Lapilanders Casino - Бонусні виграші гравця були анульовані.

Hello dear Casino Guru team,

In the middle of September I took advantage of the Lapilanders new customer bonus of 100% up to 100 EUR. I fulfilled this according to the wagering requirements. After I finished the bonus, I also played a bit in the casino. After 1200 EUR on the account and successful verification, including a selfie, I wanted to withdraw 600 EUR. Then I got the mail that my entire balance had been deducted and I can only have my deposit. I am happy to send photos and screenshots that prove that Lapilanders acted fraudulently here. Lg Max

Hallo liebes Casino Guru Team,

Mitte September habe ich den Lapilanders Neukundenbonus von 100% bis 100 EUR in Anspruch genommen. Diesen habe ich gemäss den Umsatzbedingungen erfüllt. Nachdem ich den Bonus fertig hatte, habe ich auch im Casino noch etwas gespielt. Nach 1200 EUR am Konto sowie erfolgreicher Verifizierung, samt Selfie, wollte ich 600 EUR auszahlen lassen. Danach bekam ich die Mail das meine gesamte Balance abgezogen wurde und ich nur meine Einzahlung haben kann. Gerne kann ich Fotos und Screenshots senden, welche beweisen, dass Lapilanders hier betrügerisch vorgegangen ist. Lg Max

Hello Petronela,

No not yet. I have repeatedly asked in the live chat what the exact reason is and that I want to receive more information, but my emails have not yet been answered. I also told them how I would proceed and I have not received an answer to that point either.

I am happy to send you screenshots from the last two live chats.

LG Max

Hallo Petronela,

Nein bis dato nicht. Ich habe im Live Chat immer wieder mal nachgefragt, was der genaue Grund ist und das ich noch mehr Informationen erhalten will, aber bis dato wurden meine Mails nicht beantwortet. Zudem habe ich denen auch gesagt, wie ich vorgehen werde und auch darauf habe ich bis heute keine Antwort bekommen.

Gerne kann ich dir noch screenshots von den letzten beiden Live Chats schicken.

LG Max

Thank you very much, Maximilian, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

PS: You can forward any relevant communication to nikolas.b@casino.guru.

Hello Petronela,

Thank you very much for your help!

As I said, if more information is required, please let me know.

LG Max

Hallo Petronela,

Vielen dank schon mal für deine Hilfe!

Wie gesagt, wenn weitere infos benötigt werden, gebt mir bitte bescheid.

LG Max

Hello Maximilian,

I'm Nick and I'll be assisting you from now on. I will now try to contact the casino and let them know about your issue.

Hello Nick,

that sounds great, thank you!

Hallo Nick,

das klingt super, danke!

Dear Max,

Unfortunately, we haven't receive any respond from the casino yet. Please note that if we won't be able to get any respond within the next 7 days, the complaint will be closed as unresolved, which then may negatively affect the casino's rating.

Okay, thank you for the information.

Should I be active in any way?

Okay danke für die Info.

Soll ich in irgendeiner Weise aktiv werden?

Dear Max,

As you can see, the casino still did not respond to us. Unfortunately, as told before, we will be forced to close the complaint as unresolved, which may then affect the casino's rating. Before we would close it, I would still like to ask if there is any update on your side regarding the case?

Good Morning,

Sorry for waiting so long for my answer.

I wrote to Lapilanders again and got the information that they are already in contact with ADR MADRE because of my case.

Guten Morgen,

Bitte um entschuldigung, dass ihr so lange auf meine Antwort warten musstet.

Hab Lapilanders nochmals geschrieben und bekam die info das sie bereits mit ADR MADRE in Kontakt sind, wegen meinem Fall.

Dear Max,

Do you wish to keep the complaint closed until we receive additional information from you and ADR MADRE?

Are you also in contact with Madre or what?

I would prefer that the complaint remains open.

LG Max

Sind sie mit Madre auch in Kontakt oder wie?

Lieber wäre mir, die Beschwerde bleibt offen.

LG Max

No we are not. We would have to wait until they respond to you and you will let us know if anything new comes up. I will keep the complaint open then and please let us know if you get any answer. Will set the timer for 14 days.

all right, will be done, thank you!

alles klar, wird gemacht, danke!

Dear Max,

Could you please advise if there was any update regarding the case?

Hi there,

Unfortunately no, I wrote to them again now.

Get in touch as soon as I get an answer.

LG

Hallo,

Leider nein, hab denen jetzt nochmals geschrieben.

Melde mich sobald ich eine antwort erhalte.

LG

Dear Max,

Another 2 weeks has passed. Is there any update from the authorities?

I would like to give the casino one more chance to respond here. If they won't, we will be forced to close the complaint as unresolved.

Hello Nick,

No, unfortunately not. However, there are more and more complaints about providers from the same group. Something seems to be in the bush here, nothing good.

Hallo Nick,

Nein leider nicht. Allerdings gibt es immer mehr Beschwerden zu den Anbietern aus der selben Gruppe. Hier scheint irgendwas im Busch zu sein, nichts gutes.

Dear Max,

As a few week passed, we decided that the complaint will be now closed as unresolved. We will set it to a status of - waiting for the regulator's decision. Please contact me on nikolas.b@casino.guru if there would be any update regarding the complaint and we will reopen it and update it's status.

Best regards,

Nick

Dear Maximilian,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Nick

Hello,

here is MADRE's final decision. I wrote to them again afterwards, but nothing happened. It's a shame that bookmakers can afford something like that.

I sent you the document via email.

Hallo,

hier der finale Beschluss von MADRE. Ich habe denen danach nochmals geschrieben, aber es passierte nichts mehr. Schade eigentlich, dass sich Buchmacher sowas erlauben können.

Habe euch das Dokument via Mail gesendet.

Dear Maximilian,

I'm sorry to hear that the case did not end well for you. As the complaint was closed as waiting for the regulator's decision, we wanted to find out how did they decide. As they favored the casino, I hardly doubt that anything else would change the casino's decision.

In addition, I've noticed that the whole issue was related to sports betting bonus. As you might know we deal only with casino related issues as we are not qualified for sports betting related terms or cases. For these reasons, we will be now closing the complaint.

Best regards,

Nick