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Subject: Request for Clarification on My Withdrawal Issue at Lapalingo

Dear Guru Casino Team,

I am reaching out to you because I encountered a problem with a withdrawal at Lapalingo and hope that you can assist me.

On January 3rd, 2024, I received 50 free spins at Lapalingo, from which I managed to win an amount between €12 and €20. According to the bonus terms, I had to wager this amount about €300, which I did. During gameplay, I eventually won approximately €94, which Lapalingo claims was converted into real money. With this real money, I continued playing and managed to accumulate €200, which I requested to withdraw.

This morning, however, I discovered that only €100 was paid out, and the remaining €100 was canceled. Upon inquiring with support, I was told that from the converted real money, a maximum of only €100 could be withdrawn.

I do not understand this rule since the balance was converted into real money after fulfilling the bonus conditions. Why is it converted into real money at all if there is still a maximum withdrawal limit? In my opinion, I should have received the full amount of €200, as I had already fulfilled the bonus requirements.

I would be very grateful if you could help me clarify this matter. It is important for me to understand whether Lapalingo's approach was correct and whether I may be entitled to the full withdrawal.

Thank you in advance for your support. I am looking forward to your response.

Best regards

Betreff: Bitte um Klärung meines Auszahlungsproblems bei Lapalingo

Sehr geehrtes Guru Casino-Team,

ich wende mich an Sie, da ich ein Problem mit einer Auszahlung bei Lapalingo hatte und hoffe, dass Sie mir helfen können.

Am 03.01.2024 erhielt ich bei Lapalingo 50 Freispiele, aus denen ich einen Betrag von ca. 12 € bis 20 € erspielt habe. Laut Bonusbedingungen musste ich diesen Betrag circa 300 € umsetzen, was ich auch getan habe. Während des Spiels habe ich schließlich ca. 94 € erspielt, die laut Lapalingo in Echtgeld umgewandelt wurden. Mit diesem Echtgeld habe ich dann weitergespielt und konnte einen Betrag von 200 € erzielen, den ich zur Auszahlung beantragt habe.

Heute Morgen musste ich jedoch feststellen, dass lediglich 100 € ausgezahlt und die restlichen 100 € storniert wurden. Auf Nachfrage beim Support wurde mir mitgeteilt, dass auch aus dem umgewandelten Echtgeld nur maximal 100 € ausgezahlt werden können.

Ich verstehe diese Regelung nicht, da das Guthaben nach Erfüllung der Bonusbedingungen in Echtgeld umgewandelt wurde. Wieso wird es dann überhaupt in Echtgeld umgewandelt, wenn weiterhin eine maximale Auszahlungsgrenze gilt? Meiner Ansicht nach hätte ich den vollen Betrag von 200 € erhalten müssen, da ich den Bonus bereits ordnungsgemäß umgesetzt habe.

Ich wäre Ihnen sehr dankbar, wenn Sie mir bei der Klärung dieses Sachverhalts helfen könnten. Es ist mir wichtig zu verstehen, ob die Vorgehensweise von Lapalingo korrekt war, und ob ich möglicherweise Anspruch auf die vollständige Auszahlung habe.

Vielen Dank im Voraus für Ihre Unterstützung. Ich freue mich auf Ihre Antwort.

Mit freundlichen Grüßen

Dear benjalam95,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing with your withdrawal at Lapalingo.

To assist you better and clarify this situation, could you please provide the following additional details:

• Could you forward us your full game history from the game session where you played the 50 free spins and subsequently completed the wagering requirements?
• What was your balance at the moment you completed the bonus wagering?
• How much of this balance was transferred to your real money balance after fulfilling the wagering conditions?

If you have any relevant screenshots, emails, or other communication with the casino, please forward them to [email protected]. These details will help us better understand your case and advocate on your behalf.

Your cooperation is crucial for us to proceed with the case and work toward resolving the issue. Without your input and supporting information, we will not be able to move forward effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello Peteonela,

Can you help me how I can send it to you?

Hallo Peteonela,

können sie mir helfen wie ich es Ihnen senden kann ?

Hi benjalam95,

Thank you for getting back to me.

I previously shared my email address: [email protected]. You can send the requested information directly there. If you need assistance obtaining the details I mentioned, you can usually find them in your casino account under your game or transaction history.

If you have any difficulty accessing this information, I recommend reaching out to the casino's customer support team and requesting the following:

• Your full game history from the session where you played the 50 free spins.
• Details about your balance at the moment you completed the bonus wagering.
• Confirmation of how much of your balance was transferred to your real money account after fulfilling the wagering requirements.

Feel free to reach out to me if you need further guidance.

Dear benjalam95,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I have answered and sent by email

Hallo ich habe doch geantwortet und per Mail gesendet

Additional comments from the player:

Hello Petronela,

hope you are well?

Yes, I am with lapalingo but I can't find a button to download the data....

So first of all... as far as I can remember...

No real money balance (if there was, it was only a few cents...

Thanks

Lg

Additional comments from the player:

Hallo Petronela,

hoffe ihnen geht es gut ?

Ja ich bin bei lapalingo aber ich finde keine Button um die Daten runter zu laden ….

Also vorab .. ich hatte soviel ich mich noch erinnern kann …

Kein echt Geld Guthaben ( falls doch waren es nur paar Cent…

Danke

Lg 

Hi benjalam95,

Thank you for your message.

If you’re unable to locate the button to download your data, I suggest reaching out to Lapalingo’s customer support team directly. They should be able to assist you in obtaining your game and transaction history or any other details you may need.

Thank you for your cooperation, and I look forward to hearing from you soon.

Dear benjalam95,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wrote to lapalingona but received no reply!

Ich habe lapalingonangeschrieben aber keine Antwort erhalten !

Hi benjalam95,

Since you haven’t received a response from Lapalingo’s customer support, I suggest sending them an email directly requesting your game history and transaction details. Be sure to CC me at [email protected], as this may help convince the casino to cooperate and provide the game history more promptly.

Hopefully, this will encourage them to resolve the issue quickly.

Looking forward to hearing from you.

Dear benjalam95,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.