Lalabet Casino - Player cannot self-exclude and refund is delayed.

I lost a lot on this casino. A few months ago I wanted to close my account, self exclude myself. They didnt do it, keep talking about my vip manager or whatever that is. They are also not allowed to provide the casino in the Netherlands.

When I talk to the live chat again they tell me to ask for a refund.

Suddenly I get a mail about KYC and they need my papers for the refund. I sended everything and then they just ignore.

Hello y5xskgc2p9,

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? When and how exactly did you request for self-exclusion and what reason did you give to exclude yourself?

Would it be possible to forward your exclusion request sent to the casino to [email protected]?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I don't know if they have all the information for the refund. When I told them about my first try and the losses after they didn't lister to my self exclusion request they block and deleted my account. Whey only say I had to mail my request to [email protected]. This was strange for my because it was on lalabet. So I mailed betspino and lalabet support and dpo team with the refund request.

They after 5 minutes I get a mail about KYC to confirm my account. But my account is blocked. So I asked why and they mail back that it's for the handling of the refund. So I sended everything. They mailed me back 1 time to ask for a selfie with my identity. Then I mailed 2 times if they have everything and what the next steps are but now they ignore me.

The first request for self exclusion must been in January or something. They have closed everything so I don't know exactly.

Hello y5xskgc2p9,

Please forward the requested information from above to [email protected].

how do I do this?

update: lalabet is still checking my case. Have mailed a lot to them and they keep sending me to other colleagues. But nobody can give me some kind of information. A few weeks mailing to them with no result. Have the feeling they are hoping I forget it and let the case go.

Hello y5xskgc2p9,

You are asking how to forward an e-mail?

Dear y5xskgc2p9,

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.

I did respond and send my case to Nikolas.

update about my refund af lalabet:

I've mailed them a lot and put my experiences op trustpilot.. they reacted 2 times on trustpilot that my case is at the responsible department and they are working on it. But after that they don't react any more. On my mails they react sometimes that my case is being processed.. but they don't.

I think their email departement is an AI. They always react the same way but no action. Lalabet has terrible customer service and this all smells like a big scam.

update:

today I got a mail my refund case is solved and successfully sent to me.

If I read this correct they have sent me money??

I have no details about this so I wonder what they sent me..

Dear y5xskgc2p9,

Glad to hear that the casino decided to refund the money. Please keep in mind that any kind of payment may take up to 14 days. Please let us know in case it would take longer or if the money arrives to you.

Update:

on 31 may they approved my refund by mail and they say it is sent.

from 31 may till now I have mailed them more than 5 times with the request to mail me the details of the refund. They ignore me since then and also on the live chat I only get the information that it has been sent but they dont tell me what is sent and to where. Very strange.

I don't have the feeling there is sent anything. This whole case is taking 2 months now with the worse communication you can imagine.

update: after 1 week of mailing for my refund details they said they sent me, they finally mailed me back.

now my refund is under request haha, sow first it is solved and sent(see 2 posts ago at the screenshot) and now it's a few steps back to reviewing it. What a joke!!!

I don't have the feeling there are reel people behind the customer service.. when I ask something it's kind of the same answers, some kind of bot.

I don't know what I have to do, but I keep posting this to let other people see this is 1 big scam. I will post this on every casino forum/website I can find!

Thank you y5xskgc2p9 for all the information provided. I will now forward your complaint to my colleague Dominika ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Update:

16 days after they emailed me that they send the refund... still nothing and no reaction on my emails. This whole casino is a big scam!!!!

I don't believe they ever going to send me anything, but I hope I can reach many people who want to play on this website and have second toughts. Don't do it, they are liars and scammers!

Hello y5xskgc2p9,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Lalabet Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Thnx you Dominika for your help. 🙌🏻

update: I've been mailing lalabet a few times a week and asked about my refund on the live chat.

The live chat keep saying I have to be patience and have to wait for the responsible department. I think the "live chat" is a bot or AI, because I always get the same kind of answer.

I don't understand Lalabet, why they e-mail me that the refund is solved and sent to me and after that ignore me and say it's with the responsible department.

On the e-mails I sended I had no responce since the mail about the refund is sent.

I don't know what I have to do. I've tried so many ways to contact them and this is playing for more than 2 months now.

If they just ignore me from the beginning I understand I've been scammed and would let it go. But this email they have send it to me and then ignore me frustrates me a lot.

I hope Casino Guru can help me, your my last hope🤞🏻

Dear Dominika,

It is appreciated that you have considered this matter.

As we can see from the situation, as soon as the player contacted our chat requesting to block their account, the support manager immediately blocked it. Subsequently, the player submitted a refund request via email, admitting to a gambling addiction and stating that they are registered in CRUKS. Up until that point, there had been no mention of the player’s gambling addiction.

Moreover, we want to inform you that we are currently experiencing technical issues 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

@lalabet

Hi,

It is not true that the support manager blocked my account immediately.

I asked to block my account and it was ignored. After that they keep talking about my VIP manager to close my account. I did not have a VIP manager and when I asked who I have to contact I did not get a clear answer.

I told straight ahead that the reason for closure is my addiction.

So what you say is not true and beside the fact that the request was ignored and my addiction was not token serious. Lalabet had no right to let people from the Netherlands gamble on this side. They have no licence.

But the refund was already solved and send to me on 31 May. See email on 31 May

So can you confirm that this is done? And why is the customer service ignoring my request about the details of the refund? I find it very strange that the refund is send but there is never told how much and other details!

