Complaint #64 Lapilanders Casino

Declining to payout

By akuza

3 years ago

I have had a lot of problems with this operator. All started when I tried to withdrawal my money out from the casino. First they cancelled withdrawals and asked for more and more documents (I had already verified account). Then they suddenly deducted all my winnings from my account. At this point I made a complaint to MADRE. Now they have refunded all deducted balance but still doesn't accept my withdrawals. They just keep asking for same documents I have already proven to them. It seems like they are just abusing the KYC rule. To make it clear I have proven my home address, bank account (IBAN etc.), mobile phone number (mobile bill), id and selfie with id. This all have continued for almost two months now. Now I'm kindly asking for AG teams help to finally solve this case.

Disputed Casino Lapilanders Casino

Reason Declined payment

Amount €665

Discussion

AskGamblers

• Support Team

3 years ago

Dear @akuza,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Lapilanders Casino

• Representative

3 years ago

Dear AKUZA,

We would like to inform you that the withdrawal has already been processed!

Please accept our apologies for the delay.

Best regards,

The Lapilanders Team

akuza

3 years ago

Disputed amount is 665,64€ (100€ deposit+565,64€ winnings)

AskGamblers

• Support Team

3 years ago

Dear @akuza,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Lapilanders Casino Complaint Stats

Resolved 31 / 34

Avg. Amount $1,350

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Lapilanders Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 31 out of 34 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Lapilanders Casino Complaints

See all complaints for this casino

They keep asking me to upload documents

Hi,

I have had my account with Lapilanders for almost a year and a half. I have hit an issue which seems to be coming from their system saying my documents have uploaded but they don't seem to be? (That's all I can assume based on the emails I am received).

You can see from the screenshots attached I have uploaded now about 7 pictures of me holding my passport (3 of which are selfies), however I keep getting the same copy and paste response asking me to upload the same documents. When I try and resolve through email the 'support' states they cannot accept documents over email (I am not trying to send them over email, just showing proof that they have been uploaded).

I have had multiple deposits and withdrawals over the years and had EVEN sent pics holding my passport maybe a year ago. So thsi is all very confusing.

I am getting nowhere on email support and we are just going around in circles as it seems the documents are not uploading on their system (despite saying they are) and there is no help here.

I would appreciated AG help to mediate here as you have helped in the past.

Thanks

Resolved

Lapilanders is delaying my withdrawals

On the 7th of July I have requested a withdrawal of €1000, and on the 8th of July I have also requested a withdrawal of €700. Both withdrawals has been stated as pending since the request. I have contacted the support department for a few times and they have confirmed me that the withdrawal of €1000 has been reviewed, and is in the queue to be withdrawn very soon. Usually they process withdrawals within 48 or 72 hours.

Unfortunately after waiting for 1 week I still haven't received the withdrawals, and only get the same answers. 1 representative told me that it is on its way, but I still haven't received it in and it's still stated as pending and I can still cancel the withdrawal. I would like to receive my withdrawal of €1000 (939050), €700 (939414) and €415 (940515) as soon as possible.

Resolved

€415

Canceled my withdraw after 7 days

Dear Sir or Madam, I initiated a withdrawal on Saturday, April 30th. After repeated requests Casino support assured me that the withdrawal had already been reviewed and authorized. This morning (May. 4th), the withdrawal was canceled, and the money was back in my account. I would like to withdraw a total of €1,760. I'm afraid the casino is trying to circumvent the withdrawal. I passed all KYC processses. Please help me.

The casino's policies state a processing time of three business days. In total, I've now worked for a week. I think that's more than three business days out of more than three business days.

And thank you very much for your work. Sincerely, Tobi

Resolved

€1,760

1k and more delayed

Hi. I have 1200€ pending for multiple weeks. First two accepted withdrawals equaling 550€ came with a delay but still came. Now for 2-3 weeks no withdrawals have been accepted. Also they said something on the lines that you are not allowed to have multiple withdrawals at the same time even though they accepted the first two withdrawals that were simultaneous. Also their software allowed this which is their fault and nowhere this is informed which I think is a made up thing.

