Hello so I played at lapalingo with a bonus, I successfully implemented the bonus and was ultimately at 470 euros. First of all, it was a very long wait for verification. Then I was finally verified and then the big shock came and my account was frozen and my profit was considered worthless and there would be no payout. Since I paid in via my husband's krill account, I am not entitled to the winnings and I should have paid in using my name. I read and the topic on my husband's account should have been discussed immediately after I deposited, but that only came up when the payout was due. So they didn't really stick to the guidelines. It's not a small amount and that's why I'm pretty angry

Hallo also habe bei lapalingo gespielt mit einen Bonus den Bonus habe ich erfolgreich umgesetzt und war letztendlich bei 470 Euro. Erst einmal war es eine sehr lange Wartezeit bis es zur Verifizierung kam. Dann war ich endlich verifiziert und dann kam der gro?e Schock und zwar wurde mein Konto eingefroren und mein Gewinn als wertlos betrachtet und es würde auf keinen Fall zu einer Auszahlung kommen. Da ich über das skrillkonto meines Mannes eingezahlt habe steht mir der Gewinn nicht zu und ich h?tte über meinen Namen einzahlen müssen. Ich habe mich belesen und zwar das Thema mit dem Konto meines Ehemannes h?tte gleich nachdem ich eingezahlt habe zur Sprache kommen müssen, aber das kam erst zur Sprache als es zur Auszahlung kommen sollte. Also haben die sich auch nicht wirklich an die Richtlinien gehalten. Es ist kein kleiner Betrag und deswegen bin ich auch ziemlich sauer 

Dear Melanie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"In the eventuality that You use a credit card or effect a bank transfer or any other payment method to deposit funds in Your Account, the name on the credit card or bank transfer should be identical to information held in Your Account. Third party deposits are prohibited. Should we discovered that this has occurred, We reserve the right to confiscate Your winnings and return the last deposit made to the rightful owner of the payment method. Any charges levied by the banks/payment gateways will be deducted from the reversed amount."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds with joint card, but this was not the case. I’m very sorry but we can’t help you with this query. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards, 

Petronela

Dear Melanie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello now I have contacted mga directly in Malta.

And it came as an answer that this complaint could take about 4-5 weeks to be processed.

Hallo nun habe ich mich direkt nach Malta an die mga gewandt.

Und es kam als Antwort das diese Beschwerde ca.4-5 Wochen dauern k?nnte das sie bearbeitet wird .

Dear Melanie,

Once again, I’m sorry we couldn’t help you to resolve this case. I will leave this complaint opened for one month. Could you please keep me updated regarding the outcome from MGA? If there is no answer from you, during this period, I will assume that your case got resolved and I’ll close this complaint as "rejected" in our system. If there is anything, I would be able to help you with, do not hesitate to contact me. I wish you best of luck. 

Dear Melanie,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, no one has reported from Malta yet.

But I will inform myself

Leider hat sich bisher niemand von Malta gemeldet.

Aber ich werde mich informieren

Thank you, Melanie, for the update. I will leave this complaint opened until further notice.

Dear Melanie,

We are extending the timer by 7 days. Was your problem settled by the Licensing Authority? Could you please update the status of your complaint? Otherwise, we will be forced to reject it.

Hello I had to send all the documents there which is now 2 weeks ago ... now we are waiting for the result ... I would contact you as soon as I know what

Hallo ich musste die ganzen Dokumente dorthinschicken was aber nun auch schon wieder 2 Wochen her ist...nun warten wir auf das Ergebnis...ich würde mich melden sobald ich was weiss

Thank you again, Melanie, for the update. I will leave this complaint opened until further notice.

Dear Melanie,

We are extending the timer by 7 days. Was your problem settled by the Licensing Authority? Could you please update the status of your complaint? Otherwise, we will be forced to reject it.

Unfortunately I am still waiting for the answer from mga.

I will contact you as soon as I receive an email

Leider warte ich immer noch auf die Antwort von der mga.

Ich melde mich sobald ich email erhalten habe

Thank you once again, Melanie, for the update. I will leave this complaint opened until further notice.

Dear Melanie,

We are extending the timer by 7 days. Was your problem settled by the Licensing Authority? Could you please update the status of your complaint? Otherwise, we will be forced to reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.