Lapalingo Casino - A retirada dos ganhos do jogador foi adiada.

Hello dear guru team!

I really hope that you can help me to get my prize!

I just had a lot of luck in said casino, I won over 118,500 euros. I've played various games and in short I've had a lucky streak that everyone dreams of. I have to mention that I have a fully verified account and an email was sent to me in this regard, which is a confirmation from the casino that my account was verified.

Nevertheless, my account was immediately frozen after the win on the grounds that there was maintenance work on my account. I should please be patient, I could not tell me how long this would last.

So I was patient and about 10 days later my prize was canceled and I didn't get a reason from the live chat, only that the responsible department would contact me by email.

I have several screenshots, photos, screen shots of my win, I definitely played without a bonus and my win was canceled anyway.

This proves quite well that online casinos are simply not reputable. As soon as someone is really lucky, his winnings are simply annulled. Please, dear Casino Guru team, now it's your turn to prove that there is justice in the online casino too. I would like to provide more information, but the maximum number of screenshots has already been reached.

If there is an email address, all other documents would be sent.

Thank you and please help me!

Hallo liebes Guru Team!

Ich hoffe sehr das ihr mir dabei helfen könnt meinen Gewinn zu erhalten!

Habe einfach sehr viel Glück gehabt im besagten Casino über 118500 Euro habe ich gewonnen. Habe verschiedene Spiele gespielt und habe kurz gesagt eine Glücksträhne gehabt von der ein jeder mal träumen tut. Muss dazu erwähnen das ich einen Vollständig Verifizierten Account besitze diesbezüglich wurde mir auch eine Mail übermittelt habe somit eine Bestätigung des Casinos über die Verifizierung meines Accounts.

Nichts desto trotz hat man meinen Account nach dem Gewinn Sofort Eingefroren mit der Begründung es gebe Wartungsarbeiten an meinen Account.Ich sollte mich bitte gedulden man könne mir nicht sagen wie lange diese andauern würden.

Habe mich also Geduldet und circa 10 Tage später wurde mein Gewinn Annulliert habe vom Live Chat keine Begründung bekommen nur das die zuständige Abteilung sich per Mail an mich wenden wird.

Bin im Besitz mehrerer Screenshots, Fotos,Bildschirm Aufnahmen vom meinem Gewinn habe definitiv ohne Bonus gespielt und trotzdem wurde mir mein Gewinn Annulliert.

Dies beweist ganz gut das Online Casinos einfach nicht seriös sind. Sobald jemand mal richtig Glück hat wird einfach einem sein Gewinn Annulliert. Bitte liebes Casino Guru Team jetzt seit ihr am Zug zu beweisen das es Gerechtigkeit auch im Online Casino gibt. Würde gerne noch viele weitere Informationen übermitteln jedoch wurde bereits die maximale Anzahl an Screenshots erreicht.

Falls es eine Mail Adresse gibt würde alle weiteren Unterlagen übermitteln.

Vielen Dank und bitte helfen Sie mir!

Dear chris23120906,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello dear guru team!

Got news meanwhile, I've been accused of exploiting a system error in which I'm said to have played a faulty game!

I was never aware that there was a system error!

In addition, I played different games and won at different games.

I really don't know what to do please help me.

Here are some screenshots!

Hallo liebes Guru Team!

Habe Neuigkeiten mittlerweile unterstellt man mir ich habe einen Systemfehler ausgenutzt in dem ich einen Fehlerhaftes spiel gespielt haben soll!

Mir war zu keinem Zeitpunkt bewusst das es einen Systemfehler gab!

Darüber hinaus habe ich verschiedene Spiele gespielt und habe bei verschiedenen Spielen gewonnen.

Ich weiß wirklich nicht mehr weiter bitte helfen Sie mir.

Anbei diverse Screenshots !

Dear chris23120906,

Have you received your withdrawal from the casino yet?

Hello dear guru team!

No, I have not received any payouts from Casino Lapalingo!

On the contrary, I am accused of exploiting a system error and all my winnings were voided as a result!

But I already gave you this information in the last message.

i need help please

Hallo liebes Guru Team!

Nein ich habe keinerlei Auszahlungen vom Casino Lapalingo erhalten!

Im Gegenteil man unterstellt mir ich hätte einen Systemfehler ausgenutzt und deswegen wurden alle meine Gewinne für ungültig erklärt!

Aber diese Info habe ich ihnen bereits in der letzten Nachricht schon mitgeteilt.

Ich brauche bitte hilfe.

I apologize for the misunderstanding. My previous messages were automatically generated based on the answers you provided while submitting this complaint.

I noticed you asked for an email address to send additional information. You can forward everything to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello dear guru team!

I have already sent all documents in my possession to the e-mail address you requested.

Casino Lapalingo keeps refusing to pay out my winnings!

On the contrary, I am accused of having exploited a system error and that I do not receive any money for this reason.

In my opinion, such examples show how dubious an online casino can be!

So I hope that the guru team can help me with my problem.

Back to the insinuation of the casino!

I was never aware that there was a system error!

In my opinion Both the game manufacturer and the game provider (Casino Lapalingo) should

Make sure that all games provided are properly functional!

Nevertheless, despite where software is installed and programs are installed, so-called system errors can occur, I am well aware of this.

However, if this should actually be the case, I would resort to a goodwill solution.

As already mentioned, not one player can be held responsible for the technical problems of the casino.

Hallo liebes Guru Team!

Habe bereits alle Unterlagen die sich in meinem Besitz befinden an die von Ihnen gewünschte Mail Adresse übermittelt.

Das Casino Lapalingo weigert sich weiterhin meinen Gewinn auszuzahlen!

Im Gegenteil man wirft mir vor das ich einen Systemfehler ausgenutzt haben soll und das ich aus diesem Grund kein Geld erhalte.

Meiner Meinung nach zeigen solche Beispiele wie unseriös ein Online casino sein kann!

Hoffe daher das dass Guru Team mir hinsichtlich meines Problems weiterhelfen kann.

Nochmals zur Unterstellung des Casinos!

Mir war zu keinem Zeitpunkt bewusst das es zu einem Systemfehler gekommen ist!

Meiner Meinung nach sollte Sowohl der Spielehersteller als auch Der Spieleanbieter (Casino Lapalingo)

Dafür sorge tragen das alle zur Verfügung gestellten Spiele auch ordnungsgemäß funktionstüchtig sind!

Nichts desto trotz wo Software installiert ist und Programme installiert werden kann es zu Sogenannten Systemfehlern kommen das ist mir durchaus bewusst.

Falls dies unter Umständen tatsächlich der Fall sein sollte würde ich jedoch auf eine Kulanz Lösung zurückgreifen.

Da wie schon erwähnt nicht ein Spieler für die technischen Probleme des Casinos zur Verantwortung gezogen werden kann.

Thank you very much, chris23120906, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi chris23120906,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Lapalingo Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi chris23120906,

I received some information about your case. It appears that there was a technical issue that occurred while you were playing. The matter is currently under investigation. Unfortunately, we will need to await the decision of the regulatory authority. It is difficult to predict how long this process will take, but it usually spans a few months. After three months, we will reopen the complaint and reach out to the casino once more. You will receive an email notification. I wish I could be of more help.

Best regards,

Peter

Dear chris23120906,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

Hello dear Guru Team!

Unfortunately there is no news regarding my problem.

I was hoping that the regulatory authority had made a decision by now.

Unfortunately, that is not yet the case.

I still hope that the authorities will take my case into account since it is after all over 118,000 euros!

Dear Guru Team, I hope that by joining forces we can achieve justice.

Best regards

Hallo liebes Guru Team!

Leider gibt es keinerlei Neuigkeiten bezüglich meines Problems.

Habe gehofft das die Regulierungsbehörde mittlerweile eine Entscheidung getroffen hat.

Leider ist dem noch nicht so.

Hoffe dennoch das die Behörde sich meinen Fall annimmt da es sich immerhin um über 118000 Euro handelt!

Hoffe Liebes Guru Team das wir mit vereinten Kräften es schaffen Gerechtigkeit zu erreichen.

Liebe Grüße

Dear chris23120906,

Do I understand correctly that you contacted the gaming authority but it hasn't made a decision yet?

Hello dear Guru Team!

No, I have not contacted the gambling authorities!

However, I hope that the authorities will take my case into account because it involves over 118,000 euros.

LG

Hallo liebes Guru Team!

Nein ich Habe die Glückspiel Behörde nicht kontaktiert!

Hoffe jedoch das die Behörde sich meinen Fall annimmt da es sich um über 118000 Euro handelt.

LG

Hi chris23120906,

Since the casino is closing and there's a high possibility that we won't get a statement from them regarding your case, I suggest you contact the gaming authorities yourself. Please send emails to both of these email addresses and try to find out in what state the investigation is (support.mga@mga.org.mt, info@eadr.org). In the meantime, I will try to get a response from the casino.

Dear Lapalingo Casino team,

Could you please provide us with an update on the status of the gaming authority's investigation?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi chris23120906,

Do you have any news? The casino isn't responding as expected.

Hello Dear Guru Team!

How unfortunately I have no news!

The casino does not respond as mentioned, which is to be expected.

Slowly losing hope for justice.

Unfortunately, this case clearly shows that online casinos are, with few exceptions, dubious.

After all, it's over 118,000 euros, so if this sum isn't worth it then I don't know what to do next.

LG Dragan

Hallo Liebes Guru Team!

Wie leider habe ich keinerlei Neuigkeiten!

Das Casino reagiert nicht wie erwähnt was dies auch zu erwarten.

Verliere langsam die Hoffnung auf Gerechtigkeit.

Leider zeigt dieser Fall ganz deutlich das Online Casinos mit wenig (Ausnahmen)leider unseriös sind.

Immerhin geht es um über 118000 Euro also diese Summe es nicht wert ist dann weiß ich auch nicht mehr weiter.

LG Dragan

Hi chris23120906,

I have tried to contact the casino repeatedly but had no success. The casino is closed and I'm afraid there's nothing we can do. It's really hard to tell if even the gaming authority will have the power to help you in such a case. We will close the complaint as unresolved. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter