The player from Germany encountered an issue with a withdrawal at Lapalingo, where only €100 of his requested €200 payout was processed. Despite having fulfilled the bonus conditions, he was informed about a maximum withdrawal limit and sought clarification on the casino's practices regarding his winnings. The Complaints Team was unable to proceed with the investigation due to a lack of response from him to their requests for additional information. Consequently, the case was rejected, but he retained the option to reopen the complaint in the future.
Lapalingo Casino DE - Player's withdrawal has been restricted.
Closed
Our verdict
Player stopped responding
Amount: €100
Lapalingo Casino DE
Safety Index:Above averageCase summary
Discussion
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11 months ago
Translation
Subject: Request for Clarification on My Withdrawal Issue at Lapalingo
Dear Guru Casino Team,
I am reaching out to you because I encountered a problem with a withdrawal at Lapalingo and hope that you can assist me.
On January 3rd, 2024, I received 50 free spins at Lapalingo, from which I managed to win an amount between €12 and €20. According to the bonus terms, I had to wager this amount about €300, which I did. During gameplay, I eventually won approximately €94, which Lapalingo claims was converted into real money. With this real money, I continued playing and managed to accumulate €200, which I requested to withdraw.
This morning, however, I discovered that only €100 was paid out, and the remaining €100 was canceled. Upon inquiring with support, I was told that from the converted real money, a maximum of only €100 could be withdrawn.
I do not understand this rule since the balance was converted into real money after fulfilling the bonus conditions. Why is it converted into real money at all if there is still a maximum withdrawal limit? In my opinion, I should have received the full amount of €200, as I had already fulfilled the bonus requirements.
I would be very grateful if you could help me clarify this matter. It is important for me to understand whether Lapalingo's approach was correct and whether I may be entitled to the full withdrawal.
Thank you in advance for your support. I am looking forward to your response.
Best regards
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11 months ago
Dear benjalam95,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing with your withdrawal at Lapalingo.
To assist you better and clarify this situation, could you please provide the following additional details:
- Could you forward us your full game history from the game session where you played the 50 free spins and subsequently completed the wagering requirements?
- What was your balance at the moment you completed the bonus wagering?
- How much of this balance was transferred to your real money balance after fulfilling the wagering conditions?
If you have any relevant screenshots, emails, or other communication with the casino, please forward them to [email protected]. These details will help us better understand your case and advocate on your behalf.
Your cooperation is crucial for us to proceed with the case and work toward resolving the issue. Without your input and supporting information, we will not be able to move forward effectively.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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11 months ago
Translation
Hello Peteonela,
Can you help me how I can send it to you?
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11 months ago
Hi benjalam95,
Thank you for getting back to me.
I previously shared my email address: [email protected]. You can send the requested information directly there. If you need assistance obtaining the details I mentioned, you can usually find them in your casino account under your game or transaction history.
If you have any difficulty accessing this information, I recommend reaching out to the casino's customer support team and requesting the following:
- Your full game history from the session where you played the 50 free spins.
- Details about your balance at the moment you completed the bonus wagering.
- Confirmation of how much of your balance was transferred to your real money account after fulfilling the wagering requirements.
Feel free to reach out to me if you need further guidance.
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10 months ago
Dear benjalam95,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
Translation
Hello, I have answered and sent by email
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10 months ago
Translation
Additional comments from the player:
Hello Petronela,
hope you are well?
Yes, I am with lapalingo but I can't find a button to download the data....
So first of all... as far as I can remember...
No real money balance (if there was, it was only a few cents...
Thanks
Lg
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10 months ago
Hi benjalam95,
Thank you for your message.
If you’re unable to locate the button to download your data, I suggest reaching out to Lapalingo’s customer support team directly. They should be able to assist you in obtaining your game and transaction history or any other details you may need.
Thank you for your cooperation, and I look forward to hearing from you soon.
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10 months ago
Dear benjalam95,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
Translation
I wrote to lapalingona but received no reply!
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10 months ago
Hi benjalam95,
Since you haven’t received a response from Lapalingo’s customer support, I suggest sending them an email directly requesting your game history and transaction details. Be sure to CC me at [email protected], as this may help convince the casino to cooperate and provide the game history more promptly.
Hopefully, this will encourage them to resolve the issue quickly.
Looking forward to hearing from you.
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10 months ago
Dear benjalam95,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
