When I made the deposit with the promotional code, everything went ok, the betting requirements were met and I made a withdrawal request for a profit. On Monday, the withdrawal request had been denied, citing the changed terms of the Finns, which had been made in secret and unannounced, and no mention was made in the deposit.

Tehdess?ni talletuksen kampanjakoodilla kaikki meni ok, kierr?tysvaatimukset t?yttyiv?t ja tein nostopyynn?n voitosta. Maanantaina oli nostopyynt? ev?tty vedoten suomalaisten muuttuneisiin ehtoihin, mik? oli tehty salaa ja ilmoittamatta, eik? talletuksen yhteydess? mainittu my?sk??n asiasta.

Dear Kimmo,

Thank you for submitting your complaint and I am sorry to hear about your troubles. I would like to ask a few questions to fully understand your issue. Could you please forward to me the email or screenshots from the chat, which stated why the casino declined your withdrawal? Did you verify your account in this casino? Also, have you ever made a successful withdrawal before? Thank you in advance for your reply.

Best regards, Satrio

Hi!

The account is confirmed and I have had victories before Lapalingo the casino.

I asked in the chat why the withdrawal was denied, so the answer was that the wrong promotional code had been used, due to changed conditions for the Finnish players, but accepted by the casino when making the deposit, there is no screenshot of this discussion. Please find below the account activity for that time period and a new discussion with chat.

Hi !

Tili on vahvistettu ja olen saanut voittoja ennenkin Lapalingo casinolta.

Kysyin chatist?, miksi nosto on ev?tty, niin vastaus oli ett? oli k?ytetty v??r?? kampanjakoodia, johtuen muuttuneista ehdoista suomalaisille pelaajille ja  jonka casino oli kuitenkin hyv?ksynyt talletusta tehdess?ni, t?st? keskustelusta ei ole kuvakaappausta. Ohessa tilitapahtumat kyseiselt? ajanjaksolta ja uusi keskustelu asiasta chatin kanssa.

Dear Kimmo,

Thank you for your reply. I have contacted the casino representative, regarding this issue and hopefully, they will get back to us soon.

Regards, Satrio

Dear Kimmo,

Thank you for your message.

I am sorry that you have experienced issues at lapalingo.

As customer support informed you, unfortunately, you have used bonus code that per our terms and conditions was not eligible for players from Finland and this is the reason that we had to cancel it.

We offer a variety of different promotions, so every player can find something that he likes hence all of them come with different terms and conditions that can be found on our website.

Regards,

Lapalingo Casino

Dear Kimmo,

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.

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

The player can reopen this complaint anytime.