Lalabet Casino - Player’s refund from casino is delayed.

I have asked LalaBet to review my refund request. After succesfully passing the KYC they offered me a refund of 1345,94 eur. I accepted the offer as I understand that they keep some money for transaction fees.

I’ve been waiting for quite some time now and they keep telling me that they have technical issues with the payment provider. They only say that I can take a week up to a month. What can we do about it?thanks!

Hello Vadidovic,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lalabet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Since when is the refund pending? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for your reply.

I did the KYC on the 20th of April. On the 9th of May they offered me the refund and told that is being processed. After that they told multiple times that the payment provider has technical problems. I spoke to them today, but everytime they tell me the same without an estimated date when I will receive the refund.

Hello Vadidovic,

Why did the casino offer you a refund?

Hi Nick, I requested an refund due to lack of licenses for them to operate in the Netherlands. I also asked them to close my account permanently.

They processed my request and offer me the refund.

Hello Vadidovic,

Did you receive any news from the casino regarding the refund? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Hi Nick,

I’ve forwarded the mails to you.

Hello Vadidovic,

Thank you for the e-mail provided. However, it does not contain any information that the casino offered you a refund just that they are reviewing the case.

From our point of view, unless the casino restricts players from Netherland, you are free to register there. The player agrees to the casino terms when they register and you can't just suddenly find out they have no license, the player is supposed to check it prior registering and accepting their terms.

Can you please advise how much is your current casino balance?

Hi Nick,

Please check your e-mail again. They did offered an refund.

Thank you Vadidovic for the additional proof. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Vadidovic,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Lalabet Casino to join the conversation.

Dear Lalabet Casino,

Could you please provide us with any timeframe for when the player can expect the refund to hit their account?

Dear Michal,

It is appreciated that you have considered this matter.

We want to inform you that we are currently experiencing technical issues that are affecting the process of returning funds. Additionally, the large number of requests received by our support team has significantly slowed down the processing of refunds.

As a result, the processing time for a refund request may take up to 2 months. We sincerely apologize for any inconvenience this may cause and assure you that we are closely monitoring the situation and making every effort to resolve the issue as quickly as possible.

Best Regards,

Tom

Representative of the LalaBet Casino

Thank you for your response, Tom / LalaBet Team.

I have my fingers crossed that your team will fix the technical issues in a reasonable time, and the player's refund will be processed at the earliest convenience.

Dear Vadidovic,

I understand your dissatisfaction with the current situation, however, as the Lalabet team mentioned, they face some unexpected technical issues.

Another quite important factor is that Lalabet is an international casino, and the management of payment methods' diversity and availability is not solely within the casino's control. Numerous factors, including the licensing authority, geolocation, agreements with payment providers, and banking limitations, significantly impact the speed and capability to process refunds.

As the casino team is working on the issue, I trust they are focusing on resolving it as soon as possible. Your patience is greatly appreciated.

Dear Vadidovic,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi all

We arranged the last things and a document was signed. I should get paid in 20 days.

I understand that it could take longer, but we’be been at it longer than the 2 months mentioned..

Dear Michal and Vadidovic,

Thank you for your patience and understanding as we work through this matter.

We would like to clarify that the settlement agreement regarding the refund processing will only go into effect once it has been signed by both the player and a representative of the casino. This is a necessary step to ensure that all terms are mutually agreed upon and legally binding.

We acknowledge that there has been a delay in processing the refund and in reviewing all settlement agreements. This delay is due to the thorough review process we must undertake to ensure compliance with our internal policies and regulatory requirements. We apologize for any inconvenience this may have caused and assure you that we are working diligently to expedite the process.

Best Regards,

Tom

Representative of the LalaBet Casino

Dear Vadidovic,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi both,

I fully understand that it is a difficult process. However, what I don't understand is why your customer service keeps pointing me to technical problems with the payment provider. The documents were signed by me on June 18 and I still haven't received anything.

I would really like to receive an answer as soon as possible. 

This situation is getting really annoying.

Dear Vadidovic,

We understand that this situation is frustrating, and we apologize for any inconvenience you have experienced.

