Lalabet Casino - Player's account and withdrawal blocked due to multiple accounts.

Hi,

well i have an account on lalabet. Played a long time. Finally get a big amount of money from online casino lalabet. I did make the withdrawal to my account and out of suddenly they blocked me. Since they said i had multiple accounts they blocked me. And i didnt get my withdrawal.

the reason because i had 2 accounts was because i moved over to my new place and for the regulations you need to change that. I could not change that. So i made 1 account. Didnt take a bonus of welcome offer. Or even trying to mislead the cashbit group for any welcome offer. That was not my intention.

already i had contact with lalabet but they wont help me or anything else. I really need help! The account was fully kyc and had multiple withdrawals before.

Dear jeffreypsd,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lalabet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Were both your accounts verified?

Have you successfully withdrawn from both accounts?

Please forward the correspondence you had with the casino regarding the issue to my email at tomas@casino.guru

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

Best regards,

Tomas

Hi tomas,

only the first account what i used was completely kyc. The second was not. And the second had only 1 deposit and no withdrawal.

ill send the mail straight to you in a moment.

greetings jeffrey

Hi tomas,

i did send the full contact with lalabet to youre email. Hopefully i hear from you soon!

greetings jeffrey

Hi,

lalabet is not responding to my mail that i send 4 days ago.

hoping there is a solution for this.

kind regards jeffrey

Thanks for your messages and clarification of the situation.

Have you attempted to change the personal information on your original account first?

No i could not find anything how to change it on the site unfortunatly.

they blocked me now and still getting mails from them to play

When was the last time your first account was active? When have you completed account verification on your first account?

Hi,

made the account somewhere juli 2023. And verified at 13-07-2023. That is what i could find in my email.

greetings

Hi the last time active was on 12 februari 2024 and i won on 8 februari 2024

Hi,

is there any news yet or something resolved?

kind regards!

I apologize for not replying sooner.

If you opened your first account in July 2023, when have you opened a second account, please?

I have opened the second account begin februari i checked. But when i try to log in back theb on my first account i couldnt log in. So i did make a new one with my new adress

Hopefully there is something possible before the dutch government finds out that they are not using the government rules. Last week there was an other casino getting a fine for millions i heard on the news!

Is there anyone who can help me solve this? The time is almost over and then this one gets closed. I really need the help please

Thank you very much, jeffreypsd, for your patience and for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thankyou tomas for your help so far! Im hoping to for it to be resolved!🙂

Dear jeffreypsd,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thankyou jozef! Hopefully it comes to a good end!

Dear Josef,

Thank you for your help in resolving this complaint.

Firstly, we would like to point out some discrepancies in the player's story, first he said that he created a new account because he moved and wanted the address in his profile to be up-to-date, although the player was already fully verified at that time.

Then he says that he created a new account because he could not log into his first one. In addition, we would like to note that the player did not contact us about changing his address or problems with logging into his account. And at the moment, the player is demanding that we refund the funds he had on his first account, which means that something is already wrong in this situation, since the player previously indicated that he could not log into his first account. 

The third thing we would like to emphasize is that the player contacted us and said that he did not know anything about the other account and that he had only one.

In adherence to our platform's T&C, we took appropriate action by suspending both accounts for violation of our policies.

Casbit Group N.V. has a zero tolerance to abuse of promo-games. User who will try to gain advantage of Casbit Group N.V. welcome offers / other promotions agrees that Casbit Group N.V. reserves the right to void bonuses and any winnings from User:

- creating more than one account in order to get advantage from Casbit Group N.V. promotions;

- multiple account strategy/proxy account strategy;

Only one Account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, LalaBet must be informed by the respective Accounts’ holders. Failure to do so may lead to your Account being blocked for access and "freezing" or confiscation of all your funds.

We kindly request that you take into consideration the inconsistencies in the player's narrative and acknowledge the direct breach of our site regulations committed by the player. Should you require any supplementary information or a detailed account of the player's interactions with our support team, please do not hesitate to reach out to us.

Thank you once again for your cooperation in this matter.

Best Regards,

Rudolph

Representative of the LalaBet Casino

Dear jeffreypsd,

May I kindly request you to respond and clarify which of the statements is accurate? Furthermore, could you explain why there are discrepancies in two of your responses?

Hi jozef

its correct that at first i could not log in. Then second the new adress needs to be changed what i would change after i could login at my first account. So i made a new account with the new adress. And then when i tryed to log in on my first account it worked again.

greetings

i think its very normal to payout my winnings of 4999€ at first the casino is wrong to let people play from the netherlands. The first mistake of them. Then they did see the player made a mistake. And tell them they cant get the winnings because of the mistake.

so my opinion is that this is not fair and this is definetly not the first complaint about this casino

Dear Lalabet Casino team,

Thank you very much for your cooperation. Please, could you specify if the player used any bonuses in any of those accounts? Were there any interactions between the player and your support team that are worth mentioning for this case?

You can post relevant info here, or send it to my email address provided below.

jozef.k@casino.guru

Dear Josef,

We appreciate your help in this case very much.

We inform you that we have sent all the information you requested above to your e-mail address.

We are grateful for your cooperation once again.

Best Regards,

Tom

Representative of the LalaBet Casino

I confirm receiving it, I will get back to you as soon as possible.

Dear jeffreypsd,

I am sorry for the situation, but after reviewing all the information from the casino team and your side, I have concluded that the casino's actions were justified. By claiming bonuses on both accounts, you gained an unfair advantage over the casino's bonus promotion. Additionally, your explanations about the creation of the second account varied significantly. Therefore, I have decided to reject your complaint.

You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru