Lamabet Casino - プレイヤーのアカウントが閉鎖され、引き出しが遅れます。

Hi 16/11/24 i subscribed at Lamabet casino with the email el********iou@gmail.com which is the only one i have. I deposited 60€ and i won 200€ (my money no bonus) via apple pay. I tried to withdraw but my withdrawal declined without any email so i asked via chat what was the problem. They told me at first that after my request the closed my account but i never had that kind of request. Afterwards they told me that they have found another email of mine (which is not true) so they believe that i created a second account. I requested my winnings to be payed or if they insist that a had another account(which it is not true) to return my 60€. Additionaly at my kyc they do not validate the photo of my bank statement although everybody knows that apple pay has a dummy card number for security reasons. I already informed them that if they do not answer until yesterday i will escalate the complaint to you but still no answer. Could you please assist? Ty

Dear elmat1, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if all your identity documents were accepted during the KYC verification, apart from your proof of payment?

Did you accumulate your winnings with or without a bonus? 

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, 

Veronika

Hi Veronica,

I am sure noone in my house created another account with the same ip. All the other documents seem to have a green check next to them except from 2 of them with my selfie and my mobile number for which they didnt send me any sms to validate it. Still waiting. All my winnings were made with my own money and not via bonus. Happy to answer any other question for you. Ty.