LVbet Casino - Player has been accused of irregular activity.

Hello, I have a disagreement with LVBet casino. They accused me of irregular activity and blocked my account. I know that if I am suspected of fraud or money laundering, the casino has the right to request additional documents for verification. According to the rules, the casino has the right to request documents proving identity, address, method of payment and confirmation of transactions. But what does irregular activity mean?

I have sent many different documents to the casino. I confirmed my identity, age, address, provided a screenshot of the Skrill payment system. I am completely honest with the casino, so I ask for the same attitude from the casino

The casino also holds my funds in the amount of $ 1,140. The casino is holding my funds in violation of EU rules, as the decision to unilaterally seize or withhold funds is prohibited.

I think there was a misunderstanding, I propose to start a reasonable dialogue. I ask the casino to answer all my questions in detail or transfer $ 1140 to my account without discussion.

Thank you in advance.

Hello Morgo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise if you have accumulated your funds with or without an active bonus? 

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Without active bonus.

The correspondence has been sent to your mail.

Thank you very much for your reply and email, Morgo. When reviewing the screenshots from your email, I noticed the casino pointed out, that the address in your account didn't match the address in the provided documents:

Could you please clarify this?

Hello! I want to clarify. I originally sent a statement to the Casino with my old address. I just didn't pay attention to the address.

Then, on the recommendation of the casino, I provided a document indicating the current address of residence.

Thank you very much Morgo for the clarification. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Morgo,

I will take care from now on. I would like to invite representatives of LVbet Casino into this complaint in order to help us resolve the issue.

Dear Barys,

We hope you are doing well.

During internal checks we have detected irregular activity, therefore decided to take appropriate steps.

Kindly note, that according to general terms & conditions you have accepted upon creating your gaming account:

6. a. (I) The customer’s identity. You warrant to, provide true, accurate, current and complete information regarding identity during the registration process. Any false information or impersonation of a and accessible through www.lvbet.comand therewith open a "Player Account". The User must fill in the registry person or entity, misrepresentation regarding any affiliation with another person, entity or association, use of false headers or other acts or omissions to conceal one’s identity from LV BET for any purpose will be prosecuted under the fullest extent of the law. A Client accessing LV BET services may be asked to provide valid subsisting verification of identity and relevant information.

6. d. In the event that LV BET has reason to believe that the information given is inaccurate, We are entitled to suspend or terminate User’s Account and retain any winnings.

Therefore, due to the violation of general terms and conditions, we have confiscated all the funds from your gaming account.

Furthermore, your gaming account has been permanently suspended.

Our decision, in this case, is final and conclusive.

Yours sincerely, 

LV BET Team

Dear LV BET Team,

I would like to ask you to provide us with a supporting evidence together with more detailed information about the situation you described in your entry. Please note, that it would be very necessary in order to proceed with this case. You can send it to my email address: 'martin.d@casino.guru'.

Hi Martin,

Not a problem. I am currently in discussion with legal team and we will send you an email disclosing further evidence to resolve this dispute. Please note it may contain confidential information therefore we kindly ask for handling this adequately in line with GDPR compliance.

Best,

Marco from LV BET

Dear Marco from LV BET,

I will be looking forward for your email!

Hi Martin,

I've sent you an email yesterday afternoon with additional specifications in light of this particular case.

Let me know if this will suffice.

Best,

Good day! I would be grateful if you would give me the opportunity to review the evidence that the casino provided to you. Thanks to.

Dear Morgo,

I would like to inform you, that we are currently discussing the details surrounding this case with the representatives of LV BET Casino. Once we'll be able to make any conclusions, I will inform you as soon as possible.

Hello! Do you have any information on my case?

Dear Morgo,

I was informed that your case was being resolved by eCOGRA entity, however the casino's representatives were not able to tell me more information on the result of this process. I would like to kindly ask you to provide us with more information of the said resolution either here or to my email address: 'martin.d@casino.guru'.

On the advice of the casino, I applied for a dispute resolution to eCOGRA back in December 2020, but there is still no solution to the dispute, and there is no answer to my letters. Therefore, I decided to contact you in the hope of speeding up the process and possibly reaching a consensus with the casino. I ask you to help.

Dear Morgo,

LVbet Casino's representatives have provided us with a reference number of the eCOGRA dispute in question. We have reached out to eCOGRA to confirm the status of this case and it was confirmed that they ruled in favor of the casino because you did not pass the verification process and the casino's actions were justified in accordance with their terms and conditions. Although, we were not able to have a thorough look into the details, because of the GDPR policy, eCOGRA is relevant and official entity and we are going to respect this decision.

Unfortunately, we won't be able to help you further with this matter, is there anything else that we can help you with?

Please give me the opportunity to review the solution that eCOGRA provided you, because I did not receive the corresponding solution. Or ask eCOGRA to send me a solution to my email. All my letters to eCOGRA unfortunately remain unanswered.

Dear Marco and LVbet Casino,

I would like to kindly ask you to provide the player with the resolution or the reference number of the case to his email address. I will try to ask eCOGRA to provide the player with the resolution as well.

Dear all,

I have sent the player the necessary information to track this reference number with institution in question.

Should there be any questions please let me know.

Best regards,

LV BET Team

Hello Morgo!

I have received an answer from eCOGRA that they have re-sent the resolution to you and also stating that the original resolution was sent to you on the 15th of March 2021.

Please let us know, if you have managed to receive the email.

Hello Morgo!

Have you received the resolution?

Yes, thanks for the help. I intend to contact a lawyer for further advice.

Dear Morgo,

In this case we have to respect the decision made by eCOGRA, as it is approved certification body by various online gambling jurisdictions. The reason of their decision have been already mentioned previously.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.