Larabet Casino - La cuenta del jugador ha sido cerrada después de una solicitud de autoexclusión.

Hello

I wrote the first email to Larabet asking for self-exclusion on March 29th, stating that my reason was gambling addiction. There was no response. So I sent the same emails again the next few days, also no response. In live mode, I was told I could only request self-exclusion via email. After that, I was simply kicked out of the chat. I've sent at least 10 or 12 emails since March 29th, and all of them were ignored. Since then, I've deposited another 150 euros. I have a screenshot of that. The last 20 euros were today. I couldn't take a screenshot then. Then I wrote a comment here in the discussion on Allyspin. This is because Allyspin and Larabet are the same provider, but I couldn't find Larabet here. I had the same problem with Allyspin, which you helped me solve. Strangely enough, after I wrote here, my Larabet account was closed shortly afterwards. Nevertheless, they let me continue depositing even though I wrote to them so many times that I wanted to close my account due to gambling addiction. That's not right.

Hallo

Ich hab am 29.3 die erste Email für Selbstausschuss an Larabet geschrieben, den Grund dafür gab ich an wegen Spielsucht. Es kam keine Reaktion. Also an den nächsten tagen nochmal die gleiche Emails gesendet. Auch keine reaktion. Im live sagte man mir den selbstausschuss könne ich nur per email beantragen. Daraufhin wurde ich einfach aus dem chat geworfen. Ich habe seit dem 29.3 bestimmt 10 oder 12 emails gesendet, alle wurden ignoriert. Seit dem habe ich bis heute nochmals 150 Euro eingezahlt. Davon hab ich screenshot Die letzten 20 euro waren heute. Da konnte ich kein screenshot machen Dann habe ich hier in der Diskussion bei Allyspin ein kommentar geschrieben. Weil Allyspin und Larabet der gleiche Anbieter ist, aber ich hier das Larabet nicht finden konnte. Bei allyspin hatte ich das gleiche problem, hatte ich über euch lösen können. Nachdem ich dann hier geschrieben habe, wurde komischerweise kurz darauf mein konto bei larabet geschlossen. Trotzdem haben sie mich noch weiter einzahlen lassen obwohl ich ihnen so oft geschrieben habe das ich mein konto wegen spielsucht schließen möchte. Das ist doch nicht in ordnung

Dear Gretche70,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you've been experiencing. To better understand the situation and assist you effectively, could you please provide us with more information by answering the following questions:

• Could you confirm if you received any confirmation emails regarding your self-exclusion request?
• Do you have more copies or screenshots of the emails you sent requesting self-exclusion? If so, please forward them to me at [email protected].
• Have you received any communication from Larabet after your account was closed?

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

Hello

I've just sent all the screenshots to the email address. Thanks for your help.

Hallo

Ich habe eben alle Screenshot an die email gesendet. Danke für eure hilfe

Hello

I'm still getting ads from Larabet and tried logging in again. They simply reopened my account.

Hallo

Ich bekomme immer noch Werbung von Larabet und hab mich nochmal versucht einzuloggen. Sie haben mein Konto einfach wieder geöffnet.

Thank you very much, Gretche70, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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 Gretche70, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Larabet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Hello Matej, I'm very curious to see if this casino will even take a position on this.

Hallo Matej, da bin ich sehr gespannt ob dieses Casino überhaupt stellung dazu nimmt.

A reputable casino would have responded to this long ago. As you can see, the casino refuses to respond here as well. And my account is still open.

Ein seriöses Casino hätte schon längst darauf geantwortet. Wie ihr seht weigert sich das Casino auch hier zu antworten. Und mein Konto ist immer noch offen

I Have messaged our contact within the casino, in hopes of speeding up the resolution of this complaint.

Do you have contact with this casino?

Ihr habt Kontakt zu diesem Casino?

Dear Gretche70,

We are deeply sorry to hear about your situation and frustration.

We would kindly like to inform you, that your account has been closed.

After reviewing the communication, we were unable to find any Emails with your closure request.

In order to review your refund request, we would like to ask you to provide us with screenshots of your send email to Larabet, which states your closure request. Pease have in mind that all information must be visible ( Senders Email adress, receivers email adress, date, time, full email content)

Thank you in advance for your cooperation.

Kind regards,

Larabet Casino Team

that was my 1st email

das war meine 1. Email

You can't find my emails???? When I first wrote this email, I clicked on the responsible gaming link on the Larabet website and copied the email address from there. I do that at every casino. And now you've suddenly changed the email address???? Because I just went to your website, and there's a completely different email address. Why was it suddenly changed? Even when I clicked on the customer service link from your email with bonus offers, the email was still there. and now all of a sudden ??????????

Ihr findet meine emails nicht???? Als ich das erste mal diese email schrieb,bin ich auf der seite von Larabet auf den link verantwortliches spielen gegangen, hab mir von dort die email adresse kopiert. So mache ich es in jedem casino. Und jetzt habt ihr auf einmal die email adresse geändert???? Denn ich bin eben auf eure seite gegangen und da steht eine ganz andere email. Warum wurde sie auf einmal geändert? Selbst auf ich auf den link kundendienst damals von eurer email mit bonus angebote ging stand die email [email protected] und jetzt auf einmal [email protected]? ??????????

I even sent you a screenshot of my email in the live chat on April 3, 2025. And what happened? The live chat was simply closed by your side.

Selbst im Live Chat habe ich am 3.4.25 nochmal den Screenshot von meiner email an euch gesendet. Und was passierte? Der live chat wurde einfach geschlossen, von eurer seite

Our casino review has been updated on 3rd March, and by that time site was still using [email protected] as their contact address.

Larabet Casino Team, could you please double-check your system?

Dear Gretche70, did you receive any response from the casino, or did you send more requests after the 29th March?

No, I haven't received a single response from this casino to this day. And yes, I have forwarded the emails to larabet over and over again. I sent all of these emails to Veronika. I even sent a screenshot of the content of my emails in the live chat, but no one was interested. They'll obviously talk their way out of it because I wrote to larabet.com and they now have a different email address. But I've been to different sites, and everywhere it says They just updated the email address. And I'll never believe them when they say they haven't found any emails from me. I've deposited another €150 since March 29th, and I took a screenshot of it. And it's strange that they closed my account when I wrote here, and then it was open again a few days later?

Nein ich habe bis heute noch keine einzige Antwort von diesem casino erhalten. Und ja ich habe die email immer und immer wieder an larabet weiter geleitet. Diese emails habe ich alle an veronika gesendet. Selbst im Live chat habe ich ein screenshot mit dem inhalt meiner emails gesendet, hat niemanden intressiert. Sie werden sich natürlich raus reden weil ich an larabet.com geschrieben habe und sie jetzt eine andere email besitzen. Aber ich war eben auf verschiedenen seiten, und überall steht [email protected]. sie haben die email jetzt erst erneuert. Und ich glaube ihnen niemals das sie keine emails von mir finden. Ich habe seit dem 29.3 nochmals 150 euro eingezahlt, davon habe ich mir auch ein screenshot gemacht. Und komisch das sie mein konto schließen als ich hier geschrieben habe und ein paar tage war es schon wieder offen?

Dear Gretche70,

Thank you for the provided Screenshot and information.

We are deeply sorry for the inconvenience.

We would like to kindly ask you to provide us with the ticket ID of your first Email for the closure request.

We thank you in advance for your understanding and cooperation.

Kind regards,

Larabet Casino Team

Hello

A ticket ID?????? I've never received anything like this before, no matter which email I've sent you. Do you really think that the emails I've sent you are fake?????? The only thing I've ever received from you are advertising emails for bonus offers, NOTHING else. Do you really want to keep me waiting here even though I've saved all the emails I've sent???? You take days to reply here, saying you can't find any emails from me. Then I see that you've changed your email address and you can't even say anything about it???? I haven't received a ticket ID or any other reply from you. I was in the live chat on April 3rd, I sent that conversation too and you don't even want to see that????

Hallo

Eine Ticket ID ?????? Ich habe so etwas noch nie bekommen, egal welche Email ich euch gesendet habe. Meinen Sie wirklich das meine Emails die ich euch gesendet habe fake sind?????? Das einzige was ich von euch jemals bekommen habe, sind Werbungsemails für Bonusangebote, sonst NICHTS. Wollt ihr mich wirklich hier hinhalten obwohl ich all die Emails die ich gesendet habe alle gespeichert habe????? Ihr lässt euch tage lang zeit um hier zu antworten, sagt ihr würdet keine emails von mir finden. Dann sehe ich das ihr eure email adresse geändert habt und könnt nicht mal was dazu sagen???? Ich habe weder ein ticket id noch sonst irgendwelche Antwort von euch bekommen. Ich war am 3.4 im live chat, diesen verlauf habe ich auch gesendet und nicht mal das wollt ihr sehen????

Why is nothing happening here anymore?

Warum passiert hier nun nichts mehr?

Why is nothing happening here anymore????

Warum passiert hier nichts mehr????

Dear Gretche70,

We would kindly like to apologize for the delay. Please be assured that we are working on your case.

