L&L casinos withdrawal terms and conditions

L&L Casino Group was awarded Best Casino Group 2018 and 2019 at Casinomeister

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
:what: Me thinks you might be confusing L&L casino group with Videoslots. :p
Mr Wild gave information about how to go about getting paid in cases like this in a thread about another casino, I think thats what he was referring to.
Funnily enough, Videoslots seem to have a policy of lying to customers (as do others), telling them they won't get paid if they don't supply the information required, despite what Mr Wild states.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
@L&L-Jan i dont know what you mean there a lots of posts on this forum where people mention only being allowed to make one withdrawal at a time? they are the terms from the casinos you represent and im a bit disappointed to not get a reasonable response from you on how you can prevent players from making a second withdrawl when your license conditions say you have to always allow players to withdraw without restricition. ive asked live chat at hyper casino too and they confirmed that it is only one at a time and when i asked them about it they said 'those are just our terms' and werent much help.

thanks to those who did reply. i think ill avoid the casino anyway as it was confirmed by the first replier that we should be allowed to cash out and i think jan ignored the question on purpose because he knows its wrong. i take things like this quite seriously. casinos already have the edge with rtp. i dont personally think they need to have an extra level of power over our ability to withdraw. but i will look at your recommended casinos and hopefully find one there. have a nice day everyone
Just to point out that Jan is not writing L&L terms and conditions on a whim - it's not the year 2000 :p. Terms and conditions are written by a legal team which have an expertise in gaming law in the UK and EU (I am making a pressumption - Jan can correct me here if he'd like). So we can split hairs and come up with scenerios that might challenge these terms - which of course can make an interesting conversation. But that's about what what you're going to have at the end of the day.

And yeah, terms and conditions are binding once you agree to them. Agreeing to terms and conditions is a volunteered act, right? You choose to do so - and if you don't like the terms then don't sign the contract - or click "ok".
 

CasinoNinja

Senior Member
MM
Joined
Apr 27, 2017
Location
UK
Luckily we have laws that prevent terms to be unfair even if you "accept" them, which makes you able to challenge them.
 

andyst1

Newbie member
Joined
May 6, 2021
Just to be clear - I do understand that just because something appears in Terms and Conditions doesn't mean there's nothing we can do about it. I appreciate all of the responses I've received.

"Terms and conditions are written by a legal team which have an expertise in gaming law in the UK and EU"

Again, I appreciate this. For me, the greater issue here is that I've provided the Terms and Conditions (which only L&L seem to have) regarding one cashout at a time, and UKGC Licensing Conditions which seem to directly contradict this. While i understand @L&L-Jan didn't write these T&Cs i found it odd to not get a response on this and instead received what I perceive to be quite a smart remark.

Regarding the point I thought had required 1x wagering on raw deposits, I've since spoken to someone else who has told me that it is probably regarding Anti-Money Laundering, as Casino Accounts cannot be used as Savings Accounts. I can handle if I am wrong, and I'm happy to admit when I am. I know that one cash out at a time is more of an inconvenience than anything else, but I can't see how it can be allowed, and had originally hoped for some clarity on this.
 

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
@L&L-Jan i dont know what you mean there a lots of posts on this forum where people mention only being allowed to make one withdrawal at a time? they are the terms from the casinos you represent and im a bit disappointed to not get a reasonable response from you on how you can prevent players from making a second withdrawl when your license conditions say you have to always allow players to withdraw without restricition. ive asked live chat at hyper casino too and they confirmed that it is only one at a time and when i asked them about it they said 'those are just our terms' and werent much help.

thanks to those who did reply. i think ill avoid the casino anyway as it was confirmed by the first replier that we should be allowed to cash out and i think jan ignored the question on purpose because he knows its wrong. i take things like this quite seriously. casinos already have the edge with rtp. i dont personally think they need to have an extra level of power over our ability to withdraw. but i will look at your recommended casinos and hopefully find one there. have a nice day everyone
Hi Andy,

We have one withdrawal slot yes, however, bank transfer are unlimited - so no restrictions. If you had requested a withdrawal, continued with remaining balance and you scoop another monster hit. Contact support, the withdrawal will be cancelled and a new withdrawal request of the value you ask us to insert will be sorted. That's only required if the withdrawal is not processed already, which we do twice a day. So just let us know how you want to take care of that and we will (if the case occurs where you have a pending and won another monster, as that is not always applicable of course.

