Lottoland Casino - Player's withdrawal has been delayed.

Hello,

I have not received my game winnings from the casino.

I first attempted to withdraw 2000€ on 25.6.2023 and a second transfer of 14,68€ to my bank account on 28.6.2023, but so far, I haven't received anything.

This 2000€ bounced back to my game account and I tried again to transfer it to my bank account on 10.7.2023. But, I still haven't received any money from the gaming company.

I have sent several emails and have asked about this issue. I received one response from the gaming company asking for details about my bank account and the visa payment method I used.

I provided the appropriate attachments for my bank account, as well as proof of money transfers to the gaming company. I transferred 320€ of game money.

Dear Kalikko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

thanks for the answer

I have submitted a photo of my passport, a bank statement, which also shows money transfers to the gaming company.

In addition, I submitted a certificate of my home address.

I will still send the gaming company a certificate of my first €20 money transfer, for which I used a savings bank account, in case this is the missing thing, but I haven't received any inquiry from this gaming company..

I still had to ask about the account statement, does the entire account statement have to be visible or can I just put the money transfers to the gaming company from there and of course that it is clearly visible that I am the account holder. I didn't put the first account statement in its entirety, because I guess my private life doesn't belong to the game company.

If you were requested to provide your bank statement, I'm afraid it can't be edited in any way. Please try to send the original format without any alterations and keep me informed about any further developments. Thank you in advance.

Hey

Today I uploaded the new account statement in its entirety and, just to be sure, the other attachments that the gaming company has requested. I am now waiting for the game company's answer until next Friday the 28th and then reply to this message thread again.

Hey

I haven't received the money in my bank account yet. My game account has been confirmed on 25 June 2023 and I have received an email about this from the game company.

I wonder why the money hasn't arrived yet and also when the gaming company doesn't respond to my emails. I don't know if the bank has problems with the payment and it is difficult to get the money transferred to my account.

Here, for sure, we have to wait...

Thank you very much, Kalikko, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Kalikko for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lottoland Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hey

I have been waiting for a contact from the casino and this is about to close..

What would be the next step. Can this complaint be removed completely if this complaint makes it difficult for me in this process?

We would like to ask the 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’ which may negatively affect its rating.

Hey

I received an email from the casino.

I'll take care of the matter myself now, if I can't get the matter taken care of I'll go back to the matter, because the money hasn't arrived in my bank account yet.

Thanks for your help.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. We will reject this complaint as per your explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.