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LeoVegas Customer Support & Complaints - Contact Options & Help Guide for UK Players (2025)
If you find yourself in the unfortunate position of needing the help of LeoVegas customer support, you want to know how they can help and who to contact. Here's what you need to know.
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How to Contact LeoVegas Customer Support in the UK
There are four main channels of contact at LeoVegas. These include the following.
Support Channel | Availability | Avg Response Time |
Live Chat | 24/7 | 1–3 minutes |
Email (support@leovegas.com) | 24/7 | Up to 24 hours |
Help Centre | 24/7 (self-serve) | Instant |
In-App Support | 24/7 | 1–5 minutes |
But when would you use each method and under what circumstances? We recommend using the live chat facility for urgent LeoVegas complaints and queries such as login problems or payment disputes. The email function is great if you have a detailed query and a lot of information to send to LeoVegas customer support.
What Issues Does LeoVegas Support Handle?
We found the LeoVegas customer support team to be very helpful, polite and knowledgeable on most topics. This means they are pretty much equipped to deal with any problems you encounter. The most common issues or queries include things like LeoVegas deposit or withdrawal problems, verification queries, questions about bonuses, or login or password issues.
The LeoVegas help centre is also on hand to assist with any responsible gambling queries you may have. Be it, wanting to request deposit limit changes or asking for advice, you will never feel judged by LeoVegas. The team can also assist with any technical problems you encounter on either the website or app.
How to File a Complaint Against LeoVegas (UK Process)
Let's face it, nobody really likes to make a complaint, after all, we are British! However, from time to time, it is necessary. Knowing how to complain about LeoVegas and what the process entails is crucial to you receiving a positive outcome. Here is a step-by-step guide on how to file a complaint with LeoVegas.
- 1
The first thing you need to do is access the live chat facility or create an email addressed to LeoVegas customer support.
access the live chat facility
- 2
Let the team know what the problem is and send them any relevant information to back up your complaint.
- 3
You will need to allow up to eight weeks for your complaint to be fully resolved. However, in most cases, it is done much quicker.
- 4
If you're not happy with the outcome or your complaint remains unresolved after eight weeks, you can escalate the problem to IBAS which is an independent organisation. Ensure you send them all of the relevant information including chat logs and screenshots, along with a timeline of communication.
complaint remains unresolved
Example Complaint Scenarios & How LeoVegas Responds
To give you some idea of the things LeoVegas UK players complain about, here are a few scenarios and how LeoVegas has dealt with them in the past. Following this, we have put together a couple of real-life case studios.
Scenario | Resolution Time | Outcome |
Bonus not applied | ~2 hours | Manually credited after chat |
Verification delayed | ~24 hours | Documents approved via email |
Withdrawal blocked (missing KYC) | ~3 days | Released after KYC resubmission |
Self-exclusion tool not functioning | ~1 hour | Flagged and fixed with account lock |
Mr. B***d - From Liverpool
This customer reported a problem with LeoVegas not paying out. They contacted the live chat and were met by a polite and friendly agent who informed them that the processing times are also dependent on the merchant and that the payment had been processed by LeoVegas.
They were asked to give it another 24 hours and if they still hadn't received their funds to contact the payment provider with a reference number provided by LeoVegas. However, they received their payment within a few hours of contacting customer support and therefore did not need to take the matter further.
Mr. A*********h From Doncaster
This customer was having problems uploading their documents in order to verify their account. They initially contacted customer support via the live chat function but were asked to send over the documents in an email. They emailed the LeoVegas email support team, and their account was verified on the same day.
Common Complaints from UK Users (And How to Avoid Them)
Here are a few of the most common mistakes UK users encounter and ways that you can avoid them.
Account Locked - Ensure you enter the correct login details and use your account sensibly as accounts often get locked due to multiple failed logins and responsible gambling measures.
Bonus Not Working - Ensure that you opted in for the particular bonus and that you have met all the qualifying criteria. Always read the bonus terms and conditions before opting in.
Support Taking Too Long - Use the live chat feature as your first option and where possible try to contact them outside of busy periods like on a Saturday.
Withdrawal Pending - Make sure you have completed all KYC verification checks and check the payment method terms and conditions to find out how long your payment should take to process.
FAQs
The quickest way to get help at LeoVegas is to contact them via the live chat function.
Yes, you can contact IBAS if you're dissatisfied with the outcome of your complaint or if you have failed to hear back from LeoVegas within eight weeks.
You need to allow up to 24 hours for your documents to be verified. However, in most cases, they can be verified within the hour and in some instances within minutes.
Absolutely! LeoVegas always wants all of its users to have a fun and safe time when using the platform. As such, they promote responsible gambling through the accessibility of numerous safer gambling tools.
My name is Dean, AKA The Stat Man. I am a Sports Betting Analyst who uses math, algorithms, probability and logic to create my posts. I live in the UK, on the outskirts of London but my background and heritage is Irish. I'm an avid Manchester United fan who sees following them as a religion. Sport is pretty much my life, as I live and breathe it daily. If there is something I don't know, it's probably not worth knowing as I have over 20 years industry experience and insight.