Spins Joy: Refusal to pay out despite evidence

stefan84 wrote on 08.01.2020 at 21:39: Hello dear community,

some time ago I registered at Lapalingo, deposited and played with a bonus.
Everything went top, also had quite a high win in a short time. I am aware of the bonus conditions, because I do not play for the first time, my spin stakes are never higher than 2 € in the games. After some time, the bonus conditions were met and when I still had an amount of 2,500 € I wanted to withdraw it. After a few days, I received an email that the withdrawal would not take place because there was a bonus violation. After that I immediately went to the chat and tried to find out exactly where the violation was. Except dispatched text answers I came to the whole no further, I was pointed out to the rule violation I would have played in a game with a too high stake. Since I know 1000% that I never play high I asked them to please tell me the game where the violation happened or to please send me the whole history of that day. By email I got the whole game history and from felt 10000 games was a line marked red and there was actually 30 € spin, I could not believe that just before the bonus fills were through and I could almost play with real money "once" such a high spin was made. As I said, I am sure that I do not make such high spins I am in the game and thought I'm crazy.... In this game are not even 30 € spins possible!!!!!!! I made a video, am back in the chat of Lapalingo, the lady told me you can do nothing the "boss" refuses the payout on it can not be changed. I was simply not listened to, I asked the lady to look at the game there they can convince themselves that a spin with 30 € is not possible. She even did that and told me they are right but I can do nothing more.

Of course, I do not let such a thing sit on me besides I can still prove that the "violation" is not right. I have turned to Malta Gaming and described to them the whole facts with pictures, videos ect. It is indeed from the beginning, that there are long processing times. But what do you think? Has anyone had experience with something like this? I will definitely not let the whole thing stand like that. Malta has already answered me, but since the whole thing is in English, there might have been some communication problems. They haven't replied to my new email yet, so I'm not any further along.

I am looking forward to answers, help and experiences.

Have a nice evening

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MarcT22186 wrote on 08/01/2020 at 21:46
I bet you used the gamble/risk feature...

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stefan84 wrote on 08.01.2020 at 22:02
hello MarcT22186, no I have not used this function.

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stefan84 wrote on 08.01.2020 at 21:39: Hello dear community,

some time ago I registered at Lapalingo, deposited and played with a bonus.
Everything went top, also had quite a high win in a short time. I am aware of the bonus conditions, because I do not play for the first time, my spin stakes are never higher than 2 € in the games. After some time, the bonus conditions were met and when I still had an amount of 2,500 € I wanted to withdraw it. After a few days, I received an email that the withdrawal would not take place because there was a bonus violation. After that I immediately went to the chat and tried to find out exactly where the violation was. Except dispatched text answers I came to the whole no further, I was pointed out to the rule violation I would have played in a game with a too high stake. Since I know 1000% that I never play high I asked them to please tell me the game where the violation happened or to please send me the whole history of that day. By email I got the whole game history and from felt 10000 games was a line marked red and there was actually 30 € spin, I could not believe that just before the bonus fills were through and I could almost play with real money "once" such a high spin was made. As I said, I am sure that I do not make such high spins I am in the game and thought I'm crazy.... In this game are not even 30 € spins possible!!!!!!! I made a video, am again in the chat of Lapalingo, the lady told me one can do nothing the "boss" refuses the payout on it can not be changed. I was simply not listened to, I asked the lady to look at the game there they can convince themselves that a spin with 30 € is not possible. She even did that and told me they are right but I can do nothing more.

Of course, I do not let such a thing sit on me besides I can still prove that the "violation" is not right. I have turned to Malta Gaming and described to them the whole facts with pictures, videos ect. It is indeed from the beginning, that there are long processing times. But what do you think? Has anyone had experience with something like this? I will definitely not let the whole thing stand like that. Malta has already answered me, but since the whole thing is in English, there might have been some communication problems. They haven't replied to my new email yet, so I'm not any further along.

I am looking forward to answers, help and experiences.

Have a nice evening

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stefan84 wrote on 08.01.2020 at 22:22: Sorry big mistake, unfortunately it can not be changed. It was in CASINO JOY! not Lapalingo!!.The game was called Simply the best

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MarcT22186 wrote on 09.01.2020 at 01:45
And you are 100% sure that you, with a win of 30€, accidentally got on the ladder or the cards? In the worst case even lost?
At Gamomat to come on Risk / gamble happens so quickly and in the bonus is already the KO for the win...

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