LVbet Casino - Igrač se bori da dovrši provjeru računa.

I made a deposit at the LVbet casino, played it and wanted to get win. I applied for a cashier and asked to withdraw the money. On November 17, I received a letter asking me to send a copy of my passport, a photo, a utility receipt and a screenshot of my e-wallet.

I also received an email asking to send another photo with the date and passport in hands. Then I went to the website and uploaded all the documents they asked.

On Friday, November 27, I received a letter where the casino re-requested a utility receipt and a screenshot of the e-wallet. I sent it.

On November 30, I received a letter saying my account was blocked. When they blocked account, they referred to paragraphs in etrms stating that my documents should be real and valid. Of course, all my documents are real. The casino charges are unfounded. I am willing to provide any paperwork for additional review, but the casino is not in touch. Please help me complete the verification and get the funds.

Dear VoV41kk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly.

Have you been advised what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No, casino staff didn't tell me there was a problem when they checked my account.

Thank you very much, VoV41kk, for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear VoV41kk,

I’m sorry to hear about the complications you have been experiencing verifying your account. I will do my best to resolve your case.

I would like to invite LVbet Casino into this conversation.

Dear LVbet Casino,

Can you please specify the facts on basis of which you claimed the documents VoV41kk provided were not real and valid? In addition, please forward any relevant evidence supporting your claims to my e-mail address andrej.p@casino.guru.

Dear VoV41kk,

Due to the nature and severity of the reason of forced closure, we are unable to disclose the reasons why your account has been closed on a public forum such as this. We would be happy to inform CasinoGuru privately of our reasoning and decisions taken. And in fact, we have dropped an email to Andrej with supporting information.

Kind Regards,

LV BET

Dear VoV41kk,

Unfortunately, the casino’s management decided not to continue to communicate the issue with us in detail due to legal reasons, therefore there is not much we can do. We have our hands tied.

Anyhow, I can assure you that the time you have invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did.

Please let me know if you decide to contact the Licensing Authority and our assistance is needed.

Since we have not received any further updates from the player, we are closing this complaint as ‘rejected’. In case we are informed this case has been escalated to the casino’s Licensing Authority, we will comply with their ruling.