Haven't received my payment

Dear all, since the 15th of April im trying to use the casino website of Lapalingo casino.

First of all I started to play with an bonus. I deposited 200 EUR to get 200 EUR bonus.
I played the game Mystic Mirror, few spins and triggered the free spin round. ( I won around 290 EUR )
After the free spin round was over, the game told me to *press ok* to get back to the main game.
An error came up, the website told me to refresh the page, I did, nothing happened. so I closed the game.
Open it once again and started to play again, I made 2 more spins until I realized that the winnings of the bonus round did not came up to my balance.

So i was asking the chat where the winnings from the free spins round were.
All I got was, it was my fault, as I breached the rules of maxbet, what I clearly could sorted out within a second and after she checked once again, she told me that she needed to forward this case to some department.

So since that day 15th of April, I went to the chat more then 10 times to ask if they could sort out this problem. Nothing at all, at the end they told me, that they can't track that bonus round and the winnings of the free spins rounds is gone, so its on my bad.

Nothing else u can do here on players side..
I continued to play and I was lucky that I won one more time. I finished the wagering and now im able to withdrawal 2,005.00 EUR.

So since the 8th of July, im trying to withdrawal my winnings, since that day "my account is not verified yet"

Let me explain here as well.
I went to the chat to tell the live chat, in the meanwhile since 15th of April until July, the card I used to deposit was changed to an new credit card. I told them that im still able to get the winnings to my old card, but if possible I wanted to withdrawal to Ewallet account. They told me, sure I will just need to deposit 10 EUR and if my Ewallet is verified, they will cash me out.
I wish.. nothing at all.

So they have requested an extra letter to verify, that this account has been closed, with card number, date,name,signed from bank, bank logo etc.

At this time I had only name, card,date but now bank logo and not signed as I just got it via email from my bank provider.
So I needed to wait for this 6 weeks to get this signed paper.
I tried to explain many times, that im still able to get the winnings of the deposit card method I used.
Im wondering, if im still able to get the winnings on this card, who in the world is interested and allowed to ask for an paper of my bank, if its still able to get the winnings?
As this card was verified already, im wondering what this has something to with verification process? As this has actually just something to do with me and not with any casinos.

So on, I uploaded this document when I received it.
1st of September, it has been uploaded and verified.
They requested my new bank card + bank statement, everything is uploaded since the 5th of September, IBAN,BIC,Name,Date,Bankname everything is included in this statement, telling me that is not... so I upload it another one, usually the same. since that day no updates, not verified, no winnings.

Chat, is not responsible anymore, leaving chat without really helping out, telling me that the correct department isn't there, not sure what they trying to tell me if they are thinking that they sitting in a big office?

Its not a big thing to sort this problem out with any department in any online casino...

Rand notice, I deposited in the group of Lapalingo over 15.000 of Euros in the past year.
As an valued player who deposited so much money in this casino, to treat me to just leaving the chats without really explaining or helping me out to sort out this case, actually since the 15th of April dear Lapalingo, thats in my eyes everything else then customer care.

Please Askgamblers, I would be happy to see finally my account verified and my winnings on my account.
On this ill send you as well all the requested documents + the live chat conversations.

Hope everyone Is staying safe at this time,
All the best.

Hi Askgamblers and Lapalingo.
Please do not mention any email, name, address information in this complaint section due to privacy.

I requested a withdrawal on February 21st 2020, but the withdrawal was never released of 2000$.
I am a regular player with Lapalingo and have been playing for quite a few years; my account is also verified.

As I have not received any payment from the casino, I have emailed support and have received no answers.
I contacted their casino support representative for information about 7 days ago, who's information is available in the casino's review section has not replied back to my email.

As no communication has been made, I hope we can solve our issue on Askgamblers.

Thank you

Hi Askgamblers.
I would like to state the fact that I am a verified player at Lapalingo. I have been for months now. I have used my credit card and my ewallet on multiple occasions. I have as well requested withdrawals to my ewallet and they have been approved after verification. (proof attached privately)
Recently I requested a withdrawal of 3600 euros.

This is the email I received from them this morning,

Hello D**************,
while verifying your account, we encountered following issues:
Provide us a screenshot of your used EcoPayz account. It is necessary that the account id as well as the address of the EcoPayz account is visible.
Further important notice:
The e-mail address on your previous EcoPayz screenshot doesn´t match anymore. Please send us a new screenshot of EcoPayz.

After reading this I went on chat and required more information about this. They mentioned that email was changed on my ewallet, and they required the same email on the player account and my ewallet.
I also stated that having a different email on an ewallet has nothing to do with my player account. The chat person said I must change my email to have it match my player account. I was flabbergasted.
1. You have accepted my deposits for the past year. (proof attached privately)
2. You have also verified me previously.(proof attached privately)
3. You have sent my withdrawals to my ecopayz previously. (proof attached privately)

I also provided the new screen shots they requested, however they were rejected. I was suggested by Askgamblers support team to provide screenshots of my claim.

How come you can tell your clients to change their email address on their ewallet when it has nothing to do with my player account ?

Please send my funds.

I made an account through their affiliate https://www.lapalingo.com/fi/landingpage/book18/book18 (attachment 1) . It was first deposit bonus of 200% up to 400e. The bonus link worked and the bonus was credited to my account after deposit. There was no special bonus terms for this bonus code so the casinos General Bonus Terms should have been valid ( https://www.lapalingo.com/en/bonus ). After the bonus wagering was done they declined my withdrawal and removed the bonus amount from my account without any information given at the time (attachment 2) . After inquiring the answer was following (attachment 3):

"We had recent changes in the bonus terms. Since the 15.11. players from your location can only use bonus codes that include FI in the code. Therefore your balance was taken from your account and the deposit was refunded."

Their Bonus Terms and Conditions does not mention that customers from Finland are not eligible for this bonus or mention that people from Finland can only use bonus codes that ends with "FI". I can only follow the rules they have written in their terms and conditions as I cannot read their mind.

Other points:

1. I made an account from a Finnish IP address, if Finnish people were excluded from the bonus they would not have issued the bonus in the first place.
2. They removed the bonus AFTER I had wagered the required amount and not at the time of deposit.
3. The Affiliate had not been informed that Finnish people are excluded.
4. The Affiliate manager from Lapalingo did not have information about this change either.
5. They did not have a landingpage for "BOOK18FI" code.
6. Removing the bonus after the wagering is done is just pure scam as they make themselves "win-win" situation where they do not need to return the money for the customers who have failed to finish the wager.

What should result: Lapalingo should return the money they unjustifiably removed and add in their T&C that players from Finland are only allowed to use bonus codes which end "FI".

Hello;
I am trying to withdraw money, all my documents are verified but somehow my cash out request is still waiting.
Before my withdrawal request, I was able to access to online help but now online help is not accessible for me. Just let me to leave a message where I cant get any respond.
I have been playing for online casino for a long time and its the first time I face such an issue.
My withdrawal request is just 900€. I cant imagine if I want to withdraw 10K€.

So I have 8000€ in my account, it's all real raw cash, no bonus - nothing. I have had noumerous withdrawls on this casino before. I´m verified since October of 2018. A while ago i made an deposit with my credit card and after my win of 8000€ they asked for proof of that - which i immediately porvided. Day´s are going by and they finally verified my credit card - but now my withdrawl is stuck on pending since 13.07.2019! Live Chat is giving different and confusing answers everytime i ask them whats wrong. Sometimes i uploaded my credit card proof wrong which is already verified in my profile, another time they tell me don´t worry you´re money is going out today but it dosen´t.
I'm tired of checking in every day, I haven't got one answer that means anything!

Hi,

since December 27, 2018 I have had problems with 2 bonus games at Lapalingo. Several times I have been in contact via chat, but this does not seem to come to a solution. Every time it is indicated that the IT department is working on it. It is about 2 games:

Super Monopoly Money - 21 euros on the wheel, but this one does not charge.

Monopoly once around deluxe - 3 euro bonus see error in attachment.

otherwise only good experiences with this online casino, so hopefully this can also be solved quickly.

On the 28th February I deposited €250 and was given a bonus to play with at Lapalingo casino. I started luckily and won €2500 with a slot. After I ended my session I noticed that I still had to do a lot of betting to be allowed to take any winning because of the bonus system. But that was okay because the terms said that the bonus will be valid for 30 days. So I believed that to mean that I have 30 days to finish the betting.

Last week I tried to log into my account to continue playing. There was a message saying that the casino was not accepting Portuguese players any more. I was told that to withdraw any money in my account I should contact support. I did and yesterday received a payment. I received €249. Lapalingo has cancelled my win a long time before the 30 days without any warning and now are paying me back only my deposit minus €1.

If a casino pulls out of a country it does not mean that it should not honor commitments they made to players. When they make an offer of a bonus with many strict rules which make it hard to win, they have made a commitment in writing to a gambler who accepts this offer. I was very lucky to win but could have lost and took a risk. If I had lost they would not pay me back if they leave the country. So why when I win can they just act like I never had won just because they leave?

They are acting against their own rules since their terms clearly say I have 30 days. I have not broken any rules so Lapalingo should either give me a chance to finish my betting or pay me the amount that I won playing their games.