Lottoland Casino - Player’s struggling to receive her winnings.

I've been playing Lottoland SK for four years now, I deposited money three weeks ago and played when I wanted to pick a win, so I can't ... I have to verify my identity. I sent the Op and my credit cards twice, urgently, but without an answer. It is not fair.

Dear Biskupka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Since you have played in this casino four years, I assume that you have verified your account and withdrawn winnings previously, is that correct?

How was the additional account verification justified? Has any of your sensitive information or depositing method changed recently? How long ago your account was verified previously?

Lastly, could you please forward casino website link as the complaint has been filed under a different casino? Thank you very much in advance for your reply.

Best regards,

Petronela

Good day,

nothing changed all the time, normally I could bet and play, the last withdrawal of the win was 18.10.2020, from 21.10.2020 but the win was a pick and they wrote me that I do not have a verified account. I immediately sent them an OP and a copy of the bank card, which they requested and wrote, the verification took 5 days. It's been 22 days.

Thank you in advance for your help.

Thank you very much, Biskupka, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Biskupka.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Biskupka.

Is there any new info about your case, please?

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, we will close the complaint as ‘unresolved’.

Hello, the casino does not communicate at all, I sent a few complaints there, where they write that they will answer me within 24 hours and they will never call again.

Hello, and advise me what to do if the casino does not respond? How should I proceed? You close the complaint as unresolved and what should I do?

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Biskupka.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru