The player from Germany has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player stopped responding to our questions and comments, so we had to reject the complaint.
Lottoland Casino - Player’s withdrawal has been delayed.
Amount: €2,250
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
1 year ago
Public
Public
1 year ago
Translation
Hello everyone,
I have been playing at the Lottoland Casino. Until now, the payout has always worked. When I attempted to cash out again, it was just like the last time. But this time, I received an email on Friday evening. I was asked to send more documents despite my account already being verified. So, I complied. However, now nobody is available. Neither via the provided phone number nor through live chat. Emails remain unanswered and there is no action. Thank you for your help.
Best regards
Philipp Wasiliadi
Automatic translation:
Public
Public
1 year ago
Dear philippwas,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
