Lottomart Casino - Pelaajan voitot viivästyvät kotiutuksessa.

Dear Sir Madam

i had a deposit with this casino amount of 10k or more then i won back a winnings my some of winnings come through and the £3500 £2000 are missing the casino told me the funds has been approved their end but its been 10 days still no winnings i gived a call to my bank to check there is no funds and the casino request a bank statement i sent them a full bank statement and no response from them

i want my funds via bank transfer!

Dear Viktoria9,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hi the casino told me the winnings has been approved on 7th and still nothing i sent them full statement that i didn’t receive the funds thank you

?

Thank you for your reply.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Hi there yes i made a withdrawals before and i received it

my 3500 and 2000 are missing

i sent full bank statements every thing showing as clearly

and without bonuses

my account was fully verified thank you

Thank you very much, Viktoria9, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Viktoria9, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Lottomart Casino representative to join this conversation. 

Dear Lottomart Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We are dealing directly with this player and we have sent evidence of the withdrawals that have been sent to them. We are awaiting confirmation that the withdrawals have been received.

Hi I checked with my bank and I provided them a ARN NUMBER there is no withdrawal of £3500 and £2000 i sent a full bank statement as LOTTOMART request this they can see from there there is no funds thanks i want my refund of £5500 or re issue the withdrawal via bank transfer

We have checked and double checked with our bank and they confirm it has been sent. Have the bank done a trace on the ARN or just simply fobbed you off?

I don’t have access to your account to check, but if you have access to multiple cards and/or accounts I strongly advise you check all accounts you have access to as it may have gone back to another account? We will of course only send the payment to the card registered but often players can have multiple accounts and/or cards and forget which one was used. If in doubt please contact live chat to confirm the last 4 digits of the account used.

We hope you have better luck locating the payment soon.

Hi i dobule check with my bank 10 times there is no withdrawal of £3500 and £2000 i do not have a multiple account and i used only 1 bank card i want my refund back of £5500 via bank transfer thank you!

We have provided the relevant tracking numbers to you via email. We have no further information to provide to you. It's up to your bank to trace the payment for you.

We will not be replying further on this complaint.

Dear Lottomart Casino,

thanks for the update.

Dear Viktoria9, 

have you received the tracking numbers referenced above? Could you kindly notify your bank and explain them the situation you are in? Please keep us informed of any updates.

hi I contacted my bank and showed them all evidence and there is no funds they try to track the funds but nothing showing up and also i sent the video to lottomart with all transactions and bank statement thank you

Dear Viktoria9, 

thanks for the update. Could you please send me your bank statement dating form the day of your withdrawal request until today? My email is katarina.d@casino.guru.

Dear Lottomart Casino, 

could you please share a screenshot of the processed payment from your side, please? My email is katarina.d@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good Afternoon Katarina,

We have now provided the requested information by yourself to the email address provided.

Dear Lottomart Casino, 

thank you for your email.

Dear Viktoria9, 

I have not received the statement from you. Could you please send it to katarina.d@casino.guru?

Looking forward to your email.

Yes i will sent

I sent thank you!

Dear Viktoria9, 

thanks you for your email. I have followed up with a response.

Dear Viktoria9,

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.