The player from Austria was accused of creating an account from a restricted country. We ended up rejecting the complaint because the player stopped responding to our messages and questions.
Lottoland Casino - Player’s account was closed.
Amount: €2,300
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
3 years ago
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3 years ago
Translation
Dear Ladies and Gentlemen !
I played at Lottoland Casino '
And I paid over € 800 from my account 'And I won € 2,300' And then I tried to withdraw the whole amount 'The casino asked me to verify my identity' I sent them all the necessary documents ... issued by Austria ..
Your answer was that I come from the wrong country and I am not allowed to play in the casino.
And they closed my account directly ..
I asked her because I can't play at the casino that the amount I paid will be returned without a win. Your answer was (this is not possible) ..
I tried a lot to communicate with the casino, but to no avail ..
I ask for your help and I hope so
Best regards
Zawan
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Hello Zawan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino's website and I found out this casino has a separate domain for Austrian players:
Could you please forward me any relevant communication to kristina.s@casino.guru (or post it here)? I would especially like to see those, where you were accused of being from a restricted country.
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello '
It was a call I called when they told me that I came from the wrong country, in which players were not allowed to play on their website 'then I received an email saying that the account data does not fit with ID' ' and that is not correct 'the data fits perfectly' 'I have all the information and data history' but without feedback and without success '' they tell me that I have to wait for feedback from the accounting department 'but they don't report anything' ''
Write me what you need 'and I'll be happy to give it to you'
Lg
Best regards
Edited
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3 years ago
Thank you very much Zawan for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Zawan,
I looked at your case and understand your situation. I will now contact the casino and see what can be done.
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3 years ago
Translation
Thank you, I'm waiting for the casino response ..
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3 years ago
Translation
Hello what can we do if the casinos don't answer?
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3 years ago
We would like to ask the Lottoland 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hi Zawan,
Unfortunately, the casino doesn't want to discuss the issue with us. Could you please forward all the emails regarding the issue the casino sent you to my email address: peter.m@casino.guru?
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