The player from the United Kingdom had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The issue was resolved after the player provided the necessary bank details for a manual transfer, resulting in the receipt of her £70.98 withdrawal. The complaint was marked as 'resolved' in our system.
Lottoland Casino UK - Player claims that payment has been delayed.
Amount: £70
Lottoland Casino UK
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Withdrawal did not go through and advised that the monies had been returned to my account. However the money was not received into my account and I email them on the 27th but have not received a response. I have tried web chat twice but that is not working nir is the telephone number. I am not sure if they are still trading.
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2 months ago
Dear sandraereynolds,
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
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2 months ago
I received an email yesterday asking for my bank details because they say they will have to do a manual transfer. I emailed back the information so hopefully this will now be done. I will keep you updated.
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2 months ago
I have today received my withdrawal of £70.98 so the matter is now closed. Thank you for your support.
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2 months ago
Dear sandraereynolds,
Have you received your withdrawal from the casino yet?
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2 months ago
Dear sandraereynolds,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
