The player from Brazil has requested a withdrawal two weeks prior to submitting this complaint. Casino experienced technical issues with the payment provider. As soon as the problem had been resolved, funds were deposited into the player's account.
Lapalingo Casino - Player’s withdrawal has been delayed.
Amount: 5,000 R$
Lapalingo Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
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Good evening, I'm having a lot of trouble withdrawing my money from the casino, I've been trying for 15 days and I don't have a concrete answer. that I have saved, and so far no solution or my withdrawal. I'm very upset because it's my money I won.
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1 year ago
Dear larissamoliveira20,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
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Goodnight,
if it is common because the casino then makes a false advertisement informing that in 3 days the withdrawal will be completed, this is absurd regardless of the branch it is, it is false advertisement, as users we do our part of the documentation, we deposit our money, in order to of fun and hope of some gain, and when we have that gain do we suffer this embarrassment? if the casino cannot meet the deadlines stipulated by themselves, they should remove this information from the website's advertising, as it becomes misleading advertising.
On today's date, it's been more than 12 days since the first withdrawal requested, because the casino itself canceled the first withdrawal (I had already waited 3 days), I made the request again (again it was canceled +3 days), my first withdrawal request was on 01/02/23, since then the problem started, now it has not been cancelled, but nothing happens.
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1 year ago
Thank you very much, larissamoliveira20, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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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1 year ago
Hello, Larissamoliveira20!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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1 year ago
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Today completes 9 days of withdrawal request (not counting the other withdrawals that were canceled by the casino - and the casino claiming that I canceled it, and no, there were 6 more days before those 9 days.
My entire account is verified, the withdrawal is approved (all rollovers fulfilled) my user part is complete, I have several conversations in the customer service chat where the operators themselves inform that it is a problem with the withdrawal method, and that the casino it is being resolved, today I was again informed with the same answer "the team is working to resolve it as soon as possible" - without a set deadline.
If necessary, I have all the screenshots and chat conversations.
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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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Good morning,
Unresolved complaint and the penultimate information in the chat was, the withdrawal is already approved, and 3 days passed and it did not fall, I returned to the chat and already had other information that they were waiting for the provider to approve? what I have with the provider I deposited at the casino, this should be an internal agreement with them, it's been 25 days and nothing of my money, a regrettable situation.
I have all conversations saved, each time different information.
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1 year ago
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Good morning,
for the third consecutive day I contact the chat and only the same answer , that they are waiting for a return from the withdrawal provider , I am a client of the lapallingo casino and not the withdrawal provider , and at no time is a deadline passed , they have already passed 25 days after the request for the first withdrawal, since then there is no deadline, this situation is very annoying, the impression is that the casino does not have the funds to pay its customers, I found the starting platform to be great, more if I had known that I would have this difficulty for a simple withdrawal of the which is mine by right I would not have deposited my money.
I did all my part as a user (which, by the way, is a lot of demands) and in the casino part, he doesn't comply.
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1 year ago
Hello, Larissamoliveira20!
I have contacted the casino representative and they said that casino has some technical issues.
I am suggesting you to wait for the funds a little bit more and extending the timer for 7 more days.
Thank you for the understanding!
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1 year ago
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Good night, how much longer? day 01;03 completes 30 days of the first withdrawal request, if there was any other option but to wait....
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1 year ago
Unfortunately, the issue I have mentioned above is with the payment provider, so there is no possibility to return the funds and try something else. I feel your frustration, however, I would strongly recommend you to wait, the casino has good reputation and is licensed by a good regulator, so sooner or later your money should be received by you.
I am suggesting you to give it another 7 days and, if funds will have not be received, to file a complaint with the MGA. I will provide you with a link if you need it.
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1 year ago
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I keep waiting after all I have no other option
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1 year ago
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Good afternoon,
I like things right so since I came to complain I also come to finish the matter, my withdrawal was processed today and is already available in my bank account, I appreciate the help of everyone involved, I will give the casino one more vote of confidence, and deposit through the method netteler , according to their information I will not have problems with withdrawals,
thanks to those involved for the help.,
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1 year ago
Dear Larissamoliveira20,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience. Please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
