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LVbet Casino - Account verification nightmares!

RESOLVED
Complaint Info
Disputed casino LV BET Casino
Reason Verification issues
Amount € 2079.35
Posted on April 4, 2018

On March 18th I registered on LVbet casino. I made a deposit and lost, but enjoyed it quite a bit so I decided to deposit again. I made a total of 4 deposits, but on the fourth I hit a jackpot and ended up with a balance of 2079.35. I went to the cashier and requested a withdrawal. The next day I received an email from them requesting me to send in 2 things: 1- A color copy of my ID and 2-a copy of a utility bil; or bank statement which could not be older than 3 months. I then logged into the website and uploaded both documents they asked me for.

On wednesday the 21st of March they emailed me telling me the withdrawal had been rejected from my banks side, whic is not true I contacted my bank and they confirmed this with me. The casinos then asked me to provide 2 more documents: 1- a copy of the card I used to deposit on the casino. 2 - a bank statement to linked to the card I used on the casino. Since I don't get paper statments at home I went to the bank and they printed out a statement for me and stamped it with all the details the casino had asked for.

I emailed them a few days later asking about my withdrawal to which they replied that they needed a statement linked to the card I used on the casino. I was furious because the statement that I sent them is the one that is associated with the card. I called their contact number and spoke to the customer service agent and explained to him that the statement I sent was linked to the card, and the card I used was a debit card. He told me to send them a a statment with the transaction done on the casino and that it was ok to send a screenshot, this way they can associate the first statement I sent with the card. I went online, found the transactions on the casino and sent them all of this to the casino.

When I woke up this morning, instead of seeing that my acocunt had been verified I saw an email from the casino saying that they needed a bank statement linked to the card I used to deposit.

I get the impression that the departments in this casino don't communicate with one another at all and all of this ends up being a huge frustration for the players. I have provided everything I can for the casino to verify my account and process my withdrawal and despite all this I keep getting the same email over and over. I have wasted my time running around to the bank and trying my best to accommodate they're requests but I'm beginning to think that this is all a game they play with their clients in order for them to get fed up and gamble any money they wished to withdraw previously. This is not the case for me, I really want my money, and I am asking you ASKGAMBLERS to be the voice of reason to this casino. I can supply everything I mentioned on this email if needed, please just help me get my account verified.

Posted on April 6, 2018

Dear Gatesey87,

We would like to inform you that we investigated the case and our payment provider couldn't transfer the amount in question to your bank account. It was completely out of LV BET payments team control, as the funds left our accounts but instantly got reversed from our payment provider. The reason has been not communicated to our team. However, yesterday, our payment team used an alternative solution in order to proceed with the transfer, the funds were sent and hopefully will reach your account in the following 3-5 working days.

In case again the transfer will be blocked and reversed, our team will contact you in order to find an alternative solution. Please, rest assured that LV BET will do it's best to make sure that you will get your funds.

Best Regards,
LV BET

AskGamblers
Posted on April 7, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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