Lapilanders Casino - Player’s winnings have been confiscated.

Dear Sir/Madam!

I am writing to seek your assistance in resolving a matter with Laplanders Casino regarding a recent confiscation involving my account.

On March 11th, I received notice from the casino regarding the confiscation of funds from my account balance totaling 800 Euros.

The notice accused me of engaging in illegal activity. However, due to the lack of specific details regarding the alleged violation, I have been unable to determine which aspect of the casino's rules I may have breached. Additionally, the casino has refused to provide any evidence supporting their claims, making it difficult for me to defend myself.

I submitted a formal request on March 14th for a review of the matter, but the casino continues to stand by its previous decision. Despite my best efforts to resolve this issue, I remain confident that the accusations levied against me are unfounded and that the casino is seeking to take advantage of me for its own purposes. Given the above, I hope you can assist me in reaching a resolution to this matter.

I appreciate your attention to this matter and look forward to your response.

Dear KhaKha,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lapilanders Casino.

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 
• Could you please share the email from the casino specifying allegations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I signed up for the casino on Feb 26th, 2024.

On March 12th, I logged in and there wasn't any money in my account. I started searching through my emails for anything from the casino and found an email saying my account was blocked. The casino had emailed me about the block on Mar 1th.

I played live games. The balance was received without a bonus.

Thanks for your response.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 
• Could you please share the email from the casino specifying allegations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hello! I have only played live games and I have not received a bonus for the balance. I have sent the correspondence to tomas@casino.guru.

Thank you very much, KhaKha, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Lapilanders Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello KhaKha,

I'm Michal and I have taken over your complaint. I have reviewed this case and just to let you know, Lapilanders Casino was not very cooperative with us in resolving player complaints in the past, so the outcome of your complaint is rather uncertain. I will still try to contact the casino to shed more light on this matter

We would like to invite Lapilanders Casino to join the conversation.

Dear Lapilanders Casino,

Could you kindly offer further details on the specific rules that the player is alleged to have breached, leading to the confiscation of their winnings?

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.

Dear KhaKha,

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 (email complaints@mga.org.mt / https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know how the ADR responded (michal.k@casino.guru). Also, if you will lodge a complaint with the regulator, please, let me know and, please, provide me with the proof (screenshot, e-mail, etc.). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru