The player from Germany had her account in the casino blocked. The player confirmed the withdrawal of her winnings was complete.
Lottoland Casino - Player's account was blocked.
Amount: €9,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Hello, my dears!
On Sunday I had a big win at Lottoland. I was supposed to submit everything on Monday. It's done with a few fixes. Was also always in contact with the department. To date I have been able to log in. Now my account is blocked and no one tells me why. Everything has been fine for the past few months. Payouts worked. Now that I'm so lucky, nothing works anymore. Please help me!
Was always friendly in email correspondence and nothing happened.
Please help!
Thank you and best regards Anja
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10 months ago
Translation
Many thanks in advance for your effort!
Kind regards Anja ****
Edited by a Casino Guru admin
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10 months ago
Dear Anja74,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with the casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
- Did you achieve your current balance with or without an active bonus?
- Could you please confirm the website of the casino in question? https://www.lottoland.com/
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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10 months ago
Translation
Hello Tomas!
Of course I'm happy to answer the questions.
I've had the account for years. Unfortunately I don't know exactly. I was still able to log in this morning. All of a sudden I got the answer, my account was deleted.
Account deletion was only communicated to me when I logged in. Actually had nice support with the VIP department before because of the verification.
I only played slots.
The win was without a bonus.
The game was played at www.lottoland.com!
Really never had any problems with the site, not even with previous withdrawals.
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10 months ago
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By the way, I still have screenshots of my balance and the additional missing payouts. The last screenshot is from this morning.
Haven't received any explanation from Lottoland yet.
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10 months ago
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Spoke to VIP SUPPORT 3 times today.
I still don't know why my account was deleted.
Made a withdrawal of 100.02 via Mastercard yesterday. It was actually paid. Everything else is still in my account, so almost 7100 and almost 1900 have actually been on the account since Sunday and Monday. But didn't arrive there and wasn't booked back either.
Why does a small withdrawal go over 100 and then deletion.
No apology by mail, nothing!
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10 months ago
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I just wanted to use the 100 to test whether the verification was through. Because you get bad answers.
If I had known, I would have paid more
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10 months ago
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There's news of my payouts again.
So summarized again:
The payouts from Sunday and Monday of almost 1900 have just arrived despite the lack of verification.
Then I should verify myself since Monday.
Mastercard withdrawals were reversed for the week.
Tried again last night to pay out 100.02 on Mastercard... arrived today.
Now there are exactly 7128.00 left on my player account.
Account was closed despite some withdrawals.
Still no reason why this happened!
Everything is ok with the account as I was able to make withdrawals.
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10 months ago
Thanks for the updates and the detailed explanation.
Before we confront the casino, could you please send me any relevant communication you received from them?
My email is tomas@casino.guru
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10 months ago
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Hello Tomas!
I'll forward the emails to you. Thanks so much.
By the way, there is nothing new to report.
Greetings Anya
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10 months ago
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Here is the screenshot of the unpaid balance.
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10 months ago
I am sorry Anja74,
but I haven't received any information from you in my email. I'll await your reply.
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9 months ago
Dear Anja74,
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
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Good morning!
Good news at last.
I finally got my money.
Anyway, thank you very much and have a nice weekend
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9 months ago
Dear Anja74,
I'm glad to hear that you were able to withdraw from the casino at last. 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,
Tomas
Casino.Guru
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