Home Complaints Lapalingo Casino - Player has experienced technical glitches while playing.

Lapalingo Casino - Player has experienced technical glitches while playing.

Amount: €66

Lapalingo Casino
Very good reputation
Submitted: 24 Nov 2021
Case opened Current status

Waiting for casino to reply

3d 11h 45m 19s

Case summary

3 days ago

The player from Germany has experienced technical problems while playing specific slot machine.

Public
4 days ago
Translation

I made a deposit at Lapalingo a few weeks ago and played the game "Pharao's Princess". There I won free spins, but they were interrupted in the middle of the game with an error message. I emailed support and gambled away the rest of my money. Days later I received an email from support with a request for a screenshot of the open game. It stayed with the attempt to do this, because the game could not be opened further due to lack of credit. I didn't see why I should make a deposit on it. Only weeks later I was able to do this through a free play promotion from Lapalingo. Funnily enough, the game could also be started, I have € 66 in profit, and free spins to possibly increase the whole. Since the game crashed again, I can't get it to end and so I can't dispose of my winnings. I contacted support, sent umpteen screenshots, had my account blocked and has been verified twice since then. Since the game is still in the same loop, I was even able to create a video. However, Lapalingo says this game would not exist.

Automatic translation:
Public
4 days ago

Dear takachelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

 

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.


 

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Edited by a Casino Guru admin
Public
4 days ago
Translation

Hello Petronela,


since my complaint it was again turbulent at Lapalingo. This morning I tried again to finish my round of "Pharao's Princess". Fortunately, it went another two rounds, I won another two spins and now € 80 is on the counter. After I brought Lapalingo up to date, instead of the chat protocol I had requested, I received an email in which my account was canceled.

Automatic translation:
Public
3 days ago

Thank you very much, takachelle, for providing all the necessary information and forwarding relevant communication and screenshots. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public
3 days ago

Hi takachelle,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Lapalingo Casino to the conversation to participate in the resolution of this complaint.

Lapalingo Casino has 3d 11h 45m 19s to reply