The player from Germany had an active self-exclusion in a sister casino due to a gambling problem. The player believes that he should have been banned from this Casino too. The case was rejected because the self-exclusion did not apply for the whole group. Therefore, deposit refund was not in place.
Lapilanders Casino - Player’s requesting a full deposit refund.
Amount: €450
Lapilanders Casino
Safety Index:LowSafety Index
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4.0
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Dear Ladies and Gentlemen,
I got banned from wallacebet.com LCS Limited, C-64070 a few months ago due to gambling addiction and a lot of deposits. Now I was able to register with the same casino group and registered office at lapilanders.com LCS Limited, C-64070 and continue to deposit money without any problems. The casino has clearly broken the law and I am asking for your help.
I therefore ask LCS Limited to post the deposits of 450 EUR back to my account.
I would be very grateful if you would stand up for justice and help me in this matter. You can count on a reward.
I thank you in advance
Kind regards
Stephen B
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2 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are automatically protected on all the other associated websites.
Could you please advise if you have requested a self-exclusion from Lapilanders Casino directly?
Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Also, please forward me the self-exclusion request you sent to Wallacebet Casino.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
Thanks for the information. It goes without saying that if I'm banned from LCS Limited, C-64070, which even has the same address, I'm straight out locked out and it shouldn't be possible to register anymore. It works at other casinos too. As soon as I am blocked in a casino group, you can no longer register. It doesn't matter if the casino has a different name. The company headquarters and the address are the same. I have already discussed the whole thing with my lawyer and I am 100% right. The casino should take the matter seriously and return my deposits to me. If this does not happen within 1 week, I will take legal action.
Player protection is paramount and must be taken seriously.
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2 years ago
Thank you for your reply, Stefan. Could you please clarify whether the registration details you provided when registering at this casino match the registration details you used at Wallacebet Casino?
Also, you have not provided the required communication between you and the casino. Would you be so kind as to send it to me so we can gather as much information as possible? Thank you in advance.
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2 years ago
Translation
The registration data are of course the same. I am banned from both casinos. Have already
made a request ART 15 GDPR. Unfortunately I haven't received an email back yet. The casino still has 28 days to show me the data.
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2 years ago
Stefan, I still have not received the self-exclusion request you sent to Wallacebet Casino. Also, please note that you indicated in your email, that there should be some screenshots showing you are blocked from Wallacebet Casino, however, they have not been attached.
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2 years ago
Translation
I've been banned from Wallacebet since 2021 and haven't been able to log in since then.
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2 years ago
Thank you very much Stefan for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@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 soon.
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2 years ago
Hello Stefan.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
Dear all,
We would like to inform all parties that the complainants refund request has been examined by the relevant department and has been denied due to term 2.5 of our Terms & Conditions.
2.5 In opening your account you warrant that:
2.5.1 You understand and accept the risk that, by using the Services, you may, as well as winning money, lose money;
2.5.2 You are: (a) over 18 years of age: and (b) above the age at which gambling or gaming activities are legal under the law or jurisdiction that applies to you (the "Relevant Age");
2.5.3 Gambling is not illegal in the territory where you reside;
2.5.4 You are legally able to enter into contracts;
2.5.5 You have not been excluded from gambling; and
2.5.6 You have not already had an Account closed by us under the following reasons of Collusion, Cheating, Fraud, Criminal Activity, Breach of the Terms of Use or at Your request under paragraph Responsible Gaming/Gambling.
Furthermore, L.C.S. does not have a unified Self-Barring Database, therefore cannot check across brands for individuals that have requested self-exclusion and that have multiple accounts in different brands that we handle.
In addition no two accounts were active at the same point in time.
Best regards,
Lapilanders Support Team
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2 years ago
Dear Stefan.
Have you received any confirmation that the self-exclusion applies to all brands in the group? Please, could you forward it to my email address?
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2 years ago
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
It's clear that if I was blocked from the group, I'm no longer authorized to register there. I have already explained this to my lawyer and I am 100% right.
LCS Limited should book the money back to me and the matter would be settled for me.
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2 years ago
Dear Stefan.
I am very sorry about the situation, but since you have not received any confirmation that self-exclusion applies to casinos from the whole group, we believe you are not entitled to receive the refund. It always depends on the casino's T&Cs and the information provided. If there was no promise made, we cannot force the casino to pay the refund, and I am forced to reject your case.
You have full right not to agree with our opinion. Another option is to file an official complaint with the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.
Best regards, Jozef
