LVbet Casino - Das Spielerkonto wurde geschlossen, wodurch seine Gewinne blockiert werden.

I won 964€, but couldn't complete my withdraw.

My LV BET account was suddenly and permanently closed after I attempted to complete the verification process. All my submitted documents were approved, but the electronic identification step failed due to a technical issue on LV BET’s side. I was not able to restart or complete the electronic verification again, despite trying multiple times.

Instead of assisting me or allowing me to complete verification, LV BET closed my account and blocked my funds. Their message referenced general clauses about fraud, irregular play, or illegal activity, but none of these apply to me, and they have provided no evidence or specific explanation. My gameplay and transactions were legitimate, and I only attempted to withdraw my own funds.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you lost access to your account directly after submitting the documents for the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Thanks,

I focused on the slots I was playing with the welcome bonus that I passed. I didn't lose access to the account right away, but after several weeks when I tried to send them a message and make a withdrawal. So I sent a lot of different documents, but it was that ID verification that I couldn't get done again, despite several messages to customer service

Kiitos,

Keskityin kolikkopeleihin, joita pelasin tervetuliasbonuksella, jonka läpäisin. En menettänyt pääsyä tilille heti, vaan usean viikon jälkeen, kun yritin lähettää heille viestiä ja suorittaa noston. Lähetin siis paljon eri dokumentteja, mutta juuri tuosta henkilöllisyystodistuksen vahvistuksesta oli kiinni, jota en saanut tehtyä uudestaan, useasta viestistä asiakaspalveluun huolimmatta

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Thank you for your response. I hope all the documents and communication I sent are valid. I will provide more if necessary. It has been a while since the event, so it may be that I did not remember all the documents sent to them, partly due to the large number of them.

Kiitos vastauksestasi. Toivottavasti kaikki lähettämäni dokumentit ja yhteydenpito kelpaavat. Tarvittaessa toimitan lisää. Tapahtumasta jo tovi niin voi olla että kaikkia heille lähetettyjä dokumentteja en muistanut, osittain johtuen myös niiden suuresta määrästä.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Karhumies99,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear LVbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Hello Karhumies99,

Please be advised that you did not successfully complete the verification process and are therefore in breach of our Terms and Conditions. As outlined in our Terms and Conditions, the company reserves the right to forfeit any winnings associated with your account.

Dear LVbet Casino Team,

Could you please provide a more detailed explanation regarding the player’s unsuccessful verification?

In particular, it would be helpful to understand the exact reason the verification could not be completed. Were there any issues with the documents submitted, were any documents missing, or was there another reason the verification was deemed unsuccessful?

A more detailed explanation would allow us to better assess the situation and determine whether there are any further steps the player could take to help resolve the matter.

Our intention is not to draw conclusions in favor of either party, but to obtain sufficient information to fully understand the circumstances and assess the matter fairly and impartially.

You may send any additional information and supporting documentation directly to me at lucia.s@casino.guru.

Thank you for your cooperation.

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 Karhumies99,

Since the casino has stopped responding to our inquiries and has not provided any additional information or supporting documentation that would explain the closure of your account and the confiscation of your funds, we are forced to close the complaint as unresolved.

This decision is due to the casino’s lack of cooperation and the absence of sufficient evidence to substantiate the allegations of fraudulent behavior made against you.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S