Lamabet Casino - Player's account is closed and withdrawal is delayed.

Hi 16/11/24 i subscribed at Lamabet casino with the email el********iou@gmail.com which is the only one i have. I deposited 60€ and i won 200€ (my money no bonus) via apple pay. I tried to withdraw but my withdrawal declined without any email so i asked via chat what was the problem. They told me at first that after my request the closed my account but i never had that kind of request. Afterwards they told me that they have found another email of mine (which is not true) so they believe that i created a second account. I requested my winnings to be payed or if they insist that a had another account(which it is not true) to return my 60€. Additionaly at my kyc they do not validate the photo of my bank statement although everybody knows that apple pay has a dummy card number for security reasons. I already informed them that if they do not answer until yesterday i will escalate the complaint to you but still no answer. Could you please assist? Ty

Dear elmat1, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if all your identity documents were accepted during the KYC verification, apart from your proof of payment?

Did you accumulate your winnings with or without a 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, 

Veronika

Hi Veronica,

I am sure noone in my house created another account with the same ip. All the other documents seem to have a green check next to them except from 2 of them with my selfie and my mobile number for which they didnt send me any sms to validate it. Still waiting. All my winnings were made with my own money and not via bonus. Happy to answer any other question for you. Ty.

Thank you for your reply. Please forward me the documents that have not been approved by the casino during KYC at veronika.l@casino.guru. Have you provided the casino with new documents after these were rejected?

Also, kindly include all the communication between you and the casino that could be relevant to the investigation. Thank you for your patience and cooperation.

Hi Veronica

i just send you the email with all the details

thank you

Thank you very much, elmat1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you elmat1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lamabet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Casino Guru Team,

Thank you for your appeal! We understand the importance of resolving this issue quickly and transparently and would like to provide a detailed explanation of the situation.

Earlier, a player asked us to close his account due to problems with gambling addiction. In response to this request, we immediately closed the account, taking all necessary actions to our commitment to supporting responsible gaming. This meant that the player could no longer access his account and could not participate in our games.

After some time, the system automatically detected the creation of a new account by the same player, but using a different email address. Our automated verification tools detected the multi-account. Given that this account was created after the player's official request for self-exclusion, we were forced to suspend the new account. This decision was made to comply with our internal policies and the player's interests, who had previously requested access restrictions due to gambling problems.

We are currently actively working on the issue of refunding the funds earned by the player through the new account. We strive to make the process of resolving this situation as fair and quick as possible. 

If you have any additional questions or suggestions on how to improve the process of resolving such situations, we will be happy to consider them and provide all the necessary information.

Thank you in advance for your cooperation and support!

Thank you for the update and prompt resolution of the issue Lamabet Casino representative. I would appreciate if you could keep us updated on the situation with the refund. Thank you in advance!

Dear Casino Guru Team,

Thank you for your feedback and for acknowledging our promptness in addressing your concern. We understand how important the issue of refunding your funds is to you, and we assure you that we are doing everything possible to resolve it as quickly as possible.

We are actively working on resolving the situation at this moment. As soon as we have any updates, we will notify you immediately. If you have any additional questions or need further assistance, please do not hesitate to reach out to us anytime.

Once again, we appreciate your understanding and patience. We are here to assist you whenever needed.

Hi i would like to inform you that i dont have any other email and i dont remember subscribing.

i tried to reply to your email with the evidence you want and you asked to upload the document at my account which is already closed so i do not have the ability to upload.

Dear Eleni!

Thank you for contacting us. We can see that you have an active account with a balance and are contacting us from another account. The second account was likely created by mistake, for example, through auto-replacement (T9) during registration.

In order for us to help you with a refund, you need to send a request from the email address linked to the account with the active balance. This will allow us to identify you and fulfill your request by the security rules.

If you have any difficulties accessing that email or are not sure which address was used, please let us know. We will try to find an alternative solution to help you in this situation.

Thank you for your understanding! If you need any further assistance, please do not hesitate to contact us.

Dear elmat1,

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.

Καλησπερα, μετα απο 12 περιπου emails πηρα τα χρηματα μου. Ευχαριστω πολυ για τη βοηθεια casino guru.

Dear elmat1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter