RESOLVED: Lilibet casino complaint

I hope im doing this write as i havent made a post in a while. I have a huge complaint against lilibet casino that im hoping to get help with. A week ago i got an email for 100 percent match. So from my much better ewallet account. I deposited 53 canadian. I emailed multiple times only to get no response for the match. I then went on live chat for the bonus. But thet said my d o b on file was wrong so they could help me on chat ?.. my account was fully verified so i just asked just cross reference my birthday with my id. But they said i had to email that..even though they had that..so i did..finally after many hours they credited the match bonus..i then following rules of the bonus  got to 225 and requested cashout. That was first thing last tues morning. I checked on it on thursday but they adamently said 48 hours..so just after 48 hours on friday i get an email stating my account needs more verification ???..even though im fully verified. So immidietely i sent in all that was asked..again..on saturday i reversed the payout kept playing and actually got up to 580 and requested. So today as its been after 48 hours again and no payout  i went to livechat..livechat then said..the passport with my selfie sent wasnt timestamped ???  I explained my passport was only issued 3 months ago..so this is absolutely ridiculous. It is obvious they are cheating and not paying me going on a week..my account was fully verified..my username there is speed1975..please please help

Hello Speed1975,

Sorry to hear about your withdrawal issues at Lilibet. We've sent an email to the Casino Representative and asked him to check what's going on with your withdrawal. Keep you posted.

Thanks so much ive played extremely fair. This has been an absolute horrible nightmare..also all this with my account being fully verified a week ago !!

Hello Speed1975,

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

"The user was asked by the Verification team to provide additional documents to confirm his new payment method and identity as his DOB was incorrect.

The user sent his documents on last Friday 24-Oct-2020.

His withdrawal will be approved once he provided all the requested documents."

Could you please send them the requested documents, since they can request additional documents according to their T&C's.

Hi sydney. Heres the issue. I sent in my identification. Last tuesday. Please note my account before this whole thing was verified. Then in reference to the payment method proof i sent all that in friday early morning. I have sent in over 60 emails with payment prooof if etc. Even on there comment it clearly states that they received everything on friday..which they did.. so if they have ..today is now tuesday. No casino would keep doing this !!!

Just to add to my message. I have clearly had one of the worst experiences here. Fellow patrons need to know over this lilibet experience. Before my initial withdrawal request on last week tuesday. My account was fully verified. Meaning they had my passport on file. My d o b was not wrong on my passport. They purposely made an excuse not to pay out. They informed me over the additional documents only after the expected timeline of 48 hours of a processed withdrawal. This is extremely unproffesional. But then i sent in dozens of documents again on friday morning anyways. It is now tuesday morning. Their response states..payout once docs received. They admitted that documents were received on friday. But no email no payout. Furthermore in this whole process. I have gotten just 1 email from them. I have sent them almost 70 emails from documents to emails asking payout status etc. This has truly been one of the worst casinos and experiences ever

Hello Speed1975,

We've asked the Casino Representative to double-check if your account has been verified and if it hasn't, to let us know what additional documents you need to provide to pass the KYC procedure. 

Thank you. Heres the thing in reference to documents. I have sent to lillibet support and verification. They have included. A picture of my passport. A selfie with my passport. My much better account email address. My much better account deposit with them. There is nothing possible except for my d n a that i havent sent them. Again documents over 70 emails. The worst part is my account was fully !! Verified the whole time. Kyc is supposed to prevent fraud. But when a casino uses that to not payout and hide behind that. They should truly be charged the same way. It is absolutely not fair to use this against fair playing clients. 

Hello Speed1975,

Here's what the Casino Representative says:

"The user was contacted today and informed that the ID that he provided is not acceptable, he was asked to provide the proper ID.
I would like to repeat, once the account is fully verified, the withdrawal will be processed."

How is this possible considering i havent been contacted today..how in the world is a selfie with a passport not acceptable..however again yesterday i sent in again a passport with a time on it with a selfie...they havent even acknowledged that..beyond insane !!!  Im again emailing a pic of my passport as a selfie with a timestamp now

Hello Speed1975,

Please send a picture of your passport as a selfie with a timestamp again and we'll see what they'll say. 

