Lapalingo Casino Complaints

Made withdrawal for my 51.15 euros.

Provided every document required 7.11.2020
Provided another document validity of my document with picture of me with it that they required to "confirm" which i provided instantly 9.11.2020

Still no answer. The company is delying verification and transfer for a reason. They dont want to fund money that people have won. Instead they want to keep people loosing all their money instead. How come this is not against MGA rules?

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.

I've won 100 € at Lapalingo Casino on 9th Dec and I did a payout of 99€. I'm waiting since then to get my money. I wrote 4 mails to the Support but never get an answer. They are not reacting. I know it's not much money but I've won it and I want to get it. I'm tired of writing mails again and again. I've send them every document they need and I'm officially verified, so I clearly don't see the problem. Please help. I want to get my money.

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

I found this site online, read lots of reviews and figured I'd give it a try. I made my first and only deposit via paysafecard with no issues on September 9th. The problem came when I was trying to make a withdrawal. I send in my documents and they got approved in a timely manner, however I was unable to make a withdrawal via bank transfer because Canadian banks do not use an IBAN number which lapalingo wanted to process my withdrawal. I started a live chat to get help with the situation and the agent wanted me to make another deposit with another method so they can process my withdrawal through that provider. That is completely outrageous. I couple days pass, it's now the 12th of September, and I found another complaint online where a Canadian player was having the same issue. I opened up another live chat and explained my situation again and the agents first response was "make another deposit with another method." I explained the complaint online and how it was resolved and asked if I could do that same thing. The live agent said I could do this. The solution was to send support an email directly with all my banking information so they can process my withdrawal manually. After sending this email to support they responded in a very short amount of time however, was still asking for an IBAN number. So I explained my situation for the third time and the agent understood and said they were sending my information to the accounting department. Two days pass, so it Friday September 14, and the money is still in my casino account. I send support another email and no response. I waited the weekend and send another email on Monday morning and no response. I decided to try and talk to live chat to see if they can give me any information. The agent gave me no information other then saying support will email me soon with all the details. That was 2 days ago. I have been fighting for a week now and still have no idea wether or not they are even going to process my withdrawal. This is such a headache. If you are a Canadian player i would suggest saying away from this casino.

Hello! I won an amount of 1263 euro at lapalingo for over 1 month ago, did as i was told (uploaded all documents) i tought. Was wating for the money to come to my 11/4 bank acc, after 1 week still no money. I went back to talk with chat, where i heard that some documents was missing picture of my creditcard wich i uploaded the 20/4. The 23/4 i went back to ser whats up with my withdraw and here starts the hell for me. The support told me that my withdraw was cancelled during the lack of documents wich i totally understands. But what i dont understand is that i was told the same day that my withdraw was edited "last night" 22/4. I was waiting a Couple of day to give the transfer some time. When i went back again the other support told me that his colluege missed to write down that my ccard was accepted. Gave them some more Days and went back, they now tells me that my withdraw was accepted the 11/4 And i need to Contact my bank. I did as i was told and my bank both international and local tells me there is no transfers from lapalingo and there is not even any transfers at all at this sertain amount of money. Please guys help me out with this cus i've lost my patiance with lapalingo.

So I have €7000 in my account, it's all real money, no bonus, the bonus has been wagered. I made the deposit because of the deposit bonus option, I made the deposit with a temporary visa. Now I am trying, and have been trying for over a week to withdrawl to my bank account. I have sent numerous emails, to which they haven't replied. Chat told me to send an email with my banking info and a cashout request. I did that on Sunday so about 72 hours ago, but I had also been trying for 5 days to get an answer before someone even told me to do that. And when they told me to do it, I had sent the email in on my own freewill 2 days earlier, and they didn't even know. Chat has been professional, they just don't have any answers. They keep saying don't worry, then they said sorry dealing with Canadians cashout is "hard". Why are they excepting Canadians? I'm tired of checking in every day, I haven't got one answer that means anything, just give me some details or a timeline. I'm so frustrated. To sum up: been trying to withdraw for over a week, they said dealing with Canadians is hard, I've gotten no replies to my emails. Also I have screen shots of chat since it doesn't work when you try and email yourself the transcript. Please give me some answers, if you're Canadian: RUN.

Wont fix problem but said it was fixing. Photos here: < link removed, photos containing sensitive personal information > Problem is that when choose correct country code its auto changes in to wrong and sends in wrong number. Weeks ago they said its will be fixed and contact soon. So i contacted today and talking same lies and wont fix a problem at all. When choosing +370 it changes in to 00370 So that i wont get sms code.

It's with great sadness that I have to file this complain since Lapalingo is one of my favority casinos but incapacity to resolve this issue on their side for over 20days and poor feedback leaves me no option but this. At 15-01-2018 while trying to play Gamomat operator I experienced major lag issues on their slots, ended up stop playing there and changed to a different provider, around 4minutes later I was unable to play on any slot (like you can see in attached) and by checking the gamerounds I noticed an issue with Book of Romeo and Julia (visible in screeshots). Not sure if this is the cause of the issue but I'm still until now unable to play on any available slot on Lapaligo casino. Support was not the most responsive to help me on this case and I ended up having to open tickets by myself for this issue which is still unresolved and without proper feedback. Please kindly look into this situation since I would honestly like the opportunity of continue to play at Lapalingo. Br,

I made a withdrawel to my neteller accout 11.10.2010 I still haven`t received it. I have contacted chat many times, they ask me to be patient due to staff not working or they say that the withdrawel is sent to me. I have also sent several e-mails but no replies. The amount is only 29euro, but I don`t think the casino is doing anything to help.