This matter is allready more than 2

months. I want a straight answer and not this blabla about technical issues and I have to be patience and all that I've heard all this months.

So give me real information. Because if it's not sent to me you are lying to me.

Please let us finally solve this matter for real!

greetings Pascal

Dear y5xskgc2p9,

After a thorough review of your situation, we can once again confirm that your account was blocked immediately after you contacted our support manager in the chat and disclosed your issues with gambling addiction.

Additionally, we would like to draw your attention to the Terms and Conditions (T&C) you accepted during your registration with Lalabet. By registering on our site and accepting the T&C, you confirmed that you are not self-excluded from gambling and have determined the legality of accessing and using the website in your jurisdiction.

Regarding the screenshot you provided, showing that your funds were sent, we apologize and clarify that this message was intended for another person. We sincerely apologize for this mistake.

We would like to inform you that your refund request is under review and will be processed in order due to the high volume of requests. Our team hopes you will understand our situation.

Best regards,

Tom

Representative of LalaBet Casino

@lalabet

Hi Tom,

Once again I explain you what happened. When I asked the customer service on live chat to block and close my account because of my addiction and I don't want to play any more, they tell me to contact my VIP manager to do this.

I told on the live chat that I don't have/had a VIP manager and I just want to close my account, and who that VIP manager is and how to contact. I didn't get a clear answer and told them I just want them to close and delete my account.

After that I opened my account some period after that and I could just enter my account. After losing for 2 months I contacted the live chat again. This time I told them that I will contact the Dutch KSA when they ignore my self exclusion request again.

After this they finally closed my account and after 1 minute I get a mail about KYC registration.

Very strange because I lost thousands of Euro without any registration and when I close it they try to cover themself and want the KYC registration.

The terms and condition on your page have no value, because lalabet has no license in the Netherlands and they make promotion in the Netherland, wich is illigal.

The fact you mailed me the wrong mail about my refund is one big joke. How unprofessional can you handle things. I don't believe this either.

Lalabet is investing my case for 3 months now and keep giving the same answers I have to be patience and they investing this.

Now they mailed me it is solved and sent to me and now the status is back to investigation 😂

The support department is also ignoring my emails, very disappointing.

My patience is gone and I just want this to be solved. I am an honest man and I know the risks when I gamble on a website like this. But I know what I did and I asked for self exclusion.

This all smells like 1 big scam, if this is not the case they are just very unprofessional and have the worst customer service ever.

So please take your responsibility for once and solve this.

Otherwise I take further action, I will publish this all, wich cost you much more than being honest and refund my loss.

@casinoguru please help me

Greetings Pascal

Dear Dominika,

Upon a thorough review of the player's interactions with our support team and VIP department, we have determined that at no point did the player explicitly mention having a gambling addiction. Specifically, our records indicate that the player ignored inquiries from our support team regarding any potential gambling addiction. However, we did close the player's account after he explicitly stated, "I lost a lot of money," which we took seriously and acted upon immediately to prevent further financial loss.

We understand the importance of clarity in these matters, and to this end, we would like to share all relevant proof of conversations directly with you. This includes detailed records of the communication between the player and our support team, demonstrating our efforts to address his concerns and our adherence to responsible gaming practices. Furthermore, we are prepared to explain in detail the workflow and coordination process between our support and VIP teams when handling account closure requests. 

Please let us know how you would like to proceed with receiving this information, and if there are any specific details or additional documentation you require.

Best Regards,

Tom

Representative of LalaBet Casino

@lalabet

wow this is getting crazier every single time. If you have any "proof" you can just share it here. Like I have shared everything here. You could forget or delete 1 part of the conversation or just use a conversation with another person.

For me it's clear you just making things up and lalabet is 1 big scam. So your support team warned me before I talk to them about closing my account? It's not true. The first time you just not take my request to close my account serious. So I'm curious about that part of your "proof".

You have no single prevention for gambling addiction on your website. Not even a limit for loss nothing. So please stop about how serious you take gambling addiction.

Your not even allowed to let me play in this illigal casino. Your also advertising in Dutch, wich is illigal to.

And the fact that you solve and send my refund is the biggest joke of all. And now your saying it was send to the wrong person. Very proffesional, just like everything this website is providing.

Hello y5xskgc2p9,

We would like to update you that due to Dominika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Dominika 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 Dominika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Lalabet Casino, could you please provide me with additional details via my email address ([email protected]).

Dear Dominika,

We have provided additional details via email. Please check your inbox for the information.

If you have any further questions or need more clarification, please do not hesitate to reach out. We are here to assist you.

Best Regards,

Elon

Representative of LalaBet Casino

Thank you for the information.

Dear y5xskgc2p9, have you received the refund, please?

Hi Dominika,

I've received nothing, no money, no information. I have no trust in this, they proved to be just a scam and not taking customers serious. So what can I do?

thanks for your help🙂

Thank you for the information.

Dear Lalabet Casino, could you please provide an update on the player's refund?

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.

There is an ongoing communication with the casino. We have decided to extend the timer by another 7 days.

Another 7 days no reply from the casino?! What was the communication?

greetings

Dear y5xskgc2p9,

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. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I have been informed that Lalabet Casino is set to close soon, and the casino team will cease addressing any outstanding complaints.

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 [email protected]

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,

Dominika

Casino Guru