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LV BET Casino - Bonus unlawfully taken

RESOLVED
Complaint Info
Disputed casino LV BET Casino
Reason Bonus terms violation
chrisgdean1 United Kingdom
Posted on April 8, 2019

I signed up to LV Bet and took advantage of their welcome bonus and was 1300 up after wagering and requested a withdrawal.

Then i receive this email

Dear Christopher,

Kindly note, that according to the Terms and Conditions of the LV BET Promotion, LV Spins can only be claimed once per person, household, family, household address, email address, credit card number, IP address or shared computer environment.

Please be informed, that you due to links found in your account you are not eligible neither to this promotion, any bonus winnings has been confiscated.

Well I live with my wife and son, neither of whom have an account with LV Bet. I accessed using my work phone and laptop which only my wife has access to and she certainly hasn't been creating further accounts! So what they are saying is impossible and I have tried to query it but just been told their decision is final and they will not provide any evidence, even though what they are accusing me of is impossible.

So either they are trying to avoid paying me my winnings or they have made a simple error. Either way I want it resolving before I have to go down IBAS/GC route :(

Posted on April 9, 2019

Hi Christopher,

We're sorry to have to have caused this frustration but unfortunately we believe that our decision is just and based on valid evidence. This being the case, we have contacted AskGamblers to start providing them with the evidence that we have related to your complaint.

Kind Regards,
LV BET

chrisgdean1 United Kingdom
Posted on April 9, 2019

Well I am looking forward to seeing this evidence as if you have anything it must be purely coincidental or fabricated as like I said I live with my wife and son, neither of whom have accounts with you.

Posted on April 9, 2019

Hi Christopher,

In order to be able to provide information related to being linked to another user of the Welcome Bonus, we would like your permission to be able to publish our IP Address Log for your account and your used device as a reply to this complaint for all that read this complaint.

Kind Regards
LV BET

chrisgdean1 United Kingdom
Posted on April 9, 2019

Are you serious?!

So you refuse to give me any information relating to this in private when I requested due to ‘privacy laws’ but now you are happy to publicly post information?!
You can quite easily copy the same IP address twice that is quite simple to do. I have no linked accounts, as you can see from my address, phone number, email etc etc. So I am quite concerned that you are willing to post information about someone who you have decided is linked to me but has absolutely nothing to do with me. That is very concerning, after refusing to privately provide me with anything. This is terrible treatment

Posted on April 9, 2019

Hi Christopher,

As was stated on chat with our Team Leader and on Trust Pilot, we are in our right to only provide our evidence related to the matter to the qualified ADR / Resolution service of your choosing in order to protect our security methods.

If you are not willing to accept this, we will advise AskGamblers that you are not ready to allow us to publish our evidence and allow them to take the final word on this as we have already stated.

Kind Regards,
LV BET.

AskGamblers
Posted on April 9, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf LV BET Casino management in regards of this complaint to confirm and justify the casino actions.

We would like to use this occasion and advise casino to send evidence and explanation in question directly to the complainant's private email.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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