Lapilanders Casino - Player’s winnings have been reduced.

8000 Euro Gewinn wurde auf 1500 Euro reduziert, nachdem ich meine erste Auszahlung beantragt habe. Grund ist, da ich nur eine Einzahlung mit 100 Euro vorgenommen habe und damit gewonnen habe

Dear kalbon,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the T&Cs, and I found the rule which the casino uses against players:

„63.4 A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request."

I would like to emphasize, that according to our Fair Gambling Codex, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Please, could you clarify, whether you accumulated winnings with or without an active bonus? 

Additionally, is there any other communication between you and the casino that hasn’t been included in the attachments? If yes, please forward it to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you. Thank you in advance.

Best regards,

Kristina

Hallo.

Es handelte sich um ein Spiel mit Echtgeld. Ich habe es hauptsächlich im Evolution live Casino gewonnen bei dem Spiel Crazy Time und Lightning Baccarat.

Ich habe Ihnen sämtliche Chatverläufe mit Lapilanders per Email geschickt.

Erst hat die Verifizierung ewig lange gedauert, dann wurde meine erste Auszahlung abgelehnt, weil ich 5x1000 Euro auszahlen wollte und dann wurde nach der nächsten Auszahlungsanfrage der Gewinn auf 1500 Euro reduziert. Somit wurden mir 6500 Euro gestohlen nur weil ich nicht 2x 50 Euro sondern 1x 100 Euro eingezahlt habe. Sorry aber das geht gar nicht

Thank you very much kalbon for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi kalbon,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Lapilanders Casino to the conversation to participate in the resolution of this complaint.

Vielen Dank für Ihre Hilfe

We would like to ask Lapilanders 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear kalbon,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the MADRE ADR, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website http://www.madre-online.eu/ and if necessary also the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the MADRE and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter