LottoGo Casino - Player’s withdrawal has been delayed.

I am already kyc verified they are asking for a card that was used last year. It’s ridiculous, I ve been back and fourth and have said I will provide proof for most resent deposits and the card that made the deposit for the current win which is pending withdrawal. I have already been verified or I am happy to have all my deposits refunded and close account.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LottoGo Casino. Please note that online casinos might require the verification process to be satisfactorily completed before a refund is processed. The casino has the right to verify all payment methods used for transactions in the casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Are there any obstacles to providing the documents confirming that the card used belongs to you?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Ranu0121,

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.

no, it was not achieved from a bonus and the card they are asking for I don’t have any recollection of it plus that was not the card used for the deposit that won the pending withdrawal.

Thanks for your reply.

• Could you please explain where the information that the card was used last year comes from?
• Has the casino provided you with a detailed breakdown of all your transactions, or is the information about your previous transactions available in your player profile?
• Could you please share a screenshot or evidence that the verification was completed in the past, if available?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Dear Ranu0121,

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.

I have sent them proof in the past every time I have had a decent win they want to reverify me again and again.

if there was a problem they should ask for this. Not ask because your are making a withdrawal and hold your winnings.

Hello Ranu0121,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

• Kindly provide communication between you and the casino regarding the transaction that is the pretext for verifying the card, or communication regarding the card itself. Send the evidence to my email at tomas@casino.guru
• Have you checked which cards were issued in your name by your bank or other institution you were using to deposit in online casinos?
• Have you found any information that would lead to successful verification of the card?

Please let me know.

My point is, the card used for the amount won and withdrawn is not the card they are asking about. They shouldn’t be doing this because I have made a withdrawal it’s ludicrous.

halpy night to take my deposits but the moment I have attempted a withdrawal they are asking for information of a card that was used months ago if not last year.

Thanks for your reply.

Online casinos have the right to verify any payment method used. We are unable to ask them to skip this verification step based on the argument that the payment method was not used recently. Since we can't contact the casino for a refund of your funds based on the circumstances, the complaint can't continue and will be rejected. We encourage you to go over the records of the issued cards, contact the issuing institutions, your bank etc., as necessary to comply with the casino's verification requirements in order to withdraw your winnings.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.