Unfortunately you did not provide us with the ticket ID of your first emails closure request, you can find the ID on the bottom of your send email.

We would kindly ask you to provide us the ID in order for us to further investigate the case.

Thank you for your cooperation.

Kind regards,

Larabet Casino Team

Dear Larabet Casino Team, could you please let us know when did you change the e-mail address?

Dear Matej,

We would kindly like to inform you that our Email Address for the support never changed and was always [email protected] .

This information was always visible on our website.

Dear Gretche70,

We would kindly ask you to provide us with the Email ID to further investigate your case, as described in our last answer.

Thank you for your cooperation

Kind regards,

Larabet Casino Team

There is no ID ticket in the email I sent, I have no idea what you mean by that.

auf meiner email die ich gesendet habe gibt es kein id ticket, ich weiß überhaupt nicht was ihr damit meint.

And where am I supposed to send my ID? Here? And of course, you've changed your email address; there's a completely different one on your site now.

Und wo bitte soll ich meinen Ausweis hin senden? Hier? Und natürlich habt ihr eure email geändert,auf eurer seite steht jetzt eine ganz andere

It's really strange that this email address is listed on every website online, and it was the same on yours. And you say you've never changed your address????

es ist schon sehr komisch das auf allen seiten im internet dieser email kontakt steht, und genauso hat es auch auf eurer seite gestanden. Und ihr sagt das ihr eure adresse nie geändert habt?????

Dear Gretche70, the casino is asking for the reference number assigned to the case. When the automated system receives the message from a player, it creates a ticket with specific ID number, and sends this number as an automated response to the sender (in this case yourself) so you have it for the future reference. Could you check your spam box and received e-mails box to see if you ever received such a message, and let us know what ID number has been assigned to your case?

Dear Larabet Casino Team, just a few days ago I have myself been on your website, and the support e-mail was everywhere stated as [email protected]. This also brings to the question how reliable is the messaging system, if the mailing address keeps changing.

Hello Matej

Now I know what I mean, because I just wrote to the new email address from larabet, and I got the automatic ID or whatever it's called. But I've never received anything like that in all the emails I've sent to larabet, never.

I have now sent the changed email all my emails that I sent to because of self-rejection. I also sent my ID, which the casino requested above. I can't understand why the casino claims it hasn't changed the email address. Look all over the internet; everywhere you read , and that's exactly what it said on their website. Only in the casino now is the email And they claim they haven't changed anything? You can't find my emails? You want an ID that I never received? It's clear to me that this casino just wants to block this topic and stall me.

Hallo Matej

Ich weiß nun was gemeint ist, denn ich habe eben an die neue email von larabet geschrieben, und da kam die automatische id oder wie sich das nennt. Nur habe ich niemals von all den emails die ich an larabet gesendet habe, so etwas bekommen, niemals.

Ich habe nun an die geänderte email [email protected] meine ganzen emails gesendet die ich an [email protected] wegen selbstausschuss gesendet habe. Auch habe ich meinen Ausweis mit gesendet, den das Casino oben verlangte. Ich kann nicht nachvollziehen warum das Casino behauptet die email nicht geändert zu haben. Schaut mal im ganzen internet nach, überall ließt man [email protected], und genauso stand es auch auf ihrer seite. Nur in dem casino steht jetzt die email [email protected] und sie behaupten nicht geändert zu haben? Sie finden meine emails nicht? Sie möchten eine id die ich niemals bekommen habe? Für mich ist klar das dieses casino dieses thema nur blockieren und mich hinhalten möchte.

I don't believe that now, now it says again ?????????

ich glaube das jetzt nicht, jetzt steht wieder [email protected]? ?????????

Dear Matej,

Thank you for your message. Could you please clarify where did you find :[email protected] as support email on our website?

Dear Gretche70,

Thank you for your screenshots, however could you clarify what difference you see on them? As i can see on both screenshots it says the Email support address as also mentioned before : [email protected]

Kind regards,

Larabet Casino Team

You don't see the difference???? When I submitted this complaint, the support address was on your site That's why I wrote that you had changed your email address. And now it says You say you can't find my emails? I've sent them all to sent, which I've already shown you. Why are you dragging your feet on this matter???? You want my ID? Where should I send it????

Sie sehen den Unterschied nicht???? Als ich diese Beschwerde einreichte stand auf eurer Seite die support adresse [email protected] deswegen hatte ich auch geschrieben das ihr die email adresse geändert habt. Und nun steht wieder [email protected] Sie sagen sie finden meine emails nicht? Ich habe sie alle an [email protected] gesendet, was ich euch auch schon gezeigt habe. Warum zögert ihr diesen fall raus???? Sie möchten einen Ausweis von mir? Wo soll ich den bitte hin schicken????

Dear Gretche70, some time ago you have said this:

I even sent a screenshot of the content of my emails in the live chat, but no one was interested.

Do you have screenshots of that conversation, by chance, that you could send to us? Or do you at least remember the date when this conversation happened, so I can ask the casino to send me the transcript, please?

Dear Larabet Casino Team, the e-mail was used in every place as the new one is now. In Responsible gambling page, Terms & Conditions, Contact details and the bottom of the main page. Everywhere where it now properly states your original support e-mail address.

The conversation was on April 3rd. I sent a screenshot of my email in this chat. Unfortunately, this screenshot cannot be viewed in the chat history.

das gespräch war am 3.4 ich habe in diesem chat ein screenshot meiner email gesendet, diesen screenshot kann man im chatverlauf leider nicht einsehen

I had sent an email on 5.5 to I sent an email because I thought Larabet had this new email address. I resent all the emails with my self-exclusion request that I sent to Larabet starting on March 29. I also sent my ID. They say they can't find anything in their casino with my name and email address.

I thought, only I am still with I asked again who I was writing to, but they only responded with customer service from Betwarts, but this casino doesn't exist online. When asked if they have anything to do with Larabet, they somehow didn't answer the question.

But now I have found something else and there is the email at larabet again

https://www.playcasino.com/casino/larabet-casino

Ich hatte ja am 5.5 eine email an [email protected] eine email gesendet, weil ich dachte das larabet diese neue email hat. Ich habe nochmal alle emails mit meinem selbstausschussantrag gesendet, die ich ab 29.3 an larabet gesendet habe. Meinen ausweis hab ich auch gesendet. Sie sagen sie können mit meinem namen und email nichts in ihren casino finden

Dachte ich, nur ich bin immer noch mit [email protected] am schreiben. Ich habe nochmal nachgefragt mit wem ich schreibe, sie schrieben nur mit Kundendienst betwarts, nur dieses casino existiert nicht im netz. Auf die frage ob sie mit larabet zu tun haben, irgendwie gehen sie nicht auf die frage ein.

Nun habe ich aber noch etwas gefunden und da steht bei larabet nochmal die email [email protected]

https://www.playcasino.com/casino/larabet-casino

To the larabet casino

I don't know why you're dragging this out and denying that you didn't change the email, even though I could prove it. Just as I could prove that I had already sent you several emails about self-rejection. After these emails, I deposited another €150 with you, which I can also verify. You're demanding ID from me. I've asked twice where I should send it and haven't received a response. So, please, what do I do now?

An das larabet casino

Ich weiß nicht warum ihr diesen fall hinaus zögert und ihr auch abstreitet die email nicht geändert zu haben, obwohl ich es beweisen konnte. Genauso wie ich beweisen konnte das ich euch schon mehrere emails wegen selbstausschuss gesendet habe. Nach diesen emails hatte ich nochmals insgesamt 150 euro bei euch eingezahlt, was ich auch nachweisen kann. Ihr verlangt einen ausweis von mir. 2 mal habe ich nun gefragt wo ich ihn hin senden soll,und keine antwort erhalten. Also bitte wie geht es nun weiter????

Dear Gretche70, thank you for all the evidence, and great catch with the playcasino.com review. :)

Dear Larabet Casino Team, could you please check the transcript provided by the player as well as the e-mail screenshot attached to it on your end? I would also like to ask if you can:

• confirm the account closure and that the marketing communication will cease
• confirm that the account is marked with "closed due to gambling addiction, do not reopen ever" or something similar
• please e-mail me player's cashier history with all the deposits and withdrawals shown, since 30/03/2025 until the account closure

We will request the refund of all the deposits made since 30th March, minus any withdrawals made in that time.

Hello Matej, today I got the very first answer from Larabet, and really the very first time

hallo Matej, heute habe ich das aller erste mal, und wirklich das aller erste mal eine Antwort von Larabet bekommen

Dear Gretche70 this is good news! Hopefully the casino will deal with the issue quickly, and we will be able to close the complaint sooner rather than later.

This arrived today. I signed the declaration and sent it back. Now I'm waiting to see what happens next. I'm still wondering why they denied the email address.

heute kam noch dieses, habe die erklärung unterschrieben und zurück gesendet. Warte jetzt ab was noch kommt. Frag mich nun trotzdem warum sie das mit der email adresse abgestritten haben

Dear Gretche70, while we most likely never get that question answered, I am hopeful at least this complaint will be closed as resolved shortly. Is the waiver also talking about the refund and the final amount?

