Lalabet Casino - Player’s refund is delayed.

On May 22, I requested a refund.

Response from lalabet was immediately block me account there was no more money in this account.

The reason for the refund I do not want to go into further details because I do not want to harm the casino or make them look bad. 

We worked it out together and both parties are happy with the outcome I am really bummed about the process it took me over 40 emails until today to get a response as to whether I get a refund or that the kyc is approved ect

May 27 I finally got a response that the kyc was approved

June 10 I got a response with the proposed amount this I accepted.

Then I got this mail from lalabet 

"The legal department has started to conclude the contract".

On June 13 I received this mail:

Hello! I am pleased to inform you that the Legal Department has commenced the process of drafting the contract. They are diligently working on ensuring all necessary details and legal stipulations are accurately addressed to ensure a comprehensive and binding agreement.

Should you have any specific clauses or conditions that need to be included, please forward them to the Legal Department as soon as possible to facilitate the smooth progression of the contract's completion.

Thank you for your attention and cooperation.

But I feel I am being kept on a short leash. I actually want to avoid anything to do with gambling.

And this process takes a lot out of me I want this to end and not be kept on the line for weeks or months

I understand that everything needs to be properly reviewed but we have an agreement now it just needs to be handled now.

I hope you can mediate.

Dear elvira680,

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

Please understand that to be able to help you with our mediation services, we need to know the reason why you are requesting the casino to refund your lost deposits.

The casino is eligible to decide at any time to stop providing services to certain customers and close their accounts if their balance is zero.

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

Best regards

Veronika

Can you please remove my fulll name

Didnt know my name become public

Thank you for the quick response

I just do not understand why the reason is important because the refund is already promised I can forward the email of that I think he is not important for my case I put the reason publicly.

In a private message I would like to communicate this

The casino agrees and so do I and that the account is closed also fine.

I have very little trust in the casino given the multiple complaints on this forum after months of emailing promises are made that are not kept. Patience is 1 thing but this is going way too far

Please forward me the emails from the casino promising you the refund. Include all other relevant evidence and any other communication that could be pertinent to the investigation of your case. You can send them to my email address: veronika.l@casino.guru. Thank you.

Hi i mailed you the proof

Thank you

Thank you for your email. Unfortunately, we at Casino Guru do not handle complaints related to licensing regulations and policies. While I understand your point, we are not in a position to assist you. We do not believe that you are entitled to a refund since you were able to play normally at the casino and lost your funds through gameplay. If the casino decides to issue a refund, we would consider it an act of goodwill and hope you receive it soon.

Regrettably, we cannot help you in this case. I recommend that you conduct better research next time and play only at casinos licensed in the Netherlands.

This complaint will now be rejected. Thank you for your understanding, 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.