The player from Germany had her account blocked due to accusations of multiple accounts. We ended up rejecting the complaint because it was over two years old and we couldn't gather detailed evidence for the case.
Lapalingo Casino - Player’s account was blocked.
Amount: €17,000
Lapalingo Casino
Safety Index:LowSafety Index
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4.8
Lapalingo Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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1 year ago
Translation
I played at this casino for years and deposited around 4000 euros into my account and paysafecard account
I was lucky once and won around 30,000 eu, but by the time the verification was through, I had played down to 17,000 eu. I wanted to have the money paid out. Suddenly a violation of the ABG asked why, which is why the answer was a duplicate account from the same household, even though I had proof through live chat from lapalingo in hand the employee wrote (as soon as everyone has their own account and everyone pays the deposits from their own bank account would not be a problem.) I saved the letters but somehow the casino Lapalingo did not accept them
Then I asked I paid money for years and when paying in you don't violate the ABG suddenly when you pay out there are always problems
They transferred 10 eu to my account, which I did last time I made a deposit. After that i asked i violated terms and conditions ok you returned my last deposit 10 eu what about my rest deposits over 3000 eu then please send back my whole deposit
Of course the account was blocked immediately and no more reply
I find something fraudulent and really doesn't fit such a big casino
I hope Guru could help me because I really didn't find a solution
I wanted to report and take legal action but I don't know if that will help
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1 year ago
Dear Alev79,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Allow me a few questions so I understand the situation completely. Could you advise who is the owner of the Paysafecard account? Is it you or someone in your household? When did you open your account and when was the other account opened? Was your win accumulated with a bonus or real money?
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,
Tomas
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1 year ago
Translation
Hello good day Mr. Tomas paysafecard account belongs to me and I have always paid into either my paysafecard account or my bank account on lapalingo even when confirming I have also proven my paysafecard account with lapalingo and sent data.
I opened my account in 2019 and my husband did too, but everyone played on their own account and everyone made deposits on their own accounts, even my man got 1 payout of 4000 eu without any problems
I also asked on the live chat and the worker wrote as long as everyone plays on their own account there would be no problem and I kept that as proof.
It's my real money win, I haven't accepted any bonuses and I have proof in hand.
I can show you my paysafecard account and the deposits too
I can show my winnings and it says no bonus nothing just real money
I have all the receipts in hand.
Kind regards
Alev
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1 year ago
Dear Alev79,
If I understand correctly, on one of the screenshots you submitted to us, it's displayed you benefited from more than 1400 € in bonuses.
Do I understand correctly you used bonuses on your Paysafecard account, but you didn't use any bonuses on your regular account? Did your husband use any bonuses on his account to your knowledge? Could also explain when did you open the Paysafecard in the casino account and why?
While the casino support replied to you saying both you and your husband can use your accounts, this might not mean the casino is OK with you using 2 accounts yourself.
I'll be looking forward to your reply.
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1 year ago
Translation
Good day
I had my own player account, paid through my own bank account and paysafe account. Also, I didn't play my husband. I have proven that it is me with pass account data paysafe data. I asked in the chat if I could play although my husband also has a player account, I was promised because I have my own account. But when I won, they didn't want to pay me my winnings. What they paid me back was 10 euros that I had paid in last. But I paid a lot more beforehand. That was about 3200 euros. Have all proofs or evidence.
Kind regards
Alev gitka
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1 year ago
I am sorry if I misunderstood you before. Thank you very much, Alev79, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Translation
Thank you very much for your effort and quick response
I will then wait for contact from Mr. Peter
Kind regards
Alev gitka
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1 year ago
Hi Alev79,
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 to the conversation to participate in the resolution of this complaint.
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1 year ago
Translation
Thank you very much for your effort
I didn't get the 17000 eu and I didn't get my deposits around 3225 eu
Once I had asked for the whole game history etc. and I had to order something through another company and I have not received anything until today
Kind regards
Gitka
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1 year 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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1 year ago
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Thank you I'm waiting for your answer
Kind regards
alev *****
Edited by a Casino Guru admin
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1 year ago
Hi Gitka,
I'm still trying to get in touch with a casino rep on Skype, let's wait a couple more days and see if there's a response.
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1 year ago
Hi Gitka,
I received some replies from the casino on Skype but I haven't found out much except for the multiple-account accusation. I requested evidence and additional information.
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1 year ago
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It was 2 accounts one from me and one from my husband
Everyone has always deposited from their own bank or paysafe account and everyone has played for themselves
And in the live chat we also got confirmation
You can't fool multiple accounts with us
I have all the evidence in hand
And I asked for my entire game history and they forwarded me to another place and nothing came from there either
I'm willing to send what you need from me
Where should I send the data to?
Kind regards
Alev gitka
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1 year ago
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Here in the live chat my husband asked
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1 year ago
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I only have one account in my name and I've only played there
I have deposited 3125 euros all time and was never given any problem
When I won something 30,000 euros and they stretched it out until I got down to 17,000 euros and wanted to pay out, all of a sudden it was a violation of the terms and conditions even though we asked my live chat.
They immediately set my account to 0 euros and only transferred me 10 euros, which I paid last
Then I asked why 10 euros
Where is the 17000 euros if not where is my deposited 3125 euros
Didn't get an answer
I have all the evidence in hand
That was really big scam
If they mean I have violated the terms and conditions where is my total deposit 3125 euros? And I played there for almost 1 year when paying into my account, everything was ok and nothing against the terms and conditions? Why do they only pay me 10 euros
I did everything right and they deleted 17,000 eu and didn't pay them out, and they didn't pay back my entire stake of 3,125 euros either
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1 year ago
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Here's another proof 
Here you can see my winnings, you took them away and transferred 10 euros to me
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1 year ago
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Here you can see my deposits and some deposit proofs 
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1 year ago
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I sent several documents
There you can see I have always deposited and played instant transfer from my own account and payment from my own paysafe account and I have only had one gaming account in my name
Deposited and played for years, no problems were given and around 3125 euros were deposited
I was lucky once and won around 30,000 euros and played down to 17,000 euros through Verzififungung and wanted to cash out
I only got paid 10 euros
If they are right, why do I only get 10 euros, not my entire 3125 euros?
And I asked on the live chat you can see we were allowed as long as everyone has their own account and still my winning 17000 euros not paid
Something is wrong with the casino
I have more evidence
Kind regards
alev *****
Edited by a Casino Guru admin
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1 year ago
Hi Alev,
Thank you for all the evidence. I'm still waiting for a reply from the casino. If your husband was told that you could both have accounts in the casino as long as you register with correct data and you did, unless there weren't any other problems, you should get paid.
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1 year ago
Translation
I registered with my data and played for years (if something was wrong, why did they transfer 10 euros back to me 
I paid deposits from my account or from my paysafecard account. You can see the deposits. In the live chat proof you can also see the answer that they wrote.
You can see the casino Lapalingo cheats the numbers not the winnings and also not the whole deposit.
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1 year ago
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You can see my full game history and all deposits as well I did everything right
What's even more ridiculous is the casino doesn't see or accept their own live chat
Why do they have live chat and are they there with the live chat worker without a clue?
That's really a thing
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1 year ago
Hi Alev,
I have a couple of questions for you:
- whose account was created first and when were they created?
- did you take welcome bonuses in both cases?
- did you play on the same phone simultaneously?
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1 year ago
Translation
My husband's account was opened first My account was opened a little later
Almost every casino has a welcome bonus but I don't like bonuses at all bonus condition almost impossible
I've always played from my laptop
What I don't understand at all
When I deposited 3125 euros and played there were no problems or violation of terms and conditions casino showed no reaction
Then you should react and block my account.
Then I'll be on the safe side and ask the live chat and they will confirm that I can play there
In the end we won something but suddenly violated the terms and conditions.
Then I demand my paid-in money of 3125 euros, which I don't get either
17000 eu away 3125 euros away
The pay me only 10 euros back that's fraud 
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1 year ago
Hi Alev,
Thank you for your reply. Does that mean that you also played with a bonus? The thing is, casinos initiate the verification process later on and not at the beginning when players register. You are right that it would be much better for everyone if it worked that way but, unfortunately, this is not an industry standard yet.
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1 year ago
Translation
My win was unrelated to bonus
I had played bonus once the bonus condition is almost impossible there
Let's say lapalingo is right, they delete my profit of 17,000 euros, although that's really unfair, then my question would be like this
Why did I only pay out 10 euros where is my 3125 euros deposited?
When I was playing, lapalingo didn't have a license for the whole of Germany and I'm from Hamburg. 
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1 year ago
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I had around 30,000 euros in my account
It took almost 2 weeks for the verzification to go through and I sent everything they asked for
Statement of account
Paysafe account verification
passport copy
proof of address
Even they wanted a photo of me and I took my passport in my hand
In the end I played down to 17000 euros and my winnings and all my deposited money were gone
I only paid out 10 euros, the biggest scam 
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1 year ago
Hi Alev,
We discussed the issue internally and I'm afraid I won't be able to help you. What speaks in your favor is that the casino allows registering more than one account per household. However, the problem is that you played on the same device and took bonuses. I asked for additional evidence but since this happened over two years ago, it's hard to gather it. Let me ask you a question. Have you contacted an ADR (alternative dispute resolution service) or the MGA regarding this?
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1 year ago
Translation
I signed up everywhere everyone forwarded to other places
We don't have multiple accounts
I had my own and my husband had his
Since you can see the proof, we also asked during the live chat and received confirmation
Ok, we let 17,000 euros win, which was really my right
Where is my deposits in total I deposited 3125 euros
I only transferred 10 euros back
Is that something normal?
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1 year ago
Hi Alev,
When it comes to casinos, it is never a good idea to register more than one account per household, IP, or share accounts or the device to play the games on, etc. The casinos try to protect themselves from bonus abuse and sometimes are too strict. Even though we always try to persuade the casinos to act fairly and pay the players who played in their name with their own money, it is mostly a very difficult task. In this case, it's been over two years, so it's practically impossible to gather all the necessary evidence and we can't force the casino to pay you. If you contacted the casino's ADR and/or the MGA, you should definitely have some sort of a statement from them by now. I'm afraid your complaint will be rejected. I wish I could be of more help.
Best regards,
Peter
