LVbet Casino - La cuenta del jugador ha sido cerrada.

Hello,

I deposited 200 euros to LVbet Casino on 11.11.2024. I have completed the wagering requirements for the bonus and have sent all the requested documents. I tried to log into my account, but the funds are not visible. My account is locked, and I don't understand why. Could you help me with this issue?

Regards,

Ipezu

Hei

Talletin LVbet kasinolle 11.11.2024 200 euroa. Kierrätin bonuksen ja olen lähettänyt kaikki dokumentit joita he ovat pyytäneet. Yritin kirjautua tililleni, kun rahoja ei näkynyt. Tilini on estetty, enkä tiedä miksi. Voisitteko auttaa minua tämän ongeman kanssa?

T: Ipezu

Dear Ipezu,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LVbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Have you contacted casino support and asked for an explanation? With what result?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please list which document you submitted to the casino? Were any of them approved?

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

Best regards,

Tomas

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 Ipezu,

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.

1. I noticed my account was blocked when I filed this complaint, which was on December 16, 2024. I had been a casino player for at least a month.
2. I have contacted them, and as a result I received a comprehensive response about blocking players, which I have pictures of below.
3. I played slot machines.
4. Yes, with the welcome offer.
5. I sent pictures of my driver's license, bank statement, selfie, proof of address. Everything was accepted.

1. Huomasin tilini eston silloin kuin tein tämän valituksen, eli 16.12.2024. Olin kasinon pelaaja kuukauden ainakin.
2. Olen ottanut yhteyttä, ja tulokseksi sain ympäripyöreän vastauksen pelaajien estämisiestä, josta alempana kuvat.
3. Pelasin kolikkopelejä.
4. Kyllä, tervetuliaistarjouksen avulla.
5. Lähetin kuvat ajokortista, tiliotteen, selfien, osoitetodistuksen. Kaikki hyväksyttiin.

Thank you very much, Ipezu, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Ipezu,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite LVbet Casino to join the conversation.

Dear LVbet Casino,  

I would appreciate it if you could clarify which specific actions by the player you believe may have violated your rules. Additionally, I would be grateful if you could share any evidence that supports the claims regarding the alleged breaches of your terms and conditions. Please feel free to send the information to michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ipezu,

Please read carefully the information below.

During internal checks we have detected irregular activity, therefore decided to take appropriate steps.

Kindly note, that according to general terms & conditions you have accepted upon creating your gaming account:

11. ACCOUNT CANCELLATION

a. LV BET reserves the right to refuse, cancel the Services, and/or refuse to distribute profits to anyone for any legitimate reason including, but not limited to:

· any instance when LV BET has cause to believe that a person’s activities on the SITE may be illegal;

· any instance where LV BET may suffer any fiscal, regulatory, or pecuniary disadvantage by virtue of anyone’s activities;

· any instance where one or more transactions on the SITE are judged by LV BET to have been performed in violation of this Agreement.

b. LV BET prohibits player collusion and takes measures to prohibit use of devices, such as robots, that distort normal gameplay.

c. LV BET reserves the right to terminate events or games including ones which have already commenced without prior notice, whenever it deems necessary and/or due to errors in the software or games which cause games to work incorrectly or malfunction.

d. LV BET reserves the right to terminate an Account and retain all the remaining funds in the Account where LV BET has reasonable belief that a player committed/attempted to commit/ was involved in proceedings leading towards potential fraudulent activity or otherwise advised on fraudulent activity to third-party-player/s or hacked or accessed otherwise unlawfully third-party players’ Account for the purpose of alleged fraudulent activity or otherwise. Such activity could involve inter alia, organised betting, use of stolen or falsified debit cards or Account numbers, forgery, collusion and submission of data or documents which are forged, stolen or otherwise misappropriated.

e. LV BET reserves the right to terminate an account and retain all remaining funds due to irregular play.

The full text of the terms and conditions is available here.

Kindly note that your gaming account has been permanently suspended.

Our decision in this case is final and conclusive.Should you consider, that we did not provide you with sufficient explanation at the moment, please refer to Article 31 Complaints,

" if a user feels that their case might need further escalation, they should contact our customer support agents by email at SUPPORT@LVBET.COM. LV BET customer care representatives will acknowledge the receipt of the complaint and strive to communicate the outcome to the user within a maximum of 10 days. In cases where the complaint involves complex aspects and is in accordance with applicable regulations, an extension of up to 10 additional days may be required.

We strive to ensure that all players are informed of our final decision and receive guidance on filing an official dispute to a registered Alternative Dispute Resolution Body, also known as an 'ADR'. An 'ADR' is an independent third party which mediates disputes and assesses all information provided by both parties to issue an impartial decision on the matter. THE CASINOREVIEWS.COM is an approved ADR for LV BET complaints.

You can find additional information and submit a complaint to CasinoReviews.com: HTTPS://CASINOREVIEWS.COM/COMPLAINTS

If the user still feels that their complaint has not been resolved to their satisfaction, or is of responsible gambling nature and cannot be resolved through an ADR service, they can contact the Malta Gaming Authority (MGA) by email SUPPORT.MGA@MGA.ORG.MT to dispute it.

We are committed to maintaining a safe and respectful online environment for all our users. If you come across any content on our platform that you believe to be illegal or in violation of our community guidelines, we encourage you to report it promptly to COMPLAINTS@LVBET.COM''

Yours sincerely,

LV BET Team

www.lvbet.com

Dear LVbet Casino, 

Thank you for your response.

Dear Ipezu,  

Do you find the casino's explanation adequate? Have any of your actions potentially violated the aforementioned rules, which could be seen as irregular play?

The explanation is really not enough, I have not acted in any way against the rules. I don't understand, could the casino perhaps shed more light?

Selitys ei todellakaan riitä, en ole toiminut mitenkään sääntöjen vastaisesti. En ymmärrä, voisiko kasino kenties valaista lisää?

Dear LVbet Casino,

Kindly forward me any evidence that supports the claims regarding the alleged breaches of your terms and conditions to michal.k@casino.guru

Thank you in advance.

Hi Michal,

An email containing additional information has been sent to you.

Thanks,

LV BET.

I assume I am entitled to see the message regarding "my additional information" so should I be allowed to see it?

Oletan että olen oikeutettu näkemään viestin, joka koskee "minun lisätietoja" joten saisinko nähdä sen?

Dear LVbet Casino,

Thank you for your email. I have responded back with additional queries and am looking forward to your reply.

Dear Ipezu,  

I understand your eagerness to receive more detailed information. However, as previously stated, your account has been flagged for violating several rules. Until we have had the opportunity to review all the relevant information and evidence that will be available to us, we are unable to provide additional details. I look forward to sharing more updates with you shortly.

Dear Ipezu,

I would appreciate it if you could forward me all the documents you provided to the casino team for the Know Your Customer (KYC) process to michal.k@casino.guru. This information may assist us in assessing one of the possible reasons for the casino team's perception of a rule violation.

Dear Ipezu,

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.

I sent an email to the address you provided, did it arrive?

Laitoin sähköpostin antamaanne osoitteeseen, onko tullut perille?

Dear Ipezu,

Yes, I have received the first email. I have replied back to you with some additional questions and am awaiting your reply.

I sent an answer to your questions.

Lähetin vastauksen kysymyksiisi.

Dear Ipezu,  

I appreciate you providing the additional documents. I will proceed with my discussion with the casino team.

Dear LVbet Casino,

I have reached out via email with further enquiries and am currently awaiting your response.

Dear Ipezu,  

Thank you for your diligence in providing all the required information and documentation.  

As we looked into your case, the casino security team raised concerns about some of your documents, suggesting they may have been altered or tampered with. We recognize the importance of complying with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations, which necessitate the submission of valid, original documents in the player's name. However, our review did not uncover any significant discrepancies in the documents you provided. Since we are not forensic experts, we do not possess the authority to make a definitive judgement. Additionally, the casino team was unable to disclose the critical evidence behind their decision due to their privacy policy, which leaves us unable to fully support their conclusion without sufficient evidence. As a result, we find ourselves in a position where we cannot reach a definitive decision.

