Lamabet Casino - A conta do jogador foi encerrada após uma tentativa de retirada.

I made two deposits of 50€.

I won up to 1,700€ on the slot machines.

Then I proceeded to make a withdrawal, and that's when the nightmare began. For three days, I submitted numerous documents that were constantly rejected.

Finally, they verified my account with a certificate from my bank that I had to pay for.

To my surprise... they blocked my account and made a transfer of only 100€. It's outrageous and shameful.

I am desperate, they have made a fool of me and taken me around in circles as much as they wanted.

Please, I am asking for your help. I can prove it with emails and screenshots.

Realizó dos depósitos de 50€ .

Ganó en tragaperras hasta 1.700€ .

Procedo a realizar el retiro y empieza la pesadilla. Aporto durante tres días numerosos documentos que siempre rechazan.

Finalmente verifican con un certificado de mi banco que tengo que pagar.

Cual esmi sorpresa...me bloquean la cuenta y hacen una transferencia de 100 € .Indignante y vergonzoso.

Estoy desesperado , se han reído de mí..me ha mareado todo lo que han querido.

Ruego me ayuden por favor. Puedo acreditarlo con los correos electrónicos y capturas de oantalla

Dear Curritokira,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you accumulated your winnings with or without an active bonus?

Please forward me the email you received from the casino after your account was blocked and only your deposits refunded at veronika.l@casino.guru.

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

Best regards

Veronika

I did not use the bonuses. I played with real money, in fact it was listed as withdrawable. Apparently this is a common practice of the casino. Today I received an email informing me that the account has been closed. It is regrettable.

I am sending you all the evidence privately where what I say is proven and your bad practices are evident.

No hice uso de los bonos . Jugué con dinero real, es más figuraba como retirable. Por lo que se ve es una práctica habitual del casino. Hoy he recibido un correo donde me comunican el cierre de la cuenta. Es lamentable.

Le envío todas las evidencias por privado donde se acredita lo que digo y quedan patente sus malas prácticas

I already sent you the emails

Ya le envié los correos

I don't have a VPN. I don't know what it is.

No tengo VPN. No sé qué es

I don't have a VPN. I don't know what it is.

No tengo VPN. No sé lo que es

Thank you for providing me with the emails. Has the casino blocked your account, or did you request your account to be closed?

Also, has the casino explained why your winnings were confiscated? Were you accused of breaching any Terms and conditions?

The casino blocked it and then closed it.

As you can see in the emails, after making a withdrawal they tell me that my money is safe but the account needs to be verified. When I manage to verify the account they tell me that I have breached the terms and conditions. They refund me €100, block my account and end up closing it. These are the facts as I tell you. Thank you for your help but given the shady and indecent way of acting I doubt I will get my money back.

El casino la bloqueó y después la cerró

Cómo puede ver en los correos, tras hacer retiro me dicen que mi dinero está a salvo pero hay que verificar la cuenta. Cuando consigo verificar la cuenta me dicen que he incumplido los términos y condiciones. Me hacen reembolso de 100 € ,me bloquean la cuenta y acaban cerrándola. Esos son lo hechos tal cual se los cuento. Gracias por su ayuda pero dada la manera de actuar tan turbia e indecente dudo que recupere mi dinero.

What is the point of requesting to close my account with a balance of 1700 euros that they do not give me?

Qué sentido tiene solicitar cerrar mi cuenta con 1700 euros de saldo que no me dan .

Will you be able to help me?

Va a poder ayudarme?

Thank you very much, Curritokira, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Curritokira for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lamabet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Peter!

Thank you for your appeal and for bringing this situation to our attention. We want to provide an official clarification on this matter.

Our casino is committed to the highest standards of legal compliance and internal policies, including those related to the use of our service. One of the key aspects of these policies is the restricted countries policy. According to our Terms and Conditions, which are available on our official website, Spain is one of the countries where our casino services are prohibited.

The continuation of the section "4. Restricted Use" of our Terms and Conditions clearly states that players from prohibited countries are not allowed to register, place bets, make deposits, or withdraw winnings. In addition, we cannot guarantee the successful processing of withdrawal requests or refunds of winnings in case of violation of this policy. The company also reserves the right not to process winnings or refunds in situations where this policy has been violated.

In this regard, the player's account was closed as a violation of these terms was detected. At the same time, we have refunded the deposit that the player made at our casino. We consider this an important step to ensure a fair approach to resolving the situation.

We understand that this situation can be frustrating, but compliance with the rules is a mandatory condition for all users, which was accepted by the player during registration. Our company always strives to ensure transparency in its processes and actions, so all the necessary information about the banned countries is publicly available.

We also sincerely regret that this incident caused any misunderstanding or inconvenience. Our communications always aim to convey important aspects of our policy as clearly as possible, and we are ready to provide additional clarification or information if necessary.

We greatly appreciate your understanding and support in ensuring compliance with the rules that are essential to the proper operation of our platform. Should you have any further questions, please do not hesitate to contact us and we will be happy to assist you.

Best regards,

LamaBet Casino

Thank you for the update Lamabet Casino representative. I want to clarify if the restrictions are put in place through software means and the player went around this somehow or is it on each player to check your terms and conditions before registering? According to our Fair Gambling Codex we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to cancel the player’s legitimate winnings later. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. I hope we will be able to come to a compromise in this matter. Thank you in advance for your reconsideration!

It is totally embarrassing. The casino never loses this way. Despite operating illegally in Spain, if you lose you lose your money and if you win, you lose your money too.

I don't understand the high rating of the casino. Honestly....

Es totalmente bochornoso. El casino de esta manera nunca pierde. A pesar de operar ilegalmente en España si pierdes te quedas sin el dinero y si ganas también.

No entiendo la puntuación tan alta del casino. Sinceramente....

think the casino is not going to give me my money . If so, is there anything else we can do? It's totally outrageous, what was supposed to be something fun has turned into a nightmare. Will you take action? I really appreciate your help. It's very important for me to have your support.

Dear Curritokira,

After a thorough review of your account details and verification process, we identified activity originating from a restricted country, specifically Spain.

As per our Terms and Conditions, which you accepted during registration, we would like to draw your attention to the following clauses:

4. Restricted Use

"4.1.3. If you are a resident of one of the following countries, or accessing the Website from one of the following countries: Spain;"

This means that residents or players accessing our services from Spain are not permitted to use our platform.

5. Registration

"5.2. Before using the Service, you must personally complete the registration form and read and accept these Terms. In order to start betting on the Service or withdraw your winnings, we may require you to become a verified Customer which includes passing certain checks."

During the verification process, it was confirmed that your account violates these terms.

As a result:

• Your account has been permanently closed.
• All deposits have been refunded to your payment method.
• Any winnings have been voided as the activity occurred in breach of our rules and Terms of Use.

Unfortunately, as your access violated the platform’s restricted use policy, winnings cannot be returned. We have acted in full compliance with the Terms and Conditions you agreed to upon registration.

Should you have any further questions regarding this matter, please feel free to reach out.

Thank you for your understanding.

Best regards,

LamaBet Casino.

It doesn't say anything new...

It is clear that you operate in Spain illegally. You do not comply with any of the rules of the game in Spain.

They allow you to deposit easily without verifying anything but when you want to withdraw it becomes an odyssey.

They do not have software to detect restricted countries but they allow players from those countries to deposit and lose their money. If they win and claim, they get back what they deposited but confiscate their winnings... that is, they always win.

In conclusion: your casino is indecent. I hope you take the measures you deserve.

No dice nada nuevo...

Queda patente que ustedes operan en España de forma ilegal. No cumplen absolutamente nada de las reglas de juego de España

Permiten depositar fácilmente sin verificar nada pero cuando quieres retirar se con convierte en una odisea.

No poseen software para detectar pais restringido pero permiten que los jugadores de esos países depositen y pierdan su dinero. Si ganan y reclaman les devuelven lo que depositaron pero confiscan sus ganancias ....es decir siempre ganan.

En conclusión: su casino es indecente . Espero tomen las medidas que se merecen

I'm afraid that the arrogance of this casino prevents it from respecting both the players and the agents and recommendations of casino guru

Me Temo que la arrogancia de este casino impide respetar tanto a los jugadores como a los agentes y recomendaciones de casino gurú

Thanks to the both parties for the update.

Dear Lamabet Casino representative, as I mentioned in my previous response, we consider your actions to be against our Fair Gambling Codex. Whenever someone from a restricted country registers, you allow them to create an account, but only let them know about the restriction when they want to make a withdrawal. As long as a player is losing, the casino is OK with it, but as soon as the player wins and wants to withdraw money, you use the 'restricted countries' rule to decline the withdrawal and block the player's account.

This is, of course, extremely unfair, as players might register without knowing about the restrictions, and the casino is taking advantage of their mistake. While you have this information in your terms and conditions it should be implemented on the software level to prevent situations like these. There are other casinos who were able to do this themselves or after our recommendation so it is not impossible. Due to that reason, we will close this complaint as 'unresolved'.

Dear Curritokira,  I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Lamabet Casino. We received the following message:

Dear Curritokira and Peter,

Thank you for allowing us the opportunity to review this situation in detail and provide feedback. Please be assured that fairness, transparency, and the satisfaction of our players are our top priorities.

We sincerely regret that this issue with your account caused inconvenience. Allow us to clarify several key points regarding our actions:

Our platform strictly adheres to international regulations regarding restricted territories. Unfortunately, Spain is one of the countries where we cannot legally provide services. However, we acknowledge that access to the site from restricted geolocations was technically possible. We are currently working diligently to address and resolve this issue.

During your registration, we identified that player's account was created using a VPN, which made it challenging to determine your actual location. This was a crucial factor in our review of the situation.

After re-evaluating your case and consulting with all relevant departments, we have found a resolution in your favor. The winnings in question have been restored, and the refund process has been completed. We hope this resolution meets your expectations.

We also extend our gratitude to the forum manager for bringing attention to this matter. However, given the importance of maintaining our casino's reputation and adhering to our terms and conditions, we could not leave the complaint unresolved without providing further clarification.

We continue to work on improving our processes and highly value your trust. Should you have any additional questions or feedback, please do not hesitate to reach out.

Best regards,

LamaBet Casino Support Representative.

Dear Curritokira, let us know if you received your winnings and if your issue is resolved successfully. Thank you in advance!

I have received the money but the VPN thing is completely false. If it had been so, I am completely sure that they would not have given me my earnings.

He recibido el dinero pero lo de la VPN es completamente falso . De haber sido así estoy completamente seguro que no me hubieran dado mis ganacias

I'm also sure that if he hadn't done anything, they wouldn't have given it to him either. They did it for their own interest.

También estoy seguro que si no hubiera hecho nada tampoco .e lo hubieran dado. LO han hecho por su propio interés

Dear Curritokira,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter