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 >
