The player from Austria had faced an issue with an Aviator game at Lottoland where his bet of 100 Euros set to exit at 2.00x didn't payout, even though the arrow had landed exactly on 2.00x. Lottoland's support had been unresponsive despite evidence, resulting in a loss of 200€. After the player had submitted his complaint to us, we had requested evidence and reached out to the casino. The player had expressed dissatisfaction with Lottoland's customer service but appreciated our intervention. Eventually, the player had informed us that the issue had been resolved.
Lottoland Casino AT - Player did not get paid winnings from the Aviator game at Lottoland.
Amount: €200
Lottoland Casino AT
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
I'm experiencing an Aviator issue with Lottoland.
I have been given incorrect information by Lottoland.
I played a round of Aviator where I placed a bet of 100 Euros and set an automatic exit at 2.00x. The arrow landed exactly on 2.00x but I wasn't paid any money even though I had an automatic exit and the arrow landed exactly where I had set my exit to be, it should have exited at 2.00x.
I'm quite desperate since I'm no longer receiving support help from Lottoland because I've bombarded them with many messages.
Lottoland responded after I had thoroughly shown evidence and screenshots that the arrow only reached 1.52x and that I didn't receive my winnings. But I have a screenshot of the round and you can see the time and the exit at 2.00x where the arrow broke off. I implore you to help me because it's about 200€, which is a lot of money for me.
I would send all the information via email along with the screenshots of the Aviator round and the emails from Lottoland Casino.
I hope to receive a prompt reply.
With friendliest regards,
Thanks for reading.
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6 months ago
Dear mihaelstnc,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Dear mihaelstnc,
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.
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6 months ago
Translation
I have already sent the evidence via email
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6 months ago
Thank you very much, mihaelstnc, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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6 months ago
Hi mihaelstnc,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Lottoland Casino AT to join the conversation and contribute to the resolution of this complaint.
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6 months ago
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.
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6 months ago
Translation
The casino is unable to respond because they know I am in the right. I think it is a shame that they take my money out of my pocket so easily.
Lottoland very bad casino!
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5 months ago
Hi mihaelstnc,
We are making every effort to get in touch with the casino. I will inform you once there are updates.
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5 months ago
Hi mihaelstnc,
We received a response from the casino on Skype. Now we are waiting for a reply in this thread.
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5 months ago
Translation
I would like to briefly note
Without your help, Casino Guru would never treat me like Lottoland does now. Suddenly they write me an email even though I've already tried everything to get an answer. Then I was ignored for weeks and only when Casino Guru, i.e. you, helped me did everything go back to normal. I don't think that's acceptable for the casino. I've tried everything to prove that the truth wins but everything was denied and I was wrong. So thank you Casino Guru for helping me.
I have to say something against Lottoland, the way you treat your players is simply abysmal. Why do you ignore me for days or weeks even though I had proof? It's just sad that you get a license and I thought you treated all players well and didn't do things like you did to me. Simply abysmal!
Best regards to you Casino Guru Thanks again!
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5 months ago
Hi mihaelstnc,
I'm glad to hear that things are in motion. Please keep me updated.
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5 months ago
Translation
It was solved thanks Casino guru.
Best regards
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5 months ago
Dear mihaelstnc,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
