Lalabet Casino - Player's account blocked during verification process.

Hi. I have been playing for over a month at Lalabet. I found their website from a site called Onlinecasinospelen. Which is dutch and strongly recommends the site for being legal and one of the best. So my friends and I started playing here. I am not really there for the money but for the entertainment. My total deposits are 20K+ and my withdrawals are like 15K max. I withdrew once before they asked KYC verification. I withdrew a second time while being in process of the KYC verification. The KYC process began when I wanted to withdraw for the second time. It has been over 2 weeks still not verified. I was approached via email they wanted me to verify which i sent the documents and 1 day after they asked for a selfie with my Id. After that no response. In the meantime I had a balance of 280k but like I said I was there for the entertainmant. But ofcourse I would like to make money in the meantime. Later I learned from my friend who is also playing here that players from the Netherlands are not legally allowed to play here. So I wanted a refund of my money. My vip manager who has a Dutch account who has ignored me before when i asked about my verification process still has not replied to me even tough the chat on the site said like 3 times to me my ViP manager will answer me in 5 minutes. Well 3 minute promisses later here I am. I feel scammed and fooled. The website and my vip manager were well aware I am a Dutch player (vip manager has a dutch number and he can see mine is also) and (when sent documents for verification they saw my info and replied one day after for a selfie which I never had an answer back too). I want my money back i feel fooled and scammed and I feel like they are f****ng with me with the messages in the lalabet chat.

Update: They want me to send my documents for KYC verification (I already did this never had an response.) my account has been blocked now I can’t log in. Luckily I have everything already screenshotted and recorded in my phone. 

I sent my documents and they said I have to wait and I am not gonna wait for weeks if thats what they want me to do.

Dear Dutchgambler-E,

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. 

• Could you please advise since when have you been a player of the casino?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of casino bonuses? 
• Did you receive any justification from the casino regarding the delayed verification or account closure?

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

Best regards,

Tomas

Thanks.

19 November was the first day I deposited on Lalabet.

I learned my account was blocked when i sent my Vip-manager a complaint which redirected my a bunch of other e-mails. And that day when I wanted to log in to speak via chatbot i realised my account was blocked.

I played live games and slots mostly. Never played sports or anything like that.

I have deposited €25.246,64 and withdrew €16.480,00 so far. Never accepted any bonuses.

They asked for KYC documents after my complaint. Told them a few times I already did sent them 3 weeks ago . They insisted I send my documents again which I now did and now waiting for a response.

I really don’t know what all of this has to do with me wanting my money back but they are professionals at asking for information but amateurs at giving information

Thanks for the update and the detailed explanation of the situation.

Have you heard from the casino since submitting the documents again?

If there is any relevant correspondence with the casino, please forward it to my email at tomas@casino.guru

Hi

I have not heard anything from the casino.

no replies no answers nothing.

Please forward any relevant correspondence between you and the casino to my email at tomas@casino.guru

I have taken legal actions, found a lawyer specialized in these kinds of cases. Lala didn’t reply to my messages emails and everything else I gave them a final warning but now we are taking it to court. Shameless company.

You wrote:

"Update: They want me to send my documents for KYC verification (I already did this never had an response.) my account has been blocked now I can’t log in. Luckily I have everything already screenshotted and recorded in my phone. "

I repeatedly asked you to send me the correspondence between you and the casino. Without this information, we can't proceed to contact the casino on your behalf.

I apologize for any misunderstandings. I'll await your reply.

Dear Dutchgambler-E,

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.