Lapilanders Casino - The player's self exclusion failed.

I have requested that my Game Account be closed at Wallacebet Casino on 23/02/2022, citing gambling addiction (vouchers for this in an email). My account has been closed upon my request. However, on 14/06/2022, I managed to open an account at Lapilanders Casino, a sister casino in Wallacebet (license MGA / B2C / 233/2013 issued to LCS Limited, C-64070) and deposit € 200, which I lost. After noticing this, I contacted Lapilanders Casino and asked for a refund, claiming that the sister casino was closed and thus it should not have even been possible to open a gaming account.

Lapilanders Casino does not agree to take any responsibility for this, as they do not believe that they have acted improperly / violated their terms of use. So they also refuse to return the money.

Would it be possible for you to help with this, because I do not think this has been done right?

Hello ilonam,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lapilanders Casino. Please allow me to ask you a few more question before we would move forward.

Since when exactly is your account self excluded in Wallacebet Casino? How long have you been playing in Lapilanders Casino? Is your account currently still active there? Could you please advise if you have used the same registration details in both casinos?

Please forward any proof or communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hey!

I have emailed the required information and look forward to the progress of the case.

Hello ilonam,

Based on the screenshots you provided, it seems like there is not much we are able to do. Please read the following message from the casino clearly visible from the e-mail you sent us:

They clearly stated that they do not have a shared database therefor if you wanted to exclude your self from a different casino from the same brand, you would have to write them separately.

Is there anything else we can assist you with? If no, we will be forced to reject the complaint.

Regards,

Nick

Hey!

Clearly, thanks for investigating the case. This case can be closed.

Hello ilonam,

I'm glad that I could help at least explaining what happen. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Best regards,

Nick