LVbet Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

On October 1, 2024, I deposited 100 euros into my Lv-Bet account and received a 100% welcome bonus. I started playing according to the rules. After winning, I attempted to make a withdrawal. First, they requested documents to verify my identity. Most documents were approved, except for the photo with my driver's license. After some back and forth, I finally got that approved as well. When all documents were accepted, I proceeded to withdraw the amount. It took some time, and when the money didn't appear in my account, I checked and found that Lv-Bet had locked my account. I emailed them to ask why this happened and where my money is, but I haven't yet received an answer explaining what went wrong or why the withdrawal was not processed, given that I followed all the procedures correctly and my documents were approved. They only emailed back to say that my account is locked and the funds have been seized, even though I have asked for a more detailed reason.

Talletin 100euroa Lv-Betille 1.10.2024 ja samalla sain siitä 100% tervetuliais bonuksen. No lähdin siitä pelailemaan ja kaikki oli tehty miten kuuluukin. Sitten sain voiton ja lähdin yrittämään nostoa. Ensiksi pyysivät niitä asiakirjoja todistaakseen itseni. Asiakirjat meni melkein läpi paitsi kuva ajokortin kanssa. Sen kanssa hetken väänsin kunnes sain senkin hyväksytyksi. Kun kaikki asiakirjat oli hyväksytty lähdin kyseistä summaa nostamaan. No siinä meni jonkin aikaa kun ei rahaa näkynyt tilillä, ajattelin käydä katsomassa mutta lvbet oli lukinnut tilini. Kyselin sähköpostilla miksi näin ja missä rahani mutta en ole vieläkään saanut vastausta mikä meni pieleen tai miksi eivät nostoa antanut tehdän kun kuitenkin kaikki oli tehty oikein ja asiakirjatkin hyväksytty. Vastaavat vain sähköpostilla että tili on lukittu ja varat taavarikoitu, vaikka kysyin tarkentavaa syytä että miksi näin.

Hello Wiljami,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LVbet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is your account verified?
• Did you use a casino or sports betting bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Wiljami,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, my account was verified on 11/30/2024. I used the casino bonus. I last spoke to the casino on 12/12/2024, and in these messages I asked the reason for locking my account and confiscating my withdrawal.

Hei, tilini vahvistettiin 30.11.2024. Käytin kasinobonusta. Puhuin kasinon kanssa viimeksi 12.12.2024, ja näissä viesteissä kysyin syytä tilini lukitsemiseen ja noston takavarikointiin.

Dear Wiljami,

Would it be please possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

So, should I send screenshots of the emails between us?

Eli lähetänkö kuvakaappaukset meidän välisistä sähköposteista

Dear Wiljami,

Between you and LVbet - we are not the casino.

Awaiting your response.

Regards,

Nick

Thank you Wiljami for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Wiljami,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear LVbet Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been suspended and winnings confiscated?

Can you be more specific regarding the alleged breach? What did the complainant commit?

Is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hi Branislav,

We have sent you an email with a bit more information.

Thanks,

LV BET

Hi, I sent you the information you asked for in an email.

Thank you both for your emails and additional information. I am sorry for the delay.

Dear Wiljami,

Additionally, regardless of the way you provided the casino with the required documents, please send them to my email (branislav.b@casino.guru) with the information of the personal details that were used during the registration of the disputed account (name, surname, address, date of birth).

As for your question in the email - we are talking about a more reputable authority and ADR. Therefore, if the casino was unable to provide me with sufficient evidence, it would be the best way to achieve some clear results in the matter. However, I cannot proceed without you providing me with the requested documents.

Thank you for understanding. Looking forward to hearing from you.

I sent you the file that Lvbet requested for account approval.

Lähetin sinulle tiedoston, jota Lvbet pyysi tilin hyväksymistä varten.

Dear Wiljami,

Thank you for your email.

However, you provided only one photo (a selfie with an ID, and it was even a mirror one). Please look at my previous post and provide the requested.

Unfortunately, we cannot move forward without your cooperation, and it is very important for continuing our investigation. We will need all the documents you shared with the casino and your personal details you filled out at the casino. Those documents and details are basically the evidence we need.

Please note that if you fail to cooperate and provide all the requested, I am afraid I will be forced to think about complaint closure. Currently, your non-cooperation is dragging the process out and making our investigation impossible.

You can find my email in my previous post.

Thank you for understanding. Looking forward to hearing from you.

I sent you an email about the requested documents.

lähetin sinulle sähköpostia pyydetyistä asiakirjoista

Greetings,

Thank you for your email, Wiljami. I am sorry for the delay.

Alright, so you sent me your selfie with your ID (mirror one, which online casinos usually do not accept), and in your last email, I saw only a photo of your ID, only the front side of it, and the utility bill. However, a month ago, I requested also personal details that were used during the registration of the disputed account (name, surname, address, date of birth), which you have not provided so far.

Unfortunately, your utility bill was obviously cropped and very likely edited in another way too, and it is not an original/official document. In addition, the electricity/heating company provides these invoices in a specific form - in electronic form (.PDF via email or in a client account on their website) or printed form, while it usually includes more than only 1 page and specific signs. You sent me a cropped screenshot of such a document, which was cropped/edited.

Now - additional questions.

Do the personal details filled out in your gaming account completely match the personal details from your ID(s) provided during the KYC process?

What was the reason for editing the utility bill and what exactly did you edit in the document?

Are you able to provide an original utility bill (an invoice) as a .PDF or to gain it from your client account on the electricity provider's website? If so, can you forward it to my email (branislav.b@casino.guru)?

Thank you.

Hi, those documents you asked for are the documents I used to verify the account. (as I said earlier it's been a while and I can't be completely sure because I can't remember exactly if those are the documents and I can't check because the account was locked to the casino). But I haven't edited any of my documents and I don't even know how.. LVBet has approved those documents at the time and nothing was said about them then, so I assumed they were in order then.

But this has been going on for so long and I can't give you any reliable evidence because it's been so long. And this is taking so long and is so difficult that I don't know what to do anymore. For me, the complaint can be processed now or forgotten completely, Thank you

Hei, nuo asiakirjat jota pyysit ovat niitä asiakirjoja joita olen käyttänyt tilin vahvistamiseen. (kuten sanoin aiemmin siitä on aikaa enkä voi olla täysin varma koska en voi mitenkään muistaa tarkalleen onko nuo varmasti juuri ne asiakirjat enkä pääse tarkastamaan koska tili lukittu kasinolle). Mutta minä en ole muokannut mitään asiakirjoistani enkä edes osaa.. LVBet on hyväksynyt nuo asiakirjat silloin aikanaan eikä sillon tullut mitään sanomista niistä, joten oletin niiden olevan sillon kunnossa.

Mutta tästä on niin pitkä aika ja en voi sinulle täysin luotettavia todisteita antaa koska tästä on niin kauan aikaa. Ja tämä nyt kestää näin kauan ja on hankalaa joten minä en enää tiedä mitä tässä tehdä. Minun puolestani valitus voidaan käsitellä nyt loppuun tai unohtaa kokonaan, Kiitos

Thank you for your response and additional information, Wiljami.

Unfortunately, after gathering all the necessary information and details and the fact that you basically failed to fully cooperate in resolving the matter while likely providing us with incorrect/misleading information during the process, we are rejecting this complaint.

The document (at least the utility bill) provided to the casino for verification was edited, which means a serious breach of the terms and conditions, and the selfie with the ID does not meet the casino's requirements/conditions so it can accept it. A successful verification is a must to be able to withdraw any funds from your casino account. In this case, the provided documents made it impossible. Since you failed to pass the KYC, the casino acted correctly and in accordance with the terms and conditions you accepted upon registration.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR if the casino states one on its website.

Thank you very much, LVbet Casino Team, for providing information and for your cooperation! We would not have been able to reach the ruling without your help outside the thread!

Best regards,

Branislav, Casino.Guru