i made deposit and won 2275 and cashed out the next day i logged in to see progress my money was still pending while account was already verified so i cotacted livechat she told me that i should cancel the withdrawal because i exerded the max per day wich was 2000€ .so i did that and asked her how long it would take to process she said minimum of 4 days because they dont proces in weekends.due frustration i cancelled it and played all away .this are predator tricks to not pay your winnings and they hope you lose it again.while playing there were many errors in the game multiple times my  good bets got rejected .after complaining they told me this would be investigated and from then i get only emails that it is under investigation for 13 days now and yesterday i noticed they closed my account with out  notifying.i have attached some pictures .in one picture you see my bet when the 20 cane out with 144€ missing bet and the other picture after the 33 i predicted the 17 would come out and tried to bet the neighbours but was unable to bet after trying one more time the bet got accepted and milli seconds after ball landed in the 6 my bets got rejected again and lost 18 euro bet on the six 648€

missing wins.if you look at the picture you will see the ball in the pocket.after looking at their license they are not allowed to take players from the netherlands.i claimed my deposits back .

Dear Halil,

Thank you for submitting your complaint. And I am sorry for your troubles. I would like to ask you a few questions to fully understand this case. Did you claim any bonuses? If yes, could you please specify which bonus it was? Also, did you successfully pass the casino verification process (KYC)?

If you sent them an e-email, I would suggest checking your e-mail inbox including the spam folder, as casino e-mails can sometimes end up there. Thank you in advance for your reply.

Best regards,

Satrio

HelloSatiro,first of all thank you for opening this complain.about the bonusses ,i never take bonusses i always play own money.prior to deposit at the casino i sent them my documents .and cleared verified.if you want more info i would be glad to provide you with it.

thanks again

dear Satiro i have received an email from curacao egaiming  and state that the casino has started an internal proces to refund my deposits according to the license my country is restricted.can we put this complain at hold and wait for the casino to reply.

thanks

Hi Halil,

Thanks for the feedback. And yes, please keep me updated with an outcome from the Curacao eGaming.

Best regards

will do thanks!

still no response ,i have sent them an email why it is taking so long and got  the same answer back @we will contact you with in 10 days "

i will give them more 5 days.

Hi Satiro,can you provide me here your email adres?i want to send you some emails.thanks

Hi Satiro,you can open this complain i dont think this guys are doing anything good.it is just delaying the issue what they up to.

Hi Halil,

Apologies for the delay. Yes, please send them to [email protected]. Thank you.

Regards,

i have sent you the emails.did you recieve them?

Dear Halil,

Thank you for the update. Yes I have received them and also I have contacted the casino regarding your issue. Hopefully, they will get back to us soon.

Best regards,

thank you for opening the complain.lets see what happens.

i knew that they were just delaying the issue .this is not good because they have sent an email 20 days ago to their licensee to solve the issue.

Dear Satrio,

Thanks a lot for creating this case and bring it to our attention.

Even though our casino uses the best software and payment providers, we do rarely receive complains about their gaming experience on a specific game. Our games are provided by third party suppliers  who are responsible for both the acceptance of the bets as well as the settlement of them. All our software providers are licensed by the gaming authorities and are being monitored and audited regularly. They are all of high reputation and standards and are used by a large number of other operators. Obviously, there is no way on our end to influence the outcome of a stake/bet.

We are sorry that on rare occasions some customers might have a poor experience due to a number of reasons that are out of our control (poor connection, error on the providers or customer's end etc.). We are committed to offer a fair, safe and fun environment to our customers to enjoy their experience, however, we can not credit winnings for stakes that were never accepted from the software provider. 

Furthermore, we are committed to fully comply with the gaming authorities that provide us with our license. According to our T&Cs: "The customer has the responsibility to ensure that the customer complies with all laws in any jurisdiction (including age restrictions) that apply to the customer’s use of the Website. If the customer lives in a country where gambling is prohibited the customer must neither register with Lilibet nor attempt to use Lilibet’s Website. Gambling may be illegal in the jurisdiction in which the customer is located and, if so, the customer is not authorized to use the services of Lilibet." If a customer breaks our site's T&Cs, we make sure that the account is closed and further action is taken based on the processes that the gaming authority has in place. In case there is an outstanding balance in the customer's account, the funds are returned to the customer. However, each case is unique and our Legal team is looking at it on an individual basis.

According to EU regulation, we are not allowed to share any customer specific information publicly. 

We remain at your disposal for any additional clarification that might be needed.

Kind regards,

The Lilibet team.

so and what does this mean?

Satrio can you please translate this in simply human language thanks.

so and what does this mean?

Satrio can you please translate this in simply human language thanks.

i would like to have an update .i want to know how my issue is going so far in case i have to take further steps.i will not tolarate that when every time  i play in curacao casino i have problems.the curacao gaming authorothy must demand responsible tools to the player .and every site must put in their restricted countrys list the netherlands as restricted since the license restricts it.some how for a good reason .i will ask the dutch commission to look into this.i never registered on a curacao licensed casino prior to ask the support about country restriction .most of them just tell the truth and i respect that bit the others just lie and hope you lose .i have nothing against verifying the acount but the casino should offer tools to protect the money incase the verify and payout can go to 7 days .if they want to pay.i find this kind of scam.

playing in a curacao licensed casino is useless .they dont care about responsible gaming ,about restrictions.they hope you deposit and lose and if you manege to win they will stall your money up to 7 days or never pay you.for me this is a huge scam and should be punished.

this issue with lilibet is now going on for 40 days.where are my deposits i want it back!

they finally payed back my deposits minus 400 they just paid 1400 wich is oke with me i respect that.unfortunatly yesterday i lost 4700 wich i opened a new complain here.

thanks for your effort and you can close it and please give them a higher rating they diserve this .admitting and reaction that there was an issue .

thanks again.

Thank you so much Halil for your confirmation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks both sides for cooperation and Halil, please, don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,