Dear Casino Guru Team,

I hereby file a complaint against Lapilanders Casino, operated by LCS Limited.

I have a documented gambling addiction and have self-excluded from several casinos within the same group, including BonusBet, BetnFlix, SonsOfSlots, and OneStep.

Nevertheless, I was able to open another gaming account at Lapilanders, make deposits, and continue playing.

The support communication on all of the platforms mentioned is almost identical in terms of content and structure, which clearly indicates joint management and technical networking of the brands.

The fact that my self-exclusion was not respected group-wide represents a serious breach of the duty to protect players.

I therefore request a refund of my deposits from Lapilanders in the amount of €615.

Evidence is available and will be provided if necessary.

Sehr geehrtes Casino Guru Team,

ich reiche hiermit eine Beschwerde gegen Lapilanders Casino, betrieben von L.C.S. Limited, ein.

Ich bin dokumentiert glücksspielsüchtig und hatte mich bei mehreren Casinos derselben Unternehmensgruppe – darunter BonusBet, BetnFlix, SonsOfSlots, OneStep – selbst ausgeschlossen.

Dennoch konnte ich bei Lapilanders ein weiteres Spielkonto er?ffnen, Einzahlungen t?tigen und weiterspielen.

Die Kommunikation des Supports bei allen genannten Plattformen ist inhaltlich und strukturell nahezu identisch, was eindeutig auf eine gemeinsame Verwaltung und technische Vernetzung der Marken hinweist.

Dass meine Selbstsperre nicht konzernweit beachtet wurde, stellt einen erheblichen Versto? gegen die Pflicht zum Spielerschutz dar.

Ich fordere daher die Rückerstattung meiner Einzahlungen bei Lapilanders in H?he von €?615,-.

Beweismaterial liegt vor und wird bei Bedarf übermittelt.

Dear x4wsccrkcd,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support via live chat after you learned your self-exclusion didn't extend to creating a new account?
• Could you please share your self-exclusion requests with me? Please share the information with my email at [email protected] along with other evidence.
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently opened, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Lapilanders Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

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

Best regards,

Tomas

Dear x4wsccrkcd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
www.kpvfaw.com