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Hi,

I was playing at Lv bet and decided to use thir welcome package with deposit bonuses.

I lost on the first deposit but won on the second deposit.

There were no issues when i lost my first deposit but when i won on my second deposit i recieved an email from them saying they will not pay out my money becasue i broke some rule.

They have blocked my account so i can not log in to see the exact amount and when i ask why they are doing this they are sending me the same replay with a bunch of terms but dont specify which term they think i have broken.

Dear vingrom2023,

Thank you very much for submitting this complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if this is the welcome package you used? https://lvbet.com/en/casino-bonus/welcome-package/

Could you please forward me the communication between you and the casino regarding the breach of the Terms and the block of your account? My email address is veronika.l@casino.guru. Alternatively, you may post the screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes it was their welcome package bonus.

I will forward the emails from the casino

Thank you very much, vingrom2023, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you vingrom2023 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LVbet Casino for their help in resolving this complaint. We would like to know what rule is the player in violation of and if we can do anything to help resolve this issue.

Thank you!

Dear all,

One of our representatives contacted Peter via email to clarify the complaint in question.

Best Regards,

LV BET

Dear vingrom2023, unfortunately, due to the GDPR rules, the casino representative is not able to share any details with us, as their compliance team only provides these to their official ADRs. Therefore the casino recommends you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) or The POGG (https://thepogg.com/all-complaints/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). We will now close this complaint as unresolved. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Dear vingrom2023,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Yeah sorry didnt think about it.

Yes they eventually paid me after i made a complaint at thePogg

Dear vingrom2023,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter