LottaBet Casino - Player’s winnings have been cancelled.

Dear Casinoguru Support Team

I deposited 1050 and 750 INR on 26/12/2022 and player games genuinely after that I won 10000 in Lightening Roulette and placed withdrawal on next day on 27/12/2022.After I placed withdrawal request they blocked my account and J received an email to send them my ID card proof, Astropay proof(I have placed withdrawal in Astropay wallet) and A Selfie with ID card in one hand and in other hand taking a piece of paper by writting "Lottabet.com, Current Date and Userid". I sent them all the required Documents and Genuine.After that they Accepted and found my all Documents and Proofs genuine and valid then they unblocked my account but forfeited my All winning Amount and Only Remains my deposit amount of 1800.While this is my First and Real Account,Also all my Documents are Genuine and Valid and the Deposit and Withdrawal method is also mine.Without any proof or Explanation they Forfeited my Winning.I request you to teach a lesson to such casino who cheating with player.I want justice else I will highlight this case to Consumer Forum because I have kept all the proof and Documents ready.Also I not used any Bonus or Free spins.I won with my Real Money.Also my Account is fully verified and I created only a single account.

I have attached all the proofs and Documents here.

Userid: en****4

Thanks

Dear enjoy64,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Dear Petrolena

Customer support only said that "This is final decision by our team that this account will remain blocked" Only I got this explanation.Also I already told you that I don't have used any promotional bonus.This was won with my Deposit amount.Also Casino found my All Documents and Proof Genuine and valid.Also I have only and only one account.I sent them selfie with my ID proof. As well as withdrawal proof method.They forfeited my 10000 winning.

Thanks

Thank you very much, enjoy64, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, enjoy64,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LottaBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear LottaBet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Will the casino refund the player's deposits?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear LottaBet Casino Team,

Thank you for the provided documents and explanation.

Could you please look at my last response in our Skype conversation and provide me with the requested details/data?

Dear enjoy64,

I was provided with additional data from the casino representative, but those are still not sufficient to support the casino's claims and decision to confiscate your winnings. Therefore, I asked them to provide me with further details, and I am currently waiting for a response.

In the meantime, while we will wait for the casino's reply, can you please confirm your deposits of 1,800 INR have been already refunded and that the remaining balance on your account at the time of account closure was 10,000 INR? I would like to update the disputed amount of this complaint to the correct value.

Dear LottaBet Casino Team,

Please, see my last messages sent via Skype. Please note if no relevant evidence is provided to me until the current timer expires, the complaint will be closed as unresolved.

Looking forward to hearing from you.

Dear Branislav Sir

There was total balance I won is ₹10410 in which they refunded my ₹1800 after I provided them all the documents and selfie with Documents.They forfeited my ₹8610.So I want my ₹8610 and I want the proper explanation why they Forfeited? I hope you understood.

I have attached transaction history ss to clear.

Thanks

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.

Thank you, enjoy64, for clarification. I updated the disputed amount to ₹8610.

Unfortunately, the casino has not responded to me yet. However, I will try to contact it again, and let you know once there is any news.

So, let's wait for the casino's response.

Dear enjoy64,

Unfortunately, for an unspecified reason, the casino cannot provide me with further information and details, and it is not able and willing to cooperate with us in resolving your issue anymore. I am afraid there is not much that can be done without cooperation from their side. Therefore, I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Curacao Interactive Licensing (CIL), and submit a complaint to them (info@curacaolicensing.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or are provided with information from the regulator, feel free to contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru