Complaint #23 Live Casino

Cashback account changed to Match Up account after deposit

By Eduardo Andre A.

5 years ago

Hi askgamblers team,

Today i was very surprised about LIVE CASINO behaviour. Few weeks ago, I created my live casino account and chose CASHBACK LINE (see attached the cashback yellow symbol $). But today, after my first deposit of 250€, my account was changed to MATCH UP LINE (see attached the FS red symbol). This is totally unacceptable behavior. I don't have interest in match up offers at all...! I always take screenshots of everything because I don't want to be fooled by casinos.

I really hope that Live Casino reverses my account again to the cashback line (like it was before the deposit) and extends the first day promo (20% cashback) because it is only valid on the first day after the first deposit.

THANK YOU
Eduardo

Disputed Casino Live Casino

Reason Other

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

eduardoandre

• Portugal

5 years ago

Hello,

I can confirm that my account is now back to cashback line. And i did received the 20% cashback for the first deposit.

But everytime i speak with live chat they seem not to know about these cashback promotions. Yesterday, I was asking for information about the 25% cashback on wager sum (second deposit) and the live chat member seemed not to know what kind of promo i was talking about. Now, Live Casino says here that this cashback was "set specially for me"... But this promotion is on the Promotion page and should be accessible for all clients that choose cashback line (and not a "specially" cashback just for me).

I really hope not to re-open this complaint, because I will give one more try on this casino with a second deposit.

For now you can close this complaint.

THANKS ASKGAMBLERS

Live Casino

• Representative

5 years ago

We would also like to pay your attention that max. cashback amount is 50 EUR, (50 USD, 75 CAD, 500 NOK, 3750 RUB, 750 ZAR, 200 PLN), no wager requirements. Which is also stated in the bonus terms and conditions.

Live Casino

• Representative

5 years ago

Dear Eduardo,
we have set this cashback specially for you, but just in case it doesn't work, please message instantly at [email protected], and we will add it anyways.
Thank you very much for your understanding!

Live Casino Complaint Stats

Resolved 12 / 12

Avg. Amount $3,125

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Live Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 9 out of 9 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Live Casino Complaints

See all complaints for this casino

Refused withdrawal without any reason

Hello There ,

I need your urgent help. I have deposited 1500€ in Live.casino website and then requested withdrawal of 1700€. So now they have disabled my account without any reasons given and declined my original deposit also. I was playing in that site more than a year my account was verified. Here by I am attaching proof of deposit which was made on 14.09.2022 and email chat with casino.

Resolved

€1,500

Withdrawal pending for longer than their advertised time-frames, again

It's been more than 2 days and withdrawal of 4000 euro is pending. I have talked to their customer chat and they told me all withdrawals will be processed in max of 24 hours. but then it's already more than 48 hours and still no response or email from the casino side.

My account is fully verified and I have also uploaded my all deposit proof into the casino. Their customer chat don't have any idea just give me copy and paste responses and ask to be patient and wait. This is the second time when my withdrawal is delayed.

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3550 Euro withdrawal is pending over 2 days

I have made deposit 3300 euros and made withdrawals of 2000 euro and 1550 euro on 23 April 2022 at 04.36 time. It's been more than 2 days and withdrawal is pending. I have talked to their customer chat option several times and they just informed me to wait and wait.

My account is fully verified and I have also uploaded my all deposit proof.

No response from their support team.

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SE Failure with casino under same licence

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I have had issues with a number of casinos operating under N1 Interactive (licence holder) which owns and operates a variety of casino brands, one of which is Live.Casino. I initially requested to be self excluded on 26/3/20 on BobCasino which is a casino operating under the N1 Interactive MGA licence which also operates Live.casino and received confirmation via email of the self exclusion. I also emailed support to request I be blocked from all casinos under their licence due to gambling problems however I have been allowed to open an account with Live.casino and deposit the following amount on

400 - 1/7/20

500- 1/7/20

I feel the Gaming operator’s responsible gambling system has severely failed me and my addiction was let take over and I lost control. I have contacted Live.casino by email However have not received any satisfactory response.

Please see attached screenshots of some of the deposits made, also please see attached email from Bobcasino as proof of request to self exclude from all of their casinos.

Please note I have used the same credentials as with my self excluded bobcasino account as with Live.Casino.

< personal info removed >

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No option to withdraw to Neteller support ignores messages

I made a $300 deposit with Neteller to live.casino, played slots and blackjack. Then I tried to request a withdrawal but Neteller was not an option in the list. I've asked in chat about that and they said that I should try to use VPN and set Argentina/Columbia/Germany to make this method appear. This helped not.
Then I tried to open chat again but it disappeared from the support page. I decided to send an email using their site form but two of my request were ignored.
So there is no chat, no answers from support and still no option to withdraw to Neteller (the method I used to deposit). Money are frozen on my account and nobody wants to help.
The amount of money frozen is $281.66.
Kindly asking Askgamblers to help me with my issue.

Resolved

$282

5 days passed still a Neteller Deposit not added

I have never seen a bookie who doesn't have instant neteller deposit service! I have deposited funds with my neteller 5 days ago still the balance is not added! I am repeating again, 5 Days passed still they didn't credit me a deposit! All they are doing is drama. Their live chat service don't have any power even they can't contact their financial team to take a look fast.

I have submitted my neteller screenshot all things and 5 days passed still they didn't credit me my funds! These guys have no right to operate a gambling site. Their license should be void.

Resolved

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Delaying €4,000 withdrawal for more than 24 hours

Hello, I made a deposit in a 500 euro casino, played roulette life and won 4000 euro, and the casino does not release the withdrawal, the withdrawal was in the casino for more than 24 hours
Please help me with this, I talked to them in the chat, say manager manager wait wait but there was a problem, someone manager manager canceled me two retreats I did and now that all is well I do not release the withdrawal, And my account has been verified

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Deposit still not added to my balance

I deposited funds 2 days ago but still the balance not added. I have contacted their support minimum 10 times but they are not helping. All they say is keep waiting! Strange! Everywhere Neteller deposit in instant but they are keeping my funds without any reason! One officer said the transaction is pending from Neteller side but it is clear that they are lying. Still I called neteller they said all is fine they paid that to them. Neteller even sent me merchant transaction number to help me get my funds. I have sent Live Casino the merchant reference number also but they are not helping! Kindly help me to get my funds from these scammers. I am adding screenshots also check.

Resolved

$250

Delaying my 11000 euro withdraw

Hello , on the 24th of February I made a deposit of 2k on Live.Casino and was able to turn that into 11k euros , as soon as i finished playing i made a withdraw , and was asked to verify everything which i did , i sent in my driving license , bank statements etc , and i was on the live chat with one of the agents and was informed that i am fully verified and that my withdraws are being processed
Today , 3rd of March i am still waiting for both of my withdraws (10k+1k) , and everytime i go ask the live chat about it or email them about it they just say that please wait patiently it is being reviewed by our manager or sometimes they say it is being reviewed by our financial department
Since i made the withdraws on the 24th of Feb , i have been hearing the same exact thing from their email support and live chat , attached are some of the answers i get
In their website it is stated that it takes from 12hours - 48 hours to process a withdraw but for some reason , i have been waiting for 8 full days and nothing is happening and i am just hearing the same thing from them
Please AskGamblers Team Help me !!