The player from Switzerland is experiencing difficulties withdrawing their winnings due to ongoing account verification. It has been resolved.
Lapilanders Casino - Player’s struggling to complete the account verification.
Amount: €1,000
Lapilanders Casino
Safety Index:LowSafety Index
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4.2
Lapilanders Casino has a Safety Index of 4.2, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Facts.:
refuses to pay out 1000 euros.
even before my first payout i verified my account according to the terms of use, proof of address, passport photo of credit card i submitted everything that was required and my submitted documents were set to green in my account status i.e. accepted, so i am sure in advance if i win a payout occurs.
I declined all deposit bonuses, which worked.
as soon as I make a payout of 1000 euros (according to the terms and conditions max. 1000 euros payout per day) (account balance 5000 euros) an email comes after 72 hours "payout cancelled".
and is another document required to take a selfie with my passport.
i did it and submitted it, accepted the document and triggered a payout of 1000 euros.
after 72 hours the payout was canceled again and a phone bill was asked for, where my number can be seenn i also submitted it. they try everything possible to refuse the payment and don't even stick to their own terms and conditions
I don't think it's clean that winnings are refused, but it's not a problem when making a deposit, there is never a document required. I've been waiting for the payment for weeks but it's canceled with every application.
Up to now I have never seen a casino refuse to pay out, this is criminal and the license should be revoked
A complaint was also recently filed with the MGM licensor.
it cannot be that criminals get a license.
Automatic translation:
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2 years ago
Dear Filip22,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please clarify when exactly you provided the last document? Have you submitted all the required documents in a timely manner and in the correct format?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina
Thanks for the quick reply.
The last document was submitted on May 16, 2022 at 10:22 am.
since then no response and payment still status pending.
Customer service can only be reached via email, but does not answer.
However, for deposit questions immediately.
Each time the payment is canceled and another document is required.
Even when I made a payout of 1x100 euros and 1x200 euros, it was canceled with the reason that you can only make one payout per day.
They try everything possible to prevent the winnings being paid out.
All mails available for proof purposes.
I know exactly now I can wait 72 hours again and the payout will be canceled again.
Such criminals should have their license revoked.
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2 years ago
Thank you for your reply, Filip22. Would you be so kind as to send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Thank you in advance.
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2 years ago
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Unfortunately, this casino is very dubious and does not even adhere to its own terms and conditions
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2 years ago
Do I understand correctly that you requested 2 withdrawals and one of them was rejected? Or have all your pending withdrawals been rejected?
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2 years ago
Translation
In the meantime, a payout of 1000 euros has been processed after countless emails, the second payout of 1000 euros has been canceled again, although it was legitimately applied for within 24 hours as per the general terms and conditions.
The casino does not even adhere to its own terms and conditions but writes in the mail that the next payout can only be requested once the first payout has been processed (72 hours)
They constantly invent new excuses not to pay out legitimate winnings.
In the meantime I have found an online casino with a processing time of 24 hours where unlimited winnings are paid out without hesitation.
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2 years ago
Do you currently have any pending withdrawals? Do I understand correctly that so far you have managed to successfully withdraw €1,000 out of €5,000?
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2 years ago
Translation
Exactly, another 1000 euros 26 hours later and was canceled with the reason because you can only pay out 1000 euros within 24 hours, they don't even stick to their own rules, but despite certification they constantly ask for additional individual documents from their customers.
After every withdrawal cancellation they always ask for a new document, meanwhile I have already sent them 5.
I have now found a new online casino provider who pays on time without any problems and without annoying the customers
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2 years ago
Thank you very much Filip22 for your cooperation so far. I will now transfer your complaint to my colleague Viliam (viliam.v@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 Filip22,
I looked at your complaint and will do my best to help you. I would like to invite Lapilanders Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification and withdrawal process, please?
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2 years ago
Dear Viliam & Filip22,
Due to internal procedures and certain security thresholds, the Risk & Fraud Department requested enhanced KYC procedures be carried out for security reasons.
The documents requested were:
- An official document from the mobile provider stating his name and registered mobile number
- A photograph of the ID used for verification next to the players face
Kindly note that these are the extra documents besides basic KYC protocol (proof of ID, proof of address, verification of deposit/withdrawal means).
As of today the account balance is 0.00€ and the complainant has received 2000€ through withdrawals.
We apologize for any inconvenience and delays, however please understand that due dilligence is necessary in most cases and we believe that the amounts deposited and requested along with other factors justify requesting enhanced due dilligence documents.
Kind regards,
Lapilanders Support Team
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2 years ago
Dear Filip22,
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
Despite the selfie and all the required documents, the payment was delayed, and the 1000 euros were only paid out after complaints to MGM and Askgamblers.
That's why I asked for the account to be deleted.
Just keep your hands off this dubious casino where not even their own terms and conditions are kept.
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2 years ago
Dear Filip22,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
