NaslovnaPritužbeLapalingo Casino DE - Povlačenje igrača je ograničeno.
Lapalingo Casino DE - Povlačenje igrača je ograničeno.
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Lapalingo Casino DE
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The player from Germany encountered an issue with a withdrawal at Lapalingo, where only €100 of his requested €200 payout was processed. Despite having fulfilled the bonus conditions, he was informed about a maximum withdrawal limit and sought clarification on the casino's practices regarding his winnings. The Complaints Team was unable to proceed with the investigation due to a lack of response from him to their requests for additional information. Consequently, the case was rejected, but he retained the option to reopen the complaint in the future.
Igrač iz Nemačke je naišao na problem sa povlačenjem u Lapalingu, gde je obrađeno samo 100 evra od njegovih zahtevanih 200 evra. Uprkos tome što je ispunio uslove bonusa, obavešten je o maksimalnom limitu povlačenja i zatražio je pojašnjenje o praksi kazina u vezi sa svojim dobicima. Žalbeni tim nije bio u mogućnosti da nastavi istragu zbog nedostatka odgovora na njihove zahtjeve za dodatnim informacijama. Shodno tome, slučaj je odbijen, ali je on zadržao mogućnost da ponovo otvori žalbu u budućnosti.
Predmet: Zahtev za pojašnjenje o mom problemu povlačenja u Lapalingu
Dragi Guru Casino timu,
Obraćam vam se jer sam naišao na problem sa povlačenjem u Lapalingu i nadam se da ćete mi pomoći.
3. januara 2024. dobio sam 50 besplatnih okretaja na Lapalingu, od kojih sam uspeo da osvojim iznos između 12 i 20 evra. Prema uslovima bonusa, morao sam da uložim ovaj iznos oko 300€, što sam i učinio. Tokom igranja, na kraju sam osvojio oko 94 evra, za koje Lapalingo tvrdi da je pretvoreno u pravi novac. Sa ovim pravim novcem, nastavio sam da igram i uspeo sam da sakupim 200 evra, koje sam tražio da podignem.
Jutros sam, međutim, otkrio da je isplaćeno samo 100 €, a preostalih 100 € je poništeno. Na upit za podršku, rečeno mi je da se iz konvertovanog pravog novca može povući najviše samo 100 €.
Ne razumem ovo pravilo jer je stanje konvertovano u pravi novac nakon ispunjavanja uslova bonusa. Zašto se uopšte pretvara u pravi novac ako i dalje postoji maksimalno ograničenje povlačenja? Po mom mišljenju, trebalo je da dobijem pun iznos od 200€, pošto sam već ispunio uslove za bonus.
Bio bih vam veoma zahvalan ako biste mi pomogli da razjasnim ovu stvar. Važno mi je da razumem da li je Lapalingov pristup bio tačan i da li možda imam pravo na potpuno povlačenje.
Hvala vam unapred na podršci. Radujem se vašem odgovoru.
Srdačan pozdrav
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.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za problem koji imate sa povlačenjem u Lapalingu.
Da biste vam pomogli i razjasnili ovu situaciju, možete li da dostavite sledeće dodatne detalje:
Možete li nam proslediti celu istoriju igre sa sesije igre na kojoj ste igrali 50 besplatnih okretaja i nakon toga ispunili uslove za klađenje?
Koliki je vaš bilans u trenutku kada ste završili bonus klađenje?
Koliki deo ovog bilansa je prebačen na vaš stvarni novčani iznos nakon ispunjavanja uslova klađenja?
Ako imate relevantne snimke ekrana, mejlove ili drugu komunikaciju sa kazinom, molimo vas da ih prosledite petronela.k@casino.guru . Ovi detalji će nam pomoći da bolje razumemo vaš slučaj i zastupamo u vaše ime.
Vaša saradnja je ključna za nas da nastavimo sa slučajem i radimo na rešavanju problema. Bez vašeg doprinosa i pratećih informacija, nećemo moći efikasno da napredujemo.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Zbog izuzetno velikog obima pritužbi, molimo za strpljenje. Iako nastojimo da objavimo žalbe u roku od 48 sati, naknadni odgovori mogu da potraju i do 7 dana. Dodeljivanje vaše žalbe rešavaču takođe može da potraje duže, jer trenutno upravljamo sa blizu 1000 žalbi.
Hvala vam na razumevanju. Želimo vam divnu Novu 2025!
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 petronela.k@casino.guru. 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!
Ranije sam podelio svoju adresu e-pošte: petronela.k@casino.guru . Tražene informacije možete poslati direktno tamo. Ako vam je potrebna pomoć da dobijete detalje koje sam pomenuo, obično ih možete pronaći na svom kazino nalogu pod istorijom igre ili transakcija.
Ako imate bilo kakvih poteškoća sa pristupom ovim informacijama, preporučujem da se obratite timu za korisničku podršku kazina i zatražite sledeće:
Vaša puna istorija igre od sesije u kojoj ste igrali 50 besplatnih okretaja.
Detalji o vašem stanju u trenutku kada ste završili bonus klađenje.
Potvrda o tome koliko je vašeg stanja prebačeno na vaš račun za pravi novac nakon ispunjavanja uslova za klađenje.
Slobodno mi se obratite ako su vam potrebna dodatna uputstva.
Hi benjalam95,
Thank you for getting back to me.
I previously shared my email address: petronela.k@casino.guru. 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.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
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.
Ako ne možete da pronađete dugme za preuzimanje podataka, predlažem da se direktno obratite timu za korisničku podršku kompanije Lapalingo. Oni bi trebali biti u mogućnosti da vam pomognu da dobijete istoriju vaše igre i transakcija ili bilo koje druge detalje koji vam mogu zatrebati.
Hvala vam na saradnji i radujem se što ću uskoro čuti od vas.
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.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
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.
Pošto niste dobili odgovor od Lapalingove korisničke podrške, predlažem da im pošaljete imejl direktno sa zahtevom za istoriju igre i detalje transakcije. Obavezno mi pošaljite CC na petronela.k@casino.guru , jer to može pomoći da se kazino ubedi da sarađuje i da brže pruži istoriju igara.
Nadamo se da će ih to podstaći da brzo reše problem.
Radujemo se Vašem odgovoru.
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 petronela.k@casino.guru, 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.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
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.
Sa žaljenjem vas obaveštavamo da moramo da odbacimo ovaj konkretan slučaj zbog nedostatka odgovora igrača na naše poruke i pitanja. Kao rezultat toga, nismo u mogućnosti da nastavimo sa bilo kakvom daljom istragom niti da pružimo potencijalna rešenja za rešavanje ovog problema. Međutim, želimo da naglasimo da igrač zadržava mogućnost da ponovo otvori ovu žalbu u bilo kom trenutku u budućnosti ako odluči da to učini. Ostajemo otvoreni i voljni da pomognemo u rešavanju problema ako igrač odluči da nastavi komunikaciju.
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.
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