Lottomart Casino - Pelaajan voitot viivästyvät.

I am very disappointed with Lottomart.

They are currently withholding my winnings of £6,272, 'until such time that they can complete their due checks from a source of funds perspective' even though they have confirmed in writing that my account is £20,000+ up overall. This is not the first time either. When I first signed up and won a £25,000 Grand Jackpot on the second day of being a member on their site they made the same demands for intrusive personal documents (bank statements/payslips). After I refused, they admitted they had "jumped the gun," apologised, and released my funds.

Now the same situation is happening again. Their Player Relations Manager, Christian, has prolonged the process, given false assurances, and pressured me to provide sensitive personal data that I do not feel safe sharing.

I have filed a formal complaint and will escalate to ADR and the UK Gambling Commission if this is not resolved quickly. Players deserve fair treatment, transparency, and proportional checks, not repeated delays when winnings are legitimate.

Dear dakok90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Lottomart and the issues regarding your withdrawn winnings.

To better understand your situation, I have a few questions:

• Could you provide the date when you first attempted to withdraw your winnings?
• Have you received any official communication regarding the 'due checks' that they are conducting?
• What specific documents are they requesting this time that make you uncomfortable sharing?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear dakok90,

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.

Hi Kristina,

Sorry for the late reply and thank you again for looking into this. I want to provide a clear timeline and summary of events, as this is not the first time I’ve faced this issue with Lottomart.

First jackpot win (£25,000 – August 2025):

I signed up on 10th August 2025. On the 12th I hit the £25,000 Grand Jackpot. I immediately received an email saying "congratulations on your big win, we’d like to process your withdrawal quickly, please contact us."

When I called back, instead of congratulations I was cross-examined by Christian and told my funds would not be released without providing intrusive financial documents. He tried to intimidate me and get private information out of me over the phone. I refused. I told him several times that the way he questioned me made me feel extremely uncomfortable. After I pushed back, they admitted they had "jumped the gun" and released my funds without the documents.

This shows they triggered "enhanced checks" only after a large win and then backed down, proving the checks were not genuinely necessary.

Current winnings (£6,272 withheld – September 2025):

Beginning of September 2025, I hit the major Jackpot for £5,000+ and requested a withdrawal of £6,272 in total.

This time the same pattern has repeated: my withdrawal was frozen, and I was told my winnings will not be released until I provide documents.

They have requested:

• Bank statements for my account.

• Proof of income.

Lottomart has already confirmed in writing that I am £20,000+ up overall and that I have successfully withdrawn over £34,950 in winnings. This establishes the source of funds. These requests are disproportionate under UKGC guidance, since affordability checks are meant to protect players who are losing heavily, not players who are net positive. I feel unsafe handing over sensitive financial documents because of how they have misrepresented me in writing and pressured me previously. Other customers have reported that even after submitting documents, they still did not receive their funds, which makes me believe this is about delay, not compliance.

My position:

I am scared and unwilling to provide sensitive personal documents to Lottomart under these circumstances.

Withholding winnings after acknowledging that my balance is clearly funded by prior winnings feels less like compliance and more like a stalling tactic or even extortion in practice.

What I am requesting:

I kindly ask Casino Guru to:

• Escalate with Lottomart and request that they justify, in writing, why internal account records are not sufficient in my case.

• Ask them to confirm where my withheld winnings are being kept, and whether these funds are segregated and accrue interest.

• Urge them to release my £6,272 promptly.

Thank you very much for your support. Please let me know if you need screenshots or copies of the emails (including the "congratulations" email after my first win).

Kind regards

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

As requested I have mailed the full communication between myself and Lottomart regarding my withheld winnings of £6,272. Could you kindly let me know if you have received it please. Thank you so much in advance for your assistance and help.

Kind regards

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Lottomart Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Pavel,

Thank you for assisting in this case. The questions asked by the complainant have already been answered in the following email on 26th September:

Dear Deniz, 

Thank you for your detailed reply. I note your concerns and escalation points.

I can confirm that your correspondence has been correctly escalated in line with our internal complaints process. I am now handling this as the final point of escalation.

To clarify:

Residency- Our licence requires us to ensure players are resident in the UK. Information we now hold suggests you may not currently be in the UK, so we must verify this before we can process your account further. Both you and Lottomart are bound by the Terms and Conditions here, which apply equally to deposits and winnings. As you had previously advised us during a telephone call that you were on vacation in Turkey, we took this information in good faith; however, due to the time passed and other information that has come to light, we now have cause to question your country of permanent residence.

Funds- Your balance, including the £6,272 in question, remains in your account. Player funds are held separately from company operating funds in accordance with UKGC requirements and do not accrue interest.

ADR- Our independent ADR provider is IBAS (Independent Betting Adjudication Service). Their details are published in our Complaints Procedure and Terms. You are entitled to escalate your complaint to IBAS if you wish once we reach 'deadlock'.

The next step is for you to provide documentation that gives us sufficient assurance that you are currently residing in the United Kingdom. The form of documentation is up to you, provided it demonstrates clearly your physical presence in the UK.

Until this is received, we cannot conclude our checks, release the funds or move forward with this case.

Kind regards,

Daisy

Operations Director

The complainant responded with:

Dear Daisy,

I note your latest request regarding proof of physical presence in the UK. To avoid any further delay, I am prepared to attend in person with valid identification and proof of address to conclusively satisfy this requirement. Please provide me with the full address of your UK office and a suitable time to attend.

If you do not operate a UK office, then please arrange for a representative, agent, or other authorised person to meet me at a convenient UK location so that verification can be completed without further delay.

For clarity, please also confirm that once this verification is completed, it will conclude the process in full and my winnings of £6,272 will be released immediately without any further obstacles or additional requests.

I require this matter to be concluded without further obstruction. If it is not, I will escalate the complaint to IBAS and the UK Gambling Commission.

Kind regards,

Deniz

We have not had a response to our latest reply, which is here:

Dear Deniz, 

To clarify, it is not necessary for you to attend our office in person. We require you to provide documentation that gives us sufficient assurance that you are currently residing in the United Kingdom. This can be provided electronically.

If you are not willing to provide the requested documentation, then we will be unable to conclude our checks or release the £6,272 balance. In that event, we will consider the complaints process to have reached deadlock, and you may escalate the matter to our independent ADR provider, IBAS. Their details are published in our Complaints Procedure and Terms.

Please let us know how you wish to proceed.

Kind regards,

Daisy

Operations Director

Thank you.

Thank you, Lottomart Casino!

Dear player, I do not consider casino's request as unreasonable, therefore, please, proceed with submitting the required documents for the verification and let us know how it goes!

Dear Pavel,

Thank you for your guidance earlier.

I wanted to let you know that I have now provided Lottomart with a recent Lloyds Bank statement dated 13 October 2025, showing my name and UK address in London as proof of my UK residency. I have requested confirmation that this satisfies their verification requirement and that my winnings of £6,272 will be released.

Kind regards,

Dear player, has there been any progress with your verification?

Dear Pavel, I have sent you an update to your email.

I have replied to you!

Hi Pavel,

I have replied to you via email

Hi, dakok90! Have lodged the complaint with the IBAS?

Dear dakok90,

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.

Hi Pavel,

I have replied to you via email

I have responded to you as well.

Dear dakok90,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru