ATTN: Casino Rep LVBet - not adding deposit bonus

misstrouble

Girl of your nightmares
Joined
Jan 17, 2019
Location
brighton
Hi all,

I joined LVBet and made my first deposit, but bonus didn’t get added. Went into chat to speak to some rude girl called Molly. Telling me I must have done it wrong and saying (after 30 min) she’ll add it as goodwill.
(Goodwill??!! The bonus u offered me is Goodwill?)
I lose it all, make another deposit; and also the second deposit Bonus is not added. Hi back to live chat and again the same rude person.
Will not add the bonus (even though the funds have been untouched).
She wont let me speak to a leader or manager...

Can’t seem to tag the rep here.
 

LV BET

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

I joined LVBet and made my first deposit, but bonus didn’t get added. Went into chat to speak to some rude girl called Molly. Telling me I must have done it wrong and saying (after 30 min) she’ll add it as goodwill.
(Goodwill??!! The bonus u offered me is Goodwill?)
I lose it all, make another deposit; and also the second deposit Bonus is not added. Hi back to live chat and again the same rude person.
Will not add the bonus (even though the funds have been untouched).
She wont let me speak to a leader or manager...

Can’t seem to tag the rep here.

Hi Misstrouble,

Sorry to hear of the issues you’re having.

Can you drop me a PM with your email address and I’ll look into it for you.

Apologies for any inconvenience caused.

Regards,
LV BET
 

misstrouble

Girl of your nightmares
Joined
Jan 17, 2019
Location
brighton
to be fair, its my main casino at the moment and their service level is of high standards.

Will be sorted... just be patient.
I hope so. It’s just strange that she says she added the first one as “goodwill”. Not sure how adding a deposit bonus that for some reason didn’t get added with my deposit is “goodwill”.
And then flat out refusing to help me any further.

@LV BET (MY tags wont seem to work), I pm’ed you.
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
I hope so. It’s just strange that she says she added the first one as “goodwill”. Not sure how adding a deposit bonus that for some reason didn’t get added with my deposit is “goodwill”.
And then flat out refusing to help me any further.

@LV BET (MY tags wont seem to work), I pm’ed you.

Hi misstrouble, as I’ve stated in PM, I do apologize for any inconvenience you’ve encountered on chat. I can assure you that this is not a regular occurrence.

As I mentioned on PM, I’ll have a look at this personally tomorrow and get back to you via PM ASAP.


Regards,
LV BET
 

Sonict

Meister Member
mm1
Joined
Mar 25, 2017
Location
Ontario, Canada
When I made my first deposit, I had to go to live chat to get it added manually and I followed all of the steps. The deposit method was allowed, I had the welcome bonus 1 selected, the deposit was over the MIN, etc...

The support agent I had was able to do it with no issues and I had no complaints. Strange how you can get a completely different side to a coin...
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
Hi @misstrouble, I'm sorry for the late response.

First of all, I would like to say, I would have appreciated if you had informed me last night once our CS Agents actually did credit the bonus at the end. Unfortunately it took a while as they had to clear it out with their manager who had already left work on the day but still decided to check the case out.

Secondly, I've had a look at your account and the chats with our agents and I am honestly a bit shocked at the way the agent Molly was treated across these chats.

While the situation is not perfect in itself with the bonus not being applied immediately nor perhaps the misunderstanding of certain words such as the "good will" part, I cannot understand why you would call Molly, "nasty", "are you stupid?" and immediately threaten with CasinoMeister because our agent asked you to raise the complaint to our manager via our support email.

I do kindly ask you to understand that technical systems like websites and back offices do sometimes fail to show the information we need and that sometimes agents and other staff might not have the rights to deal with the issues or credit bonuses straight away.

Once again, while I do apologise for the issues encountered, I kindly ask you to contact me via PM in the future should something not be to your liking.

Kind Regards,
LV BET
 

misstrouble

Girl of your nightmares
Joined
Jan 17, 2019
Location
brighton
I was shocked too to how I was treated, as to why I just spoke to someone else.
After your message I have gone back to the chat and got Maria, who was very kind and helpful.
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
I was shocked too to how I was treated, as to why I just spoke to someone else.
After your message I have gone back to the chat and got Maria, who was very kind and helpful.

Thank you Misstrouble for those kind words for Maria which I will pass along however I do kindly ask you to understand that our CS team is under quite a large amount of stress at times to deal with issues as they happen :(

It also happened that our CS Manager had just replied back and therefore they could take action in relation to your bonus.

I do hope you have a great day!

Kind Regards,
LV BET
 

lewisnadasurf

Experienced Member
Joined
Jun 11, 2008
Location
Earth
Funnily enough I spoke with Molly last night as I knew I SE A couple years ago.

she was a bit blunt and at one point seemed to tell me off for giving the wrong email address (i use two. One is a silly name I got when I was 13 and the other one is a bit more professional so I honestly forget!)

Also I had to ring them up if I wanted to reinstate my account on a foreign number - I asked do you not have a free phone number? She said no. Sorry it’ll cost you etc

maybe it was just a language barrier but she was alright.

just to add if the rep does read this you need to have a free phone (toll free) number for CS. Seems a bit ridiculous I gotta pay £2 a minute or whatever it is to call you!
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
just to add if the rep does read this you need to have a free phone (toll free) number for CS. Seems a bit ridiculous I gotta pay £2 a minute or whatever it is to call you!

Working on it :) I’ve cringed so many times myself calling the number just to test that the lines work!

I’ll let you know once this has been changed.
 
Top