LVBet allowing quickspin/feature buy for UK players

tiger590

Newbie member
Joined
Sep 7, 2014
Location
England
I've been playing on lvbet like I do most days and I noticed that on the Pragmatic Play slots that it's allowing me to use quick/turbo spin and buy features. Yet I thought this was banned for UK players. I contacted their support and they said it had nothing to do with them and it was the provider's responsibility?

Just thought I'd see what other people had to say
 

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Davey86

What consumes your mind controls your life
MM
Joined
Feb 6, 2020
Location
Newcastle upon tyne
Buy a couple of features if that’s their attitude they will refund you might be the providers problem but if the operator now knows about it and continues to provide it
 

tiger590

Newbie member
Joined
Sep 7, 2014
Location
England
It's like going back in time on there for us UK players. You can select upto a 1000 turbo autospins and with Pragmatic Play it rattles them off in about 60 seconds

If anyone else has a lvbet account and is from the UK then have a look to make sure it's not just me!


Like I said I contacted them and I've added a screenshot of the reply from the chat transcript. I went onto explain further how they should look into it but we'll see if anything is done!
 

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LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
Hi.

Thanks for alerting me to this thread.

It is definitely something of concern for us and I’ll be raising it to our Casino Team straight away to review and resolve.

@tiger590, thank you for bringing this to my attention. Including the wrong information from our Customer Support. I’ll make sure they’re informed better.

Kind Regards,
Tyler
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi.

Thanks for alerting me to this thread.

It is definitely something of concern for us and I’ll be raising it to our Casino Team straight away to review and resolve.

@tiger590, thank you for bringing this to my attention. Including the wrong information from our Customer Support. I’ll make sure they’re informed better.

Kind Regards,
Tyler
I nipped on live chat after I saw this thread, even though my accounts closed, and alerted them and being fair, Daisy said she would tell someone, so not all the live chat staff were the same :)
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
Good Morning all.


Buy a couple of features if that’s their attitude they will refund you might be the providers problem but if the operator now knows about it and continues to provide it
I fail to see the need to immediately go on the attack here on something which can be fixed. Our customer support try their best to remember everything and handle all issues that come their way. Unfortunately, compliance in the sense of knowing what slots are meant to offer for the different jurisdictions isn't the highest on their list to remember. They normally tend to deal with other kinds of issues.

Definitely, the answer isn't one that is to be expected, and wasn't a good one. However abusing of a possible technical issue is not a nice way to notify a casino that there's an issue.

@LV BET Pinging their rep to start with and probably get that version of game removed if it's not compliant with UK regulations.

I appreciate this Slottery! I didn't thank you last night but I immediately checked it out and wrote to the relevant departments to look into it. I've also gotten in touch with @tiger590 privately to apologise and sort out anything else.

I nipped on live chat after I saw this thread, even though my accounts closed, and alerted them and being fair, Daisy said she would tell someone, so not all the live chat staff were the same :)

Exactly! It helps that I quickly sent an email across remind them of this but you need to remember Support staff are the backbone of any company. They're honestly all super heroes with the amount of things they need to remember and analyse in every chat and in every shift.

Kind Regards,
Tyler
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
There appears to be an attitude on this forum that the chat support staff (of any casino) are always fully knowledgable of all potential legal requirements, and every possible issue that comes up.

Ideally they should be, but it's realistically not possible; you may be dealing with a new member or staff, or someone may have the wrong info.

The right thing to do if you don't get the answer you know is right from the chat is to email the casino, or the rep here. No need to go on the attack or suggest they're deliberately breaching regulations. You never know, some of them may drop you a bonus for helping them out ;)
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
There appears to be an attitude on this forum that the chat support staff (of any casino) are always fully knowledgable of all potential legal requirements, and every possible issue that comes up.

Ideally they should be, but it's realistically not possible; you may be dealing with a new member or staff, or someone may have the wrong info.

The right thing to do if you don't get the answer you know is right from the chat is to email the casino, or the rep here. No need to go on the attack or suggest they're deliberately breaching regulations. You never know, some of them may drop you a bonus for helping them out ;)

I made a cash out from one of the bonus’s that an accredited casino here gave me after letting them know DOA2 bonus but was available to U.K. :p

Part of my daily routine is checking the new releases with BB across sites to see if I can scab anymore freebies for doing the same :p

Didn’t even ask for one; just said ‘heads up; DOA2 BB is live for U.K., might want to pull the game ;-)’

Off hunting I go.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
There appears to be an attitude on this forum that the chat support staff (of any casino) are always fully knowledgable of all potential legal requirements, and every possible issue that comes up.

Ideally they should be, but it's realistically not possible; you may be dealing with a new member or staff, or someone may have the wrong info.

The right thing to do if you don't get the answer you know is right from the chat is to email the casino, or the rep here. No need to go on the attack or suggest they're deliberately breaching regulations. You never know, some of them may drop you a bonus for helping them out ;)
I think they should know the basics, and not lie to customers if they don't actually know the answer. I would much rather an advisor said, 'sorry I'm not sure of the answer to that, hold on 5 minutes while I ask someone' or 'I'll pass it to management and they will email you when they see it' and then get the correct answer, than be given incorrect information.
In this case the advisor either didn't know the answer and made one up (it's up to the provider not us) or lied.
I'm sure customer service were briefed at the time that bonus buys were being removed from the UK market because of instructions from the UKGC, as there would have been a lot of customers going to live chat at the time asking why they couldn't use then, so there really is no excuse to give incorrect information out. Even if they are a new member of staff, then if they don't know the answer, I'm sure they could find the correct one pretty quickly.
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
I think they should know the basics, and not lie to customers if they don't actually know the answer. I would much rather an advisor said, 'sorry I'm not sure of the answer to that, hold on 5 minutes while I ask someone' or 'I'll pass it to management and they will email you when they see it' and then get the correct answer, than be given incorrect information.
In this case the advisor either didn't know the answer and made one up (it's up to the provider not us) or lied.
I'm sure customer service were briefed at the time that bonus buys were being removed from the UK market because of instructions from the UKGC, as there would have been a lot of customers going to live chat at the time asking why they couldn't use then, so there really is no excuse to give incorrect information out. Even if they are a new member of staff, then if they don't know the answer, I'm sure they could find the correct one pretty quickly.

Hey Colin,

I know what you mean. However this is one of those "basics" that isn't really used all that often if everything works right from the Casino / Game Provider side of things. I honestly believe that the agent, who I do have to say only started around a month and a half ago, sincerely believed that this is a provider issue rather than an "operator issue". However I do believe she could have gone that step further of saying she will report it to our Casino Team to pass on the information.

I'm sorry to say but I feel like the agent is being targeted for an unjust reason. Could it have been handled better? Definitely. But please don't accuse us of trying to neglect our responsibilities to our users or to our Licensing Authorities. Immediately after being notified, I've messaged @tiger590 and have dealt with the issue privately. I do hope she writes her feedback here but that is not my call.

I also hope that anyone else that has been effected by this issue to contact myself or customer service at their earliest to have it checked out.


Kind Regards,
Tyler
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Casino made a mistake by accidentally adding game that is not compliant and it got removed and rep admitted a mistake happened.

Not a first or last time when game is accidentally added to lobby for locals which it shouldn't, can if provider have mistake in their information or casino team just make mistake and add it to certain local. Not much more to see here i guess.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hey Colin,

I know what you mean. However this is one of those "basics" that isn't really used all that often if everything works right from the Casino / Game Provider side of things. I honestly believe that the agent, who I do have to say only started around a month and a half ago, sincerely believed that this is a provider issue rather than an "operator issue". However I do believe she could have gone that step further of saying she will report it to our Casino Team to pass on the information.

I'm sorry to say but I feel like the agent is being targeted for an unjust reason. Could it have been handled better? Definitely. But please don't accuse us of trying to neglect our responsibilities to our users or to our Licensing Authorities. Immediately after being notified, I've messaged @tiger590 and have dealt with the issue privately. I do hope she writes her feedback here but that is not my call.

I also hope that anyone else that has been effected by this issue to contact myself or customer service at their earliest to have it checked out.


Kind Regards,
Tyler
However I do believe she could have gone that step further of saying she will report it to our Casino Team to pass on the information.

Is that not what I said? If she believed it or not, she was wrong, and if a customer is reporting a breach in the LCCP, surely it is better to be safe than sorry and send it up the chain? Bear in mind, I also went on live chat to report the same thing, as, if you hadn't been around, I would have probably been able to get the message through, being more aware of the situation etc. That was to help you out, not have a go at anyone. You are welcome to look at my chat and you will see I was polite and just making them aware at all times, not having a go at all.
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
However I do believe she could have gone that step further of saying she will report it to our Casino Team to pass on the information.

Is that not what I said? If she believed it or not, she was wrong, and if a customer is reporting a breach in the LCCP, surely it is better to be safe than sorry and send it up the chain? Bear in mind, I also went on live chat to report the same thing, as, if you hadn't been around, I would have probably been able to get the message through, being more aware of the situation etc. That was to help you out, not have a go at anyone. You are welcome to look at my chat and you will see I was polite and just making them aware at all times, not having a go at all.

Hi Colin,

I'm sorry for the long delay.

What I meant was the part "I think they should know the basics, and not lie to customers if they don't actually know the answer. ". I didn't mean from my end to sound hostile either and for that I apologise too.

On another note, I'd like to just let everyone know that Pragmatic Play have finally resolved both the issue of all games not being playable and also fixing this issue with the Buy Spins / Feature being available.

Kind Regards,
Tyler
 
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