The player from Austria is experiencing difficulties withdrawing her winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Lottoland Casino AT - Player’s struggling to complete account verification.
Amount: €2,770
Lottoland Casino AT
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
Lottoland Casino AT has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, please for any help regarding a winning payout at Lottoland. Sent all the details they asked to complete my verification since then no response from Lottoland. How do you advise me to proceed in this regard?
Lg. Ingo D***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear tiga8544,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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1 year ago
Translation
Hello Kristina, thank you for the quick support. I had claimed my winnings and submitted all the required documents to the casino. Since I didn't want to be tempted to play again right away, I applied for a one-month cool-off period afterwards. This morning I got an email from the casino that my documents have been successfully checked and that I can now initiate the withdrawal although I have already initiated it. But since I can't access my account now, I have no way of paying out my credit again. How can I go about this.
Best regards
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1 year ago
Thank you very much for your reply, tiga8544. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Money has come, thank you for your efforts.
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1 year ago
Dear tiga8544,
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,
Kristina
Casino.Guru
