Lottohelden Casino - Player’s withdrawal has been delayed.

Hallo zusammen,

Habe schon mehrfach versucht Kontakt aufzunehmen, aber leider ohne Erfolg.

Normalerweise wurde innerhalb 5 Tagen ausgezahlt, aktuell sind es über 14 Tage. Es gab noch keine Antwort vom Support.

Bitte um Unterstützung.

Grüße Torsten H***

Dear torddi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Firstly, I'd like to make sure that your withdrawal are winnings from the casino section, please, as we do not deal with complaints related to sports betting or lotteries. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hallo zusammen

Danke für die Unterstützung, echt super.

Es handelt sich um einen Csinogewinn ohne Bonus.

Auszahlung erfolgte immer innerhalb 5 Tagen.

Danke und Grüße

Thank you very much, torddi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you torddi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lottohelden Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support) and submit a complaint to them. The Malta Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter