Lapilanders Casino - Povlačenje igrača je odloženo.

Hello!

Lapilanders Casino is illegally withholding my $568.

I provided all the documents that the casino requested. Before verification, my balance was 2568 dollars.

On March 15, to confirm the phone number, I sent a contract with a mobile operator.

On March 17, the casino credited me with $1,000.

On 25.03 I sent my e-wallet statement to Skrill.

On April 26, I sent an official claim to the casino due to the delay in withdrawing funds.

On May 9, the casino credited $1,000 to my wallet.

On the same day, 09.05, I placed the remaining funds in the amount of $568 for withdrawal.

On May 16, the casino reported that my account was closed.

I wrote to the casino many times, asking them to credit the remaining $568 to my wallet, but I never received a clear answer.

Please note that I do not dispute the closure of my account, the casino has the right to do this at its own discretion, but only after the fulfillment of its obligations - the payment of funds on the player's balance.

Please help me get my money. Thank you.

Dear Henr11kk,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. Please allow me to ask you a few questions to make sure I understand the situation completely. Could you please confirm that you have successfully passed the full KYC verification of your account? Have you accumulated your winnings with or without an active bonus? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.

I hope we will be able to resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika 

Hello,

verification successfully passed (I sent a screenshot of the letter from the casino as a confirmation to veronika.l@casino.guru ).

I accumulated winnings without using bonuses.

Correspondence with the casino has been sent to veronika.l@casino.guru

Thank you very much, Henr11kk, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Henr11kk for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lapilanders Casino for their help in resolving this complaint. We would like to know why was this player's account balance not returned and if we can do anything to help the player withdraw.

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. 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 might 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. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (complaints@mga.org.mt). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter