Lapalingo Casino - Hráč během hraní zažil technické závady.

I made a deposit at Lapalingo a few weeks ago and played the game "Pharao's Princess". There I won free spins, but they were interrupted in the middle of the game with an error message. I emailed support and gambled away the rest of my money. Days later I received an email from support with a request for a screenshot of the open game. It stayed with the attempt to do this, because the game could not be opened further due to lack of credit. I didn't see why I should make a deposit on it. Only weeks later I was able to do this through a free play promotion from Lapalingo. Funnily enough, the game could also be started, I have € 66 in profit, and free spins to possibly increase the whole. Since the game crashed again, I can't get it to end and so I can't dispose of my winnings. I contacted support, sent umpteen screenshots, had my account blocked and has been verified twice since then. Since the game is still in the same loop, I was even able to create a video. However, Lapalingo says this game would not exist.

Ich habe vor einigen Wochen bei Lapalingo eingezahlt und das Spiel "Pharao´s Princess" gespielt. Dort gewann ich Freespins, die jedoch mitten im Spiel mit einer Fehlermeldung unterbrochen wurden. Ich mailte dem Support und verspielte mein restliches Geld. Tage später erhiellt ich vom Support eine Mail mit der Bitte um einen Screenshot des offenen Spiels. Es blieb beim Versuch dies zu tun, denn das Spiel lies sich mangels Guthaben nicht weiter öffnen. Ich sah es nicht ein, deswegen eine Einzahlung vorzunehmen. Erst Wochen später war mir dies durch eine Freispielaktion von Lapalingo möglich. Lustigerweise lies sich das Spiel auch starten, ich habe 66 € an Gewinn, und noch Freespins um das ganze evtl. zu erhöhen. Da da Spiel erneut abgestürzt ist, kriege ich es nicht beendet, und kann somit nicht über meinen Gewinn verfügen. Ich habe den Support kontaktiert, zig Screenshots geschickt, hatte eine Kontosperrung und durfte mich seitdem zwei Mal verifizieren. Da das Spiel noch immer in der gleichen Schleife hängt, konnte ich sogar ein Video erstellen. Lapalingo sagt jedoch dieses Spiel würde nicht existieren.

Dear takachelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Hello Petronela,

since my complaint it was again turbulent at Lapalingo. This morning I tried again to finish my round of "Pharao's Princess". Fortunately, it went another two rounds, I won another two spins and now € 80 is on the counter. After I brought Lapalingo up to date, instead of the chat protocol I had requested, I received an email in which my account was canceled.

Hallo Petronela,

seit meiner Beschwerde war es schon wieder weiter turbulent bei Lapalingo. Heute morgen versuchte ich erneut meine Spielrunde bei "Pharao´s Princess" zu beenden. Erfreulicherweise lief es weitere zwei Runden, ich gewann weitere zwei Spins und jetzt stehen 80 € auf dem Zähler. Nachdem ich Lapalingo auf den aktuellsten Stand gebracht habe,bekam ich statt des von mir angefordertem Chatprotokoll ine Mail in der mir mein Konto gekündigt wurde.

Thank you very much, takachelle, for providing all the necessary information and forwarding relevant communication and screenshots. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi takachelle,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Lapalingo Casino to the conversation to participate in the resolution of this complaint.

Hi takachelle,

I required some additional information from the casino by Skype and based on the evidence provided I couldn't find any record of the aforementioned game rounds hitting the wins. Is there a chance that your internet connection was unstable when playing the games?

Hi Peter,

it was definitely not because of the Internet connection.

On the attached screenshot I have marked the last game that appeared in the bookings. Since then !!! I complain. Since the support attaches great importance to a lot of screenshots, and I asked at least once in writing to take a screenshot. Since the game could not be opened without credit, I waived the stress. As part of a bonus promotion, I won a few cents and took screenshots of the game. Since I am in free spins as you can see on the screenshots, there can be no booking because my free spins are free as winnings

Hallo Peter,

es lag definitiv nicht an der Internertverbinfung.

Auf dem angefügtem Screenshot habe ich Dir mal das letzte in den Buchungen auftauchende Spiel markiert. Seitdem !!! beschwere ich mich. Da der Support sehr viel Wert auf jede Menge Screenshots legt, und ich zumindest einmal schriftlich aufgefordert einen Screenshot zu machen. Da sich das Spiel ohe Guthaben gar nicht öffnen lies, verzichtete ich auf den Stress. Im Rahmen einer Bonusaktion gewasnn ich dann ein paar Cent und machte Screenshots des Spiels. Da ich wie auf den Screenshots zu sehen in Freispielen bin kann es gar keine Buchung geben da meine Freispiele als Gewinn kostenlos sind

Hi takachelle,

I looked at all the evidence provided. Obviously, something went wrong with the game rounds but based on the records of the game history, I'm afraid there is nothing we can do. There is no record of the discussed wins. When it comes to technical problems, the casino can't really prevent all technical glitches from happening. You can read more about miscarried games in the attached screenshot of the casino's T&Cs. If you disagree with our decision, I recommend turning to EADR - an alternative dispute resolution service as described in the casino's terms: https://eadr.org/eadr-form/. I wish I could be of more help.

Best regards,

Peter