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Hello,

I claimed a no deposit bonus. After successful implementation, I submitted all documents for verification. The verification of the account was also completed successfully. Afterwards I should make a deposit and convert it 3 times. This too has been done. However, I still cannot pay out my credit because I always get the following error message when selecting mifinity:

"In order to use this payment method for withdrawal, it must first be registered as a payment method. Please contact support for further assistance."

I have already reported this to support, but unfortunately no one is taking care of the problem. In addition, the support is permanently overloaded and takes forever.

Hallo,

ich habe einen no deposit Bonus in Anspruch genommen. Nach erfolgreicher Umsetzung habe ich alle Dokumente zur Verifizierung eingereicht. Die Verifizierung des Kontos wurde auch erfolgreich abgeschlossen. Im Anschluss sollte ich noch eine Einzahlung tätigen und diese 3 mal umsetzen. Auch dies wurde getan. Allerdings kann ich mein Guthaben weiterhin nicht auszahlen da ich immer folgende Fehlermeldung bei der Auswahl von mifinity bekomme:

"Um diese Zahlmethode zur Auszahlung zu nutzen, muss diese zuerst als Zahlmethode registriert werden. Wenden Sie sich bitte an den Support für weitere Unterstützung."

Dies habe ich bereits dem Support geschildert, aber leider kümmert sich Niemand um das Problem. Zudem ist der Support dauerhaft überlastet und brauch ewig.

Dear denyo123,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

Best regards,

Petronela

No, I was not informed about alternative payment options. My account and the payment method are verified.

Nein ich wurde nicht über alternative Auszahlungsmöglichkeiten informiert. Mein Konto sowie die Zahlungsmethode sind verifiziert.

I asked today about alternative withdrawal methods: they don't have any. Bank withdrawal only from 100€ and Skrill/Neteller are not available. They say they have a problem with mifinity and I should keep waiting. I have a feeling nobody cares about the problem. The chat only writes copy-paste answers and then immediately kicks me out of the chat so that I can no longer ask questions. All very unusual.

Ich habe heute nach alternativen Auszahlungmethoden gefragt: Sie haben keine. Bankauszahlung erst ab 100€ und Skrill/Neteller stehen nicht zu Verfügung. Sie sagen sie haben ein Problem mit mifinity und ich soll weiter warten. Ich habe das Gefühl es kümmert sich keiner um das Problem. Der Chat schreibt nur copy-paste Antworten und wirft mich danach direkt aus dem Chat so, dass ich keine Fragen mehr stellen kann. Sehr ungewöhnlich das ganze.

Thank you very much, denyo123, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, denyo123,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Lapilanders Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Lapilanders Casino Team,

Could you please look at the player's issue and state a reason why he is not able to withdraw his funds?

Thank you in advance for providing the information.

Can be closed for my sake. I gambled away the money out of frustration. They just stopped responding to my requests. Really the worst casino I've ever been to. Can't understand how a casino like this gets an MGA license.

Kann meinetwegen geschlossen werden. Habe aus Frust das Geld verspielt. Sie haben einfach nicht mehr auf meine Anfragen reagiert. Wirklich das schlechteste Casino in dem ich bisher unterwegs war. Kann nicht verstehen wie so ein Casino eine MGA-Lizenz bekommt.

Thank you very much, denyo123, for the update.

Since you have played your balance down to zero, I am afraid there is nothing more we can do. In this case, we are forced to reject this complaint due to the loss of the disputed funds.

Although I hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.Guru