I just sent them 10 different pics again with selfie with passports with timestamp..the only thing i didnt get is it signed by the prime minister..this i already sent in yesterday..a blatent way for them to again just delay the payout and not payout

Exaxt same as before ..loads and loads of docs sent. I again sent that selfie timestamped yesterday. Still no payout

Another day has now basically gone by and no payout in site. The withdrawal process was basically started last Monday night. So we are now at about a week and a half. At the time of the original withdrawal request. My account was and fully identified as being fully verified. This means that long before this process. They had my passport on file which they accepted. So how can I have an incorrect d o b on file. When they have my approved passport. On a verified account to an ewallet I should have been paid no later than last Thursday!!. They had no right to wait until after the promised withdrawal processing time to then out of convenience request more documents on a verified account ????. That is completely unfair. Also any legitimate casino in this case would have their verification team approve docs within an hour or so as it is very inconvenient for the client and moreso done for the casino. This has gone on and on to an absolute ridiculous extent. There is no way lilibet.com should not be held accountable for there complete dishonesty. They have many many documents of mine now from passport to selfie with passport to timestamp with passport to my much better acct email the deposit and on and on.. i have sent 70 sets of documents from last Thursday..with just being avoided.. this has now gone on way too far

As you can see from my attachment my account has been verified this whole time. In there casinos own words above..they promised payout when account is verified. Proof of complete dishonesty 

Hello Speed1975,

We've sent an email to the Casino Representative including the screenshot you've provided us with and asked them to explain if your account has been verified. Keep you posted.

Still nothing at all !!

Sorry didnt see the last post..but yesterday and the day before..sent many many docs with selfie ..timestamp with passport..and nothing

This has just gone on and on and on and is now at basically a week and a half. This is boarderline criminal. This casino is unfair and should be absolutely blacklisted. I have sent dozens of documents on an already verified account. I was promised a payout as soon as more docs were sent i sent clear images of a selfie with passport with timestamp..multiple times including monday and yesterday..this has gotten me incredibly ill over time spent frustration and delay. It has been beyond unethical..please please have them fairly payout and end this nightmare

Hello Speed1975,

We've sent an email to the Casino Representative today, but we still haven't received a reply from them. We'll keep you updated.

We are now on the verge of another day crossing. It is cearly evident they are not paying me. They have gone a week and a half of simply asking for useless docs that i have all sent but ignored. Please communicate with a higher authority there to finally get some action. This is beyond criminal now

My blood is beyond boiling at this point. I have become ill over this situation and the treatment. Ive spent countless hours emailing id docs everything. Following up asking for a supervisor from last week. Ive gotten not a single response. Ive been waiting for that payout. Now im in a financial bind as i rightfully so was promised within 48 hours of my request id be paid. I have bills that are late. I came to lcb for help and to mediate. You can clearly now see im being avoided and scammed..please please help speak to their superior they need to be held accountable. How is this fair on the least. I pray no one else has to go through this horrifying experience with this cheating casino lilibet

Hello Speed1975,

All we can do is to keep sending emails to the Casino Representative. We've been trying to help you and kept on sending them emails on a daily basis, which we usually don't do as we give all the Casino Representatives at least a couple of days to respond to us, so please stop writing all day long in this thread. That's not going to help with the resolution of this complaint. Please note that we're only mediators here, we're not a licensing body.

This is what the Casino Representative replied to us yesterday regarding your complaint:

"The user was contacted today and informed that the ID that he provided is not acceptable, he was asked to provide the proper ID. I would like to repeat, once the account is fully verified, the withdrawal will be processed."

The Casino Representative also mentioned that the verification team has a time frame of 48 hours to review the documents, sometimes it's longer due to the big amount of tickets. 

You've sent them additional documents yesterday, so let's wait and see if they are going to verify your account and process your payment within the 48 hours time frame.

In the meantime, you can try to file a complaint with their licensor HERE.

Hello Speed1975,

The Casino Representative sent us an email and she says that your withdrawal has been processed on Friday 30th October. Could you please let us know if your withdrawal was processed so we can close this complaint.

Hello Speed1975,

The Casino Representative sent us an email and she says that your withdrawal has been processed on Friday 30th October. Could you please let us know if your withdrawal was processed so we can close this complaint.

Thank you for your cooperation.

Since we've received a confirmation from the casino that the player's withdrawal was processed on 30th October, we're going to close this thread and mark this case as resolved.