Lalabet Casino - Player's bonus winnings are incorrectly capped.

I received the wednesday 100 freespins about 0,20€ for a deposit.(Screenshot)

I played the 100 Spinat and get 21,69€ Bonus Money.

I wagered it 35 Times and Had at the and around 310-320€.

Then I only received 50€ and lost the Rest.

The Rules of the Bonus(Screenshot) didn't told that the Maximum win is 50€. Others Bonusses(for example monday Bonus, Screenshot) are doing this.M

In the main Rules and Terms ist written, that the Maximum win is 10 Times of the Bonus.

=200€(the Spins) or 216,90€(the Bonus).

I've written often to the Chat(attached), but they can't told ne where exactly ist written, that the Maximum win is 50€.

So:

I want the Rest of my win = additional to my 50€ the 150€ or 161,90€.

Please help

Hello betzebub11,

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? Is this the first bonus you claimed in the casino? Could you please forward the link to that concrete bonus you used? When was the last time you spoke to the casino and how did they respond regarding the maximum win limit?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I was VIP at this Casino and Had some (over 10) withdrawals.

They never asked for a verification.

The Last Time they told me Maximum ist 50€ is the 10th August.

The PDF was attached.

Since today it's Not possible Open the Website for me.

Coincidentally? 🙂

See the attached Screenshot.

So, i can't send you the Screenshot



Hello betzebub11,

I've checked the casino website but did not find any information regarding the maximum cash-out from such bonus. As you can't access the site anymore and provide us more information, we will try to get in touch with the casino.

I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi betzebub11,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Lalabet Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's winnings have been capped? It also appears that players from Germany can no longer access your website. Can you please comment on the issue?

Thank you.

Best regards,

Tomas

Ich möchte noch ergänzen, dass ich am 12.08. mit der Sperre der deutschen Spieler(oder nur noch?) eine Rückzahlung meiner Einzahlungen angefordert habe, sowie um eine Auflistung meiner Ein- und Auszahlungen gebeten habe.

Leider steht hier jegliche Antwort aus.

Gruß

Dear betzebub11,

I hope this message finds you well. I want to start by extending my heartfelt apologies for any inconvenience or distress you experienced due to the recent issue you encountered with us. Your feedback and satisfaction are of utmost importance to us, and we deeply regret that we fell short of meeting your expectations on this occasion.

Regarding your question about the bonus. Due to the T&Cs of the particular bonus(Wednesday Free Spins):

"All winnings from Wednesday Free Spins are capped to 50 EUR. Any exceeded balance will be voided prior to withdrawal."

That's why after wagering, only 50 euros were credited to your balance. You were able to find it while clicking on the "More info" button below the bonus.

Regarding your second question. Please, check your email, You will need to pass our standard procedure before we will be able to respond to it.

If you have any further questions or concerns, please do not hesitate to reach out to our dedicated customer support team via live chat or email. We are here to assist you in any way we can.

Best regards,

Lalabet Casino

That's wrong.

If I search for "wednesday" in you Rules I found nothing.

At the Button "more information" there ist only written "Minimum deposit 50€" and No max win.

Only at the monday Bonus is a max win.

Dear Lalabet Casino,

Can you provide more detail on where you obtained the information about the "max-win"? I couldn't find the information while clicking on the "More info" button below the bonus. There's also no mention in T&Cs.

Additionally, are there any updates regarding the player's funds refunding?

Thank you.

Kind regards,

Tomas

Bezüglich der Rückerstattung möchte ich meinerseits ergänzen:

Vor 12 Tagen würde ich darauf vertröstet, dass Lala.bet sich melden wird.

Vor drei Tagen wurde ich nach einer Kopie meines Personalausweises und einem Wohnsitznachweis gefragt.

Auf die Rückerstattung wurde nicht eingegangen.

Seitdem habe ich bisland nichts gehört.

Dear betzebub11,

Your refund was sent yesterday. For now, it depends only on your bank and how fast it will process the transaction.

Once again, please accept our heartfelt apologies for any distress this situation has caused you.

Thank you for your understanding, and waiting!

Best regards,

Lalabet Casino

Dear Lalabet Casino,

Can you please answer my previous question? Thank you.

Kind regards,

Tomas

Ich kann bestätigen, dass Geld angekommen ist.

Vielen Dank dafür.

Leider liegt mir noch immer keine Aufstellung meiner Einzahlungen und Auszahlungen vor, damit ich den Wert vergleichen kann.

Dear Tomas,

Regarding your bonus question. When the user has a particular bonus on his/her account, the user can find it at Profile > Bonuses. Then user will be able to check the bonus policy of the particular bonus.

There user is able to find this statement: "All winnings from Wednesday Free Spins are capped to 50 EUR. Any exceeded balance will be voided prior to withdrawal."

So that's why after wagering requirements have been met, the user received 50 EUR on the balance.

Best regards,

Lalabet Casino

Dear betzebub11,

To be able to receive the needed personal information, please contact our DPO via email dpo@lala.bet

Once again, please apologize for any inconvenience you may have experienced.

Thank you for your understanding, and waiting!

Best regards,

Lalabet Casino

Dear betzebub11,

As it appears the main issue has been resolved, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas