The player from Germany successfully converted a €10 bonus into €100 and subsequently won an additional €400. However, after a sudden account suspension, she was informed that she would only receive €100 from the bonus payout, despite having more withdrawable funds. She also faced issues with a payout being sent to an outdated bank account. We attempted to resolve the issue by contacting the casino multiple times, but due to a lack of cooperation from the casino, the complaint was marked as 'unresolved'. The player was advised to reach out to the casino's licensing authority for further assistance.
Lapalingo Casino DE - Player’s account was suspended and winnings were confiscated.
Black points: 65
Amount: €274
Lapalingo Casino DE
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
I received a 10 Euro bonus yesterday and won with it. The maximum conversion amount was set at 100 Euros. I successfully converted the bonus, and 100 Euros of real money were credited to my player account. The rest was forfeited.
With the real money, I continued to play and won again—around 400 Euros. Today, out of the blue, my player account was suspended, and I was informed that I would only receive 100 Euros from the bonus payout. However, after successfully converting the bonus, I had won more. This was all showing as withdrawable money in my player account until this morning. Unfortunately, I can no longer log in to provide a current screenshot, but I have attached one from yesterday when my account balance was even higher.
Lapalingo has today generated a payout of 100 Euros to a bank account that no longer exists. I have informed Lapalingo of this and sent an updated bank statement. I have won more and would like to receive this money. I hope you can help!
Automatic translation:
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1 month ago
Dear nataliebordasch,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please send me the link or the promotional email with the bonus you played with? My email address is veronika.l@casino.guru. Was it a deposit bonus or a free, no-deposit bonus?
Also, please forward me the message you received after your winnings of €400 were confiscated from the casino.
Have you made any successful withdrawals from this casino before? Has the casino responded to your request to change your bank account? Have you provided them with official confirmation from the bank showing that the chosen account for your winnings is no longer active?
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
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1 month ago
Translation
I have just sent you the requested screenshots by email. I hope you have everything you need and can help me. Lapalingo wants to pay me 100 euros, but after successfully implementing the bonus I had 274 euros in my player account before it was blocked without warning.
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1 month ago
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So 100 euros have just been credited to my account, so now there are still 174 euros left which I believe are still missing and are being held by the casino.
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1 month ago
Thank you very much, nataliebordasch, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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1 month ago
Hi nataliebordasch,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Lapalingo Casino DE to the conversation to participate in the resolution of this complaint.
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1 month ago
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.
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3 weeks ago
Hi nataliebordasch,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the casino's licensing Authority (https://casinoguru-en.com/licensing-authorities/germany-license) and submit a complaint to them. The licensing Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
