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Lapalingo Casino - Unjustified removal of bonus money AFTER the wagering was done

UNRESOLVED
Complaint Info
Disputed casino Lapalingo Casino
Reason Declined payment
Amount € 400
jymy2337 Finland
Posted on December 24, 2019

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".

AskGamblers
Posted on December 24, 2019

Dear @jymy2337,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

AskGamblers
Posted on January 6, 2020

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

jymy2337 Finland
Posted on January 9, 2020

400 euros is the total amount of the disputed withdrawal requests

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