Lapilanders Casino - Player’s withdrawal has been delayed.

Hello!

I send you a complaint about Lapilanders Casino for consideration.

On July 11, I received a notification from the casino that I had successfully completed verification. I didn't play after that. And the accusations against me came when I put $211 on withdrawal. I suppose the casino has decided to unilaterally restrict my gaming activities, but in this case the casino should transfer the balance to my wallet in full, and not invent any violations.

On July 19, I sent an official claim to the casino, but the casino continues to adhere to its position and refuses to pay me $211.

Please help me resolve the dispute.

Dear maraars,

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 restricted? 
• What are the casino's accusations against you?
• What games did you play to accumulate your winnings? (slots, live games, betting on sports) 
• Could you please share your communication with the casino? 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 created an account at the casino on July 8-9, 2024. And on July 16, I received a message from the casino about the blocking and confiscation of $211.

Regarding the accusations from the casino, I have sent you screenshots of our correspondence to tomas@casino.guru.

I played live games and baccarat.

Thank you for your attention.

Thank you very much, maraars, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 maraars,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lapilanders Casino representative to join this conversation and participate in resolving this complaint.

Dear Lapilanders Casino,

Could you comment on this?

Thank you in advance for providing the information.

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 maraars,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kind regards,

Stefan