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.
Resolved
€2,005
