LVBet withdrawal issues

Flyingslotsman

Senior Member
Joined
Mar 14, 2015
Location
Scotland
First time I've created this type of thread!

Straight too it, decided to play at LVbet for a change but bonanza just kept crashing, so onto the withdrawal of what was remaining. I didn't recognise the payment method on my account but it was brand new card ending 0185, I spoke with chat as my usual card wasn't showing even though I was positive I'd deposited with it via gpay express, turns out I did.

So gpay express give a virtual account number, hence the reason I didn't recognise it, what's concerning is neither did the customer service or finance team, I don't know exactly what how it works but you would think they would.

I asked for the withdrawal to be cancelled and I'll just do it back to this virtual account number (tried to do it to and old card), to be told I have to wager £39 still! Terms and conditions state all deposits must be wagered through at least once, I had no idea and also that's a ludicrous term, poor show LV. I've had to offer to pay 3% just for the withdrawal to happen.

Can @LV BET have a look into this for me please so I can get a quick resolve on the matter, looks like the finance guys don't understand in regards to the gpay virtual account. It's no life changing but I can use it elsewhere and wanted to highlight this issue regarding gpay
 

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irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
First time I've created this type of thread!

Straight too it, decided to play at LVbet for a change but bonanza just kept crashing, so onto the withdrawal of what was remaining. I didn't recognise the payment method on my account but it was brand new card ending 0185, I spoke with chat as my usual card wasn't showing even though I was positive I'd deposited with it via gpay express, turns out I did.

So gpay express give a virtual account number, hence the reason I didn't recognise it, what's concerning is neither did the customer service or finance team, I don't know exactly what how it works but you would think they would.

I asked for the withdrawal to be cancelled and I'll just do it back to this virtual account number (tried to do it to and old card), to be told I have to wager £39 still! Terms and conditions state all deposits must be wagered through at least once, I had no idea and also that's a ludicrous term, poor show LV. I've had to offer to pay 3% just for the withdrawal to happen.

Can @LV BET have a look into this for me please so I can get a quick resolve on the matter, looks like the finance guys don't understand in regards to the gpay virtual account. It's no life changing but I can use it elsewhere and wanted to highlight this issue regarding gpay
Lucky you managed to deposit every time I try it fails on debit card, give up after 2 days of trying pffffffffffffff
 

Flyingslotsman

Senior Member
Joined
Mar 14, 2015
Location
Scotland
Lucky you managed to deposit every time I try it fails on debit card, give up after 2 days of trying pffffffffffffff
Their system for depositing is shite in all honesty, I just clicked the wrong button when it said gpay express, wish I hasn't bothered now. Shitty term that, it's enough to make me close my account now especially with this 3% pish, Last chance to play was tonight, back to work tomorrow so not best pleased with the old LV just now
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Their system for depositing is shite in all honesty, I just clicked the wrong button when it said gpay express, wish I hasn't bothered now. Shitty term that, it's enough to make me close my account now especially with this 3% pish, Last chance to play was tonight, back to work tomorrow so not best pleased with the old LV just now
You might want to check other places you play, most casinos have that you have to wager once any deposit you make. Would be a money launderer's paradise if you didn't.
 

Flyingslotsman

Senior Member
Joined
Mar 14, 2015
Location
Scotland
You might want to check other places you play, most casinos have that you have to wager once any deposit you make. Would be a money launderer's paradise if you didn't.
I will certainly look into it, I had an incling it may have something to do with that. No excuse for the 3% though, so ml is OK as long as they get their 3%
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
Good Morning @Flyingslotsman ,

First of all, I am extremely sorry for last night and the issues that came with it on our website.

So gpay express give a virtual account number, hence the reason I didn't recognise it, what's concerning is neither did the customer service or finance team, I don't know exactly what how it works but you would think they would.

I'll start off by addressing this point. As much as I would like to say that we're able to recognise each and every card issuer that exists out there, unfortunately that is not the case. Especially when we need to keep in mind that we're working off the tools we have, and not every Payments Service Provider provides the same information about the payment method. In fact, I'd go on record saying this is the first time I've heard how Gpay Express does it. I've personally only used Apple Pay and Revolut and never had this Virtual Account Number thing happen to me before.

However in light of this, I'm glad it's happened so that we can learn for the future and hopefully have it not happen again. Or at least if it does, we understand more what's going on.

Can @LV BET have a look into this for me please so I can get a quick resolve on the matter, looks like the finance guys don't understand in regards to the gpay virtual account. It's no life changing but I can use it elsewhere and wanted to highlight this issue regarding gpay

Secondly, once again, thanks for highlighting the issue. This is something we need to strengthen our knowledge on and that's fine by us. We're sorry that it caused issues.

As a gesture of good faith from our side and as an apology for this mess, I've gone ahead and refunded your entire 50 GBP deposit, hopefully it'll be received sooner rather than later.
I will certainly look into it, I had an incling it may have something to do with that. No excuse for the 3% though, so ml is OK as long as they get their 3%

Well no, not really OK with it. However there's more than what meets the eye when it comes to things like that. I don't think I can go into them but I can assure you it's not about "at least making something out of it". It causes way more headaches for me than it should :)

Kind Regards
Tyler
LV BET
 

Flyingslotsman

Senior Member
Joined
Mar 14, 2015
Location
Scotland
Good Morning @Flyingslotsman ,

First of all, I am extremely sorry for last night and the issues that came with it on our website.



I'll start off by addressing this point. As much as I would like to say that we're able to recognise each and every card issuer that exists out there, unfortunately that is not the case. Especially when we need to keep in mind that we're working off the tools we have, and not every Payments Service Provider provides the same information about the payment method. In fact, I'd go on record saying this is the first time I've heard how Gpay Express does it. I've personally only used Apple Pay and Revolut and never had this Virtual Account Number thing happen to me before.

However in light of this, I'm glad it's happened so that we can learn for the future and hopefully have it not happen again. Or at least if it does, we understand more what's going on.



Secondly, once again, thanks for highlighting the issue. This is something we need to strengthen our knowledge on and that's fine by us. We're sorry that it caused issues.

As a gesture of good faith from our side and as an apology for this mess, I've gone ahead and refunded your entire 50 GBP deposit, hopefully it'll be received sooner rather than later.


Well no, not really OK with it. However there's more than what meets the eye when it comes to things like that. I don't think I can go into them but I can assure you it's not about "at least making something out of it". It causes way more headaches for me than it should :)

Kind Regards
Tyler
LV BET
Thanks very much for the reply and the goodwill gesture, that's very kind and was not needed at all so appreciate it. Yeah I don't understand it all, so next time I'll shut my mouth. Good to see you active in the thread :)
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
Thanks very much for the reply and the goodwill gesture, that's very kind and was not needed at all so appreciate it. Yeah I don't understand it all, so next time I'll shut my mouth. Good to see you active in the thread :)
No need to get so aggressive with yourself mate! Telling us about it helps us resolve the issue. Am I a wee bit sad that it wasn't brought up as a private message first? Just a bit, but as long as the issue is sorted. I don't see any reason why not to smile :)

Glad to have been of help! And I'll be as active as long as I can ;)

Kind Regards,
Tyler
 

Flyingslotsman

Senior Member
Joined
Mar 14, 2015
Location
Scotland
No need to get so aggressive with yourself mate! Telling us about it helps us resolve the issue. Am I a wee bit sad that it wasn't brought up as a private message first? Just a bit, but as long as the issue is sorted. I don't see any reason why not to smile :)

Glad to have been of help! And I'll be as active as long as I can ;)

Kind Regards,
Tyler

Apologies, noted for any future issues. Hope all is well.
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
@LV BET

How’s this for customer service?.....NOT!

I deposited £20 on Thursday evening and made a withdrawal of £140. Generally you are not quickest payers but it usually shows up the next day or soon after. That’s fine by me as long as it appears in a reasonable time frame.

Checked my bank yesterday and it still hadn’t arrived but I wasn’t overly bothered as it’s happened before. I hadn’t received any correspondence from you so assumed there wasn’t a problem.

That was until I logged in last night and deposited £20, only to find that on loading a game my access was denied. I then checked my balance and it was showing £160. Live chat wasn’t available as it was after 11pm so I sent an email to enquire.

At 8am this morning I get an email asking for account verification and then at 11.00am, I get another asking me to print off, fill in and return via email an enhanced due diligence form.

I have no problem providing the required information but what I am unhappy about is the following.

1. I had not received any correspondence from LV, informing myself, that the withdrawal had been cancelled and returned to my balance.

2. It took an email from myself, to prompt a response from you and that was over 48 hours later.

3. I was allowed to make another deposit even though, essentially my account was blocked.

4. The due diligence form has to be printed off, filled in and returned. I, like a lot of people do not have a printer in my home. With the current COVID situation in the UK, I am doing my best to adhere to all the rules. Working from home and on Friday made sure I do not have to leave the house for 2 weeks. (Certainly don’t think a trip to print this off could be classed as essential).

5. That this has happened at the point of a withdrawal. Essentially holding me to ransom, to provide this information in order to receive payment. I have said it before and will say again that this never occurs at the point when you have a zero balance and are making a deposit, which is logically, when it should happen. Casumo were hauled over the coals for this type of behaviour and rightly so. I am seeing no difference here I’m afraid, bad practice imo.
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
@LV BET

How’s this for customer service?.....NOT!

I deposited £20 on Thursday evening and made a withdrawal of £140. Generally you are not quickest payers but it usually shows up the next day or soon after. That’s fine by me as long as it appears in a reasonable time frame.

Checked my bank yesterday and it still hadn’t arrived but I wasn’t overly bothered as it’s happened before. I hadn’t received any correspondence from you so assumed there wasn’t a problem.

That was until I logged in last night and deposited £20, only to find that on loading a game my access was denied. I then checked my balance and it was showing £160. Live chat wasn’t available as it was after 11pm so I sent an email to enquire.

At 8am this morning I get an email asking for account verification and then at 11.00am, I get another asking me to print off, fill in and return via email an enhanced due diligence form.

I have no problem providing the required information but what I am unhappy about is the following.

1. I had not received any correspondence from LV, informing myself, that the withdrawal had been cancelled and returned to my balance.

2. It took an email from myself, to prompt a response from you and that was over 48 hours later.

3. I was allowed to make another deposit even though, essentially my account was blocked.

4. The due diligence form has to be printed off, filled in and returned. I, like a lot of people do not have a printer in my home. With the current COVID situation in the UK, I am doing my best to adhere to all the rules. Working from home and on Friday made sure I do not have to leave the house for 2 weeks. (Certainly don’t think a trip to print this off could be classed as essential).

5. That this has happened at the point of a withdrawal. Essentially holding me to ransom, to provide this information in order to receive payment. I have said it before and will say again that this never occurs at the point when you have a zero balance and are making a deposit, which is logically, when it should happen. Casumo were hauled over the coals for this type of behaviour and rightly so. I am seeing no difference here I’m afraid, bad practice imo.
I had one casino recently ask me to print something out, take a picture and then email: when i asked can i not just fill it out on the document they said no: they wanted to see it handwritten :laugh: Needless to see it was adios amigo

The above, on the face of it, looks a no-no: why the need to even return the balance to the a/c as well? Luckily you weren't playing at the time, as i was at a place who did this and, due to spinning auto, thought i had just won when out of the room, not knowing that it was a previous w/d that was stuck back in my a/c :mad:
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
@LV BET

How’s this for customer service?.....NOT!

I deposited £20 on Thursday evening and made a withdrawal of £140. Generally you are not quickest payers but it usually shows up the next day or soon after. That’s fine by me as long as it appears in a reasonable time frame.

Checked my bank yesterday and it still hadn’t arrived but I wasn’t overly bothered as it’s happened before. I hadn’t received any correspondence from you so assumed there wasn’t a problem.

That was until I logged in last night and deposited £20, only to find that on loading a game my access was denied. I then checked my balance and it was showing £160. Live chat wasn’t available as it was after 11pm so I sent an email to enquire.

At 8am this morning I get an email asking for account verification and then at 11.00am, I get another asking me to print off, fill in and return via email an enhanced due diligence form.

I have no problem providing the required information but what I am unhappy about is the following.

1. I had not received any correspondence from LV, informing myself, that the withdrawal had been cancelled and returned to my balance.

2. It took an email from myself, to prompt a response from you and that was over 48 hours later.

3. I was allowed to make another deposit even though, essentially my account was blocked.

4. The due diligence form has to be printed off, filled in and returned. I, like a lot of people do not have a printer in my home. With the current COVID situation in the UK, I am doing my best to adhere to all the rules. Working from home and on Friday made sure I do not have to leave the house for 2 weeks. (Certainly don’t think a trip to print this off could be classed as essential).

5. That this has happened at the point of a withdrawal. Essentially holding me to ransom, to provide this information in order to receive payment. I have said it before and will say again that this never occurs at the point when you have a zero balance and are making a deposit, which is logically, when it should happen. Casumo were hauled over the coals for this type of behaviour and rightly so. I am seeing no difference here I’m afraid, bad practice imo.
If it is just simply KYC (initial or enhanced) their LCCP states clearly withdrawals should not be held if they could have asked for the information at an earlier point of the customer journey. So unless you had just opened the account, or had used a new payment method the withdrawal should have been processed as normal, and certainly shouldn't have been added back to your account. @LV BET
 

LV BET

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

How’s this for customer service?.....NOT!

I deposited £20 on Thursday evening and made a withdrawal of £140. Generally you are not quickest payers but it usually shows up the next day or soon after. That’s fine by me as long as it appears in a reasonable time frame.

Checked my bank yesterday and it still hadn’t arrived but I wasn’t overly bothered as it’s happened before. I hadn’t received any correspondence from you so assumed there wasn’t a problem.

That was until I logged in last night and deposited £20, only to find that on loading a game my access was denied. I then checked my balance and it was showing £160. Live chat wasn’t available as it was after 11pm so I sent an email to enquire.

At 8am this morning I get an email asking for account verification and then at 11.00am, I get another asking me to print off, fill in and return via email an enhanced due diligence form.

I have no problem providing the required information but what I am unhappy about is the following.

1. I had not received any correspondence from LV, informing myself, that the withdrawal had been cancelled and returned to my balance.

2. It took an email from myself, to prompt a response from you and that was over 48 hours later.

3. I was allowed to make another deposit even though, essentially my account was blocked.

4. The due diligence form has to be printed off, filled in and returned. I, like a lot of people do not have a printer in my home. With the current COVID situation in the UK, I am doing my best to adhere to all the rules. Working from home and on Friday made sure I do not have to leave the house for 2 weeks. (Certainly don’t think a trip to print this off could be classed as essential).

5. That this has happened at the point of a withdrawal. Essentially holding me to ransom, to provide this information in order to receive payment. I have said it before and will say again that this never occurs at the point when you have a zero balance and are making a deposit, which is logically, when it should happen. Casumo were hauled over the coals for this type of behaviour and rightly so. I am seeing no difference here I’m afraid, bad practice imo.
Good evening,
I’ll look into it first thing in the morning.
I agree with you that if the facts are exactly like you stated, this is definitely wrong from our end.

Can you drop me a PM with your username?
Regards,
Tyler
 
Last edited:

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
Thanks Tyler, yes they are exactly as stated and I have sent you a PM.
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
Meant to be PM // Removed text

Sorry for that @snorky510238, I just sent you the text that I had published here by accident via PM. Apologies!
No problem and thanks for spending time on a Sunday evening to sort this out. It’s much appreciated and means LV will keep a customer instead of losing one.
 
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