After winning the no-deposit bonus, plus the winnings, I bet a certain amount for withdrawal. Verification of identity and payment method (Piastrix) was requested. He successfully passed the verification and once again bet money for withdrawal. After some time, I saw a letter in my e-mail that the account was blocked due to non-compliance with the rules of the casino, namely paragraph 3.18. After reviewing the rules, he found out that he did not pass the identity verification by calling. I wrote to support, where I received an answer that I did not answer 2 calls from the site representatives and the account is blocked without the possibility of unlocking, and accordingly, there will be no withdrawal of money. So, I work at a job where I can't carry my phone with me, so what? I think I'm not the only one who doesn't always have the opportunity to answer calls. Another nuance is that the second call was after blocking and was answered by my colleague, who informed me that I would be near the phone. after 30 minutes, but I couldn't wait for the call any longer. Result: two missed - minus 1500 hryvnias. Help solve the issue, it's not fair without warning, without the ability to influence the decision, block forever.

П?сля в?д?грашу бездепозитного бонусу, плюс ще виграних кошт?в, поставив певну суму на вив?д. Запросили вериф?кац?ю особистост? ? плат?жного методу (Piastrix). Вериф?кац?ю усп?шно пройшов ? ще раз поставив грош? на вив?д. Через деякий час побачив у себе на ел.пошт? лист, що аккаунт заблоковано через недотримання правил казино, а саме п. 3.18. Передивившись правила, д?знався, що не пройшов вериф?кац?ю особистост? дзв?нком. Написав у п?дтримку, де отримав в?дпов?дь, що я не в?дпов?в на 2 дзв?нка в?д представник?в сайту ? аккаунт заблоковано без можливост? розблокування, ну ? в?дпов?дно н?якого виводу грошей не буде. Так ось, я працюю на так?й робот?, що не маю можливост? носити з собою телефон ? що тепер? Думаю, я не один такий, що не завжди маю можлив?сть в?дпов?дати на дзв?нки. Нюанс ще в тому, що другий дзв?нок був п?сля блокування ? на нього в?дпов?в м?й колега, який пов?домив, що я буду б?ля тел. через 30хвилин, але дзв?нка я б?льше недочекався. ?тог: два пропущених - м?нус 1500грн. Допомож?ть вир?шити питання, це не справедливо без попередження, без можливост? вплинути на р?шення, блокувати назавжди.

Dear VicTOR13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that the missed verification call is the only obstacle standing between you and successful verification? Have you tried to explain your situation to the casino's support?

Thank you in advance for your reply.

Best regards,

Kristina

You understand everything correctly. Everyone probably knows that there is a war in Ukraine, I am a military serviceman and I am at a regime facility where it is forbidden to have a phone with me. I call everyone myself when I have the opportunity. Everyone treats this with understanding. But the Lavina casino support service does not understand that there are circumstances that limit the possibility of always being in touch.

Ви все правильно розум??те. Вс? мабуть зна?те, що в Укра?н? в?йна, я в?йськовослужбовець ? знаходжусь на режимному об'?кт?, де забороня?ться мати при соб? тел. Телефоную вс?м сам, коли маю можлив?сть. Вс? в?дносяться до цього з розум?нням. А от служба п?дтримки казино Лавина не розум??, що ? обставини, як? обмежують можлив?сть бути завжди на зв'язку.

In the evening, the support girl scored again. I answered all her questions and heard from her that she would apply for the account to be unblocked. But so far nothing has happened. Perhaps applications are considered in them for several days, I will wait.

Ввечер? д?вчинка з п?дтримки все ж набрала ще раз. В?дпов?в на вс? ?? питання ? почув в?д не?, що вона подасть заявку на розблокування аккаунта. Але до цього часу н?чого не в?дбулося. Можливо заявки в них розглядаються по к?лька д?б, буду чекати.

Thank you very much for your reply, VicTOR13. Before we contact the casino, could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Good evening. No correspondence has been preserved, i.e. I was not ready for the fact that I would completely lose access to the account. And now, when I write to them, messages from the chat simply disappear, the chat becomes just a white square. Why did I try to write from the phone. mate, same story. Therefore, there are no documents or screenshots. There are several letters from registration and after creating a request for withdrawal.

Доброго вечора. Жодно? переписки не збереглось, т.я. я не готовий був до того, що повн?стю втрачу доступ до аккаунта. А зараз, коли пишу ?м, пов?домлення з чату просто пропадають, чат ста? просто б?лим квадратом. При чому пробував писати з тел. товариша, та сама ?стор?я. Тому н?яких документ?в, скр?н?в нема?. ? к?лька лист?в з ре?страц?? ? п?сля створення заявки на вив?д.

Thank you very much, VicTOR13, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you VicTOR13 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lavina Casino for their help in resolving this complaint. We would like to know if the account will be reopened and if the player will be able to withdraw their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter