The player from the United Kingdom reported that her account had been abruptly closed by Lottoland without any explanation. Despite numerous attempts, she had been unable to establish contact with customer service via live chat and email. We attempted to gather more information from the player to investigate the issue, but unfortunately, she did not respond to our queries. Consequently, we couldn't proceed with the investigation and had to dismiss the complaint. The complaint was reopened upon the player's request, but due to her sustained lack of response, we were forced to dismiss the complaint once more.
Lottoland Casino - Player’s account has been abruptly closed.
Amount: £93
Lottoland Casino
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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10 months ago
Hi there. Lottoland have closed my account. I cant login as it says its been closed. I have tried live chat several times but I get to #1 in their queue and then they shut the live chat facility down. Ive tried numerous times but not had an email response either. I just want to know whats happened and why they suddenly closed my account ?
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10 months ago
Dear lousleep,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Lottoland Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you received any email from the casino regarding the closure of your account? Has your account been closed temporarily or permanently?
Could you please advise if you passed the full KYC verification?
Have you made any successful withdrawals from this casino in the past?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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9 months ago
Dear lousleep,
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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9 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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9 months ago
We’ve reopened this complaint at the request of lousleep. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We received the following message from the player:
Hi there. Sorry I have been away for a little while. I'm not sure I understand LottoLands efforts to contact me? What have they tried? I have no emails or calls from them? So to answer your initial queries - I have not heard from them why the account was closed & I would submit KYC info if requested - but seriously, cannot speak to them at all.
Please forward me the emails you sent to Lottoland Casino support after your account was closed. My email address is veronika.l@casino.guru. Also, please post here the screenshot of the error you see when you try to log into your account. Thank you in advance.
