The player from Austria had his bonus winnings cancelled due to bonus rules violation. The complaint was closed as unresolved as the casino did not respond to us and the player is waiting for an answer from the regulator.
Lapilanders Casino - Player’s bonus winnings have been voided.
Amount: €1,100
Lapilanders Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Regulator: Casino was right
REJECTED
Case summary
8 months ago
Public
Public
2 years ago
Translation
Hello dear Casino Guru team,
In the middle of September I took advantage of the Lapilanders new customer bonus of 100% up to 100 EUR. I fulfilled this according to the wagering requirements. After I finished the bonus, I also played a bit in the casino. After 1200 EUR on the account and successful verification, including a selfie, I wanted to withdraw 600 EUR. Then I got the mail that my entire balance had been deducted and I can only have my deposit. I am happy to send photos and screenshots that prove that Lapilanders acted fraudulently here. Lg Max
Automatic translation:
Public
Public
2 years ago
Translation
Hello Petronela,
No not yet. I have repeatedly asked in the live chat what the exact reason is and that I want to receive more information, but my emails have not yet been answered. I also told them how I would proceed and I have not received an answer to that point either.
I am happy to send you screenshots from the last two live chats.
LG Max
Automatic translation:
Public
Public
2 years ago
Thank you very much, Maximilian, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
PS: You can forward any relevant communication to nikolas.b@casino.guru.
Public
Public
2 years ago
Translation
Hello Petronela,
Thank you very much for your help!
As I said, if more information is required, please let me know.
LG Max
Automatic translation:
Public
Public
2 years ago
Hello Maximilian,
I'm Nick and I'll be assisting you from now on. I will now try to contact the casino and let them know about your issue.
Public
Public
2 years ago
Translation
Hello Nick,
that sounds great, thank you!
Automatic translation:
Public
Public
2 years ago
Dear Max,
Unfortunately, we haven't receive any respond from the casino yet. Please note that if we won't be able to get any respond within the next 7 days, the complaint will be closed as unresolved, which then may negatively affect the casino's rating.
Public
Public
2 years ago
Translation
Okay, thank you for the information.
Should I be active in any way?
Automatic translation:
Public
Public
2 years ago
Dear Max,
As you can see, the casino still did not respond to us. Unfortunately, as told before, we will be forced to close the complaint as unresolved, which may then affect the casino's rating. Before we would close it, I would still like to ask if there is any update on your side regarding the case?
Public
Public
2 years ago
Translation
Good Morning,
Sorry for waiting so long for my answer.
I wrote to Lapilanders again and got the information that they are already in contact with ADR MADRE because of my case.
Automatic translation:
Public
Public
2 years ago
Dear Max,
Do you wish to keep the complaint closed until we receive additional information from you and ADR MADRE?
Public
Public
2 years ago
Translation
Are you also in contact with Madre or what?
I would prefer that the complaint remains open.
LG Max
Automatic translation:
Public
Public
2 years ago
No we are not. We would have to wait until they respond to you and you will let us know if anything new comes up. I will keep the complaint open then and please let us know if you get any answer. Will set the timer for 14 days.
Public
Public
2 years ago
Dear Max,
Could you please advise if there was any update regarding the case?
Public
Public
2 years ago
Translation
Hi there,
Unfortunately no, I wrote to them again now.
Get in touch as soon as I get an answer.
LG
Automatic translation:
Public
Public
2 years ago
Dear Max,
Another 2 weeks has passed. Is there any update from the authorities?
I would like to give the casino one more chance to respond here. If they won't, we will be forced to close the complaint as unresolved.
Public
Public
2 years ago
Translation
Hello Nick,
No, unfortunately not. However, there are more and more complaints about providers from the same group. Something seems to be in the bush here, nothing good.
Automatic translation:
Public
Public
2 years ago
Dear Max,
As a few week passed, we decided that the complaint will be now closed as unresolved. We will set it to a status of - waiting for the regulator's decision. Please contact me on nikolas.b@casino.guru if there would be any update regarding the complaint and we will reopen it and update it's status.
Best regards,
Nick
Public
Public
9 months ago
Dear Maximilian,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Nick
Public
Public
9 months ago
Translation
Hello,
here is MADRE's final decision. I wrote to them again afterwards, but nothing happened. It's a shame that bookmakers can afford something like that.
I sent you the document via email.
Automatic translation:
Public
Public
8 months ago
Dear Maximilian,
I'm sorry to hear that the case did not end well for you. As the complaint was closed as waiting for the regulator's decision, we wanted to find out how did they decide. As they favored the casino, I hardly doubt that anything else would change the casino's decision.
In addition, I've noticed that the whole issue was related to sports betting bonus. As you might know we deal only with casino related issues as we are not qualified for sports betting related terms or cases. For these reasons, we will be now closing the complaint.
Best regards,
Nick
Please disable your AdBlock