You are about to go to the Italian version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.
You are about to go to the German version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.

LVbet Casino - Roulette winnings no credited, no further help and proper investigation

RESOLVED
H0tsh0t87 United Kingdom
posted on November 27, 2017.

Hi there

I was playing live roulette and had £19.80 in my account I did the following spins

£9.90 the ball landed on number 25 which I never had so it was a loss - remaining balance £9.90

£9.90 the bet never got accepted so the money was returned to my account the ball landed on 26 - remaining balance £9.90

£9.90 the ball landed on number 8 which I had £1.40 on the bet was accepted and said I won but no money was added to my account . ( I have screen shot to show this )

I contacted lvbet about this and they said the result was 26 despite my CLEAR EVIDENCE I had £1.40 on number 8 . They offered me 5 free spins as compensation which I declined

If you phone there help line number it is someone's house phone at night . If you go on live chat you always seem to get through to the same 2 pple who say no managers are avalible ....

H0tsh0t87 United Kingdom
posted on November 28, 2017.

Hi

Spoke to lvbet today and they said they have spoke to eveloution gaming and there was a delay which caused me to miss a spin . They said the result was 26 and the spin after it was 8 .

I said that was not what was shown on my screen as per screenshot but they said that's there final response .

I pay to play a game of there is a fault out with my control I expect the provider to help sort it out instead of saying not our problem

This is honestly the worst casino I have played at the customer service is non exsistant and there doesn't seem to be a manager to SOEAK to

posted on November 28, 2017.

Dear Lee,

We apologize for any inconvenience that may have caused you at your matter. Your understanding and feedback are highly appreciated.
We would like to inform you that as soon as you have contacted LV BET Live Support on 11/25/2017 21:56:30 attaching the screen shot displaying the issue. Live Support agent has immediately reported it to our Casino department and your case has been escalated to Live Casino provider – Evolution Gaming.
We have also reviewed your gameplay for our side.
You have deposited 25GBP and you made 4 transactions what you can also check on your account.
First bet for 7GBP was lost, the second one for 9 GBP and you won 10.80 GBP. Your balance was 19.80 GBP and you place 2 more transactions for 9.90 GBP each.
According to the confirmation form our Live Casino provider your last bet was on below listed numbers which are the same as on your screen shot.
Customer (ID:140703) pressed REPEAT button at 20:44:02 UTC, which generated a bet in total amount of 9.90 GBP in the Roulette round on 2017-11-25 at 20:43:58 UTC.

Roulette Game
Started at: 2017-11-25 20:43:58
Ended at: 2017-11-25 20:44:34
1 Red £ 0.10 £ -0.10
10 Black £ 1.50 £ -1.50
11 Black £ 0.70 £ -0.70
13 Black £ 0.20 £ -0.20
16 Red £ 0.50 £ -0.50
23 Red £ 1.60 £ -1.60
24 Black £ 0.80 £ -0.80
30 Red £ 1.20 £ -1.20
33 Black £ 0.20 £ -0.20
36 Red £ 0.30 £ -0.30
5 Red £ 1.20 £ -1.20
8 Black £ 1.40 £ -1.40
Split bet: 23 and 24 £ 0.20 £ -0.20

Game Summary
Game resolved successfully, client lost and was debited according to the real game result:
Winning Number 26 Black
Total Bet £ 9.90
Total Payout £ 0.00

According to the Evolution Gaming investigation customer did experience connection issues on his end (delay) in some points during this round and after it.
Please note that the round with the winning number 8 Black took place on 2017-11-25 at 20:44:38 UTC, after the previously mentioned game round.
As per game server logs there are no records of user attempting to place any bets in that round.
This means that all your bets were placed correctly, and the number 8 was winning with next round which you could see although you didn’t place any bet.
Unfortunately, your bets were lost which was confirmed by Live Casino teams from LV and form Evolution.
We are sorry that this caused you an inconvenience and we wish you good luck in the future.
Best regards,
LV BET Team

H0tsh0t87 United Kingdom
posted on November 29, 2017.

That I said not answering my question on my screen it shows 8 . The evidence shows 8

I understand there may of been a delay but that doesn't get away from the fact that the ball shows 8 on my screen .

At the very least my small stake should have at least been returned


PLEASE AVOUS THIS CASINO AT ALL POINTS

AskGamblers
posted on December 4, 2017.

This complaint has been reopened as per LVbet Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

posted on December 4, 2017.

Dear Lee,

Thank you for your reply.

According to Evolution Gaming investigation, the connection issue (delay) occurred on the customer's side.

As we have mentioned in the previous response, the round with the winning number 8 Black took place on 2017-11-25 at 20:44:38 UTC, after the previously mentioned game round.
This means that all your bets were placed correctly, and the number 8 was winning with next round which you could see although you didn’t place any bet.

Regrettably, your bets were lost and it was confirmed by Live Casino teams both LV and Evolution Gaming.

We are sorry that this caused you an inconvenience and we hope for your understanding.

LV BET Team wishes you success and good luck in the future.

Regards,
LV BET Team

AskGamblers
posted on December 4, 2017.

Upon LVbet Casino explanation above, and sufficient information and evidences provided to AskGamblers Complaints Team on behalf of LVbet Casino management, AskGamblers Complaints Team confirm LVbet Casino statements in this particular case.

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 licensing authority responsible for LVbet Casino.

By subscribing you are certifying that you are over the age of 18.

Sign up for +420 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie policy.

Try your luck with top-rated casinos on the market!

You have been inactive for 90 seconds