Lalabet Casino - Player experiences withdrawal issues and unmet bonus promises.

Dont know where to start. Registered at Cruks, started on lalabet, kept getting alot of mails of the VIP manager with bonusses and what not. In reality these bonusses where not even what they promised (example '20% cashback on lost deposits') and when you ask for the cashback for a 2k lost deposit they give you 87eu. Basicly zero fulfilling duty of care as a casino should.

Once i won 15k. Couldnt cash it out because it was higher than the withdraw limit, even tho ive litteraly deposit 15k in the same week. From this moment on i got a bad gut feeling and after some research i found out that they are not allowed to accept money/ players from the Netherlands + they dont even have a license at all ( casbit group).

A combination of factors that made me ask for a refund of my total lost deposits (26.061eu) in which they replied i had to do KYC but it been very quiet lately even tho ive reached out a couple of times. I see some other stories with the same experience so its a matter of time they will get fined till they are broke but i hope you guys can do something for me.

Kind regards,

Mike

Dear Mikelalabet,

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

However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please).

• Regarding your account in the casino, have you informed the casino you are registered in the Cruks scheme and informed the casino about suffering from any gambling problems?
• Is your casino account currently accessible to you?

Thank you very much in advance for your reply.

Best regards,

Tomas

Like i said they refused to payout because there was a limit apparently which ive never seen or heard of, and wasnt there for the deposits. (I got the denial of the withdrawel on mail)

Also by the ammount and type of mail communication i had with the VIP manager it was clear that there was a big gambling issue (otherwise you wouldnt lose 26k within 2 months. Lets be realistic). Instead of taking action the casino choose to give me more bonusses, free bets and phrases like 'youll win soon'. (Got tons of these typen of mails to show aswell)

This in combination with the fact ive never had to do any KYC during this time and they operating without a license at all and not informing their customers about this means that the contract is void and the money has been deposit under false misinformation.

Also prove their sister company Starzino doesnt payout. 'Techical issues' never seen the money

Also here one of many examples where my payout got denied even tho i had the vip level of a 20k weekly withdrawel limit + i had already deposit like 15k the same week and couldnt cashout a 4.5k.

Dear Mikelalabet,

The screenshots of the live chat imply the issue is regarding Starzino Casino.

Could you please confirm once again which casino the issue is about? Please understand to contact the casino, communicate, and draw the consequences for a casino, one complaint thread can be associated with one casino only.

Thanks for your understanding and reply.

It is about Lalabet. Starzino is operating under the same company as Lalabet (Casbit Group) this is why i also showed that.

The most recent contact with lalabet:

Since ive requested the refund there hasnt been much action. A KYC that takes 3 weeks and counting, and 'we are working on it' is all im getting. 

Hereby my IBAN (the same IBAN that always has made all the deposits to lalabet) (my Iban)

I expect the lost deposits ammount of €26.061,- on this IBAN within this month. Its also possible to do it in steps, but like i said it has been 3 weeks since the request and there is 0 progress made since then. If i havent recieved a reply indicating the refund will be paid before the end of june 2024 i will take legal action.

Lalabet response:

As soon as there is an update, I will write to you!

Keep in touch with me via Telegram or WhatsApp!

My response:

An update and a step that indicates you guys are really putting an effort to refund before the end of the month. To me it doesnt seem like you doing the best you can at the moment to solve your own mistake. 

Lalabet response:

We are doing our best and as fast as possible!

Keep in touch with me via Telegram or WhatsApp!

It already been like 3 weeks and as you can see they are not really in a rush to get things done. This is one of the main reasons im asking you guys here to speed things up.

Kind regards,

Mike

Thanks for the clarification.

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter.

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.

Unfortunately, based on the information received thus far, we will not proceed further with this case.

If you informed the casino about any gambling problems in the past please explain when and whether the casino acted to protect you from further gambling and also please forward the relevant correspondence to my email at tomas@casino.guru

Otherwise, we cannot compel the casino to process it.

I'll await your reply.

Thanks for the reply. As stated its not solely based on the lack of a valid license but its based on:

1. No KYC or whatsoever even tho ive succesfully deposit around 50k within 2 months. This double proves their lack of duty, lack of taking responsibility at all.

2. Denying withdrawels by using the limit excuse, even tho its not clear what the limit is for the VIP level you're on. Also the VIP level counting is very different and looks like it depends on different things. For example my 'cashback' got deleted even tho its something that should get better and higher depending on your VIP level.

3. This brings me to the 3rd point. Countless mails of bonusses and what not. Even tho most of these bonusses arent what they say they are.

4. The no license AT ALL. Like not only for the country i live in. They dont have a license at all. Theyve resigned because they recieved multiple penalties.

Its impossible to offer products and recieve money when you dont have a permit to do so. Its like standing on a festival selling things without a permit to show. If you combine this with AND disregarding the lack of care ofduty at multiple occasions even tho the responsibility for this always lays fully at the casino AND having shady bonusses, withdrawel limits which are not clear AND endless deposits limits without any verification or informing their customers about the current situation the entire arrangement, contract or whatsoever you call it there is should and will be called as void. All the money that has been spent on a void contract should for this matter be returned.

If i put a lawyer on this its gonna cost me alot of time and money of the refund. This is why i prefer to use you guys for this, and i even offered some sort of compromise.

If it was a very easy situation i would do it myself, but i would like you guys to try because ive already checked it at a friend of mine who is studying laws and she said that this situation with these arguments should result into a refund. This is why im 100% sure im right and again hope you guys will help me get there with the use of your platform and connections.

Kind regards,

Mike

Thanks for the reply.

Unfortunately, none of these points present a valid reason for a refund in our view.

• Could you please explain what your current balance with the casino is?
• After your initial struggle with technical difficulties the casino cited, was the casino able to provide any assistance with your withdrawal, such as offering alternative withdrawal methods?

My current balance is 0 and no, they did not offer any other withdrawel options. They just said i had to wait till the limit was over.

Its very unfortunate that you guys say there is no valid reason for a refund even tho a lawyer says there is. To me it appears you only take 100% cases (such as when a casino scams a player and there is enough proof, which makes it a 100/100 case). When it gets a little more complicated there is no help unfortunately. (This is just my view based on the communication so far, would love to be proven wrong).

Thanks for your reply and point of view.

From our perspective, if you choose to play in a casino not covered by your national self-exclusion scheme, the casino should offer a self-exclusion mechanism, and if you decide not to inform the casino of any gambling problems you will not be protected by the casino from depositing and playing.

Also if the casino accepts your deposit, while it is not prohibited by the casino's terms and conditions, you will be risking money. That means the casino should pay you your winnings, but will not refund lost funds.

If you happen to have an open account in an online casino I would recommend you take advantage of our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Taking into consideration the circumstances presented so far, the complaint will be closed. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Tomas

Casino.Guru