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Lapalingo Casino - Declined payment of €11,000 euros with the request for proof of income

RESOLVED
Harmony Deutschland
Posted on November 29, 2018.

Hello Community,

In the last days I had a good run at Lapalingo. I've won around 30.000 euros there in 3 days. I've been a regular guest for years and have never had any problems with lapalingo, even with high payouts. The first payment was 16.000 euros.
The first payout was 16,000 euros. As usual, the payout came on very fast within a few hours to my skrill account.

So I've tried my luck more often and repeatedly paid 100 euro or 1000 euro.

I kept playing up my bankroll. At some point I was again at 16000 euro and caused a payout, but I always left a rest and continue to try my luck.
I then repeatedly canceled withdrawals, played high, won, paid again, continued to play, canceled again, etc. At the end I cashed out again 11000 euro. I did not even think that this might be a problem, but I was surprised that the money was not was not in my skrill account at 27.11., as I was used to so far from lapalingo.

No problem, I thought, then it will happen the next day. Today I received an email from lapalingo that I should provide evidence of where the money deposited comes from. Is that serious?

I've been playing there for years and have had multiple payouts at this level. Also, all deposits for lapalingo were up to date in order, where no one has questioned me about the origin, since these were mostly lost. Everyone knows exactly what it means to play in online casinos. And now that I can get back a fraction of my losses, they ask me for the source of wealth. My withdrawals are actually pending now.

I find it an outrageous idea to send such sensitive data to an online casino. It is unreasonable to ask such a document from a loyal regular player that has not interested anyone years ago.

The chat informed me that the payout will not be made until I provide this proof

Now I hope that I will find the needed help here so that I receive my payout and not lose the positive image of lapalingo

Posted on December 3, 2018.

Hello HARMONY,
Thank you for sharing your experience with us.
Based on your description, it sounds like a request as per Anti-Money Laundering regulations, which we are obliged to follow as an operator regulated by MGA license. In cases of high activity by a player like high amounts of deposits and withdrawals, the operators are required to extend their verification (KYC) procedures with an aim to fight against money laundering activities. In such situations, the customers are asked to provide their sources of income as a standard procedure to be able to document that the gambling money is originated from legal sources.
However, to be able to look into your case deeper, and give you more specific information about this request, I’d need your player details. In this regard, could you please kindly send your player details to [email protected]­abb­it-­ent­ert­ain­men­t.com? So, I will talk to the team and can get more information for you
Thank you for your time
Kind regards
Lapalingo Team

Harmony Deutschland
Posted on December 3, 2018.

Dear Sara,

thank you that someone cares about. I have sent you mail to your adress [email protected]­abb­it-­ent­ert­ain­men­t.com and hopefully we can sort this thing out quick so im not losing faith in lapalingo.

Thank you
Kind regards
Harmony

Harmony Deutschland
Posted on December 5, 2018.

Update: Ive mailed sara from rabbit entertainment and got no reply from her. Instead of sara someone from the affiliate management contacted and told me his point. He request me to close this complaint, what i will not do, because nothing is resolved.

After all the trouble, I was convinced by other users that I send the required documents and thus the case would be done, even if this does not correspond to my nature. I did so and then the affiliate manager came back with the note that he was not in the position to open these documents and promised to delete them immediately. I'd better upload the documents via the website and then write to him that he makes contact with the customer support and tries to mediate between us. It looks like nobody in Lapalingo is interested in a quick solution.

I will post here if there is something new to announce

Posted on December 5, 2018.

Hello < name removed >,

It's very kind of you to share the updates regarding the process here.

I've just wanted to add that i understand that you have concerns regarding the privacy and confidentiality of your documents, and that's exactly why we want our customers to upload their documents through the website for the customer support who has the authority and responsibility to check these documents and approve. You would also know as an experienced player that i don't think there's any casino on the earth that the affiliate managers check and approve the customer documents; it's not related to providing a fast solution, it's related to the responsibilities and authorities of the positions within the company. As I've already mentioned in my email, I'll do my best to coordinate the process btw you and the CS to provide a faster and easier solution for both sides.

I appreciate your collaboration.

Kind regards

Harmony Deutschland
Posted on December 5, 2018.

You can go on to coordinate. Documents are sent.

Harmony Deutschland
Posted on December 5, 2018.

This complaint can be closed because it is solved. Got the money

AskGamblers
Posted on December 6, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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