Terms are there to display how the system works or to protect ourselves in case of particular events. My initial comment was also aimed at: let's try to find a topic on a forum where we actually applied it. I can guarantee these terms have never been applied and that any SE'ed player with a balance of +5 Euros, got their remaining funds back to their card/wallet/bank account.

Pretty sure that most of the regs can confirm they never or very rarely had withdrawal issues with us.

Please let me know if you need more information.

Kr. Jan
 

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
The only problem I have had is the one withdrawal situation and I think that's really poor. I made a withdrawal and then with a small amount I had left I won a little bit more but couldnt make another withdrawal until the first one was cleared and that took around 12 hours. Ther should be a facility where you could make the second withdrawal but it would just be held so as you couldnt play with it at all and it's not in your balance. L and L's withdrawals have improved but they are still at the slower end of the scale if using a Card payment.
Hi John!

You know that me / support can assist there. We will just cancel and submit a new one on the background for you. Bear in mind, we're working on automated withdrawals so in the near future you won't have to contact us again for that kind of help.

Kr. Jan
 

Mr Wild

Senior Member
Joined
Mar 10, 2015
Location
Malta
Mr Wild gave information about how to go about getting paid in cases like this in a thread about another casino, I think thats what he was referring to.
Funnily enough, Videoslots seem to have a policy of lying to customers (as do others), telling them they won't get paid if they don't supply the information required, despite what Mr Wild states.

They are not lying. They are not allowed to pay withdrawal if SOW is not sent, that is written in the LCCP. But after 30 days the business need to take a decision. In most cases it is sent to MLRO and then to NCA to take decision what to do with funds, most of cases it is then decided to be released. But in some cases funds are retained, so that is not a guarantee and the gaming company might not be allowed to release funds and by law the gaming company is not allowed to share that information with customer.

So if you refuse to comply with SOW checks, you can refuse. But might be a long while until you see your money again, if ever in some cases. Then you would need to go to court.

I only said you can refuse to comply, then wait and in most cases you will see your funds in your account in a couple of weeks / months. My intention with my post was to explain how things work in general for some to understand. So if you know your funds are legit and you dont want to comply with SOW, then I gave them an option.

No company is allowed to say that you will get your funds anyways regardless if you comply or not. Then they would be in breach of AML laws.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Hi John!

You know that me / support can assist there. We will just cancel and submit a new one on the background for you. Bear in mind, we're working on automated withdrawals so in the near future you won't have to contact us again for that kind of help.

Kr. Jan

Could we have an "add to withdrawal" button in the meantime?

e.g. I withdraw £100. I then want to withdraw a further £500. Click "add", and it cancels my £100 request and changes it to a £600 request. Balance permitting, of course.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
They are not lying. They are not allowed to pay withdrawal if SOW is not sent, that is written in the LCCP. But after 30 days the business need to take a decision. In most cases it is sent to MLRO and then to NCA to take decision what to do with funds, most of cases it is then decided to be released. But in some cases funds are retained, so that is not a guarantee and the gaming company might not be allowed to release funds and by law the gaming company is not allowed to share that information with customer.

So if you refuse to comply with SOW checks, you can refuse. But might be a long while until you see your money again, if ever in some cases. Then you would need to go to court.

I only said you can refuse to comply, then wait and in most cases you will see your funds in your account in a couple of weeks / months. My intention with my post was to explain how things work in general for some to understand. So if you know your funds are legit and you dont want to comply with SOW, then I gave them an option.

No company is allowed to say that you will get your funds anyways regardless if you comply or not. Then they would be in breach of AML laws.

If you refuse to supply SoW documents then unless the NCA say otherwise, you should get paid.
VS's customer service state they will not payout unless the documents are provided. That is a lie, and has been proven with cases on here, that if you don't, you will get paid in most circumstances.
It's quite simple. CS say 'you will not get paid if you don't supply them' That is a statement of fact.
If you don't supply them, then do get paid, that is fact.
That means the original statement was a lie.
The definition of a lie is an intentionally false statement. By saying 'will not' or 'cannot' that definition is met. It should be 'we might not be able to pay your balance'.
 