Although we would have preferred to resolve this matter within our forum, given the circumstances, the most appropriate step is to take your case to the LVbet Casino authorized Alternative Dispute Resolution (ADR) service the Casino reviews here: https://casinoreviews.com/complaints and/or to the Malta Gaming Authority (MGA) here: https://www.mga.org.mt/player-hub/lodge-a-complaint/ or via email support.mga@mga.org.mt as mentioned in the casino terms and conditions. While we would like to be of more help, we found ourselves in a position where there is nothing that can be done from our side and the situation has to be ruled by the appropriate authority.

Please let me know once you do so and how the ADR or MGA responded at michal.k@casino.guru

Thanks for your help Michal. Are all the stories the casino tells true? They're clearly just making something up when they don't even know why they locked my account. All the documents I've used have been authentic and original and not modified in any way, etc. :D I've done everything I can and have studied the issues so that it would be quite appropriate for the casino to admit a mistake. I've spent so much time and days on this, which is commendable, and they're responding like this? That they think that some documents "may have" been tampered with. Incomprehensible. I've also filed a complaint with casinoreviews.com.

Kiitos avustasi yrittää Michal. Onkohan nyt kuitenkaan ihan kaikki kasinon kertomat tarinat faktaa. Aivan selvästi keksivät vain jotain kun eivät edes itse tiedä miksi lukitsivat tilini. Kaikki dokumentit joita olen käyttänyt ovat olleet autenttisia ja alkuperäisiä eikä mitenkään muunneltuja tms. :D Oon kyllä kaikkeni tehnyt ja perehtynyt asioihin että nyt kasinon puolelta virheen myöntäminen olis ihan suotavaa. Olen tähän käyttänyt niin paljon aikaa ja päiviäkin kulunut ihan kiitettävästi ja he vastaavat näin? Että ehkä ovat sitä mieltä että joitain dokumentteja "saatettu" peukaloida. Käsittämätöntä. Olen myös tehnyt nyt casinoreviews.com sivustolle valituksen.

Dear Ipezu,  

I completely understand that my previous response may not have met your expectations. I want to reassure you that we genuinely prefer to resolve your complaint within our forum. However, as I mentioned, the casino security team has raised concerns about some of the documents you submitted. Each casino typically has its own qualified team or officer to evaluate the validity of such documents, or they may work with certified external companies that specialize in this area. While our review did not reveal any major discrepancies in your documents, we are not forensic experts and therefore lack the authority to make a final judgment that the casino must adhere to.  

The casino team is open to providing all necessary information and evidence to their Alternative Dispute Resolution (ADR) or the licensing authority which is basically the usual process if you are not satisfied with the handling of your complaint by the casino team. We will await the official decision from the ADR or MGA, as their ruling is binding for the casino. In the meantime, I will temporarily close your complaint as unresolved - waiting for the regulator's decision. Please forward me the email confirming your complaint submission to the ADR or MGA at michal.k@casino.guru

Dear Ipezu,

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.

Dear Ipezu,

Thank you for your email. As stated earlier, I will be temporarily closing your complaint as unresolved - waiting for the regulator's decision until we receive a decision from the ADR. Please keep me informed of any developments regarding your progress and the feedback you obtain from the ADR at michal.k@casino.guru.

Dear Ipezu,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru

We’ve reopened this complaint at the player's request.

Dear Ipezu,

Thank you for sharing the decision reached by the LVbet Casino official ADR service – Casinoreviews.

Could you please inform me about what Casino Reviews communicated to you before their final decision? I recognise that it is probable that no particular information was shared with you, as this is typical in the industry; nonetheless, I am interested to know if they offered any additional detailed feedback.

Hey, They didn’t gave me any concrete significant information.

Dear Ipezu,

Thank you for your reply.

I acknowledge your frustration regarding the limited information you have received; however, as I previously stated, it is a common practice in the industry not to disclose specific or detailed information to the affected player, as such disclosures could potentially be misused in the future to bypass established protocols.

That being said, given the information we have received earlier and the fact that even Casinoreview, the appointed LVbet Casino ADR, has concluded that the casino has acted in accordance with their regulations, I regret to inform you that there is nothing further we can do from our end.

You certainly have the right to disagree with the ADR's ruling and may choose to escalate your case through legal channels; however, we are unable to offer any additional support regarding this issue.

I will now proceed to close the case accordingly.

I apologise for not being able to assist you further. If you experience any additional issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Centre. We will try our best to help.

Best Regards,

Michal

Casino Guru