The player from Germany had reported that they had deposited 50 Euros to their online casino account via bank transfer, but the funds were not reflected. Despite their attempts to resolve the issue, including sending bank statements, the funds remained uncredited. However, during the course of the complaint process, the player's deposited fund had eventually been credited to their account. The issue had been successfully resolved and the complaint had been subsequently marked as 'resolved' by us.
Lottoland Casino - Player's deposit not credited to the gaming account.
Amount: €50
Lottoland Casino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
I transferred 50 Euros to my gaming account via bank transfer on April 15th, but unfortunately, I copied the purpose of a previous transfer and inserted it into the current one. I've contacted the support team about a hundred times, I've chatted with them, and I've sent all my bank statements and data regarding both transfers, but I'm just being strung along. They claim they can't find the deposit due to the copied transfer purpose. However, the support team asked me to send two bank statements with the same transfer purpose. The bookings were on March 28th and April 15th, as one of the support team members confirmed. Both deposits were found, but the one from April 15th is still not booked into my gaming account. This is clearly fraudulent. I would advise everyone against playing there.
Automatic translation:
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6 months ago
Dear schnobbe,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lottoland.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly that 2 deposits were initially lost, but while the deposit made on March 28th was credited, the one on April 15th is still unaccounted for?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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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6 months ago
Translation
Hello Tomas, it's all sorted. My payment was credited today. Thank you very much.
Best regards
Automatic translation:
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6 months ago
Dear schnobbe,
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,
Tomas
Casino.Guru
