Ag Awards

Lilibet Casino - Not honest and delaying my withdrawals

Complaint Info
Disputed casino Lilibet Casino
Reason Delayed payment
Amount € 3500
Posted on June 8, 2020

Askgamblers, I joined and started to played at the casino few months ago because listed at askgamblers and not bad reviews. I deposited regularly, lost much. I was their vip player, and has emails which casino assumed me my withdrawals have high priority and they approve withdrawals everyday already which different from casino terms when I asked withdrawals time, so I decided to be loyal player here. But truth is different, this is second time they delayed my withdrawal, i made withdrawal Tuesday 2. June 1700 euros, till Thursday 4. June.pending enough 48 hours same as standard time frame, casino still looked for different excuses delayed my withdrawal. Same evening, I canceled my withdrawal, and played won up 3500 euros, made 3 of 1000 euros withdrawals and one 500 euros withdrawal. Friday 5. June I contacted casino again, they told me need wait another 48 hours, what’s “ high priority “ ? Is it standard meaning? Well, I wait, now is Saturday 6.June I contacted casino again, they told me weekend doesn’t approve withdrawal and show me terms. Before I start to really become loyal player at lilibet, We talked about this. Now just looking for all different excuses. I know even I wait till next Monday, lilibet still has different kind of excuses. Help!

Posted on June 10, 2020

Dear Sarayang,

Thanks a lot for your feedback on the AskGamblers forum.

All your pending withdrawals have already been processed. Can you please check if the funds have reached your account and if not, please contact our CS team asap.

Unfortunately, as it is the case with many other companies, we have to adjust to these unprecedented times in order to offer the best possible product and service to our customers. With that in mind, we have allocated additional CS agents during busier times to make sure that the waiting time that customer enquiries are answered, to a minimum. Unfortunately though, our Payments team is not able to process withdrawals during the weekends at this time. This is something that we will continue to review and we are hoping to re-introduce it in the near future.

We would like to thank you for your feedback and trust on our brand.

Kind regards,

Lilibet Team

Posted on June 10, 2020

Dear @sarayang,

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.

Posted on June 10, 2020

The truth is that casino didn’t approve any of my withdrawals, delayed again and again till I lost .
First, before I started to play at lilibet regularly I did get the promises that withdrawals approved everyday and my withdrawals have higher priority. There are thousands of online casinos, I wouldn’t definitely deposit thousands of euros every week at lilibet if I didn’t get such kind of promises.
Second,When I asked about my withdrawals, they answered same” we cannot promise when will approve, please be patience, we have transferred the request to finance department “ and never ever told me the reason why my withdrawals delayed.
Third,my withdrawals pending time more than 48 hours at working days, 2.June 4 am till Friday, how many working days hours? it’s totally broke casino own terms.
Probably I can’t get any funds back. But I recommend to lilibet , such kind of attitude won’t keep players. And I won’t trust the casino anymore. I wouldn’t recommend this casino to my friends either.
Thanks, askgamblers

Posted on June 10, 2020

Dear @sarayang,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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