Lalabet Casino - Player's withdrawal rejected and funds not returned to account.

I requested a withdrawal of 4053 on Saturday via AstroPay. The withdrawal was canceled due to technical problems with the server - which seems OK to me. I then requested the same withdrawal via Pix, the chat informed me that the withdrawal had been approved, and this appeared on the website. But hours later, it appeared as rejected, and more importantly: the amount did not return to my account! In the chat, the casino does not say any resolution deadline. As a result, my withdrawal was rejected and the amount did not return to my account. It's important to say that when I asked if I needed to send my personal documents for KYC, the attendant said not yet, so the problem is actually internal to them.

Dear vinicius1710,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please clarify you passed the KYC verification in the past?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Dear Kristina,

- This was my first withdrawal request on this site;

- I haven't completed any KYC yet (sending a photo of documents, for example). The site does not allow me to do this at any time, but only when they ask me to. They haven't asked me yet.

- I didn't use any bonus to win the amounts, just my deposit (which was wagered more than 1x)

Thank you very much for your reply, vinicius1710. Could you please post here (or forward me) a screenshot of your withdrawal history?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear vinicius1710,

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.