The player from Austria had submitted a withdrawal request less than two weeks before contacting us. Winnings hadn't been obtained up to that day. The player had been accused by the casino of exploiting a system error, which he denied. He had played different games and won at different games. We received a message from the casino that the issue had been escalated to the gaming authority for investigation. Despite our team's attempts to contact the casino for a resolution, the casino stopped responding and closed down. The case eventually became unresolved.
Lapalingo Casino - Withdrawal of player's winnings was delayed.
Black points: 79183
Amount: €118,500
Lapalingo Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
11 months ago
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1 year ago
Translation
Hello dear guru team!
I really hope that you can help me to get my prize!
I just had a lot of luck in said casino, I won over 118,500 euros. I've played various games and in short I've had a lucky streak that everyone dreams of. I have to mention that I have a fully verified account and an email was sent to me in this regard, which is a confirmation from the casino that my account was verified.
Nevertheless, my account was immediately frozen after the win on the grounds that there was maintenance work on my account. I should please be patient, I could not tell me how long this would last.
So I was patient and about 10 days later my prize was canceled and I didn't get a reason from the live chat, only that the responsible department would contact me by email.
I have several screenshots, photos, screen shots of my win, I definitely played without a bonus and my win was canceled anyway.
This proves quite well that online casinos are simply not reputable. As soon as someone is really lucky, his winnings are simply annulled. Please, dear Casino Guru team, now it's your turn to prove that there is justice in the online casino too. I would like to provide more information, but the maximum number of screenshots has already been reached.
If there is an email address, all other documents would be sent.
Thank you and please help me!
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1 year ago
Dear chris23120906,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Hello dear guru team!
Got news meanwhile, I've been accused of exploiting a system error in which I'm said to have played a faulty game!
I was never aware that there was a system error!
In addition, I played different games and won at different games.
I really don't know what to do please help me.
Here are some screenshots!
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1 year ago
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Hello dear guru team!
No, I have not received any payouts from Casino Lapalingo!
On the contrary, I am accused of exploiting a system error and all my winnings were voided as a result!
But I already gave you this information in the last message.
i need help please
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1 year ago
I apologize for the misunderstanding. My previous messages were automatically generated based on the answers you provided while submitting this complaint.
I noticed you asked for an email address to send additional information. You can forward everything to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello dear guru team!
I have already sent all documents in my possession to the e-mail address you requested.
Casino Lapalingo keeps refusing to pay out my winnings!
On the contrary, I am accused of having exploited a system error and that I do not receive any money for this reason.
In my opinion, such examples show how dubious an online casino can be!
So I hope that the guru team can help me with my problem.
Back to the insinuation of the casino!
I was never aware that there was a system error!
In my opinion Both the game manufacturer and the game provider (Casino Lapalingo) should
Make sure that all games provided are properly functional!
Nevertheless, despite where software is installed and programs are installed, so-called system errors can occur, I am well aware of this.
However, if this should actually be the case, I would resort to a goodwill solution.
As already mentioned, not one player can be held responsible for the technical problems of the casino.
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1 year ago
Thank you very much, chris23120906, for your cooperation. 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
Hi chris23120906,
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
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
Hi chris23120906,
I received some information about your case. It appears that there was a technical issue that occurred while you were playing. The matter is currently under investigation. Unfortunately, we will need to await the decision of the regulatory authority. It is difficult to predict how long this process will take, but it usually spans a few months. After three months, we will reopen the complaint and reach out to the casino once more. You will receive an email notification. I wish I could be of more help.
Best regards,
Peter
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11 months ago
Dear chris23120906,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.
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11 months ago
Translation
Hello dear Guru Team!
Unfortunately there is no news regarding my problem.
I was hoping that the regulatory authority had made a decision by now.
Unfortunately, that is not yet the case.
I still hope that the authorities will take my case into account since it is after all over 118,000 euros!
Dear Guru Team, I hope that by joining forces we can achieve justice.
Best regards
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11 months ago
Dear chris23120906,
Do I understand correctly that you contacted the gaming authority but it hasn't made a decision yet?
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11 months ago
Translation
Hello dear Guru Team!
No, I have not contacted the gambling authorities!
However, I hope that the authorities will take my case into account because it involves over 118,000 euros.
LG
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11 months ago
Hi chris23120906,
Since the casino is closing and there's a high possibility that we won't get a statement from them regarding your case, I suggest you contact the gaming authorities yourself. Please send emails to both of these email addresses and try to find out in what state the investigation is (support.mga@mga.org.mt, info@eadr.org). In the meantime, I will try to get a response from the casino.
Dear Lapalingo Casino team,
Could you please provide us with an update on the status of the gaming authority's investigation?
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11 months 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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11 months ago
Hi chris23120906,
Do you have any news? The casino isn't responding as expected.
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11 months ago
Translation
Hello Dear Guru Team!
How unfortunately I have no news!
The casino does not respond as mentioned, which is to be expected.
Slowly losing hope for justice.
Unfortunately, this case clearly shows that online casinos are, with few exceptions, dubious.
After all, it's over 118,000 euros, so if this sum isn't worth it then I don't know what to do next.
LG Dragan
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11 months ago
Hi chris23120906,
I have tried to contact the casino repeatedly but had no success. The casino is closed and I'm afraid there's nothing we can do. It's really hard to tell if even the gaming authority will have the power to help you in such a case. We will close the complaint as unresolved. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
