The player from Germany had €18904 in his Lapilanders account but was unable to withdraw despite an initial successful withdrawal and having provided all requested documents. The casino asserted the account was not fully verified and had not responded to the player's inquiries in nearly a year. After the player's issue was escalated to the Complaints Team, they attempted to contact the casino multiple times but received no response. The team advised the player to contact MADRE, an alternative dispute resolution service, and the Malta Gaming Authority for further assistance. The complaint had been marked as 'unresolved' due to the casino's lack of cooperation.
Lapilanders Casino - Player's withdrawals delayed due to verification issues.
Black points: 505
Amount: €18,904
Lapilanders Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
5 months ago
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6 months ago
Translation
Hello,
I have made a deposit at Lapilanders and my account currently holds €18904.
At the beginning, I was able to withdraw 2 x 1000€. Subsequently, they demanded many more documents, to which I complied. All the documents I submitted were successfully verified.
However, when I now try to make another withdrawal, I receive an error message stating that my account is not fully verified. I can't imagine what other documents the casino still needs in order to process the withdrawal, as ID card, proof of address, etc. have all been submitted and successfully verified.
Unfortunately, the support has not been responding to any of my inquiries for almost a year now.
I hope you can help me.
Automatic translation:
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6 months ago
Dear Demba10,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- When have you made a successful withdrawal from the casino?
- When was the last time casino support was in contact with you? What response have you received?
- Have you accumulated your winnings with or without an active bonus?
Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
Dear Demba10,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
Translation
Good day,
- the last successful payout took place on October 22nd, 2022. Since then I have requested a payout several times which was repeatedly rejected and canceled.
- At the beginning (October 2022) I received an email from support that my account needed to be checked internally. After another 4 weeks I received no response from support. My withdrawals continue to be canceled without giving any reason
- I used a bonus to deposit, which I implemented many times over exactly as specified
Automatic translation:
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6 months ago
Translation
This is the response I receive from the system when I request a withdrawal.
"Our records show that the verification process for your account has not been completed. Your withdrawal request has therefore been temporarily rejected."
The chat support can't help me and says he'll forward the matter, but I don't get any feedback from support. Not even if I contact support directly via email.
Automatic translation:
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6 months ago
Thank you very much, Demba10, 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.
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6 months ago
Hello Demba10,
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 really cooperative with us in our attempts to mediate any kind of issue, however, I will still try my best to help with your issue. I will contact the casino to shed more light on this matter.
We would like to invite Lapilanders Casino to join the conversation.
Dear Lapilanders Casino,
Can you please provide more information on why is the player's account still not fully verified? What other, if any documents are still needed from the player to finish the verification and proceed with the withdrawal?
If this information can't be shared publicly, please forward it to me at michal.k@casino.guru
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6 months ago
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.
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5 months ago
Dear Demba10,
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 / 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
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