[RESOLVED] LeoVegas Sport cheating on its bettors?! Serious matter.

[Formscorers]

I posted this on reddit as well, but we want to get to the bottom of this matter.

So, a customer bet on 1 ASSIST for C. HANSEN in the WC match between Norway-Nigeria on LeoVegas Sport (LV from now on). Norway won 3-0 and C. Hansen got the assist on the first goal, but SOMEHOW, LV decides to mark the bet as LOST. Why? Because LV are basing their reports from FIFA, which is quite logic and reasonable. However, the problem with the report they were given, was that it listed NO goal scorers, NO results and therefore NO assists either. Here is the official report from the match: https://resources.fifa.com/image/upload/eng-02-0608-nor-nga-fulltime-pdf-3034815.pdf?cloudid=leqvsc5qaepvi9vgjoot - while here is the report that LV were given (by Kambi, the company that delivers odds for LV): https://ibb.co/hYy0GJ6

Notice how the official match report says all the actual facts, but the one LV is basing their report on, which they got delivered from their booking company Kambi (also a partner with Unibet), lists absolutely no match facts, except the lineup itself. Notice also how the official report CLEARLY lists that C. Hansen got 1 assist. Furthermore, upon contacting LV, they are pointing out to their ToC, section B, 5.2, which states the following:

 

Quote

Settlement of bets will not include any changes deriving from and/or attributable to, but not limited to: disqualifications, penalisations, protests, sub judice results and/or successive changes to the official result after the event has been completed and a result has been announced, even preliminarily. For bets referring to competitions which span over more than 1 round/stage (E.g,:.Season Bets), only amendments effecting bets which settlement has not been decided yet will be taken into consideration. Such measures must be announced by the governing association before the last scheduled round/stage will be considered. Any changes effected after this date, or else referring to bets which have already been settled based on events happening during the event/competition will not be considered. 

 

So, what LV is saying is that the match ended 0-0 with no goal scorers and assists, no cards and substitutes.

Support is claiming that they cannot do anything about this matter, as they once again refer to the ToC-section mentioned above.

Furthermore, although not needed, there's a clear video evidence that she did make an assist, but that's not needed since it says so in the official report.,

LV have really gone downhill the past year, pretty much. So many odd changes within the company, staff and ToC that it's getting kind of pointless using their Sports section, which's been one of the very best in the market for several years now.

 

Any advises on this? Any legal actions one can take on this matter, or? It really is a shocker that they can do such a thing, really. Why offer something when they are not being serious about it...

 

Thanks in advance.

[MrGumbOoO]

Just out of interest, have they refunded the original bet ?  If not, I would consider that to be worthy of legal action in some way.  It's clear the player bet on (if the bet went through correctly) did get an assist and therefore should be paid out accordingly.

 

 

[Formscorers]

Nope. The slip was marked as lost, meaning that no voided bets were there... Crazy that they've managed to come to that solution, to be honest.

[MrGumbOoO]

In that case I would perhaps message Kim who happily promotes the Casino.  With it being part of the LV name this will certainly look bad on them.

[Formscorers]

1 minute ago, MrGumbOoO said:

In that case I would perhaps message Kim who happily promotes the Casino.  With it being part of the LV name this will certainly look bad on them.

Maybe I will do just that, though it's not related to casino... But yeah, it's worth a shot.

[MrGumbOoO]

14 minutes ago, Formscorers said:

Maybe I will do just that, though it's not related to casino... But yeah, it's worth a shot.

Not directly related to the Casino, but as it all comes under the LV brand, a bad look on one part is still a bad look for the brand overall

[SirPontusSpins]

@LetsGiveItASpin can maybe help out with this one.

[pausefisk]

When you think you've heard it all, something like this, more shocking than ever, comes up. I think this is the "Worst complaint" i've read so far, and the most Clear one, and the most Close one to what i'd say is 100% corruption.

I pray for this to get solved, or all faith in this industry is lost.

Good Luck!

 

[JohanLeoVegas]

Hi everyone,

@Formscorers Can you please send me a PM with your LeoVegas e-mail and I will look in to this as soon as I can. 

/Johan

[Slotspinner]

3 hours ago, pausefisk said:

When you think you've heard it all, something like this, more shocking than ever, comes up. I think this is the "Worst complaint" i've read so far, and the most Clear one, and the most Close one to what i'd say is 100% corruption.

