]

Yeah I follow your logic here - I will take your advice and be as helpful as possible (if a little frustrated).

I will let you know how it turns out. Thanks again for the advice.

[samus82]

Tried to get an update from them today but seems they have blocked me from their livechat service? Not sure what to do now? They aren't responding to my e-mails from last week either. Any advice would be appreciated

[Optional]

Tried to get an update from them today but seems they have blocked me from their livechat service? Not sure what to do now? They aren't responding to my e-mails from last week either. Any advice would be appreciated

Have you talked to your SBR dispute analyst about this?

[samus82]

Shot a couple of e-mails his way but haven't had a response.

[samus82]

The company have now blocked my e-mail address as well. I literally have no way to contact them anymore. Last update was a week ago from them. What should I do?

[samus82]

Ok so just to update you on this one, LeoVegas finally came to their senses and have sent the funds to me - only took 6 weeks! Legislation in UK is a joke right now.

Appreciate all the help from the SBR team

[Optional]

That's good to hear Samus.

And thanks for updating the thread.

[JAKEPEAVY21]

good to hear, samus