Withdrawn: Lilibet won't discuss player complaints unless you give them customers

[maxd]

Update December 2022: this Warning has been Withdrawn. See down-thread for details.


We'd recently received a complaint where a player's winnings were denied by Lilibet (lilibet.com) because the player was unable to complete the KYC process. In fact the player had tried more than once to do this but the "special link" that the Lilibet people had sent to the player did not work on his computer. He tried to inform them of this and the difficulty he was having but they ignored him, so he turned to us.

I tried to contact the casino but got nothing back. Then their Affiliate Manager contacted me on Skype and asked how they could get in touch with us. I told them all that was necessary was for them to respond to the player's complaint details that I had sent to them via email. The conversation ended there.

A couple weeks later -- after more attempts to email Support regarding the player's issue -- I pinged the Aff Manager on Skype and told him I'd heard nothing back. He said "We tried to contact you to make an affiliate deal, but unfortunately we could not get a response" and added that if the player used one of their affiliates then the "complaint processes can be resolved". In other words because they weren't making any money off of us they weren't open to discussing the player's issue.

WARNING: Lilibet will only deal with player issues when there is profit in it for them to do so: if you're not sending them players then they're not interested in talking to you about player complaints. Players are advised to take their gambling dollars elsewhere.

 

[Casinomeister]

Lilibet is operated by Continental Solutions Ltd B.V. a company registered and established under the laws of Curacao, registered address Fransche Bloemweg 4, Curaçao. This Service operates under the License No. 8048/JAZ issued to Antillephone, Authorized and Regulated by the Government of Curacao.

Looks like another dump of a site.

A couple weeks later -- after more attempts to email Support regarding the player's issue -- I pinged the Aff Manager on Skype and told him I'd heard nothing back. He said "you're not one of our affiliates" and suggested that if the player used one of their affiliates then the "complaint processes can be resolved". In other words because they weren't making any money off of us they weren't open to discussing the player's issue.

That is probably the dumbest thing I've read all day. We are a certified arbitrator in the EU and UK - and globally as well. So this guy is saying the player should go to Joe Schmuck the affiliate to resolve this issue. Joe Schmuck who has the experience we have and is compliant with GDPR regs and proper ADR procedures.

These guys should be dumped into the rogue pit.

 

[maxd]

PS. I had originally paraphrased the rep when I posted:

He said "you're not one of our affiliates" ...

What he actually said is what I've updated my original post to say:

"We tried to contact you to make an affiliate deal, but unfortunately we could not get a response" ...

 

[Casinomeister]

What a joke. I wonder why they did not get a response. From me? <gasp>

a company registered and established under the laws of Curacao

What laws? LOL - well, it's master license 8048/Jaz - so there is an inkling of hope if we were to take it further. But why bother if this is their response.

More about Curacao licensing here: Curaçao Master License 8048/JAZ

 

[Casinomeister]

Just an update that I forgot to post - I met with one of their directors in Malta last November, and he opened a line of communication for us. The player's issue was resolved in the player's favor. It's only now that they reminded me of this - so sorry, I forgot.

So warning withdrawn.