Casino closed my account without a reason

Hello AskGamblers,

My name is < full name removed >, and I am filing a complaint against Lilibet.com regarding an unresolved account verification issue that has resulted in the withholding of my winnings.

On September 24, 2024, I claimed a welcome bonus on Lilibet and won a significant amount of around 180 000 NOK. Since then, I have been subjected to an unreasonable and prolonged verification process, despite my full cooperation and numerous attempts to provide the requested documentation.

Lilibet required me to verify my identity through HooYu, an external service. I attempted this multiple times, uploading my passport and bank statements, but for some reason, the system did not register my submissions. As a result, I emailed their support team explaining that I had completed the verification several times, yet it was not working. I knew this because they kept sending me new verification links.

I then contacted live chat support to clarify the issue. On my account, it showed that I was already verified, so I didn’t understand the problem. However, the support team informed me that they needed additional documentation and claimed they had requested it in an email on March 10, 2024—an email I never received. Irmelin from support told me they required a secondary ID and proof of income for the past three months.

On October 21, 2024, I submitted a new bank statement and my ID card. The next day, they responded that they still needed proof of income.

On October 22, 2024, I explained that I am a student without a job, meaning I do not have pay slips or other income-related documents. I asked if there was any alternative documentation I could provide.

On October 23, 2024, they requested another form of ID, along with proof of wealth and income.

On November 1, 2024, I sent them passport photos and my 2023 tax return, which was the most recent document available.

On November 19, 2024, I spoke to Jørn in chat support. He informed me that my tax return was rejected and that I had to submit pay slips or other proof of income. Again, I explained that I am a student with no job, so this was not possible. Jørn told me he would follow up via email.

On November 20, 2024, Jørn emailed me saying he had received a response from the relevant department. He now claimed that, since I made deposits using MiFinity, I had to provide proof of account ownership and transaction history for the past three months.

I then contacted MiFinity and requested these documents.

Before I even received the requested documents from MiFinity, Lilibet emailed me on December 4, 2024, requesting a video call as a security measure. Of course, this was not something I was looking forward to, but I assumed that once I completed the call, I would finally be able to withdraw my winnings. The call was scheduled for December 6, 2024.

On December 6, 2024, I had the video call. A woman asked me numerous questions about when and how I deposited money, what games I played, what the website looked like at the time, and many other detailed questions.

I answered as best as I could, even though by this time, a significant amount of time had passed since I played on the site. At the end of the interview, I asked if they still needed my MiFinity transaction history. They confirmed that they did, so I sent it to them immediately after the call.

On December 16, 2024, I sent a follow-up email to the same department I had been communicating with regarding the video call. I asked when my account would be reopened so I could withdraw my winnings.

I never received a response.

Since then, I have contacted live chat support at least 10 times, asking for an update. Every single time, I have been told that the relevant department will contact me.

As of today, January 29, 2025, they still have not contacted me.

I have fully complied with every request Lilibet has made, including submitting all verification documents they asked for, participating in a thorough video call, and providing additional financial records upon request.

Despite this, my account remains locked, and I still cannot withdraw my winnings.

I expect Lilibet to immediately reopen my account and allow me to withdraw my rightful winnings. Their handling of this situation has been completely unacceptable, and I am left with no choice but to escalate this complaint.

I can document everything related to this case. If you require additional documentation, you are welcome to request it, and I will provide all relevant documents and screenshots.

Thank you for your assistance in resolving this matter.

From your dearest casino lover,

< full name removed >

Hi

I signed up at Lilibet and have been playing casino there. My account is also been fully verified there. I have deposited money with Mifinity and with BTC. Total 1900 euro I have deposited!

I ordered my first withdrawal of 2000 euros to BTC since Mifinity is no option. The next day I canceled my withdrawal to play some more and I won. Then I order a withdrawal of 5000 euro to BTC.

Lilibet declined my withdrawal and asked me to order the withdrawal to my bank account.

I have never deposited money on Lilibet with my bank account. Only used Mifinity and BTC.

The problem is that my Norwegian bank does not take money from casinos.

I thought the casino site had to pay back with the same method.

Lilibet does not offer withdrawals to Mifinity, but they have options for BTC. So I assume they also can pay me back with BTC!?

Can you please help me with this?

Really hope this can be fixed.

Dear askgamblers

I signed up at Lilibet casino 16th August. I tried casino and sportsbetting there.

The three first deposit I lost. But on my 4 deposit I was lucky and won.

This was on 20th August!

I verified my account and ordered my first withdrawal.

I was in contact with live chat and they told me that they manage my withdrawal within 24h.

This didn't happen and I took contact through live chat support. They told me that they should tell

the finance department to fix it. Nothing happened and I have been in contact with them every day since.

Nothing happens. I have a withdrawal of 3700 euro there.

Can you please contact them for me? Really want this to be fixed.

Hi

I signed up at Lilibet and tried both casino and sports betting.

I have deposited money with Mifinity and with BTC.

I ordered my first withdrawal of 880 euros to BTC since Mifinity is no option.

I verified my account and the withdrawal was paid out to BTC.

Then I deposited some more money. I order a withdrawal of 2400 euros to BTC.

Lilibet declined the payment and took the money back to my account!

They asked me to order a withdrawal from my bank.

The problem is that my Norwegian bank does not take money from casinos.

Lilibet has paid out before to my BTC. The last opposite option was also with BTC. So I assume they have to pay me back to BTC or Mifinity.

Can you please help me with this? Really hope this can be fixed.

I wanted to file a complaint against this casino because on Friday, March 29, I ordered a payment and it should have been accepted on Wednesday, no later than the day of the holiday. I have not been paid, the winnings are gone, and the second payment was ordered on April 1. In total, I have to pay PLN 800. Writing in the chat, they keep screwing up when I ask for them. to contact the payment department, they also do not want to do it even though the statutory time has already passed.

Askgamblers, I am asking you for help in recovering my money. I can't download screenshots from conversations.

I have joined Lilibet few days ago. The website has sports and casino both option and their website looks good. Has many deposit option. I saw good reviews of them then decided to join. I played few and won some money. Then I requested withdraw and my withdraws are pending since January 7th. First they said it can take 3-7 working days. Their support kept replying that they won't seek help from Finance team until 7 working days passed.

Now the 7 working days also passed and they are not processing my withdraw. I mailed them, they said they will contact Finance team and asked me to wait for a response but they are not simply sending me reasons why they didn’t send me withdraw in 11 days and 8 working days. I have total 2000+ USD in pending withdraw. Dear Askgamblers kindly help me out to reach Lilibet proper authority to get my withdraw.

Hello, I wanted to file a complaint against the lilibet casino because I ordered a payment of PLN 500 on the night of 7.08 to 8.08 to this day my withdrawal has not been accepted. It's been 24 hours I'm a vip with them who, according to the chat and of course my vip manager, payouts of winnings are treated as priority. After contacting my manager my payout was supposed to be treated as a priority since yesterday keeps me waiting. All the time they don't want to withdraw my winnings. Please AskGamblers for help in solving this problem. In the attachment I am sending a conversation with my vip manager as well as a conversation with livechat.