LottoGo Casino - The player's self exclusion failed.

This company agreed as I was self excluded they would refund if I was in a negative balance . Now they have realised I'm am in a negative balance they have since decided to stop replying to my emails !

Hello mdowner8888,

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

Could you please advise how can you even possibly play if you are self excluded? Isn't you referring to some other safe gambling tool? Can you explain the refund of loss situation a little further please - how exactly should it work?

Looking forward to your answer.

Regards,

Nick

Hi nick, well that's another thing I'm excluded via gamstop but still managed to register...that's not the issue now though . They agreed to refund if I was at a loss. They obviously worked it out wrong thinking I had won. Now I've sent them the transactions proving the lose they have not bothered replying.

Hello mdowner8888,

Can you please advise when exactly did they find out about you being excluded? Since when is your account closed and waiting for the refund?

Hi nick , 18.5 their compliance manager advised they would set to zero...but as I said I think they worked it out incorrectly as I can prove the lose they have now chosen to ignore me.

Hello mdowner8888,

Could you please forward your deposit and casino balance history to nikolas.b@casino.guru?

Yep I'll forward you the chain.

Thank you mdowner8888 for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello mdowner8888,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lottogo Casino to join the conversation and participate in the resolution of this complaint.

Dear Lottogo Casino,

Can you provide more information regarding the player's exclusion and refund?

Kind regards,

Adam

Dear mdowner8888,

I contacted the casino and they have stated that they are unable to discuss a member's account with a third party due to strict data protection and security regulations. I’m afraid there is not much that can be done without cooperation from their side.

I will therefore mark the complaint as "unresolved" in our system. I understand this isn't 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 you to contact the IBAS - Alternative Dispute Resolution service (https://www.ibas-uk.com/consumers/register-with-ibas/) register, and submit a complaint to them. It may have better options and tools to help players. Please let me know how they respond (adam.m@casino.guru).

I am sorry I could not have been of more help on this occasion.

Best regards,

Adam