The player from Germany encounters an issue with a withdrawal at Lapalingo, where only €100 of his requested €200 payout is processed. Despite fulfilling the bonus conditions, he is informed about a maximum withdrawal limit and seeks clarification on the casino's practices regarding his winnings.
Lapalingo Casino DE - Player's withdrawal has been restricted.
Amount: €100
Lapalingo Casino DE
Safety Index:Below averageSafety Index
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5.1
Lapalingo Casino DE has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
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Case summary
2 days ago
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2 days 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 Upon inquiring with support, I was told that from the converted real money, a maximum of only €100 could be withdrawn.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
Automatic translation:
Public
Public
2 days 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 petronela.k@casino.guru. 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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