LiveBet Casino - Player's winnings have been confiscated.

Had a verified account on livebet and after trying to withdraw, my money was confiscated and i was sent an email that i have breached their terms, but i have done nothing.

Dear veixmei,

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 situation better and assist you effectively.

• Could you please confirm if your account verification process was fully completed?
• Do you recall receiving any previous warnings or notices from the casino about potential breaches of their terms?
• Were your winnings earned using an active bonus and what games did you play?
• Could you provide more details about the email you received from the casino? Specifically, did it explain which terms were allegedly breached?
• Have you contacted the casino for clarification? If so, could you share their response?

If you have any relevant communication (emails, screenshots, or chat logs), please forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with the case and help resolve this issue.

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

Thank you in advance for your reply.

Best regards,

Petronela

Verification was fully completed. There was no previous warnings, only when i tried to withdraw, they sent email and confiscated the funds. I didn't use any bonus either. Email that they sent pointed to one of their term points.

"12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company."

I did non of those things that they mention. I don't use VPN or anything to hide my ip. None of my documents are forged or anything like that. Their KYC even wants to do live selfie with third party verification page etc. Its not even possible to forge anything. Also didn't use any bonus that were mentioned in that particular term point. Also i don't use any software or any technique or device that could have any effect to them. All those point are random and have nothing to do with me. Seems that they took random term point as an excuse to just scam me out of money. I know i should have done my research as it seems that it is scam casino anyway, with lots of complaints on your site as well as other and complaints against its clones by same company. All them have rating around 2 out 10. I had no idea they do that sort of thing. And it seems that they have not responded to any of your previous attempts with other complaints. Most likely money is lost i'm afraid.

Sent screenshot of email as well as transaction page to your email.

Hi veixmei,

Thank you very much for your reply.

To continue investigating your case, could you please confirm a few details:

• If I understand correctly, the verification process was conducted by a third-party company and not directly by the casino itself? Could you let me know which company handled this process?
• Could you also clarify which casino games you were playing?
• Was your account verified in the past, and did you have any successful withdrawals before this situation?

Thank you in advance for your reply.

i was mistaken when i told third-party company made kyc process. Was thinking about another casino. Livebet only asked photos of id-card, proof if address document, proof of deposit document and selfie with document to be uploaded to their website. I did all that and all were accepted and also approved.

I was verified about week before and i was also able to make one withdraw (100eur) two day before all other funds were "confiscated" when trying to withdraw second time. You can see it in the email attachment i sent you last time.

I played random slots, some roulette and sports bets.

I don't know why am i even bothering, because as i can see, they have not responded even once with your complaints inquirys throughout the years. No hope getting any money back from these scammers.

Dear all,

We would like to inform you that the player's KYC procedure was successfully completed on 29/12/2024, with the validation of his ID and proof of address. Additionally, prior to reviewing the player's withdrawal request, we requested a selfie for verification, which was subsequently approved.

However, following a detailed review of the player's gameplay during the withdrawal process, we concluded that the player violated our Terms and Conditions, specifically clause 12.10, which states:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

As the player utilized a proxy IP while playing in our casino, they breached clause i) of the above T&C's. Consequently, we proceeded with the deduction of his winnings amounting to €358.11.

Nonetheless, the deposit amount from which the winnings originated was refunded to the player's account, allowing him to withdraw it. Player requested a withdrawal on 6/1/2025, which was successfully processed shortly thereafter.

Should you require further clarification, please do not hesitate to contact us.

Best regards,

LiveBet Casino Team

What the hell is livebet talking about. Proxy IP? Honestly i don't understand much about computers etc, but i just use my mobile internet and hotspot it to my laptop and i use duckduckgo web browser to be safe. How is that using proxy IP? I don't use VPN if that means that. And how and why would using my own mobile internet any wrongdoing? i just don't understand. Casino.guru, can you understand what this means?

Now as far as i googled duckduckgo, it just blocks ads and trackers, but it doesn't change nor hide your ip. So livebet excuse is just stupid and wrong.

Also livebet lies about returning my deposit. I have deposited 400eur to livebet. On 22.07.2024 i deposited 100eur, and on 21.12.2024 i deposited 3x100eur. On 08.01.2025 they returned 100eur and on 10.01.2025, when i tried to make my second withdraw, they confiscated 358.11eur.

No wonder why their rating is 2/10. Liers and scammers.

I hope Casino.Guru can take some action against livebet. That is just ridiculous.

Hi veixmei,

I’d like to point out that Estonia is not listed as a restricted country by LiveBet Casino and is available in their registration form. This means that, under normal circumstances, players from Estonia should not face issues accessing the platform.

• Could you kindly confirm if you are aware of using any VPN software, proxy server, or similar program while accessing the casino? Sometimes, such tools may run in the background without being noticed, so it’s important to check.

Please let me know your thoughts, as this information will help clarify the situation further.

Exactly, Estonia is allowed and i don't use any VPN. I hotspot mobile internet to my laptop and use duckduckgo browser. I know duckduckgo browser blocks ads and web trackers, but it doesn't change or hide my ip in any shape or form. i double checked it now and "whatismyipaddress.com" gives exactly same details about my ip and location when using chrome and duckduckgo. I really would like to hear what excuse or explanation livebet gives. As far as i can see they are lying and making up excuses just to steal money. Same goes with the lie that they have returned deposit. If needed i can prove that i have deposited 400eur and they have returned only 100eur and have stolen 358eur.

Thank you very much, veixmei, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello veixmei,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will try to continue the dialogue with the casino team to see if I can help somehow.

Dear LiveBet Casino Team,

While I acknowledge the presence of the abovementioned rule in your terms and conditions, however, I believe that its application in this instance may not have been entirely just. The player in question registered from an allowed country, and (if I'm not mistaken) all their IPs are from Estonia as well. Therefore, I find it difficult to identify any unfair advantage in this situation, especially since there were no prior restrictions on their account related to specific IP addresses.

If the player had utilised IP addresses from other countries, such as, for example, the UK, USA, India, or Brazil, to bypass any country-specific restrictions, played restricted games, or had claimed bonuses not available to them in Estonia, that would clearly constitute a violation of the rule. However, since they have only used Estonian IPs, I do not believe this has provided them with any unfair benefit.

I would appreciate it if you could provide any further evidence of potential rule violations. If the sole concern pertains to the difference in IP addresses, I kindly urge you to reassess your decision, as we do not view this as a sufficient justification for the significant measure of confiscating the player's winnings.

Thank you for your attention to this matter.

Dear All,

We would like to inform you that our player "veixmei" (email: mveiko76@gmail.com) has been restricted by our Sportsbook team following a review of his betting activity, which led to a further investigation. This investigation confirmed the use of proxy IPs while accessing our platform.

As per T&Cs 12.10, the use of proxy IPs is strictly prohibited, as it can disguise a player's true location and activities. This can creates opportunities for unfair betting practices. Specifically, the use of proxy IPs may allow a player to collaborate with others by placing repeated or coordinated bets, which can manipulate betting patterns and affect the integrity of the platform.

The review was initially triggered due to unusual betting patterns, prompting further examination. The findings confirmed the use of proxy IPs, reinforcing the decision to impose restrictions on the account in accordance with our policies and leading to the deduction of the player's winnings.

To our knowledge, Casino Guru does not handle complaints related to sports betting. However, should you require additional information regarding the deduction, we would be glad to provide it.

Please let us know if any further clarification is required.

Best regards,

LiveBet Casino Team

As expected. Another excuse and a lie. I have never used proxy IP as i already described before and they still keep lying about it. I hope livebet is sending casino.guru evidence about using proxy IP and i hope casino.guru can forward it to me for confirmation. I have only used livebet as i described before with mobile hotspot to my laptop and duckduckgo web browser. There is no way livebet can give any other evidence. And now ofcourse they come up with another new excuse that has never before mentioned, a sports betting pattern. What a joke. Just to get casino.guru off their backs. And no explanation about a lie that was exposed before, that they told that they have paid back deposit, but actually not. When is livebet going to pay me the deposit back they told you about? Never is my guess. How is livebet casino allowed to operate and steal customers funds like that without consequenses. Mindblowing.

Dear LiveBet Casino Team,

While we indeed do not handle sports betting related complaints because we don't have enough insight into sports betting. We wouldn't be able to judge competently all the pros and cons. However, this complaint pertains to the player's so-called "proxy IPs". If the player had employed IP addresses from various countries, such as the UK, USA, India, Brazil or any other, likely through a VPN service, to circumvent country-specific restrictions, engage in restricted games, or claim bonuses unavailable in Estonia, this would undoubtedly represent a breach of the rules. However, given that the player have exclusively utilized Estonian IPs, I'm struggling to see how they gained any unfair advantage. Could you please explain how the player might conceal their actual location when they clearly registered from Estonia, played from Estonia, and provided evidence that they reside in Estonia? A country that is not restricted and the players are allowed to play in your establishment.

Please forward me any evidence that supports your claim that the player has breached your abovementioned rules including the findings by the sportsbook provider at michal.k@casino.guru to verify that.

Dear Michal,

Thank you for your patience.

We would like to inform you that we have replied to the above-mentioned email, including the requested evidence.

Please let us know if any further clarification is required.

Best regards,

LiveBet Casino Team

Thank you for the additional information and evidence, LiveBet Casino Team.

Dear veixmei,

After reviewing the additional information and evidence, I'm afraid I will not be able to pursue your case anymore. While the proxy IP address issue is not considered by us a valid reason for confiscation of winnings, however, it has come to light that your gameplay was flagged by the sportsbook provider for violating their rules.

As this remains the primary concern, I must convey that I cannot extend any further assistance.We don't have a branch dealing with sports betting, thus we wouldn't be able to advise you correctly. I understand that this may be a challenging situation for you, but we lack the necessary insight to address this type of issue effectively. I suggest that you consider submitting your complaint to a platform that specializes in sports betting disputes or directly to the regulatory authority overseeing the casino.

Please note that our Casino Guru complaint forum is specifically focused on issues related to online casinos and their casino games.

Thank you for your understanding, and I sincerely wish you the best of luck in resolving your matter. Should you encounter any casino-related issues or casino games in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru