FAQ
Frequently Asked Questions
Welcome to the FAQ page for leovegas, where you'll find answers to all your questions related to using our platform in the Czech Republic. From setting up and managing your account to understanding the ins and outs of deposits, withdrawals, and bonuses, this section provides detailed information. Additionally, learn about the games we offer, responsible gaming practices, technical support, and legal requirements. Our aim is to provide a comprehensive resource that addresses common inquiries, ensuring a smooth and informed gaming experience.
Account
How do I create an account on leovegas?
To create an account, visit our website and click on the "Register" button. You will need to provide personal information, including your name, address, and date of birth. As per Czech Act 186/2016 Coll., verification of identity is required, which may involve uploading documents like your ID card or passport.
What is KYC, and why is it necessary?
KYC stands for "Know Your Customer." It is a mandatory process under Czech Act 253/2008 Coll. (AML Act) to verify the identity of players, ensuring compliance with anti-money laundering regulations. This process keeps both the platform and its users safe from fraudulent activities.
I've forgotten my password. How can I reset it?
If you’ve forgotten your password, click on "Forgot Password?" on the login page. Follow the instructions to reset your password via the email associated with your account.
How can I close my account?
To close your account, please contact our customer support at info@leovegas-bonus.cz. After verification of your identity, we will process your request as per our terms and conditions.
Deposits
What deposit methods are available?
We offer a variety of deposit methods including bank transfers, Trustly, and Apple Pay. All transactions are processed in CZK, ensuring integration with local banking systems.
Are there any fees associated with deposits?
leovegas does not charge any fees for deposits. However, check with your payment provider for any potential charges on their end.
Why was my deposit declined?
Deposits can be declined due to several reasons, such as incorrect payment details, insufficient funds, or restrictions placed by your bank. Ensure all details are correct and contact your bank if the issue persists.
Withdrawals
Which withdrawal methods can I use?
Withdrawals can be made using bank transfers or the same method used for deposits, in compliance with Czech financial regulations. Ensure your account is fully verified to process withdrawals.
How long does it take to process a withdrawal?
Withdrawal processing times vary depending on the method used. Bank transfers typically take 2-5 business days. Processing may be delayed if additional KYC information is required.
Is there a fee for withdrawals?
leovegas does not charge fees for withdrawals. However, check with your bank regarding any fees they may impose.
Bonuses
How can I claim a bonus?
Once you meet the eligibility criteria for a bonus, it will appear in your account. Follow the instructions provided to claim it. Terms and conditions, including wagering requirements, will apply.
What are the wagering requirements for bonuses?
Wagering requirements vary by bonus. Typically, you must wager the bonus amount a certain number of times before withdrawal. Check the specific terms for each bonus in your account.
Can I cancel a bonus after claiming it?
Yes, you can cancel a bonus by contacting customer support. Be aware that cancelling may forfeit any winnings associated with the bonus.
Games
Which game providers do you work with?
We collaborate with leading game studios such as NetEnt and Microgaming, ensuring a diverse and high-quality gaming experience.
What is RTP, and where can I find it?
RTP stands for "Return to Player." It indicates the percentage of wagered money a game will pay back to players over time. This information is available in the game details section of each game.
How do you ensure game fairness?
All our games use a Random Number Generator (RNG) certified by independent authorities to ensure fairness and randomness, complying with Czech regulatory standards.
Responsible Gaming
How can I set limits on my account?
You can set deposit, loss, and session limits through your account settings. These tools are designed to promote responsible gaming practices.
What is a time-out, and how do I use it?
A time-out allows you to take a short break from gaming, ranging from 24 hours to six weeks. Set a time-out via your account settings to temporarily disable your account.
How do I self-exclude from the platform?
To self-exclude, access the responsible gaming section in your account settings or contact our support team. Self-exclusion prevents access to your account for a specified period.
Where can I find the RVO register?
The RVO (Rejstřík vyloučených osob) is available on the official MFČR website. This register allows you to exclude yourself from all licensed gambling activities in the Czech Republic.
Technical
Which devices and browsers are supported?
Our platform is accessible via desktop and mobile devices, supporting popular browsers such as Chrome, Firefox, and Safari. Ensure your browser is up-to-date for optimal performance.
Is there a mobile app available?
Yes, leovegas offers a mobile app for both iOS and Android devices. Download it from the App Store or Google Play to access our services on the go.
Why is the website loading slowly?
Slow loading times may result from high traffic, network issues, or outdated browser versions. Check your internet connection and update your browser for improved performance.
Legal
Is leovegas licensed in the Czech Republic?
Yes, leovegas is fully licensed by the Czech Ministry of Finance (MF ČR), ensuring compliance with local gambling laws and regulations.
What is the age requirement to play?
Players must be at least 18 years old to register and play on our platform, in accordance with Czech legal requirements.
Are my winnings subject to tax?
Winnings from gambling are subject to tax in the Czech Republic as per §10 of Act 586/1992 Coll. on Income Taxes. It's advisable to consult with a tax advisor for specific guidance.