Lapilanders Casino - Player's struggling to withdraw from the casino.

Hi I won from no deposit bonus 100 euro after I done wagering. So I submitted documents for verification and payment verification of muchbetter from which I made my first deposit in order to verify my account so my account got verified .

But when I tried to withdraw there is no option to withdraw through muchbetter as have only deposit option for muchbetter not withdraw option so I asked chat agent and relevant team so they asked me to withdrawal through bank transfer if withdrawal option with same deposit is not available.

I did requested withdrawal twice but both times it got rejected.

Kindly help me in withdrawal.

As I am verified customer and made my first deposit also there .

Dear Rocky_210690,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Did the casino comment on muchbetter not being available for you for withdrawals?

Looking forward to hearing from you.

Best regards,

Tomas

Muchbetter is only present for deposit but in withdrawal muchbetter is not there so they advised me to withdraw using bank transfer but when I tried to withdraw through bank transfer it kept rejecting by payment provider.

They are not giving proper solution for this .

Did the casino suggest you try using other payments method in order to deposit and subsequently withdraw from the casino?

They are saying it to withdraw through bank transfer but it cancelled everytime I tried.

Other withdrawal option hast accessable as deposit to same method . Why did they not giving through muchbetter withdrawal when they allowed deposit with muchbetter

Thank you very much, Rocky_210690, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ok Thank you.

Hello there,

Thank you Rocky_210690 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lapilanders Casino for their help in resolving this complaint. We would like to know why is the player unable to withdrawal and if we can do anything to help.

Thank you!

Lapilander casino should give withdrawal in other option if muchbetter is not there in the option instead of asking for new deposit

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (complaints@mga.org.mt). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter