Lapilanders Casino - 選手の退場が遅れました。

Hello dear Guru,

I made my first withdrawal on june 26th.

since that date im still waiting today on my winnings.

Even though my account is fully verified.

I contacted them a few times why its taking so long.

Everytime i get the same answer:

Dear Mark

Thank you for contacting us. Rest assured as we are here to best assist you with your queries and concerns.

As the review of your account by the relevant department is still in progress we do not have any further information to share at the moment. Kindly note that the reason behind the review is not disclosed to other departments before its completion of it.

We kindly request your patience and upon any update, you shall be notified at once via email.

Thank you for your understanding and cooperation. 

Do not hesitate to contact us in case you need any further help. Have a good day.

It is taking too long now. They say within 48 hours.

Its going to be 48 weeks i suppose. I dont want to wait that long.

Can u please help me?

Kind regards,

Mark

Dear Markk,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela

Yes payment is still pending in my account without being processed. My winnings accumulated with an active bonus. I wagered the bonus and luck was on my side. I did not recieved any winning in the past.

Best regards,

Mark

Thank you very much, Markk, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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 in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello, Markk!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel,

Thank u guys very much!

Best regards,

Mark

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.

Dear Markk,

I tried to get in touch with 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 MADRE ADR, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website http://www.madre-online.eu/ and if necessary also the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the MADRE and the MGA responded if you can manage to do this on your own (pavel.k@casino.guru). I wish I could be of more help.

Best regards,

Pavel K

Casino Guru Team