Mr Wild

Senior Member
Joined
Mar 10, 2015
Location
Malta
If you refuse to supply SoW documents then unless the NCA say otherwise, you should get paid.
VS's customer service state they will not payout unless the documents are provided. That is a lie, and has been proven with cases on here, that if you don't, you will get paid in most circumstances.
It's quite simple. CS say 'you will not get paid if you don't supply them' That is a statement of fact.
If you don't supply them, then do get paid, that is fact.
That means the original statement was a lie.
The definition of a lie is an intentionally false statement. By saying 'will not' or 'cannot' that definition is met. It should be 'we might not be able to pay your balance'.

Well, to put it simple, until risk has been mitigated funds cant be paid out.
 

andyst1

Newbie member
Joined
May 6, 2021
Hi Andy,

We have one withdrawal slot yes, however, bank transfer are unlimited - so no restrictions. If you had requested a withdrawal, continued with remaining balance and you scoop another monster hit. Contact support, the withdrawal will be cancelled and a new withdrawal request of the value you ask us to insert will be sorted. That's only required if the withdrawal is not processed already, which we do twice a day. So just let us know how you want to take care of that and we will (if the case occurs where you have a pending and won another monster, as that is not always applicable of course.

Terms are there to display how the system works or to protect ourselves in case of particular events. My initial comment was also aimed at: let's try to find a topic on a forum where we actually applied it. I can guarantee these terms have never been applied and that any SE'ed player with a balance of +5 Euros, got their remaining funds back to their card/wallet/bank account.

Pretty sure that most of the regs can confirm they never or very rarely had withdrawal issues with us.

Please let me know if you need more information.

Kr. Jan
Thanks for taking the time to reply, and apologies if I picked you up wrong. I do understand what you're saying, but I did check with Live Chat and was told that this would not be possible as UK Customers cannot cancel a withdrawal, in spite of me explaining that it would just be to make a larger withdrawal. Obviously I cannot speak for those with an account as I don't have one, but I feel it should be a lot easier as although you are helpful not everyone should have to visit a forum like this for help to process a second withdrawal, and not everyone will know that they can ask support to do it for them. Perhaps to add to someone elses suggestion above, it could be written that second withdrawals can be made through the Support Team, for customers who are unaware, although based on the conversation I had, it doesnt seem like it would be too easy a task to get a second withdrawal from support.

"Yes, you can only have one withdrawal at one time
But if I have a withdrawal pending and I contact live chat, could you put through a second withdrawal for me? or cancel the first and withdraw the full amount?
Rules depend on where you live, so it depends of the licence in your country. UK and Swedish players cannot cancel withdrawals, other countries can. All withdrawals are checked and processed by our payments team, we do not process withdrawals at customer services
Yes, but could Support cancel it for me so I can withdraw a larger amount?
No, we cannot cancel withdrawals or process them at customer support"

Anyway, like i say thanks for replying. Despite my issues with the withdrawal terms the cashback does seem like a good offer. Have a nice week :)
 

souldragon

Senior Member
Joined
Oct 17, 2012
Location
Kent,United Kingdom
If we are talking L&L i cannot understand why anyone needs to make an issue of a second withdrawal.As Jan says,they process twice a day and if i make a withdrawal it is inevitably in my bank within 24 hours,including weekends.If people are so desperate for the money that they cannot wait one day then perhaps they should not be gambling in the first place.
 

johnnymcc1966

Senior Member
Joined
Dec 12, 2017
Location
United Kingdom
Maybe something simple, like timing your account out for 24hrs?.

Thats what the tools are for if you cant trust yourself, not exactly hard work.

Then do your next withdrawal, it's not that big of a deal.
Why can't a casino simply do multiple withdrawals at once? The industry leaders do,and they are who you are trying to compete with aren't they?
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
Well I don’t really see the big deal as to why you can’t tbh; you should be able to take your cash out whenever you want; whether they process in 6 or 12 or 24 hrs is irrelevant
 
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