I pray for this to get solved, or all faith in this industry is lost.

Good Luck!

 

you know mistakes can happen and be resolved? you seem to really like bashing casinos lately without even properly having access to proofs and historys, evaluations and final decisions
Quite unhealthy way to go

[pausefisk]

28 minutes ago, Slotspinner said:

you know mistakes can happen and be resolved? you seem to really like bashing casinos lately without even properly having access to proofs and historys, evaluations and final decisions
Quite unhealthy way to go

I know. That is why i pray this will be fixed, anything else would seem shocking. If the post Author has posted false info or missing out important information i hope that will be revealed, because this case seems pretty Clear in my eyes. I did just make a comment out of that facts that presented.

What do you mean i like bashing Casinos lately? You have to be a little more concrete and clear on this please.

[Slotspinner]

1 minute ago, pausefisk said:

I know. That is why i pray this will be fixed, anything else would seem shocking. If the post Author has posted false info or missing out important information i hope that will be revealed, because this case seems pretty Clear in my eyes. I did just make a comment out of that facts that presented.

What do you mean i like bashing Casinos lately? You have to be a little more concrete and clear on this please.

Maybe im in the wrong, i just had it in memory that you were quite angry in a few posts here and there about what happened to other players, which is completely correct if everything is as stated and final decisions have been made
But especially in a case like this thread i want to see what happens after investigation, what they found out, which errors occured or what caused the issue to arise

I have a perfect example of yesterday when people told me something VERY sketchy went on in Monopoly live!! I was dying to see a clip of it but it seems nobody has uploaded anything yet - it sounded so wrong (like this thread sounds like somethings very off) and id love to see clearance on all of it, but i dont want to have a final opinion on it until i see it with my own eyes and evaluated what actually happened

i like to believe as were always told the good casinos with the proper licenses and their games all have heavy regulation and nothing ''scammy" can really happen because if it does, the entire industry is a whole scam and ive been lied to for many many years

I just think calling something 100% corruption right off the bat without having the case reviewed is a little quick

[pausefisk]

2 minutes ago, Slotspinner said:

Maybe im in the wrong, i just had it in memory that you were quite angry in a few posts here and there about what happened to other players, which is completely correct if everything is as stated and final decisions have been made
But especially in a case like this thread i want to see what happens after investigation, what they found out, which errors occured or what caused the issue to arise

I have a perfect example of yesterday when people told me something VERY sketchy went on in Monopoly live!! I was dying to see a clip of it but it seems nobody has uploaded anything yet - it sounded so wrong (like this thread sounds like somethings very off) and id love to see clearance on all of it, but i dont want to have a final opinion on it until i see it with my own eyes and evaluated what actually happened

i like to believe as were always told the good casinos with the proper licenses and their games all have heavy regulation and nothing ''scammy" can really happen because if it does, the entire industry is a whole scam and ive been lied to for many many years

I just think calling something 100% corruption right off the bat without having the case reviewed is a little quick

How i read this case:

• Casino use a Third party supplier for results based on sports betting
• customer Place a bet - in this case an assist in a game.
• Assist happens - everyone can see it - because its been broadcasted.
• Third party Company makes a mistake With wrong result (or, how can we know if its a mistake?)
• Betslip at Casino is marked as wrong
• Casino says to customer: sorry, we dont use facts as Source, we use a Third party Company, and the terms says it.
• That is corruption, 100%

I'm not claiming this has happenend in this case, but it's what my mind made me read. And again, i pray this will be solved.

I find it strange that the support at LV say they can do nothing about it. Can't they contact Kambi to check their data in a case that is obviously wrong?

Looking forward to the truth in this case!

[Geordiemag1]

That's why I only do sports bets with bookies ie betfred coral not casinos that added the sports section. 

[dirtystack]

4 hours ago, pausefisk said:

How i read this case:

• Casino use a Third party supplier for results based on sports betting
• customer Place a bet - in this case an assist in a game.
• Assist happens - everyone can see it - because its been broadcasted.
• Third party Company makes a mistake With wrong result (or, how can we know if its a mistake?)
• Betslip at Casino is marked as wrong
• Casino says to customer: sorry, we dont use facts as Source, we use a Third party Company, and the terms says it.
• That is corruption, 100%

I'm not claiming this has happenend in this case, but it's what my mind made me read. And again, i pray this will be solved.