Everytime we have asked to speed up, the response has been that we will hand it forward to some different department. Well nothing has happened. Also when we asked to cancel the withdrawal the same department did in a matter of few seconds. Very fast acting when the money is going their way.

They also said that sometimes it takes over 48h due to safety reasons but all my documents have been accepted so I was just wondering what is up eith this delay that is really frustrating.

One of the early withdrawals (I think the second one) was cancelled by Lapilanders because they wanted extra documents which were accepted then after I sent them. Then the rest of them were told by us to be cancelled and that happened in a matter of minutes. There is still 600+€ on the account which I haven’t dared to withdraw.

Resolved

Delayed payment and waiting my money

Hi, I have 1088,25 euros in Lapilanders Casino. I requested a withdrawal over a week ago.

The first casino said that they approved the withdrawal in a few days but now my withdrawal is still pending and the casino says that they "do not have any additional information to share at this moment.".

I have done everything right, KYC, rollover, etc. There is no reason to keep my money.

Resolved

€1,088

Casino not looking at my verification document within the time frame

My account documents have all been verified. However the casino asked for a bank statement. I provided this it has now been over 7 days and this has not been locked at. This is way beyond the 72 hours the site claims KYC takes.

When I email the support is just saying they will get them to the documents. They ignore the reality that they have exceeded the time limit.

When I uploaded my original documents it took over 6 days for them to be looked at.

I need AskGamblers to mediate and not reject the complaint for unfounded reasons.

This is very simply, the casino is not looking at my bank statement in a reasonable time limit as set out by their terms and thus I am not able to withdraw my 265 euors.

Resolved

€265

Delaying payment after full verification

My account has been fully verified for weeks. I submitted a $1,000 withdrawal on Sunday, Nov. 19, and was originally sent a response that said it would be reviewed within two working days. When two working days came and went, then they said "three working days". It's now been five working days (six days total). On day five, I received a response that said, "At the moment the relevant [department] is facing some increased workload and thus we encounter some delays." On day six (today), I received a response that said:

"Thank you for contacting us and we do hope this email finds you well.

Since the review is being conducted by another department we cannot provide you with an exact time frame for its conclusion. Your frustration is understandable, however, due to security measures and protocol the relevant department must conduct a thorough review for security reasons.

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

There is nothing further to review. BetsAmigo (also owned by Campeon Gaming) has all the same verification documents and issued my first payout last week.

Resolved

$1,000

Delayed winning payment of 1980€

13.10.2023 I deposited 100€ and won 1980€ and all my documents were accepted.

2 weeks after that they cancelled my withdraw for no reason.

Livechat just said that there has been a technical error and just try to withdraw again.

Now its been 2 weeks again and they still haven't payed my winnings and livechat just says to me that I have to be patient.

Resolved

€1,980

Withdraw of €200 cancelled

I make withdraw over 100 hours ago over ( 4 working days) and withdraw was cancelled two days ago for no reason

I have already send all documents and all is approved.

Two days ago I made that withdraw again (200€). I asked the customer service the reason for canceling the withdrawal, but I didn't get any reason from them. They just tell me to wait.

Withdrawals should be processed within 48 hours according to the casino.

Resolved

€200

Delayed payment after KYC with unresponsive support

I've been enjoying playing at this site since January. I've been losing a lot and continued to deposit, up to around €1000 during several months. Suddenly I enjoyed a winning streak to get back to around €1000, and wanted to attempt a withdrawal last month. I've been sending in documents for KYC throughout Winter and Spring, and they were approved, so I thought it would be quick. I had to submit some more documents, until I tried again a couple of weeks ago.

Now I'm not hearing anything, and chat is not responding, even after hours of waiting. At least previously they told me I needed to submit more documents - but now - nothing. It's listed as "pending" but removed from balance, unavailable even to cancel withdrawal.

Resolved

€500