Lapilanders Casino - Player's withdrawals are being rejected.

Lapilanders do not process (reject) withdrawal on verified account and ask me for patience as they started as they say time-consuming security investigation.

All requested documents were sent to Lapilanders and already are verified.

Hello Aleksejs,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? When did the casino start the investigation?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

Winnings was accumulated with welcome bonus on deposit without breaking t/c.

I have forwarded communication history to your email.

Thank you for your reply, Aleksejs. Do I understand correctly that the investigation started on the 24th of May?

Have you made any successful withdrawals before?

Yes correct 24 May, this is my first withdrawal.

Thank you very much Aleksejs for your reply. I will now transfer your complaint to my colleague Adam (adam.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.

Hello Aleksejs,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lapilanders Casino to join the conversation and participate in the resolution of this complaint.

Dear Lapilanders Casino,

Can you please provide an update on the status of the player's account and the reason for the investigation?

Kind regards,

Adam

Hello Adam,

Hi, I have noticed that 1200 euro disappeared from my Lapilanders Casino account balance and there is only 50 now (i have requested withdrawal of this 50). Sent them email asking to explain it, will let you know if will get any replay from them.

Hello Aleksejs,

Thank you for the update regarding your balance.

Dear Lapilanders Casino,

Please could you clarify why the player's balance might have been reduced?

Kind regards,

Adam

got replay:

Nothing of mentioned below were breached, just lie and steal funds. (proof not provided too)

I do not use vpn, forged documents or abuse bonuses (I have used bonus once it was offered automaticaly on first deposit on second deposit I declined another bonus)

We would like to inform you that the investigation conducted upon your account has been concluded and its findings show a breach in term 12.10 of our Terms and Conditions.

For that reason, the amount of 1250.18€ have been removed from your account.

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: 

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company. 

Hello Aleksejs,

Thank you for the additional information.

Dear Lapilanders Casino,

Could I ask you to explain exactly what the player is accused of and also to please provide supporting evidence for us to review? It can be posted here or sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Additional info:

50 euro is processed, 1200 still not returned. Get email from Lapilanders:

we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") .

That is of course lie, I have never used vpn or similar software, my internet work well without it. Asked to provide proof but getting same copy pasted answers that terms are breached without any proof.

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 Aleksejs,

I am now waiting for a response from the casino by e-mail, so I will extend the timer once more in the hope of finding a resolution.

Please let me know of any developments in the meantime.

Kind regards,

Adam

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Dear Aleksejs,

I have tried to contact 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 Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how the MGA responded (adam.m@casino.guru).

I wish I could be of more help.

Best regards,

Adam