Dear Larabet Casino Team, once it is sorted, could you please confirm the following:

• confirm the account closure and that the marketing communication will cease
• confirm that the account is marked with "closed due to gambling addiction, do not reopen ever" or something similar

Thank you.

Hello, this is the waiver. They told me in the email that I had to sign it first to receive the money. I didn't even read it and just signed it. But now it says something about Vegasino????

hallo, das ist die Verzichtserklärung. Sie haben mir in der email geschrieben das ich erst diese unterschreiben müsste und das Geld zu bekommen. Ich hatte es mir nicht mal durchgelesen,und einfach unterschrieben. Nun steht da aber was von Vegasino?????

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.

After signing this waiver every day for the last 3 days because they kept sending me a new one, I received confirmation yesterday that Larabet is now paying me my money, 150 euros.

Nachdem ich die letzten 3 tage, täglich diese verzichtserklärung unterschrieben habe, weil sie mir immer wieder eine neue gesendet haben, bekam ich dann gestern eine Bestätigung,das Larabet mir nun mein Geld, 150 Euro auszahlt

The waiver mentions 3 different casinos, but they are all owned by the same company. As long as they pay you, I don't think we need to look too much into it. Dear Gretche70, please let me know once you receive the money. Thank you. :)

They confirmed the payment but the money is not yet in my account

Haben mir die Auszahlung zwar bestätigt aber das Geld ist noch nicht auf meinem Konto

I also wonder why the casino hasn't confirmed anything here

Frag mich auch warum das Casino hier nichts bestätigt hat

Banks don't work on weekends and transaction can take between 3-5 working days so let's give it some time until Wednesday. You should have the money by then.

I received the confirmation on Thursday, and yes, banks are closed on weekends, but money is still credited to my account on weekends. No matter, and yes, I'll wait, because these few days don't matter. But I do have one more question. Why was this request reopened here? And how does this complaint affect this casino? Or do you think the casino's behavior was okay, not answering a single question? Mainly because of the email address. You saw for yourself that they use two email addresses and have changed them twice, and you just accept that?

Ich habe die Bestätigung schon am Donnerstag bekommen, und ja die Banken haben am Wochenende geschlossen, aber auch am Wochenende wird Geld auf meinem Konto verbucht. Egal.,und ja ich werde warten, denn auf die paar tage kommt es nun auch nicht an. Aber eine frage hätte ich hier noch. Warum wurde diese Anfrage hier neu eröffnet? Und wie wirkt sich diese Beschwerde nun auf dieses Casino aus? Oder findet es ihr ok wie sich das Casino verhalten hat und euch keine einzige Frage beantwortet hat? Hauptsächlich wegen der email adresse. Ihr habt selbst gesehen das sie 2 email adressen verwenden und auch 2 mal geändert haben, und ihr nimmt das einfach so hin?

Dear Gretche70, I'll answer your questions one by one:

And how does this complaint affect this casino?

If the complaint is resolved amicably, it will not affect the rating. Casinos have thousands of players, so eventually problems arise and we are here to help speed up their resolution. We can't punish the casino for actually dealing with the problem at hand and resolving it. But if the casino never responded or did not meet their end of the bargain, complaint would be closed as unresolved, and the safety rating index would change downwards.

Or do you think the casino's behavior was okay, not answering a single question?

Some casinos are more prone to communicate than others. It is their decision and we have to respect it. We are only mediators here, so if the casino don't want to elaborate on their doings, we have no legal way to force them.

Mainly because of the email address. You saw for yourself that they use two email addresses and have changed them twice, and you just accept that?

This has been already discussed internally and marked on the system for future reference. As the casino is quite fresh on the market and is using a standardised platform, it could have been a genuine mistake when copy/pasting some text. However, we will keep an eye on this casino and any future complaints, to see if the pattern repeats itself. If it does, we have tools to deal with it and make players aware.

Why was this request reopened here?

Not sure I know what this question mean. The case has not been closed yet, so it could not be reopen. I will keep it open until you confirm that you have the money, and the problem has been resolved. As I mentioned before, let's wait a bit more and hopefully we can close this complaint by Wednesday. :)

I received the money today. Thank you for helping me. Without you, this casino would have continued to ignore me, and my account would still be open. Playing in such a casino was a lesson for me.

Das Geld hab ich heute bekommen, danke an euch das ihr mir damit geholfen habt. Ohne euch hätte mich dieses Casino weiter ignoriert und mein Konto wäre immer noch offen. Es war mir eine Lehre in so einem Casino zu spielen.

Dear Gretche70,

I am very happy to hear that your issue has been resolved, and would like to thank Larabet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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,

Matej

Casino.Guru