Lottoland Casino AT - Pelaajan tili on rajoitettu, eikä varoihin pääse käsiksi.

Hello!

I have the following problem. I have been with lottoland for about 2 years and have already deposited a lot of money there. Yesterday I sent a complaint to support that I have deposited at least €3000 in the last week and have not received a single free spin. My account was then restricted. I had to verify myself again, which I did successfully. But my account still won't open. There are no replies to emails and there is no chat. I have nothing to worry about.

I have gotten into debt and I want to either open my account or get my money back. Please help me

Hallo!

Ich habe folgendes Problem. Ich bin seit ca 2 Jahren bei lottoland und habe schon sehr viel Geld dort eingezahlt. Gestern habe ich an den Support eine Beschwerde geschickt, dass ich in dem letzten Wochen mindestens 3000€ einbezahlt habe, und nicht ein Freispiel erhalten habe. Daraufhin wurde mein Konto eingeschränkt. Ich musste mich neu Vertifizieren was ich getan habe mit Erfolg. Trotzdem wird mein Konto nicht geöffnet. Auf Mails wird nicht geantwortet und Chat gibt es keinen. Ich habe mir nichts zu

Schulden kommen lassen, und möchte entweder mein Konto geöffnet oder mein einbezahltes Geld wieder zurück. Bitte um ihre Hilfe

Hello claudi3110,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lottoland Casino AT. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• When was the last time you spoke to the casino and what was it about?
• Did they explain the reason for blocking your account?

Looking forward to your answer.

Regards,

Nick

Hello!

I have been with Lottoland for around 2 years. I have never had to verify myself before. Only after I complained. That was 4 days ago. After that I received an email saying that the verification was successful. Since then my account has been restricted. Should Lottoland have been allowed to make withdrawals without verification? I have had to verify myself at every casino before making a withdrawal. Never at Lottoland until now. I reached someone in the chat yesterday who said my verification still needs to be checked, even though I had received an email saying that the verification was successful. The lady gave my complaint as the reason.

Hallo!

Ich bin seit ca 2 Jahren bei lottoland. Bisher musste ich mich noch nie vertifizieren. Erst nachdem ich mich beschwert habe. Das war vor 4 Tagen. Danach bekam ich eine Mail, dass die vertifizierung erfolgreich war. Seit dem ist aber mein Konto immer noch eingeschränkt. Hätte Lottoland überhaupt Auszahlungen ohne Vertifizierung tätigen dürfen? Ich musste mich bis jetzt bei jedem Casino Vertifizieren vor einer Auszahlung. Bei Lottoland noch nie bis jetzt. Ich habe gestern jemanden im Chat erreicht, diese meinte mein vertifzierung muss noch geprüft werden, obwohl ich eine Mail erhalten hatte, dass die Vertifizierung erfolgreich war. Als Grund gab die Dame meine Beschwerde an.

Dear claudi3110,

I hope you're doing well.

Some casinos allow you to request a withdrawal without verification if the amount requested is relatively small.

Could you please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Looking forward to your response.

Best regards,

Nick

Dear claudi3110,

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.

Hello! Sorry, but I don't have any messages saved anymore. My account is still locked.

best regards, Claudia

Hallo! Sorry, aber ich habe leider keine Nachrichten mehr gespeichert. Mein Konto ist nach wie vor gesperrt.

liebe Grüße Claudia

Dear claudi3110,

It is important that the player must first contact the casino before we would try to intervene in any way.

Would it be possible to e-mail to their support and ask them an explanation regarding your blocked account and forward their answer to us.

In case they would fail to reply, we can try to intervene.

Awaiting your response.

Regards,

Nick

Dear claudi3110,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.