RESOLVIDO: reclamação sobre Lilibet.com

Hello,

I played at Lilibet.com and they offered much payments methods on the site (before registering) it was showing that the online casino did accept card payments and bank transfers. After I did register those methods were not possible anymore and the chat rep told me that some methods are not available in certain countries... I also asked about the RTP rates and they said I don't need to worry about that because they use the standard RTP from the providers. I did deposited €355 in total and I played... lost it with mostly dead spins. I clicked on the help of the slot and I found out that the slots RTP of most slots where I can see the RTP is approx. 2% lower then the "original". I contacted them directly and they said to me how I did know the RTP rate because that it's not showing in the help of the slot (some slots RTP is showing and some not). So they also lied to me, then I did some further research about the payment methods because I didn't trust it all... I clicked on the Curaçao eGaming seal and there I did read the following in the disclaimer: "Excluded Territories
Under this license, apart from its own diligence and legalities, the license holder is not authorized to offer its services in the territories of USA, Netherlands, France, Dutch West Indies and Curacao. It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions." I'm from the Netherlands as Dutch resident, so I contacted directly their support for a refund because this is not allowed by their licensee and this needs to be a mistake. I contacted them and they did reply that they are allowed by their licensee to offer me the services? While I read on the official Curaçao eGaming they are not allowed. Please help me, they decline to refund me and Curaçao eGaming don't answer me. I normally never play curaçao licensed casinos, and after this experience I never will anymore.

Hi WhichOne2021,

Sorry to hear about your experience. Please private message me your casino username so we can aks the casino rep to look into your case and also confirm which countries are allowed to register. 

Hi WhichOne2021,

Thank you for sending your account details. The casino has been notified. 

Hi WhichOne2021,

We are still trying to reach the casino rep. Have you heard from them?

No, I heared nothing from them. It's already saying a lot about the trustworthiness of them... :/

We sent them another reminder so let's see if they reply this time. We'll keep you posted. 

Hello WhichOne2021,

We still haven't received a reply from the casino regarding your complaint. We've been sending them reminder emails, but there's no reply yet. We'll keep you updated.

I have got a reply from them....

"Dear ,

We are sending you this email with regards to your questions raised with our Customer Support team.

Please be informed that your request for refund can not be approved.

As previously stated, our decision is final and can not be changed.

Kind regards,
Lilibet Team"

still no answer......

Hello WhichOne2021,

No, we still haven't heard from them. We're going to send them another reminder email.

Yes, they don't reply on my exact questions.

Hello,

I have got in contact again with Lilibet and they are gonna again escalate my case forward to their management... after I said that I would put the live chat transcript at this forum because it's ofcourse ridiculous the answer that I got from Lilibet and how they treat me, because the chat agent told me "the answer is already given" that made me very pissed because I'm waiting for weeks and I got that ridiculous answer as above. It's not clarifying anything that answer and they also ignore you.

What a annoying company is Lilibet... how can you trust a company like that.

Hello WhichOne2021,

Ok, please keep us updated. If we get a reply from them we'll let you know.

Still no reply

Hello WhichOne2021,

We still haven't received a reply from them either. We're going to send them another reminder email. 

Hello WhichOne2021,

We've finally received a reply from the Casino Representative. He says he forwarded this complaint to their Customer Service team and that he would advise us what's going on once he receives all the details. 

We'll keep you updated.

That's nice to hear, let's wait because that is also not the first time they said that to me...

Hello WhichOne2021,

Let's see what's going to happen. We'll keep you updated.

I really don't understand why some Curaçao licensed casinos are violating the rules of Curaçao eGaming, a lot of Curaçao licensed online casinos there you cannot register from the Netherlands which I found out now, just how the license told them to do but LiliBet just violates them and they will probably blame me for it while they accepted a customer which they were not even allowed to do so by their license in the first place... I was just able to select Netherlands from the country list, and I was also able to do that with my Dutch IP.

I really do read the following at the official license seal at Curaçao eGaming of LiliBet: "Excluded Territories
Under this license, apart from its own diligence and legalities, the license holder is not authorized to offer its services in the territories of USA, Netherlands, France, Dutch West Indies and Curacao. It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions."

Quote: "It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services."   -- so not me!

Simple, the transactions are unlawfully accepted and needs to be refunded.

Unfortunately that this complaint needs to go through a forum, I'm normally not like this because I prefer to resolve questions and/or complaints privately by email with the operator but they don't even bother to reply on me unfortunately. They also didn't reply to my other complaints.

Hello WhichOne2021,

We've received a reply from the casino. Here's what they say:

"On the 27th of August, the customer was informed that his request to be refunded was declined and explained that according to our T&C:

2.1.3. 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.

and that this is the final decision of the responsible department. "

We've asked them to revise their decision once again and refund your deposits since the Netherlands is on their registration form and it is not blocked on their site. We'll see what they'll say about this.

Please be careful when you are depositing your money at any casino since you have to read their T&C's carefully to avoid similar issues in the future. 

What LiliBet is saying to you is conflicting with what I do read at their official license Curaçao eGaming, like what I said above.

Yes, I'm never playing again at Curaçao licensed casinos because it's not allowed by Curaçao eGaming and I don't want to have those issues again in the further. Still my other questions that I had to LiliBet are not answered. What LiliBet said to you did they not said to me in that way, they only said to me what I did put here on the forum a couple of days ago.

They also lied to me about the RTP of their slots... it's unfair. They did take my money with lying about the RTP rates, I found out that they are lower then they said to me at the live chat. It's not the standard RTP rate from the slot developer at most slots like they told me at the live chat.

I want my deposits of €355 being refunded.

A quick reply on what LiliBet said to you.

"2.1.3. 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." 

This text is also conflicting with the text that i read at the official license page of LiliBet at Curaçao eGaming: "Excluded Territories
Under this license, apart from its own diligence and legalities, the license holder is not authorized to offer its services in the territories of USA, Netherlands, France, Dutch West Indies and Curacao. It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions."

"It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services."  -- there is Curacao eGaming saying that it is the responsibility of the operator, LiliBet in this case.

And again, what they said to you is not what they said to me like what they are now saying to you they did. They only said to me:

"Dear ,

We are sending you this email with regards to your questions raised with our Customer Support team.

Please be informed that your request for refund can not be approved.

As previously stated, our decision is final and can not be changed.

Kind regards,
Lilibet Team"

Quick summary:

- lying about the RTP rates

- accepting customers from by the license (Curaçao eGaming) prohibited countries, showing at official Curaçao eGaming site with also that it is the responsibility of the license holder (LiliBet in this case) to not operate in those countries.

Hello WhichOne2021,

As I've already mentioned in my post yesterday, we've sent them an email yesterday and asked them to revise their decision about the refund of your deposits. We're still waiting to receive their official reply regarding this. As soon as we hear back from them, we'll let you know.

Hello WhichOne2021,

We've received a reply from Lilibet and here's what they say:

" We do have non-Dutch players living in the Netherlands or even travelling to the Netherlands on a frequent basis, which is why we keep the website available for this region. Plus, it is clear to us that some players do find a way to create accounts on gaming websites like ours, knowing that they will be able to claim their deposit back if they lose it, which, we believe, is also unfair from the operator's perspective."

They also state that their decision regarding your complaint is final and they won't refund your deposit, therefore, there's nothing more we can do to assist you.

Since the casino has made a final decision regarding this case and they have the following term in their T&C's:

"2.1.3. 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."

this complaint will now be closed and marked as resolved.