I received a 10 Euro bonus yesterday and won with it. The maximum conversion amount was set at 100 Euros. I successfully converted the bonus, and 100 Euros of real money were credited to my player account. The rest was forfeited.

With the real money, I continued to play and won again—around 400 Euros. Today, out of the blue, my player account was suspended, and I was informed that I would only receive 100 Euros from the bonus payout. However, after successfully converting the bonus, I had won more. This was all showing as withdrawable money in my player account until this morning. Unfortunately, I can no longer log in to provide a current screenshot, but I have attached one from yesterday when my account balance was even higher.

Lapalingo has today generated a payout of 100 Euros to a bank account that no longer exists. I have informed Lapalingo of this and sent an updated bank statement. I have won more and would like to receive this money. I hope you can help!

Ich habe gestern einen Bonus über 10 Euro erhalten und mit dies gewonnen. Der maximale Umwandlungsbetrag war bei 100 Euro. Ich habe den Bonus erfolgreich umgewandelt und mir wurden 100 Euro Echtgeld auf meinem Spielerkonto gutgeschrieben. Der Rest ist verfallen.

Mit dem Echtgeld habe ich dann weiter gespielt und erneut gewonnen. Um die 400 Euro. Nun wurde mir heute aus heiterem Himmel mein Spielerkonto gesperrt und mir wurde mitgeteilt das ich 100 Euro aus dem Bonus ausgezahlt bekomme. Ich habe aber nach erfolgreicher Umsetzung mehr gewonnen. Das stand auch bis heute morgen alles als auszahlbares Geld in meinem Spielerkonto. Leider kann ich mich nun nicht mehr Einloggen sodass ich einen aktuellen Screenshot vorweisen kann. Jedoch habe ich einen von gestern beigefügt da war der Kontostand noch h?her.

Lapalingo hat heute von selber eine Auszahlung von 100 Euro generiert an eine Bankverbindung die es nicht mehr gibt. Auch das habe ich Lapalingo mitgeteilt und einen aktuellen Kontoauszug gesendet. Ich habe aber mehr gewonnen und m?chte dieses Geld auch gerne erhalten. Ich hoffe auf eure Hilfe!

Dear nataliebordasch,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me the link or the promotional email with the bonus you played with? My email address is [email protected]. Was it a deposit bonus or a free, no-deposit bonus?

Also, please forward me the message you received after your winnings of €400 were confiscated from the casino.

Have you made any successful withdrawals from this casino before? Has the casino responded to your request to change your bank account? Have you provided them with official confirmation from the bank showing that the chosen account for your winnings is no longer active?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have just sent you the requested screenshots by email. I hope you have everything you need and can help me. Lapalingo wants to pay me 100 euros, but after successfully implementing the bonus I had 274 euros in my player account before it was blocked without warning.

Ich habe die angeforderten Screenshots soeben per Email an sie gesendet. Ich hoffe sie haben alles was sie ben?tigen und k?nnen mir helfen. Lapalingo m?chte mir 100 Euro auszahlen, ich habe jedoch nach erfolgreicher Umsetzung des Bonus 274,-- Euro auf dem Spielerkonto gehabt bevor dieses ohne Vorwarnung gesperrt wurde.

So 100 euros have just been credited to my account, so now there are still 174 euros left which I believe are still missing and are being held by the casino.

Also 100 Euro sind soeben auf meinem Konto eingegangen, es geht jetzt also noch um 174,-- Euro die meines Erachtens noch fehlen und von Casino einbehalten werden.

Thank you very much, nataliebordasch, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi nataliebordasch,

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 DE 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 nataliebordasch,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the casino's licensing Authority (https://casinoguru-en.com/licensing-authorities/germany-license) and submit a complaint to them. The licensing Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter