The player from Finland is experiencing difficulties completing the account verification. Meanwhile, the account has been suspended and the player can’t access and play any games. We closed the complaint as ‘unresolved’ because the casino failed to reply.
Lapalingo Casino - Player’s struggling to complete KYC verification.
Black points: 18
Amount: €70
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
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
I made a € 70 deposit and got a € 70 bonus. I made a deposit with a new card because the old one was stolen and now I can't play games when the account is temporarily closed. I sent pictures of the new card. casinos will be able to play immediately after the deposit even if I have not sent any documents yet? had not accepted my electric bill for a reason I do not know. nor a driver's license which is broken but other casinos have accepted. unable to play any games until all the documents have been approved.I understand yes if I were doing a withdrawal but now that I am not then I don't understand that.now the money is hanging in the account and I can't do anything
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4 years ago
Dear Arto,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly. I would suggest contacting the casino and find out why the document hasn’t been accepted and provide it in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.
Could you please advise how many days ago you have requested your withdrawal and started the verification process?
If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
well now been approved sähkölaskun.ja now I'm waiting for the third straight day accept bank card kuvat.mutta but do not accept that a license which is rikki.ja that means that that they force me to order a new driver's license that I can not even produce pelaamaan.niin and I do not understand how I can not even make a deposit if the account is temporarily suljettu.muilla casinos I've played with yes I have been able to play as soon as I made the deposit and have not yet even documentaries but here you do not get to play until the documents are approved amazes brings.
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4 years ago
Do I understand it correctly that you have started the verification process 3 days ago?
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4 years ago
Translation
now part of the problem solved have opened an account. but now they are asking for an electricity or other invoice with a picture showing the name and mailing address but as in that earlier i announced that they have already accepted them so now they are asking for the same one again.
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4 years ago
Thank you very much, Arto, for your reply. I will now transfer your complaint to my colleague Zuzana 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.
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4 years ago
Hello Arto,
I looked at your complaint and will do my best to help you. I would like to invite Lapalingo Casino into this conversation. Can you specify where is the problem with player’s verification process, please?
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4 years ago
Translation
juu call out too i want to hear their explanations that once approved documents have to be resubmitted. although i played the money away when that doesn't progress at all.
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4 years ago
We would like to ask the Lapalingo 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’.
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4 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
