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LVBet.com Withdrawal

Discussion in 'Online Casinos' started by PeterH92, Feb 12, 2018.

    Feb 12, 2018
  1. PeterH92

    PeterH92 Full Member

    Location:
    UK
    Hi, I decided to play at LVBet today I asked live chat if I could use my birth certificate for ID before I registered at the casino because I don't have any kind of photo ID whatsoever, live chat told me that birth certificates are accepted if the player hasn't got any photo ID so I signed up and deposited £20 without any problems. I played a few games and I won £215 so I tried to make a withdrawal, It's at this point it asked me for ID so I uploaded my birth certificate, utility bill, front and back of my card. I then left my account for half hour until my docs got processed I came back to check and noticed that the birth certificate got rejected. I went back to ask why the document got rejected on live chat I got told that I cannot use my birth certificate has it's not official ID such as a passport or driving license. I got mad at the situation and ended up losing all the money. I'm just wondering what you guys think about it and what can be done because I think that It's completely wrong that I got told that I could use it in the first place and then when I make a withdrawal It's a different story. :(
     

    Attached Files:

  2. Feb 12, 2018
  3. gilliebean

    gilliebean Full Member

    Occupation:
    Psychology
    Location:
    Southampton, UK
    I'm sorry, but you should have used your (quite justifiable) anger to argue your case with the casino - not reverse the withdrawal and squander the money in a temper. So often I hear people saying they've done this and I never understand it...

    If casinos ever attempt to delay or halt a withdrawal - it just makes me even more determined that they will give me what they owe me come hell or high water - even if it takes me weeks! :mad: :laugh:

    But that's just my thoughts and there's not much you can do now.

    They certainly won't refund you the £215 - as yes, they've either misinformed you about the birth certificate being acceptable or made a mistake by not accepting it - either way they were in the wrong - but you've then chosen to play through and lose your money of your own accord I'm afraid. :(
     
    SpinUk, goatwack, SlotGrinder and 2 others like this.
  4. Feb 13, 2018
  5. DreamRJ

    DreamRJ Out of this world! MM webmeister

    Occupation:
    Gamble
    Location:
    RJVille UK
    I feel your frustrations because for a long time I only had a birth certificate as ID, but you should have stood your ground and got copies of the chat transcripts. And you should have also not have reversed your withdrawal and used it.

    And I too had a similar thing happen to me a few times over the years. Always asking the casinos before hand and then when the time came and managed to win and do a withdraw, problems arose, but I always had the chat transcripts as a back up. So it then got sorted.

    But I highly recommend that you get a provisional driving license. They are cheaper than a passport and they are accepted as photo ID. if your in the UK that is! Good Luck :)
     
    goatwack, Cyclops and gilliebean like this.
  6. Feb 13, 2018
  7. LadyJelena

    LadyJelena CM Account Manager Staff Member CAG MM

    Occupation:
    Account Manager @ Casinomeister
    Location:
    Serbia
    Hey Peter :)

    Will bring here a representative from LVBet tomorrow hopefully :)
     
    Harry_BKK, PeterH92 and DreamRJ like this.
  8. Feb 13, 2018
  9. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Sorry to heat about your troubles. Somewhat poor CS.

    In future, maybe follow my rule No.1 when registering a new account to avoid exactly these siutations: Get verified before you deposit!
     
    PeterH92 and helenakp like this.
  10. Feb 13, 2018
  11. PeterH92

    PeterH92 Full Member

    Location:
    UK
    Hi, LadyJelena thank you very much.
     
    LadyJelena likes this.
  12. Feb 13, 2018
  13. PeterH92

    PeterH92 Full Member

    Location:
    UK
    Hey, gilliebean I definitely made a mistake in playing the money, but I thought that I had no choice when live chat told me that I only had one week before my account got locked without showing ID. After I spoke to live chat I ordered a provisional driving license, but it takes around two weeks to arrive so I thought to myself that I'm still not going to get my withdrawal because my account at LVBet would be closed by then. I've checked my account today at LVBet and I get a message saying that my account is now blocked. :(
     
  14. Feb 13, 2018
  15. gilliebean

    gilliebean Full Member

    Occupation:
    Psychology
    Location:
    Southampton, UK
    Ah well I'll let you off then - you missed that bit out or I'd have been more lenient.. hehe! :p Well on the plus side you'll have your provisional through soon and that'll always come in handy in the future! :thumbsup:
     
  16. Feb 13, 2018
  17. Cyclops

    Cyclops Owner of Americasino.co

    Location:
    Bexhill-On-Sea
    Make sure you have all the required info and docs before depositing get verified so this is avoidable
    I always look at glass half full thankfully it wasn't a £200 deposit I would imagine that really would of stung
    Please don't get me wrong £20 still is a annoying amount to have lost and its a shame that there customer services are not up to scratch.
    I would email them directly and ask them to get your conversation up from live chat make them investigate it so it can't happen to someone else
     
  18. Feb 13, 2018
  19. PeterH92

    PeterH92 Full Member

    Location:
    UK
    Hi, I have just asked live chat to send me all the conversations that I had yesterday with them.

    Sam (13:27:13): UnfortunateIy, I am not authorized to do so. You can save the chat transcript after the chat has ended.

