Lalabet Casino - Player criticizes casino’s Responsible Gambling features and claims a refund.

Greetings,

As someone struggling with gambling addiction, I have experienced significant financial losses at Lalabet. This casino lacks essential mechanisms for responsible gaming, such as self-exclusion options or deposit limits. Despite my requests for exclusion from their site, Lalabet did not accommodate my needs, leading to further financial detriment. I do possess screenshots to document these interactions, and Lalabet should have relevant records showing the requests of closing my account.

Furthermore, Lalabet's policy explicitly prohibits individuals from the Netherlands from using their services. However, they allowed me to gamble on their platform despite being aware of my Dutch nationality.

In light of these circumstances, I am exploring the possibility of reclaiming the funds I lost while gambling on their website.

Dear Pieterrrr,

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

If the forwarded communication is the sole correspondence available, I'm afraid it may not be sufficient. According to the terms and conditions, you're required to send an email outlining the reason for the account closure, which seems to have not occurred in this case.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Lalabet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@lala.bet (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Dear Pieterrrr,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

so i tried contacting like you guys said, but wont get a good reply back. the so called vip manager didnt contact me at all and no actions have been taken from my exclusion request. i just want to quit is it that hard?

Hi Pieterrrr,

Thank you for getting back to us. Could you please advise if there have been any additional attempts from your side to contact the casino after the 3rd of March when you sent your last request?

Thank you.

After another attempt to close my account it finally succeeded. Closed my account for indefinite time and wont return back after losing too much while under CRUKS supervision.

Hi Pieterrrr,

• Just to confirm, was your account successfully closed after you submitted a self-exclusion request citing a gambling problem on March 3rd?
• Could you specify when your account was closed?
• Additionally, when did you make your last deposit?

Thank you.

Yes, my account is succesfully closed on the 11th of march. Im under supervision of CRUKS since december. They allowed me to play either way.

last deposit made on 11th of march 2024.

Thank you very much, Pieterrrr, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Pieterrrr,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lalabet Casino,

Could you possibly provide additional information regarding the player's self-exclusion and subsequent refund and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I sent an email regarding a request to see all deposits and withdraws made, but no response back.

sent an email to my so called VIP manager Alexa and dpo@lala.bet

Dear Pieterrrr,

Thank you for reaching out to us regarding your recent experience at LalaBet Casino. We sincerely apologize for any inconvenience or frustration you may have encountered.

To better assist you and address your concerns, we kindly ask you to provide us with more details regarding your complaint. Please feel free to email us at vip.team@lala.bet, and our dedicated team will thoroughly investigate the matter and work towards a resolution.

We value your feedback and are committed to ensuring a positive gaming experience for all our players. Rest assured, your satisfaction is our top priority, and we are here to assist you every step of the way.

We look forward to hearing from you soon.

Best regards,

LalaBet Casino

Dear Pieterrrr,

Did you proceed according to the casino's instructions and send them the relevant information? We will be waiting for your updates.

Hi, you guys got any response to my case?

i would like your expertise in this matter, because of the terrible customer service behind Lala.bet and not knowing my rights behind this case.

Im asking for my money (deposits - withdrawls) back because of the gambling rules in the Netherlands.

They allowed me to play at their casino without Dutch Regulation applies. They didnt provide me any limits to playing and therefore fueled my addiction even more.

If you would like to have my details regarding my CRUKS registration, feel free to ask me.

Dear Pieterrrr,

The casino is trying to solve your issue here in the thread, by asking you to provide the necessary information to the email address vip.team@lala.bet, please proceed by doing so. After the casino examines your case, they will put up a statement on the issue here in the thread and we will go from there. Please let us know here with any updates.

Mail sent. Copy sent to michal.v@casino.guru

Hi, do i need to this?

my account is already closed.

Dear Lalabet Casino,

Could you give us some information regarding the situation with the player's refund?

Dear Pieterrrr,

Thank you for reaching out to us regarding your refund request at LalaBet. We greatly value your efforts and are committed to ensuring a solution that suits both parties.

We would like to inform you that in order to process your refund request efficiently and in compliance with regulatory requirements, we need to complete the Know Your Customer (KYC) procedure. This procedure is essential for verifying the identity and protecting the interests of both our customers and our establishment.

To proceed with the KYC process, we kindly request that you provide the following documents to our Data Protection Department at dpo@lala.bet. Rest assured that all documents you provide will be handled with the utmost care and confidentiality, ensuring their security throughout the verification process.

Once we receive and verify the requested documents, we will promptly proceed with the processing of your refund request. We apologize for any inconvenience this may cause and appreciate your cooperation in this matter.

If you have any questions or require further assistance, please do not hesitate to contact our Customer Support team at vip.team@lala.bet. We are here to assist you every step of the way.

Thank you for your understanding and cooperation.

Warm regards,

LalaBet Casino

Dear Pieterrrr,

Please proceed according to the information given by the casino, and let us know here when you complete the process. We will be waiting to hear from you.

I've sent the requested KYC documents to dpo@lala.bet and attached to this response as well. It's now up to Lala.bet to proceed with the next steps.

Thank you, Pieterrrr, for the update.

Dear Lalabet Casino, please let us know of any updates regarding the verification process. We will be waiting to hear from you.

Dear Pieterrrr,

We appreciate your prompt action in reaching out to us regarding this matter.

We want to inform you that we have received your refund request and have noted the requirement for the completion of our Know Your Customer (KYC) process. As per our casino's regulations and industry standards, we are obligated to verify the identity of all our customers to ensure compliance with legal and regulatory requirements.

We understand that providing the necessary documentation, including a selfie with your identification document, may seem inconvenient. However, please be assured that this process is essential for maintaining the security and integrity of our platform and for safeguarding the interests of all our players.

We are eagerly awaiting the receipt of all requested documents from your end. Once we have received and verified the required documentation, we will expedite the processing of your refund request without any further delay. Rest assured that we prioritize customer satisfaction and aim to resolve your request as swiftly as possible.

Should you have any questions or require further assistance regarding the KYC process or your refund request, please do not hesitate to contact our customer support team. We are here to assist you every step of the way and ensure a seamless experience for you at LalaBet Casino.

Thank you for your cooperation and understanding in this matter. We value your patronage and look forward to serving you again soon.

Best regards,

LalaBet Casino

As requested, i have send a selfie to dpo@lala.bet holding my dutch identification document next to my face. This is for the completion of the KYC process. 

Please confirm upon receipt and inform me of any further steps required.

Best regards.

Hi, any update regarding my case?

Dear Lalabet Casino,

Could you give us an update regarding this case?

Dear Pieterrrr,

We are writing to confirm that your refund request has been successfully processed and the agreed-upon refund amount has been sent to your bank account. You should either find the amount already credited to your account or it is on its way to you.

We understand that resolving this matter was important to you, and we appreciate your cooperation throughout the process. Your satisfaction is our priority, and we are glad we could assist you in resolving this matter promptly.

Thank you once again for your cooperation.

Best regards,

LalaBet Casino

Dear Pieterrrr,

Please, give us an update here in the thread when you receive your payment so we can close this complaint in our system as resolved. We are waiting to hear from you.

Dear Pieterrrr,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.