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Lapalingo Casino - Waiting for my cashout of €2,005

RESOLVED
Complaint Info
Disputed casino Lapalingo Casino
Reason Verification issues
Amount € 2005
Fiji991 Hamburg
Posted on September 14, 2020

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.

Fiji991 Hamburg
Posted on September 14, 2020

Dear all, I got an email from Lapalingo casino. They have requested an Bank statement of my account to verify. As I mentioned above.
Before, as you can see that I had to verify my (old master card) its the same bank, same bank statement I have uploaded, they verified this one months ago. Now keep in mind, same bank, same bank statement, they do not accept it anymore. telling me that this is not an bank statement.
I will provide you as well, that this is an bank statement, as you can see the transaction + all requested details are on this bank statement, Name,D­ate­,Ad­dre­ss,­IBA­N,BIC and the name of my bank.

Please note, all the marked black things are as I have uploaded for the casino, the blue marks, I just did now for security reason for myself here to not share this with anyone else.
So all the blue marks are visible for the casino, what shows clearly, my whole address, credit card number, date, downstairs u can find the IBAN + BIC.
In the middle obviously the transaction I made or received, so its obviously that this is my bank statement.

No correct details, what is missing here, what is wrong with the bank statement. Only reason I got from them is, they say, its not an bank statement and here they are wrong.

Thanks one more time,
All the best.

AskGamblers
Posted on September 21, 2020

Dear all,

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

Posted on September 24, 2020

Good Morning FIJI991

Can you send me a message with your username and I will happily investigate your issues.

Thanks

Shaun

AskGamblers
Posted on September 24, 2020

Dear Lapalingo Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on September 24, 2020

Hi FIJI991

I have looked into this and the document you sent in is not a bank statement (Bankauszug or Kontoauszug) is states rechnung in the top left hand side.

Once we receive a bank statement (Bankauszug or Kontoauszug) the funds will paid put.

Regards

Lapalingo

Fiji991 Hamburg
Posted on September 24, 2020

Dear everyone, first of all thanks for replying to this case.
Its an credit card, there is only this statement I can only download from my credit card provider.
Its the same, *rechnung or bank statement, as I have to pay at the end of the month the monthly fee for my credit card institute.
There is no bank statements with the sign saying the word *Bank statement*
In my case or with my bank they say *rechnung* for bank bank statement.
Therefore you can find all the transactions I made on this bank statement.

Best regards

Fiji991 Hamburg
Posted on September 24, 2020

Dear all, heres the bill/statement, as u can see downstair I marked in blue.
*Please check here "Noch nicht gebuchte Transaktionen aus diesem Monat werden auf der Folgerechnung ausgewiesen"*

Best regards

Posted on September 28, 2020

Good morning

We do not require a credit card statement, as we have now told you multiple times we only require your bank statement, failure to provide this means the payout will continue to be pending.


------­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­-----

Guten Morgen

Wir benötigen keine Kredit­kar­ten­abr­ech­nung, wie wir Ihnen bereits mehrfach mitgeteilt haben, dass wir nur Ihren Kontoauszug benötigen. Wenn Sie dies nicht angeben, steht die Auszahlung weiterhin aus.

Fiji991 Hamburg
Posted on September 28, 2020

Dear all
I have told you that my bank statements is this one I have send to you multiple times.
My bank provider does not have that requested sign saying Bank statement or Bankkonto Auszug.
Regarding to this now that you do not accept my bank statement and that I have proven that my previous credit card I have deposited with can I cash out to my Debit card bank?
On my debit card statement is the requested sign of "Kontoauszug" to finally getting to an end that im gonna receive my winnings.
Once again the bank of Advanzia just gives her customers only the statement of transactions I have send to you.
Best regards

Posted on September 29, 2020

FIJI991

Please dont take the wrong way but this will be my last in public on this matter.

Please send your bank statement that shows your salary being paid in to the support team, do not post it on the thread simply send that ensure it is the most recent one.

Thank you.

Lapalingo

Fiji991 Hamburg
Posted on September 29, 2020

Ok, im gonna upload it right now.

Have a good day

AskGamblers
Posted on October 5, 2020

Dear @Fiji991,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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