LVBet Verification / Withdrawal / LiveSupport Issues

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
@LV BET

Until now I have never encountered such problems with an accredited casino like I did with LVBet in regards of the verification process and withdrawal time. I also have to critize that german Live Support was really rude. I honestly cannot understand why LVBet got such a high rating.

I made a withdrawal request on the 16th June which was canceled by LVBet on the 17th asking me to upload verification documents. I uploaded all requested documents on the same day. All uploaded documents got rejected which made me wonder since all other casinos accepted my uploaded documents which were in the same manner and appearence.

The reasons LVBet gave me in their E-Mail for rejecting was on the one hand that all 4 corners of my passport had to be visible. This made me wonder since I sent my passport with all 4 corners visible and as I already said, other casinos accepted exactly this format. For the other rejected documents they demanded a screenshot from a specific deposit-transaction from my bank account. This request was completely different from the initial request of which documents should be uploaded i.e. a screenshot of my online bank statement. Also they requested for "Proof of address" another screenshot with URL address, displaying name, address and date of issue. The funny thing is LVBet already got exactly this screenshot for "Proof of address" with all the demanded informations with my initial upload.

I then asked Live Support what the matter with my documents are. Live support told me something different than the reasons listed in the E-Mail i received. Still insisting, like in their sent E-Mail, that my ID was cropped, Live Support was also telling me that all my documents had poor quality. For the initially sent screenshots it just made me wonder because I cannot influence the resolution of a screenshot to be higher than its automated outcome. Also I was told to send in 8 corners not 4 corners of my ID and that verification process would take up to 72 hours. Speaking of 8 corners support told me it „would be only a small detail“, which is actually not a small detail but a shift of definitions. I uploaded all newly requested documents again on June, 17th. After 72 hours were up and the verification process was still pending I went back to Live Support yesterday and was asking what the matter is since LVBet doesn’t stick to their own bargain of their 72hours-arrangement. Support just gave very general statements as „they have a lot of documents to check“. Support told me my documents will be checked tomorrow. After asking if support could tell me a time for tomorrow until when the verifying processs is done, support just kicked me out of the chat by closing it down and also blocked me from live chat for that day by making it available for me only by E-Mail. Neither did I insult nor did I use inappropriate language in the chat. This was the rudest thing from LVBet-Support to do ever! The verification process is after about 87 hours still pending.
 

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LVbet - recipient of Best Customer Support 2019 at Casinomeister

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
A little update: LVBet now approved 2 documents after 92 hours, but asking for a new document again proving my bank account by a specific deposit. This is really kind of ridiculous and time-playing by LVBet because they could have told the required/missing informations already the first time when they rejected my documents. They now specified additional informations that must be seen on the screenshot which were never mentioned after the first rejection: full name and bank account number additionally to the full uncovered transaction informations and URL. The demanded additional informations are kind of impossible as I checked my online bank account and there is no way to show your own bank account number at the same time while viewing the full transaction informations for a specific transaction. A complete bank statement with this specific transaction won't be released before next month since it is still June ongoing. Also the bank statement won't show the specific transaction together with my bank account number and full name. Considering that you have a 2-factor-authentification for online banking who else's bank account should it be? Also the purpose of transfer given in the transaction details is really long and seems to be unique you could have just reconciled that with your datas. In addition I already sent an offical bank letter with my name and address on it to LVBet. So what am I supposed to do now @LV BET? Also the fact that german support is just hideous is unchanged.
 
Last edited:

pinnit2014

Ueber Meister
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
Used to play there, until they became a low RTP joint with rubbish promos and decided they were a waste of time. Withdrawals were a bit hit and miss and , from reading threads, it's not changed much but as tagged rep i hope they can sort it out
 

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
Thanks for your comment. Yes, I noticed the low RTP as well although I'm a newbie at LVBet but I know some of the game providers pretty well so I know what they usually payout. I'm not really convinced by them. I would very much appreciate it if you or anyone else may have any recommendations for casinos without a low RTP and a good overall experience.
 

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
I have uploaded another screenshot for proving my payment methods yesterday. Every demanded information is visible except my own bank account number. I'm asking myself if I have to wait another 4 days until LVBet is reviewing it.
 

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
I assume they are doing this on purpose since a lot players will get compulsive or frustrated and gamble the pending withdrawal away while waiting for verification.

Two things are really bothering me about LVBet:

1st: They don't stick to their own Terms & Conditions about Withdrawal and Verification period while showing no mercy at all when a gambler breaks a minor rule. This kind of behaviour is not penalized by any controlling instance so they are free to do what they want without any consequences in regards to fair play.

2nd: If there would have been a serious attempt of just wanting regulatory requirements fulfilled, they would have told me already with the first rejection all needed informations for the documents, but they didn't. After fulfilling the requirements of the first rejection they just added some on top for the second rejection. This is the reason why the assumption of doing the deferral on purpose is legitimate.
 

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
It is a few hours past the 72 hours and nothings has happened. The document is still pending. Is that actually normal that even the Rep in this forum doesn't react to this thread?
 

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
This is now the biggest hoax ever and I'm kindly asking @Casinomeister for help and to intervene as the Rep of LVBet in this forum doesn't react at all to my thread.
After nothing has happened for 4 days and the document was still pending I went to Live Support last Saturday asking what was going on. Luckily I got english support who went straight to the finance dept to ask for the pending document. It took not even 10 min and the document got verified. I withdrew my money on the same day. Two days later, today, I just got an E-Mail an hour ago from LVBet that my document got unaccepted and my withdrawal had been canceled.
This is a hoax!

I just went to Live Support which was german this time and asked what the matter is. German support told me I sent a screenshot and that I was supposed to send in a PDF. The earlier E-Mail I got from them on June, 21th asked for a Screenshot OR a PDF-Document. So I asked LiveChat to ask the finance department right now, why they would request a screenshot. Support said it wasn't true what I was saying until I told him that I protocolled everything, so he was clearly lying, same as german support did before when telling me they cannot talk to finance dept directly nor influence the speed of verification. Support ofc refused to ask finance dept why they would unverify my document with the reason that it is a screenshot when they initially asked for a screenshot! After that Live Support kicked me out of Chat and blocked me, again!

Now my problem is, I have no possibility to send in a PDF-Document with the required informations (see also earlier comments from me) since I paid with giropay, the bank doesn't offer a PDF-Version for those kind of transactions (just for normal bank transaction it is possible). There is no way! IT IS TRUE WHAT I'M SAYING! LVBET NOW SET REQUIREMENTS THAT ARE IMPOSSIBLE TO FULFILL!
 

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
As they are accredited try submitting a PAB 'submit complaint' at the top of this page.

Nearly a week now? Think that's enough time having passed.
I will. It's been longer than a week. The first request for verification came on June, 17th. I also uploaded documents the same day.
 

pinnit2014

Ueber Meister
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
If you do that they should be able to progress it pretty quickly.

Only really had one issue with verification in my time (verifying a card, now not used, that had been used for 2 years w/o question) as most were done in 24hrs max usually.

Though, IIRC i do remember someone being given the run around with 'PDF needed', which always struck me as weird as a PDF can be 'altered' as easily as a screenshot so i never knew why they insisted on certain formats. If i verify Paypal etc i simply take a screenshot etc.
 

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
If you do that they should be able to progress it pretty quickly.

Only really had one issue with verification in my time (verifying a card, now not used, that had been used for 2 years w/o question) as most were done in 24hrs max usually.

Though, IIRC i do remember someone being given the run around with 'PDF needed', which always struck me as weird as a PDF can be 'altered' as easily as a screenshot so i never knew why they insisted on certain formats. If i verify Paypal etc i simply take a screenshot etc.
Thanks for your answer. I got unblocked and lucky to get English support in Live Chat. He is now talking to the Finance Dept. This will be the last approach before filing a complaint. And you are so right about the 'altered' screenshot or PDF.
I will let you guys know about the outcome after finishing the Chat with LVBet.
 

LadyJelena

CM Account Manager
Staff member
CAG
MM
Joined
Mar 18, 2012
Location
Serbia
Bringing the rep here :)

btw. A few days ago, they closed for German market.
 

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
Siiiggghhhh...after a long conversation with Live Support they have verified the unverified document again 'as an exception and goodwill gesture' they said 🙄. I made another withdrawal now and am curious if and when they'll pay out. If they decide to cancel this again I won't debate anymore and will file a complaint here right away.
Thx LadyJelena for bringing yourself in. I have also asked about the german market. They just lay low by saying if someone gets excluded she/he will be informed via E-Mail.
 

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
Still though I would be delighted if the rep could say anything about this hideous german support and if they will change anything about it. No support is better than german support. How rude and unhelpful can someone be?
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
@LV BET

Until now I have never encountered such problems with an accredited casino like I did with LVBet in regards of the verification process and withdrawal time. I also have to critize that german Live Support was really rude. I honestly cannot understand why LVBet got such a high rating.

I made a withdrawal request on the 16th June which was canceled by LVBet on the 17th asking me to upload verification documents. I uploaded all requested documents on the same day. All uploaded documents got rejected which made me wonder since all other casinos accepted my uploaded documents which were in the same manner and appearence.

The reasons LVBet gave me in their E-Mail for rejecting was on the one hand that all 4 corners of my passport had to be visible. This made me wonder since I sent my passport with all 4 corners visible and as I already said, other casinos accepted exactly this format. For the other rejected documents they demanded a screenshot from a specific deposit-transaction from my bank account. This request was completely different from the initial request of which documents should be uploaded i.e. a screenshot of my online bank statement. Also they requested for "Proof of address" another screenshot with URL address, displaying name, address and date of issue. The funny thing is LVBet already got exactly this screenshot for "Proof of address" with all the demanded informations with my initial upload.

I then asked Live Support what the matter with my documents are. Live support told me something different than the reasons listed in the E-Mail i received. Still insisting, like in their sent E-Mail, that my ID was cropped, Live Support was also telling me that all my documents had poor quality. For the initially sent screenshots it just made me wonder because I cannot influence the resolution of a screenshot to be higher than its automated outcome. Also I was told to send in 8 corners not 4 corners of my ID and that verification process would take up to 72 hours. Speaking of 8 corners support told me it „would be only a small detail“, which is actually not a small detail but a shift of definitions. I uploaded all newly requested documents again on June, 17th. After 72 hours were up and the verification process was still pending I went back to Live Support yesterday and was asking what the matter is since LVBet doesn’t stick to their own bargain of their 72hours-arrangement. Support just gave very general statements as „they have a lot of documents to check“. Support told me my documents will be checked tomorrow. After asking if support could tell me a time for tomorrow until when the verifying processs is done, support just kicked me out of the chat by closing it down and also blocked me from live chat for that day by making it available for me only by E-Mail. Neither did I insult nor did I use inappropriate language in the chat. This was the rudest thing from LVBet-Support to do ever! The verification process is after about 87 hours still pending.
HI buddy. Sorry to hear it is taking so long for you. Please send me your username via pm and I will speed the process for you.

Thanks in advance,
 

Sedulous

Newbie member
Joined
Jun 20, 2022
Location
Germany
HI buddy. Sorry to hear it is taking so long for you. Please send me your username via pm and I will speed the process for you.

Thanks in advance,
Thanks for the support. Yesterday my unverified document got verified again, thanks to a female supporter at English Live Support, so I am waiting for the withdrawal to be processed now and am hoping, that they won't unverify the document again as they did before.

But I would be pleased, if you could speed up the process of my pending withdrawal to get paid out today after they canceled it yesterday again. I'm trying to withdraw since June, 16th.

Also I would like to discuss some of the procedures going on at LVBet with you, which has nothing to do with the strict rules of the MGA license - you are literally breaking your own Terms & Conditions, also have arbitrary documentation requirements.
Another big, big issue is german support - there has to be done something about it: lying, giving the most general answers, refusing to help, being impolite, rude, kicking & blocking out of Live Support!

If you could help out with that I would PM you.
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
Yes I can help you with that. Please send me your username & email details.

We are sorry to hear you were kicked out of live support and I would like to know more details on this.

Next time just pm me and I will sort it out right away.

Thank you,

Marcus
 

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