Lapilanders Casino - Player’s requesting a full deposit refund.

Hi hschlue88,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Nachdem mein Spielerkonto verifiziert war, hätte Lapilanders.com mein Spielerkonto direkt wieder sperren müssen, da ich bei bser Firma LCS Limited wegen Spielsucht bekannt war, da ich bei deren Schwestercasino Wallacabet.com und sons-of-slots.com gesperrt war.

Das wurde unterlassen und konnte trotzdem Einzahlungen tätigen

Dear hschlue88,

Please note that your refund request has not been accepted by the relevant department.

We would like to remind you that you have made multiple similar claims against our organization to the ADR which have been ruled in our favor.

Best regards,

Lapilanders Support Team

Dear hschlue88,

please, could you provide us with more information about the ADR decision? Have you suggested the idea of contacting the MGA directly?

Hi hschlue88,

Thank you for your patience. Yours and casino replies do not need to be confirmed, depending on the data I just evaluate if it does not contain any sensitive information, but since you requested to hide all of your comments it is set now. 

I have already received multiple similar complaints, and our position is simple. Such cases should be handled by the authority since it is their responsibility to investigate and force the casinos to oblige their policies. 

I highly recommend you to contact the ADR first, and then the next step is reaching the MGA directly. Without reaching ADR, the MGA will still forward to you the ADR. I will gladly help you with it. Please, could you confirm that you are going to do it?

Dear hschlue88,

may I kindly ask you to provide us with the communication you had with "Madre" and MGA? You can forward it to my email address, jozef.k@casino.guru or post it into this complaint (it will be marked as sensitive - not visible to the public).

Do you have any proof of reaching them? I do trust you but want to check the form, method and date.

Please, could you forward it as an attachment to my email address, jozef.k@casino.guru?

Hello there,

I can confirm receiving the email, and replied. It looks like the process was not final. Could you confirm that you will follow the steps I have mentioned? Be aware that if you fail to cooperate, I will be forced to reject your case.

There may be a delay, but you should receive it very soon.

Dear hschlue88,

thank you for sharing the information. May I kindly ask you to react to the statements below?

"I filed a complaint with MGA on 08/09/2022, see evidence attached"

Could you confirm that this filed complaint was about your issue with the Lapilanders casino?

"last year MGA informed if I file a new complaint for gambling recovery ban I would not be helped anymore"

Could you provide me with supporting evidence?

Have you ever communicated with Madre (about any of your previous issues)?

Hi hschlue88,

thank you very much for your patience. I am sorry that it takes so long, but your case is quite complex and unique. I am extending the timer by 7 days because of the further examination. I will get back to you as soon as possible.

The main problematic factor here is that we are not discussing the T&Cs of the casino, but the policies of the regulator (MGA). And now, the fact that they are not willing to assist you with further issues.

Dear hschlue88,

Thank you very much for your patience during the resolution. As I have already mentioned in one of my previous messages, your case should be handled by the authority, since we have no right to force the casino to do the refund.  

I confirm receiving the evidence that the regulator made the decision to ignore your future requests for the refund across all the MGA licensed brands. Unfortunately, we can only respect methodology and assume that it was justified. 

We would like to refer you to our email dated 7th January 2021 / 27th January 2021 and other dates in which we had explicitly informed you to refrain from registering player accounts on MGA licensed sites owing to the fact that you disclosed compulsive gambling traits. In this same email we had also issued a warning whereby ignoring our direction will lead to automatic dismissal of any further claims for returns of deposits.

In concluding the information above, I am very sorry, but I am forced to reject your case since we cannot interfere with the regulator's methodology. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru