Lalabet Casino - Player's self-exclusion request has been ignored.

Hello,

i am a gambling addict and i have lost a great amount of money at lalabet. The casino does not offer any forms of self disclosure or ways to limit the amounts for deposit. I have asked for a exclusion on their website, but they refused to do so, which has led to this great loss. Unfortunately i have no screenshots of this, but lalabet should have a transcript.

Next to this lalabet states that people from The Netherlands are not allowed on their website. Despite the fact that lalabet had the information that i am a Dutch citizen they have let me play on their site.

i am wondering if i can claim a refund for my losses.

Dear Player010292,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

"In case you want to be temporary or permanently self-excluded and stop betting or gambling for a set time, please contact our customer support agent via email. On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6-months and permanent self-exclusion available. There will be no variation in these time periods. To proceed with this process, we will require an email response. If we do not receive a response within a further 24 - hrs, your account will be reopened and confirmed by email."

Do I understand correctly that you did not save the self-exclusion request? If that is the case, I am afraid that our options to help a very limited. Could you please advise if you currently have access to your casino account?

Furthermore, we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here, but correct me if I am wrong, please.

Thank you very much in advance for your understanding.

Best regards,

Kristina

At this moment my account is permanently closed.

I don’t agree with the fact that it is solely the players responsibility of playing at their website. The reason for this is that I have enrolled myself at Cruks, this is an online database in The Netherlands for people with gambling addictions and which prohibits players from gambling online and in physical casinos in The Netherlands. Lalabet has entered the dutch market in which i should have been protected from my addiction. For this reason i have lost a lost of money and i believe lalabet is accountable for this.

Thank you for your reply, Player010292. I am sorry, but if you do not have the self-exclusion request and your account has been closed, there is nothing we can do. This evidence is essential for us to proceed with a case like this and ask the casino for a refund. Furthermore, I am sure you are well aware that Cruks offers its services and cooperates only with casinos that have a Dutch license. Unfortunately, this casino doesn't have the necessary license, therefore Cruks cannot prevent players from registering or help with refunds.

I am afraid that we are not able to assist further in this matter. Nonetheless, you can always contact the casino's official licensing authority as they have better options and tools to help players like you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.