The player from Germany is experiencing difficulties verifying his casino account due to an old, expired bank card. The casino failed to respond to this complaint, therefore we were forced to close it as 'unresolved'.
Lapalingo Casino - Player’s struggling to complete the account verification.
Black points: 48
Amount: €71.26
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
3 years ago
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3 years ago
Translation
It's about a payout of 71.26 euros or my online losses
from approx. 1400 euros
For two weeks I've been fighting for my money because I've been one for a long time
Profit of 71.26 euros.
When paying in, I always paid with Paysafe and Sofortüberweisung. Everything was fine until I won
Should send documents and should open a Skrill account.
I have sent documents, ID, account statement, Paysafe account details, pay slip.
However, credit cards are required that I used in 2018, which I HAVE NO LONGER USED AND BUT ONE OF THEM HAS BEEN CONFIRMED WITH THOSE
I only paid with Paysafe and Sofortüberweisung.
They have blocked my account and are not paying my money. They require credit cards that I no longer have or used.
I want the 71.26 and my losses paid off.
Oh, everything I send is not okay, they just want to hold me off like you do with many customers. I've read many complaints about Lapalingo.
They also have my account number for payment.
Everything was in order until the payment was made, I always paid in nicely because no documents were asked for weird.
Please help me finally want my money about 1400 loss and 71.26 euros profit.
Automatic translation:
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3 years ago
Dear Elke,
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 licensed and serious casinos takes KYC lightly.
Do I understand correctly that providing details of the old card seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Could you please forward the cashier history and indicate which deposits have been made through your expired card? My email address is 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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3 years ago
Translation
Have you received the first email via your email address?
Automatic translation:
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3 years ago
Thank you very much, Elke, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin 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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3 years ago
Translation
Hello I have a chance at all to get my money and how it continues now
Automatic translation:
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3 years ago
Hello Elke!
I will take care of your complaint. I'd like to invite Lapalingo Casino's representatives into this discussion in order to help us to find a solution.
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3 years ago
Translation
Okey, stay with your opinion, I should get my bank and account statement from 2018 for these credit cards that I no longer have or used.
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3 years ago
We would like to ask 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’, which will have negative impact on the casino's rating.
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3 years ago
Translation
Waiting for that they want to keep the money like with the other winners where you always refuse everything and always have other excuses. They would have to lose your license.
For me it's about 71.26 payout won and losses 1400 euros.
Some others have won more than 1000 euros because Lapalingo does not pull it through a payout
MFG Angermann
Automatic translation:
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3 years ago
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’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