We want to clarify additionally, that the settlement agreement for your refund will become effective only after it has been signed by both you and a casino representative. This step is essential to ensure that all terms are mutually agreed upon and legally binding.

As we have stated before, we recognize that there has been a delay in processing the refund and reviewing the settlement agreements. This delay is due to the comprehensive review process required to ensure compliance with our internal policies and regulatory requirements. We apologize for any inconvenience this may have caused and assure you that we are working diligently to expedite the process.

We understand that it is a difficult process. However, we would like to emphasize the importance of the settlement agreement being signed by both parties to ensure everything is legally binding. Your patience is highly appreciated as we navigate through these necessary steps.

Thank you for your understanding and patience. We are committed to resolving this issue as quickly as possible.

Best Regards,

Tom

Representative of the LalaBet Casino

Hi Tom,

I get it that the contract become effective once Lala.bet has signed it too, but please explain to me how I have not heard anything back when I’ve signed it a month ago.

I see a lot of similar situations all over the internet on sites like Trustpilot. I don’t think this is good for the reputation of Lala.bet.

Why is it taking so long? I have started this case more than 3 months ago.

Dear Vadidovic,

We understand your frustration regarding the delay in finalizing your refund process. 

Our team is currently undergoing a thorough review process to ensure compliance with our internal policies and regulatory requirements. This process can take longer than anticipated, especially when ensuring that all necessary checks and balances are in place to protect both parties involved. 

Additionally, we are currently experiencing a high volume of requests, which has affected the processing and consideration of individual cases. We are doing everything possible to manage this increased workload efficiently.

Rest assured, our legal department has not lost sight of your case and is actively working on it. We will inform you via email of any updates regarding your request as soon as there are any developments.

We recognize the importance of timely communication and resolution, and we are committed to improving our processes to prevent such delays in the future. We assure you that your case is significant to us, and we are working diligently to expedite the remaining steps.

We apologize for any inconvenience this may have caused and appreciate your understanding. Your feedback is valuable to us, and we are committed to resolving this issue as quickly as possible.

Thank you for your patience and understanding.

Best Regards,

Tom

Representative of the LalaBet Casino

Hi Tom,

I keep getting the same answers. When will I receive an actual update?

Also, there a lot of similar cases and no one is moving forward. It is all over the internet.

For everyone reading this, especially from the Netherlands, be really careful with where you be playing.

Hello Vadidovic,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear All,

I apologize for my late reply. I would like to inquire about the current status of the situation.

Dear Vadidovic,

I would like to inquire whether the settlement agreement regarding your refund has been signed and if you have received the funds. May we regard your complaint as resolved, or do you need additional assistance?

Hi Michal,

Hope you had a great holiday.

There is no update on this case. Lala Bet did not sent me the signed document yet and I also did not receive any funds.

They keep telling me the same, that I have to wait. It has been months now.

Dear Vadidovic,

I'm sorry to hear that.

Dear Tom / LalaBet Team,

Could you please clarify why the settlement agreement has not yet been signed by both parties? Additionally, I would like to understand why the agreed-upon funds have not been disbursed to the players, given that a significant amount of time has elapsed.

Dear Vadidovic,

Although your complaint seemed to be on the verge of resolution, the most recent update I have received from the Lalabet team is unfortunately unfavorable. I have been informed that Lalabet Casino is set to close soon, and the casino team will cease addressing any outstanding complaints. Despite my efforts to persuade the casino to uphold the prior agreement, my attempts have not been successful. I have received this response from them:

"We cannot guarantee the refund and processing of the player's request, so we agree that the complaint will be closed by the Casino Guru team as unresolved."

It is evident from the response that the casino team has lost interest in addressing the issue, leaving me with no alternative but to classify this complaint as unresolved. I recognize that this outcome is not what you anticipated; however, regrettably, any further assistance from our end is basically zero.

Lalabet Casino previously held a license issued by Gaming Curaçao (GC) Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. If you feel you want to take your complaint further, you can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Gaming Curaçao | Casino Guru (casinoguru-en.com). Please let me know how they responded at michal.k@casino.guru

I am sorry we could not be of more help on this occasion. If you experience an issue with any other casino in the future, feel free to contact us again, and we will do our best to help.

Best regards,

Michal

Casino Guru