I find it strange that the support at LV say they can do nothing about it. Can't they contact Kambi to check their data in a case that is obviously wrong?

Looking forward to the truth in this case!

Objectively speaking

These betting sites don't watch and analyse every game, they pay an outside company who specialises in such things to do it. It's standard practise.

When something goes wrong, you can guarantee the betting site will investigate and try to rectify the situation once it is brought to their attention.

It's unfortunate and hopefully some resolution which is favourable to the players is reached, but no matter what happens, your not going to get leovegas pouring over every single action in every game they offer betting on. It's just not sustainable financially to employ teams to do this. It makes more financial sense to carry on as usual and lose the occasional customer, only instigating some change when the cost of the mistakes outweigh the money saved by outsourcing.

Facts don't mean anything in bussiness, only £££

Probably cheaper for them to lose a few customers then to re-evaluate their practises.

Mistakes happen when people are involved, it's human.

If it seems corrupt, well, money is the root of all evil.

[Formscorers]

8 hours ago, JohanLeoVegas said:

Hi everyone,

@Formscorers Can you please send me a PM with your LeoVegas e-mail and I will look in to this as soon as I can. 

/Johan

PM sent.

Yes, we are also curious on how LV and Kambi will solve this.

We are not claiming anything just yet, but it raises questions when such a happening occurs that's a rather clear one that it should be solved properly between both LV and Kambi, and thus the customer, despite their ToC stating as it says.

44 minutes ago, dirtystack said:

Objectively speaking

These betting sites don't watch and analyse every game, they pay an outside company who specialises in such things to do it. It's standard practise.

When something goes wrong, you can guarantee the betting site will investigate and try to rectify the situation once it is brought to their attention.

It's unfortunate and hopefully some resolution which is favourable to the players is reached, but no matter what happens, your not going to get leovegas pouring over every single action in every game they offer betting on. It's just not sustainable financially to employ teams to do this. It makes more financial sense to carry on as usual and lose the occasional customer, only instigating some change when the cost of the mistakes outweigh the money saved by outsourcing.

Facts don't mean anything in bussiness, only £££

Probably cheaper for them to lose a few customers then to re-evaluate their practises.

Mistakes happen when people are involved, it's human.

If it seems corrupt, well, money is the root of all evil.

You have not heard of LeoVegas? For several years, they've been among the topmost bookies there is. They've been serious and thorough for many years already. And it's not about just this single matter, but the fact that it's such a clear and an obvious failure from their side, along with Kambi, which is the reason we're reacting to this. Of course, we all make mistakes, that's all good. LV have done so in the past, but they've corrected themselves accordingly. But this is a rather special matter, so we find it necessary and reasonable to reach out to the community about it.

[dirtystack]

They should scrutinise this result, everything is open to review in light of customer inquiries.

Maybe I was unclear, I just meant they don’t, as a rule, scrutinise all results before settling bets but rather trust the results provided by Kambi. 

This issue will need to be escalated beyond support to get a resolution, investigation and a system in place to stop it reoccurring.

[dirtystack]

I am assuming they would have paid out everyone who bet on a goalless draw. 

Somebody messed up and didn't press save or send/submit/confirm, or submitted the unfilled form.

Can't imagine it would be intentional as it's just not worth it to fiddle something so obvious.

 

 

[Formscorers]

1 minute ago, dirtystack said:

I am assuming they would have paid out everyone who bet on a goalless draw. 

Somebody messed up and didn't press save or send/submit/confirm, or submitted the unfilled form.

Can't imagine it would be intentional as it's just not worth it to fiddle something so obvious.

 

 

Yep, that's our initial thought on this matter as well. We understand that people can do mistakes, even serious ones, but it causes reactions when they don't follow it up in any way. I mean, we'd understand if it would be a dubious happening/incident, but the truth is as clear as it can be. If they somehow let this go by, then it will definitely mark them as a rather uncertain bookie, especially since it's something that can occur in the future as well. That again will result in LeoVegas and Kambi losing credibility and also more customers.

But, we are in a good dialogue with LV, so that's at least something. We're not gonna jump into assumptions and conclusions just yet, but yeah, it's definitely one very unfortunate issue to have upon them.

Much appreciated for the contributions on this matter.

[JohanLeoVegas]

Hi everyone,

Just to bring everyone up to speed on the issue.

Kambi settled the bets on this match according to the first report from FIFA which was wrong. After that they did not re-settle which of course led to actual winning bets showing up as lost. We have now manually corrected this for everyone that placed bets on this match and credited the winnings that were due.

Note that since Kambi has not re-settled the bets they will still show up as lost on your bet-slips. Missing winnings are added to each affected accounts balance tho.

Unfortunate event that does not happen very often but we do apologize for any inconvenience caused.

Best regards

/Johan

[Formscorers]

1 hour ago, JohanLeoVegas said:

Hi everyone,

Just to bring everyone up to speed on the issue.

Kambi settled the bets on this match according to the first report from FIFA which was wrong. After that they did not re-settle which of course led to actual winning bets showing up as lost. We have now manually corrected this for everyone that placed bets on this match and credited the winnings that were due.

Note that since Kambi has not re-settled the bets they will still show up as lost on your bet-slips. Missing winnings are added to each affected accounts balance tho.

Unfortunate event that does not happen very often but we do apologize for any inconvenience caused.

Best regards

/Johan

These are awesome and splendid news, Johan!

Yes, we understood that it was not a direct fault from LV, but a rather nasty slip on Kambi's behalf. Mistakes can and will happen, for sure. But once again, you fix it, one way or another. Naturally, we are both pleased and happy to see that LV took this matter seriously and fixed it in a very professional and a proper manner. Kudos and respect for that. Really. By doing so, LeoVegas once again show why they are one of THE topmost bookies out there, especially for scandinavian residents. They have been that already for some years. In terms of quality, betting options, sport bonuses, withdrawal solutions (and speed) and their system of betting, not many comes close to them. The way this case was solved also strengthens your position, we reckon. We will absolutely continue to recommend our bettors to opt for LeoVegas when it comes to choosing a favorite betting site, absolutely.

Thank you again for this, Johan.

Case solved and closed.

[Slotspinner]

and there is the fix, like i expected
no reason to jump on and call rigged right away, errors happen

[pausefisk]

2 hours ago, Slotspinner said:

and there is the fix, like i expected
no reason to jump on and call rigged right away, errors happen

Partial agree, but we will never know how this case would have ended if not this case had been posted here, as the support at LV gave him another answer and "nothing they could do about it". 

I'd say we still need to jump a bit to make sure Things get fixed, because it sure helps in most cases.

I'm very happy to see it got solved, makes me believe again

[Formscorers]

3 minutes ago, pausefisk said:

Partial agree, but we will never know how this case would have ended if not this case had been posted here, as the support at LV gave him another answer and "nothing they could do about it". 

I'd say we still need to jump a bit to make sure Things get fixed, because it sure helps in most cases.

I'm very happy to see it got solved, makes me believe again

Pretty much, yes. However, I must add that there are some customers who've experienced something similar, but not such a serious one as this one was, and then, LV have stepped up and fixed it with no hesitation. We also show understanding to the fact that for this matter, it wasn't directly LV's fault, but props to them for manually fixing this. Really. 

And their base support can fix MOST issues, but this is one of those rare examples that they had to step in manually to get it fixed.

So yeah, let's not speculate how it'd be/end if we wouldn't have brought this to attention. That is why we at Formscorers do whatever we can to help/assist our members as much as we can. In the end, it all worked out, and I am sure both LV and Kambi have improved their routines already to prevent such mistakes from happening again.

I guess this thread can be marked as solved (tried looking for an edit post-button, but I guess a moderator must change the topic to solved)

Thank you all, once again.

[Slotspinner]

3 hours ago, pausefisk said:

Partial agree, but we will never know how this case would have ended if not this case had been posted here, as the support at LV gave him another answer and "nothing they could do about it". 

I'd say we still need to jump a bit to make sure Things get fixed, because it sure helps in most cases.

I'm very happy to see it got solved, makes me believe again

i do agree partial aswell! i believe putting these issues with all the facts into a forum like here on casinogrounds helps where it sometimes wouldve gone into a loophole where nothing gets fixed in the end. Dont like this aswell.