    I know that my deposited amount is only £20 but that's not the point I won £215 I wanted to withdraw my winnings, but instead I got f**ked about by the casino saying we cannot accept birth certificates hold on a minute you told me about 20 minutes ago when I first asked before I registered at LVBet that you do indeed accept birth certificates if the player hasn't got any kind of photo ID. :( I still cannot believe it and I feel totally misled.
     
  20. Feb 13, 2018
  21. gilliebean

    gilliebean Full Member

    Occupation:
    Psychology
    Location:
    Southampton, UK
    It would be interesting to know if anyone else (who's account hasn't been blocked) has been able request chat transcripts retrospectively....

    I can't imagine a casino support team's system wouldn't be set up to save these for their own future reference at the very least... :rolleyes:

    (I'm on your side a bit more, now I know they said your account would be locked in a week etc...:thumbsup:)
     
  22. Feb 13, 2018
  23. PeterH92

    PeterH92 Full Member

    Location:
    UK
    Just a quick update.

    I have received the following email from LVbet saying that my account will remain closed. Yesterday you told me that my LVBet account will block in 1 weeks time, so why is it blocked today? I also have the chat logs I'll upload them below. :(

     

    Attached Files:

  24. Feb 14, 2018
  25. LV BET

    LV BET LV BET Representative

    Occupation:
    Affiliate Manager
    Location:
    Malta
    Hiya. LV BET representative is on board :) I'm ready for all the questions and will do my best to help casinomeister residents ;)

    @PeterH92 First of all, please accept my apologies for this inconvenient situation. For clarification, I can assure you that it's nothing personal, as a general rule, we do not accept birth certificates and it's written in the terms and conditions as well. We are very sad about the first chat you had, you know, we're all human-beings and we do mistakes. To make it up for you, we refunded back your deposit amount. Trust me, that's the best we can do to solve this problem with good will. Furthermore, we informed all the team accordingly once more after this unpleasant experience for all of us to prevent a repetition of such cases. As for closing the account, your account will be opened immediately once you send us a photo ID or driving license or a passport, etc. I hope you'll also understand the sensitivity of verification process especially for this market based on the UKGC requirements. I hope we can regain you to our casino and turn this experience into a very nice one. Warm greetings from LV BET!
     
    gilliebean likes this.
  26. Feb 14, 2018
  27. PeterH92

    PeterH92 Full Member

    Location:
    UK
    @Isil Serbes Thank you for replying, I totally understand that live support made a mistake in accepting birth certificates, but what I don't understand is why is my LVBet account blocked all of a sudden. Molly from live support clearly states that my account would stay open for 1 week until I send my provisional driving licence?

     

    Attached Files:

  28. Feb 14, 2018
  29. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    If a casino is UK facing and is licensed by the UKGC, I am pretty sure that they are required to use a third party to verify accounts of players that do not have picture IDs. IFAIK, Citizens of the UK are not required to have a picture ID - thus the onus is on the casino. There is another thread here in the forum that goes into detail about this. I'll see if I can dig it up.
     
    gilliebean and PeterH92 like this.
  30. Feb 14, 2018
  31. Dwyer

    Dwyer Full Member

    Occupation:
    Accountant
    Location:
    Blackpool
    Having similar issue here with LVbet. Currently my photo ID is expired and i do need to get around to renewing it, yes. But Birth Certificate and government issued letter has been enough at several other UK licensed casinos recently. But not here.

    However ive made around 12-13 deposits totaling about £250, not crazy money. Decided to send Docs in and birth certificate declined. No budging on the policy, just sorry no withdrawals will be processed until you are verified. But happy to take deposits without verification, find that a little harsh.

    Yesterday evening however i was told that withdrawals would be processed without verification. So i was like, OK thats good to know. Then i read this and think hmmmm, is this going to end badly.
     
    PeterH92 likes this.
  32. Feb 14, 2018
  33. PeterH92

    PeterH92 Full Member

    Location:
    UK
    @Casinomeister I've had no problem using my birth certificate at other online casinos It's just LVBet that are not accepting it for any reason.

    I also got told by live chat that my account would stay open for 1 week without showing ID but it got blocked on the following day.

    I still cannot believe that I won £215 on my first deposit I was over the moon with my winnings and went to withdraw It's at that point the problems started to arise. :(
     
    Last edited: Feb 14, 2018
  34. Feb 14, 2018
  35. LV BET

    LV BET LV BET Representative

    Occupation:
    Affiliate Manager
    Location:
    Malta
    @PeterH92

    Very sorry for my late reply, i was asking more about this issue to the related departments :)

    As far as they told to me your account was closed due to normal investigation procedure since the document you have sent us was sent in a very bad quality (like torn into 4 pieces and in several other places, taped etc.) and that's why they found it a bit suspicious and close your account for the time-being for the investigation. However, let me repeat once more we'll be more than happy to reopen your account once you provide us any other genuine document which will allow us to fully verify your account. I do apologize for this situation once more and hope you'll try to understand our point as well.

    Kind regards xox
     
  36. Feb 14, 2018
  37. PeterH92

    PeterH92 Full Member

    Location:
    UK
    @LV BET I have sent the same birth certificate to other online casinos without any problems, all of my accounts got verified immediately. Don't forget that the certificate is the original that I got at birth in 1992 that's 25 years old obviously It's going to have wear and tear. I'm getting really frustrated now it just seems all an excuse to me. :(

    Just to add the certificate is not at all in a bad way, It's just got some Sellotape to hold it together you can clearly see all the information.
     
    Last edited: Feb 14, 2018

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