LVbet Casino - プレイヤーの賞金は没収されました。

Ladies and Gentlemen

I won €5000 at this casino, wanted to withdraw my winnings and had to go through a verification process beforehand, I uploaded the pictures requested in an email to the website, but my account was blocked and the winnings confiscated, with the explanation that I was a fraudster even though that is not the case. In my opinion, the casino is dubious. I am attaching a screenshot of the email (if possible)

Please help me.

Nobody answers the casino's phone number.

Best regards

Alexander M***

Sehr geehrte Damen und Herren,

ich habe bei diesem Casino 5000€ gewonnen, wollte meinen Gewinn auszahlen und musste vorher einen Verifizierungsprozess machen, habe auf der Website die in einer Email geforderten Bilder hochgeladen, jedoch wurde mein Konto gesperrt und der Gewinn eingezogen, mit der Begründung ich sei ein Betrüger obwohl das gar nicht stimmt. Meiner Meinung nach ist das Casino unseriös. Anbei füge ich noch einen Screenshot der Email an (wenn möglich)

Bitte helfen sie mir. 

Bei der Telefonnummer des Casinos hebt keiner ab.

mit freundlichen Grüßen

Alexander M***

Dear Alex99,

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.?
• Do I understand correctly that your account was verified?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello Kristina,

I played the Giantoonz slot machine without a bonus because I know that some bonus conditions can cause problems.

I wanted to make my withdrawal but they cancelled it because the verification was pending, I uploaded the required documents and it was processed. The next day I was blocked and the login has not worked since then.

Nobody answers the phone number and it is questionable whether my email is answered.

Hallo Kristina,

ich habe den Automatenslot Giantoonz gespielt und das auch extra ohne Bonus da ich weiß, dass manche Bonusbedingungen Probleme bereiten können.

Ich wollte meine Auszahlung tätigen doch sie haben diese storniert da die Verifizierung auständig war, ich habe die geforderten Dokumente hochgeladen und es wurde bearbeitet. Am nächsten Tag war ich gesperrt und der Login funktioniert seither nicht.

Bei der Telefonnummer hebt keiner ab und ob auf meine Email geantwortet wird ist fraglich.

Attached is the last part of the email and the screenshot that my account has been blocked.

anbei noch der letzte Teil der Email sowie der Screenshot, dass mein Konto gesperrt wurde.

Attached is the email I received before (I was even congratulated on winning), I followed the steps:

after that my account was blocked and the winnings of 5000€ were confiscated

Anbei noch die Email die ich davor bekam (mir wurde sogar zum Gewinn gratuliert), ich befolgte die Schritte:

danach wurde mein Konto gesperrt und der Gewinn von 5000€ beschlagnamt

here again the standardized email to my email I unfortunately do not understand what they want from me I have done nothing wrong this is fraud from them

hier wieder die standartisierte Email auf meine Email ich verstehe leider nicht was die von mir wollen ich habe nichts falsch gemacht das is Betrug von denen

Thank you very much, Alex99, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Alex99,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LVbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LVbet Casino,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated? Please provide any relevant supporting evidence to my email at jakub.m@casino.guru.

Thank you in advance for your response!

Best Regards,

Kubo

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.

Hi Kubo,

We have sent an email to your address (jakub.m@casino.guru) with information on this case.

Thank you,

LV BET.

Dear Alex99,

Could you kindly forward the email containing the documents you submitted to the casino during your verification process to my email address at jakub.m@casino.guru?

Thank you for your cooperation.

Hello Jakub,

I have sent you an email with the documents which I have also uploaded to @LVbet

Thank you

Hallo Jakub,

ich habe Ihnen eine E-Mail mit den Dokumenten gesendet welche ich auch bei @LVbet hochgeladen habe

Vielen Dank

Dear Alex99,

Due to strict GDPR regulations, LVbet Casino is unfortunately unable to provide detailed information regarding your case. However, the casino is licensed by the Malta Gaming Authority (MGA), which offers dispute resolution services.

I kindly recommend that you contact the Malta Gaming Authority and submit a complaint through their website: https://www.mga.org.mt/player-hub/lodge-a-complaint/. The MGA has more tools and resources to assist players in such matters.

For further guidance on how to properly submit a complaint to the regulator, you can refer to this link: https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need any assistance with submitting the complaint. Also, kindly forward me the confirmation email once you have submitted your complaint to the MGA. You can reach me at jakub.m@casino.guru.

Thank you for your understanding.

Dear Alex99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Jacob,

I've already filed a complaint with the MGA. They referred me to CasinoReviews to investigate the case.

Thank you.

Best regards

Alexander

Hallo Jakub,

ich habe bereits eine Beschwerde bei der MGA eingereicht. Diese haben mich an CasinoReviews verwiesen um den Fall dort zu aufzuarbeiten.

Vielen Dank.

mit freundlichen Grüßen

Alexander

Dear Alex99,

Since Malta Gaming Authority is involved in this matter, I will proceed with changing the status of the complaint to "Waiting for decision of regulator". If there are no updates in the meantime, this status will remain for three months, after which the complaint will be automatically reopened.

If you receive any updates regarding the MGA's decision during this period, please feel free to reach out to me via the email address provided earlier.

Thank you for your understanding, and I wish you the best of luck with the regulator's decision.

Best Regards,

Kubo

Dear Alex99,
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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru