The self-employed player from Austria had difficulty verifying his account at the casino. They had asked for official proof of his business ownership, however, the player was unsure of what kind of proof the casino required. The player submitted bank confirmation, but without success. After the player provided all the necessary documents to us, we forwarded the complaint to the casino. The casino did not initially respond, but after our intervention, they transferred the money to the player. The player confirmed that the issue had been resolved to his satisfaction, and we marked the complaint as 'resolved' in our system.
Lottoland Casino AT - Player struggled with account verification requirements.
Amount: €3,000
Lottoland Casino AT
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
My verification simply isn't being accepted. I'm a self-employed owner and the casino is insisting that I provide official proof that I own the business. I'm unsure what kind of proof they're expecting?! How much information am I supposed to divulge? I have already sent them a bank confirmation stating that all the cards are registered to my company. They're just leading me on. They themselves don't even know exactly what they want. They're asking that I bring confirmation that I am the proprietor of my business. My name is on the MasterCard!
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10 months ago
Dear amogyoro,
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 take KYC lightly and it might take a few working days to complete this thorough process.
I understand that you were not advised specifically on what paper is needed or required for the verification.
Is there any relevant communication that you could forward to petronela.k@casino.guru before we contact the casino directly?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Translation
Hello Petronela, thank you, I have now forwarded everything to you by email, including the necessary documents.
thanks for your support.
Best regards!
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10 months ago
Thank you very much, amogyoro, 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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10 months ago
Translation
OK thanks! Unfortunately there is still no response from lottoland.at.
I sent all documents and all necessary information to the casino again. No reaction.
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10 months ago
Hi amogyoro,
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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10 months ago
Translation
The casino transferred the money. So from my point of view everything is done.
Thank you for your support.
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10 months ago
Thank you amogyoro for the update. 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
