The player had been struggling to close her account, as her self-exclusion request had been ignored by the online casino, Lottoland. Despite her repeated attempts to communicate with the casino, she had received only automated responses. The player had also expressed concern over her gambling addiction and requested a refund of her deposited money. The Complaints Team had contacted the casino on behalf of the player, inviting them to participate in resolving the issue. However, the casino had directed the player towards their dispute resolution service, eCOGRA. The Complaints Team had then marked the complaint as 'waiting for the regulator's decision' and awaited updates from the player. Despite several attempts to get an update, the player had not responded. Hence, the complaint was closed as 'rejected'.
Lottoland Casino - The player struggled to close her account.
Amount: €150
Lottoland Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
I have sent 3 emails within 10 days asking for my account to be closed. I also wrote that I have a gambling addiction problem. Shouldn't the account be closed immediately? Unfortunately there was no response to the emails and deposits are still accepted!!!! Is that legal?
Hello diseydel68,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lottoland Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? When exactly did you request to close your account for the first time and in what way, live chat or e-mail? Did the casino ever responded anything to your requests?
Please forward your communication with the casino to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
Hello, thanks for the quick reply. I registered there via Facebook. I don't think my account is verified. I only got an automatic reply to my emails that it was being processed... It has stayed that way. The chat is always off.
Thank you diseydel68 for all the provided information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi diseydel68,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Lottoland Casino to the conversation to participate in the resolution of this complaint.
I haven't gotten a reply from Lottoland yet and I can still log into my gaming account ☹️And only today I got 2 promotional EMAILS🤷♀️
Hello , my account has now finally been closed. I would still like to have my deposited money back. I have on the 9th and 12th. 10. Sent an email requesting closure stating that I have a problem with gambling addiction!! On the 19th I deposited money again 🤦♀️And it was also booked. They are not allowed to do that. The account was only closed on the 24th
lg
Hi diseydel68,
Thank you for the update. I contacted the casino also via Skype so hopefully, there will be a response soon.
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.
Hello diseydel68,
I'm Sean, the affiliate manager at Lottoland, Peter brought your case to my attention.
For security and privacy reasons, we cannot go into your individual case here as this is a public forum. I have spoken to the relevant manager and one of our staff will be in touch and will be happy to assist you further.
Warm greetings
Sean - Lottoland
Hello Peter, first of all thank you for your efforts. I've just emailed Nick as I don't have your address.what should I do now? I would like to have the money back after 10 days after I asked for the account to be closed twice. In their answer it says that great value is placed on players and the protection of minors. That's not correct !!! Completely ignored the request to close the account until I sought help here.
Best regards
Dear Sean,
We can always make all replies private. That means only the three of us will be able to see them.
Dear diseydel68,
I suggest you wait for the casino to contact you and I will try to discuss the matter with Sean on Skype. I will keep you updated.
Hi diseydel68,
Has there been any news? I was told that the casino will post a reply here soon.
Hello, no there was nothing new, just this email that I sent to nick. LG
Hello diseydel68,
I received the following reply, you would have to follow the complaints process please:
15.5.
15.5 Whilst every effort will be made to resolve player queries to their satisfaction, should a player remain dissatisfied they may raise their concern with our alternative dispute resolution service, eCOGRA. eCOGRA is an independent alternative dispute resolution service that reviews every case related to betting or gaming transactions. The current eCOGRA Alternative Dispute Resolution Rules apply, which can be found on the eCOGRA website under the ADR Policies and Procedures for Assistance section under eCommerce and Online Gaming Regulation and Assurance - eCOGRA – Alternative Dispute Mediation are listed. However, the quickest way to submit a dispute is to fill out the online dispute resolution form found at eCommerce and Online Gaming Regulation and Assurance - eCOGRA – Alternative Dispute Mediation .
Hi diseydel68,
Since it doesn't look like we will be making any progress here, please follow the steps above and contact the eCOGRA. I will mark the complaint as "waiting for the regulator's decision" and as soon as there's news, we will take it from there. Please let me know when you receive a response from the eCOGRA (peter.m@casino.guru).
Dear diseydel68,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority or ADR, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Peter
Dear diseydel68,
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.
Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected."
The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.
