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Hi wildinstone - welcome back.

Before we can help you, you need to comply with the document requests. Verification is not a one time event. It is an ongoing process as new information becomes available to the operator. In this instance this type of request would indicate that the operator has concerns regarding your ability to afford to play at the level that you are or the ownership of the funds in question. Where these concerns arise the operator have regulatory/legal responsibilities to conducts said checks.

Once you have provide the requested documentation let us know and I'll follow-up with the operator for you.

Thanks,

ThePOGG

Hi,

It seems like I forgot to add a paragraph. They require two documents.
one is a picture selfie with casino time and date * I have no issue providing this*.

The other issue is that I haven't worked in over a year due to pursuing my studies. How exactly am I suppose to provide something like this ?

Thanks

Hi Wildinstone,

With the greatest of respect that would be a red flag for most operators when conducting a Source of Wealth check. Gambling money when you have no active source of income would be categorised as a significant indicator of a potential gambling problem.

You are going to need to show the 'source of wealth'. That means providing records going back far enough to show where your funds were derived from. Presumably you saved these funds before engaging full time studies?

Thanks,

ThePOGG

Hi Pogg,

To reiterate, I have played with them for so many years now. I have funds on my e-wallet and always kept funds on them. I have also had more wins than losses at this specific casino.

Why I provided such documents to a casino when they have not informed their clients regarding their kyc procedure ?
I am sorry but you have to understand I am regular player and to bring this upon me is quite a "red flag" to me.

I have checked and this SOW request is usually posted in the terms and conditions of each and every casino.

Respectfully if you will not be able help me regarding this documentation request, please   let me know.

thank you

Hi Wildinstone,

You will need to comply with the KYC procedures before there is anything we can do to help you. Whether or not these are defined in terms, they are required by law.

Thanks,

ThePOGG

Hi Wildinstone,

Have you completed the KYC procedures?

Thanks,

ThePOGG

Hi Wildinstone,

If we haven't heard from you by Friday the 24th of April I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

I have worked records from August 2019, including proof that this money was sent to my bank account. 
However after this period I have not worked, I have solely used my funds that were in my ewallet.
You are stating that it is a redflag to gamble without an income, but I have had more wins than losses at Lapalingo casino, is it wrong to play with those funds ?

Hi Wildinstone,

Most operators would consider it a major red flag when they encounter a player who is gambling when they have no defined source of income. That would be a Responsible Gambling issue. It will almost certainly result in your account being excluded.

However, that's not grounds for non-payment.

You do have do demonstrate that the funds in the account you deposited from belong to you by providing a documented paper trail showing how those funds came to be in your possession. Whether that is via an employment income, sale of assets, inheritance or other legitimate transaction. Until such time as you can provide this paper trail there is nothing further that we can do for you.

We are not going to engage further discussion with you regarding this issue until you have met these requirements. Please inform us when you have and we will follow-up with the operator on your behalf.

Thanks,

ThePOGG

Hi Wildinstone,

Have you provided the operator with the requested source of wealth information?

Thanks,

ThePOGG

Hi

I provided all my documents. Most of them rejected as my last income was from August 2019.

I'm not sure what can be done.

Hi Wildinstone,

Your last income should not make any difference as long as you can demonstrate ownership of said funds.

Can you provide the documents you have submitted for review?

Thanks,

ThePOGG

Hi,

It's been sent to your complaints email.

Thanks

Hi Wildinstone,

Thanks for your email. The problem with this document is simple. It shows transactions on your account only for two months in 2019. It does not allow the operator to establish that the funds deposited to them were related to those payments. Any number of payments could have been made into this account from other source in the interim. You need to provide a record showing from the point of your deposit back to where the funds were sourced.

Thanks,

ThePOGG

You mean I need to show the other two payslips ?
Or specifically show proof from 2017 and 2018 as well.

Hi Wildinstone,

No, I mean you need to show the statements between the point of your last pay and your deposit to demonstrate that the deposit was made with funds from your last pay.

Thanks,

ThePOGG

This player has informed us that they no longer want to pursue this claim.

ThePOGG

This player has been unwilling to provide the operator evidence to demonstrate how they came into possession of the funds they deposited.

Been playing with them for 4 years now, I have have done numerous deposits and withdrawals. My account is/was verified.
 4 days ago they asked for ---&gt;&gt;&gt;
 
 
 
 An official document showing your main source of income. This can be a pay-slip issued within the last 3 months together with a bank statement showing the amount being credited to your bank account. Please ensure the name of the employer, the amount and your bank details are visible in the copies you provide. Alternative sources of income may be accepted, depending on the situation.
 
 --------
 If I had known they would ask for such things after numerous deposits and withdrawals I wouldn't have played.
 
 In their terms, https://www.lapalingo.com/en/terms-and-conditions
 
 there is no indiction where they ask for such documents. Also Since September 15 2019 (last terms update), I have had a few withdrawal too.
 
 Not sure what the issue is with them.
 
 

Lapalingo - Not willing to process my withdrawal

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