Lapilanders Casino - プレイヤーの撤退が遅れています。

Hello,

I requested a withdrawal on lapilanders for 212,5€ on the 05.02.2025 and it has been listed as "pending" ever since and the live chat always tells me that it takes so long because the relevant department has to investigate and that this information is diclosed.

I know that usually withdrawals via ewallet should only take about one day and now it has been already nearly 2 weeks and their support is not really helpful at all.

Thank you for your help in advance.

Kind regards,

Jakob B****

Dear JakiYT,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

It appers to me very odd though because my account is fully verified (since nearly 2 weeks already) and as far as i remember at L.C.S Limited casinos usually only the verification process takes very long and the withdrawals should be like 1-3 days and via ewallet even only 1 day.

It also should not take them very long to check my game history because i have only placed 2 sports bets in total.

I honestly think its just unethical casino practice by them to delay withdrawals.

Best regards,

Jakob

Today i got a new response from the livechat and they indeed admitted that they are withholding my withdrawal on purpose to check something for "safety reasons".

It was my first deposit on the site and my winnings came from only 2 sports bets, so there is not really much to check.

I am indeed pretty sure that they are trying to do some delayed withdrawal tactics on purpose, so most players would keep playing and eventually lose.

Kind regards,

Jakob

Hi JakiYT,

Please be aware that if this matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist, as we do not have a department that handles such issues.

Please keep me informed of any further developments, and I'll do my best to help where possible.

The winnings were acquired through sports betting but the issue is solely with the delayed withdrawal.

My account is already fully verified after they asked me 4 times for new documents and canceled my withdrawal each time and now my account is finally fully verified and they are saying that they need to „investigate" something. My withdrawal is already pending for over a week and the live chat is trying delay tactics every time I try to contact them.

Kind regards and thank you for the help.

This is what i have received from their livechat after another attempt to find out how long they need for their "investigation".

My withdrawal now already took over 20 days.

My account is already fully verified and i sent them multiple additional documents to verify my identity. They canceled my withdrawal 3 times and i had to send them a selfie with my id card and now they are claiming that they still need to investitage.

Thank you very much, JakiYT, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. 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.

Thank you for the help!

I hope they reply soon. I am also trying to contact them every day via live chat but they are not helpful at all and keep saying i should wait more, but it has already been nearly one month.

Hello JakiYT,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Lapilanders Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that verification procedures are customary in online casinos, but is there a particular timeframe, in which JakiYT can expect his verification procedure to be finished or his withdrawal to be processed?

I have just received the payment from them today. I have no idea why exactly it took them so long for the verification but I am very happy that it is finally resolved.

Thank you so much for the help!

Dear JakiYT,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin Lambert

Casino.Guru