Lottoland Casino - Player’s withdrawal has been delayed after verification

Dear Casino Guru,

On 9th July 2024 while on holiday in Thailand I opened an account with Lottoland and deposited 2,000 GBP. The site accepts players from Thailand and my home Country UAE so I didn't see any reason not to play. I played a mixture of roulette and slots and ended up on 4,004 before I decided to withdraw that amount.

After receiving an email my funds are on the way, straight after my account was closed pending verification (which is fine as ive done this many times).

They were asked why I'm playing in Thailand - which I explained and also sent flight tickets, but also have passport stamps, hotel bills, credit card spend etc if they needed more proof.

For verification - they needed the basics e.g Passport, credit card bill, proof of address etc which was all provided the same day. A few days later I was asked to take a selfie with my ID which again I sent the same day.

It's been two weeks exactly today since i have submitted my documents but Lottoland have completely stopped responding to me. I have sent 5 emails to follow up and no response to any of them. I followed the complaints process yesterday evening but pretty sure now I am on some blocked list. I have read numerous reviews of customer service not responding when they have to pay out. Live chat confirmed to me that my account has been verified but nothing they can really do until customer service respond to me.

I have read their t&c's multiple times, there is no rule I have broken, this is just simply a case of not replying to me or allowing me to withdraw my funds.

I would really appreciate your help resolving this matter.

Dear rv82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which country of registration you chose during the registration?

• Did you play with any bonuses while you were in Thailand?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

The form asks for Country of residence - In my case is the UAE - I gave my full home UAE address.

No bonuses were played - just the amount I deposited.

Thanks,

Good morning, I have just heard from the Lottaland team that they haven't received a sefie with ID as an attachmnet, which I have now resent. They say thats the reason for the hold up and within 72 hours this will be resolved.

I will update you in a few days

Thank you for your reply, rv82. Alright, please keep me updated so we can proceed accordingly. Thanks.

Will do. Thanks for the support

Dear rv82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Kristina, this issue is resolved. The LOTTOLAND team have verified me.

Thanks

Dear rv82,

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,

Kristina

Casino.Guru