Lamabet Casino - O jogador enfrenta repetidos atrasos na verificação.

I've passed the KYC process, yet

they persistently demand selfies when I try to make a withdrawal.

I've already submitted them 5 times.

I will not tolerate these delays.

KYCを合格したのに　

出金の際に執拗に　セルフィーを要求してくる

もう5回提出している

遅延行為は許さない

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lamabet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify the amount you are trying to withdraw from the casino? What is your current balance in the casino?
• Could you please forward your most recent selfie not approved by the casino for us to review?
• Could you please share with me your communication with the casino, especially the casino's responses to you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Next time no withdrawal

次は出金されない

It says to authenticate via Skype

The date and time are not decided

Delaying Attacks

Skypeで認証するって言われてる

日時が決まらない

遅延行為

Numerous Kyc video certifications

We all worked together to clear everything, but it was confiscated.

Incomprehensible

No unscrupulous casinos allowed

数多くのKyc ビデオ認証

全て協力してクリアしたのに没収された

意味不明

悪質なカジノは許さない

Approximately 4,000 euros

約4000ユーロ

Thanks for the provided information.

• Which games have you played to accumulate the 4000€ in the casino? (slots, live games)
• Have you accumulated the winnings with the help of bonuses?

I just played money cart slots for 5 euros

money cartスロットを5ユーロでずっとプレイしただけ

Have you played with an active bonus, or promotion?

Yeah

Welcome Deposit Bonus

うん

ウェルカム入金ボーナス

Thank you very much, hirokann0525, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear hirokann0525,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Lamabet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Lamabet Casino,

Could you kindly provide detailed information regarding this case and explain the reasons behind the persistent delays in the player's verification? Additionally, could you clarify why the player is being repeatedly asked to submit the same documents?

Thank you in advance for your response!

Best Regards,

Kubo

It was confiscated!! There's a possibility that it was played by a bot.

Apparently it's also no good saying you don't remember the games you played during phone verification.

I called after telling them that I don't speak English and that I play a lot of casino games.

没収された！！botがプレイして可能性があるって

電話認証の時にプレイしたゲーム覚えてないって言った事も駄目らしい

英語できない事とたくさんのカジノプレイしてる事伝えてから電話したのに

Lawyers and the court are intervening

弁護士と裁判所が仲介に入ってます

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear CasinoGuru,

Thank you for informing us about the complaint.

The fact is that we needed a little more time to check the game activity and the client's documents, because we take responsibility for fair play and client accounts.

The client registered on our website and won a good amount. After that, he started to verify his account and yes, we requested a selfie from him, it was rejected because it was incorrect, but later the client uploaded a correct selfie and we accepted it.

We also contacted the game provider to check the client's activity and the game provider informed us that the client was using a bot during the game and not playing on his own.

Taking this detail into account, we agreed with the client to conduct a video verification, the client agreed and during the video verification, he could not name the game he was playing (it is important to note that the customer played only one game). Also above, the customer indicated that he played Money Cart, but this is not true, he did not play this game at all.

Taking into account all the data we received, we confiscated the customer's winnings and asked for his details to return the amount of his deposit, but the customer refused.

If you have any additional questions, we will be happy to answer them.

Best regards,

LamaBet Casino Team

We also contacted the game provider to check our client's activity, and the game provider told us that our client was using bots during the game and was not playing alone.

Incomprehensible

Not used at all

Taking this detail into consideration, we agreed to do a video verification with our client, which he agreed to. During the video verification, our client was not able to say the name of the game he was playing (it is important to note that the customer only played one game). Also, above, the customer states that he played Money Cart, which is not true and he did not play this game at all.

Before the call, I told them that I couldn't speak any English. You called after accepting that.

I also explained that I was unclear about what I was doing as it had been three weeks and I was playing at many other casinos.

Don't just take the good parts

また、ゲームプロバイダーに連絡してクライアントのアクティビティを確認したところ、ゲームプロバイダーからは、クライアントがゲーム中にボットを使用しており、単独でプレイしていないとの連絡がありました

意味不明

一切使ってない

この詳細を考慮して、私たちはクライアントとビデオ検証を行うことに合意し、クライアントも同意しました。ビデオ検証中、クライアントは自分がプレイしていたゲームの名前を言うことができませんでした（顧客がプレイしたのは 1 つのゲームのみであったことに留意することが重要です）。また、上記で、顧客は Money Cart をプレイしたと述べていますが、これは事実ではなく、このゲームをまったくプレイしていませんでした。

通話する前に英語が全く喋れない事を私は言いました。それを了承した上であなた方は電話をかけて来ました。

またプレイ内容については３週間経過してることや、他にもたくさんのカジノをプレイしてるため曖昧だと説明を行いました。

都合の良い部分だけ抜き取らないでください

Dear Lamabet Casino,

Thank you for your clarification.

Could you please provide further details regarding this case, specifically the official statement from the game provider outlining the alleged use of a bot during gameplay? Additionally, if possible, I would appreciate a recording of the verification call to substantiate your claims regarding the non-integrity of the player's responses.

You may send the relevant evidence to my email address at jakub.m@casino.guru.

Thank you for your cooperation. I look forward to your response.

Hello,

We have sent all the details we have as you requested. 

If you have any additional questions, we will be happy to answer them.

Best regards,

LamaBet Casino Team

Dear Lamabet Casino,

Thank you for your message and your cooperation throughout this case.

Dear hirokann0525,

I regret to inform you that the outcome of your complaint is not in your favor. Based on the evidence and arguments presented by the casino, it has been determined that a satisfactory resolution is not feasible in this instance.

The verification call is a crucial part of the casino’s account verification process, designed to confirm a player's identity and account ownership. During this call, players are required to provide specific information to ensure that the account is being used by its rightful owner.

All players agree to the casino’s Terms & Conditions when registering, which include a commitment to use the account personally and not allow third-party access. If a player cannot correctly answer basic questions about their identity or account during the verification call, it raises valid concerns about potential third-party involvement. Such involvement constitutes a serious breach of the casino’s Terms & Conditions.

Unfortunately, these considerations are sufficient to justify the casino’s decision and reject this complaint as unjustified.

It is important to note that online casinos typically do not refund deposits when an account verification fails. However, in this case, Lamabet Casino made an exception and offered to reimburse your deposit, demonstrating goodwill in an effort to resolve the situation. Unfortunately, you declined to provide the necessary details to proceed with this refund.

While this outcome may not be what you had hoped for, I encourage you to reconsider providing the requested information so that you may claim the refund - an offer that is both rare and generous.

Thank you again for your understanding and cooperation throughout this process. If you encounter further issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center - we’re here to assist you.

Best Regards,

Kubo