Lottoland Casino UK - Player requests refund after game interruption.

During my recent session, while placing a bet on a hand of live blackjack, I was unexpectedly interrupted by a questionnaire that required my attention - the questionnaire blocked my entire screen. This disruption occurred in the middle of my game and prevented me from making any further decisions within the game - specifically, taking another card - or not. When I eventually closed the browser nd reloaded the lobby, the game had finished and my balance had been lost.

I find this situation frustrating and unfair, as the interruption was beyond my control and directly impacted the outcome of my game.

Given these circumstances, I believe my stake should be refunded to my account, as my ability to fully participate in the game was compromised.

I contacted Lottoland, who advised me to use the live chat feature within the game's lobby to obtain the game ID, which I have since provided to them. However, Lottoland has not responded further to my enquiry.

I am unsure how the outcome of the game can be accurately assessed without considering the possibility that I might have chosen to take additional cards. Therefore, I respectfully request that my stake be refunded, as it is the only fair resolution to this matter.

Thank you for your time and understanding. I look forward to your response.

Dear Mikey999999999,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating experience you had during your live blackjack session.

To help us better understand the situation and assist with your case, could you please provide some additional details?

• Could you specify the date and time of the session when the issue occurred?
• Have you received any further communication from Lottoland after submitting the game ID through the live chat?
• Did you take any screenshots or note any details from the game session that could help us understand what happened more clearly?
• Finally, how much was the specific stake that you lost during the interruption?

If you have any further correspondence with Lottoland or any relevant evidence, please forward it to petronela.k@casino.guru so that we can review it as part of our investigation.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for your response.

I believe the date of the session in question was 30/08/2024. Unfortunately, I cannot confirm this through my account as I have closed it, but Lottoland should be able to verify the details on their end.

I have not received any further communication from Lottoland, and whenever I attempt to contact them via live chat, the connection drops each time.

Regrettably, I didn’t take any screenshots at the time as my priority was closing a pop-up, which I believe was related to ID verification or deposit amounts.

While I recall the stake being £576, I cannot confirm this with complete certainty, as I am unable to access my account and their customer service has become unresponsive.

Please let me know if any further information is required.

Best regards, 

Mikey999999999

Hi,

I’ve had the following from Lottoland:

"Thank you for your message to Lottoland Customer Care.

I can confirm that maybe game ID is correct but that number is not what we are referring to.

We need an SD number which is specific to each round and gives us an access to logs of that round.

As we cannot see inside the game we are unable to conclude the investigation. Please request SD number from the live chat relevant to missing winnings. 

Please message me again if you have any further queries either using the Live Chat tab on the landing site or through support@lottoland.co.uk and I will be happy to help.

Best regards,

Patrik

Your Lottoland Service Agent"

I have replied with the following:

"Hi Patrik, 

I initially requested the SD number via live chat from the Blackjack room where I placed the bet, but the agent I spoke with wasn’t familiar with what an SD number is. 

Since I’ve now closed my account, I’m unable to log back in to ask again. Could you or LottoLand please request this information on my behalf, as the bet was placed with LottoLand? 

I’ve also tried to reach out through your live chat several times, but the chat keeps disconnecting as soon as I’m connected to an agent. 

If this isn’t resolved, I will look to log a complaint with the UK gambling commission. 

Thanks, 

Mike"

Sadly, I haven’t had a reply since.

Thanks

Mike

Hi Mikey999999999,

I’m truly sorry, but at this point, we do not have the exact date of the incident or the amount of the stake. Additionally, you closed your account, and no supporting evidence has been provided that would help us investigate.

Please understand that this missing information is crucial for us to move forward with the case, and without it, there’s very little we can do.

If there is any additional information I may have overlooked, please let me know. Otherwise, I’m afraid I will have to reject your complaint as unjustified. I wish I could assist you further.

Thank you in advance for your understanding and response.

I understand, I have emailed LottoLand and asked for my transaction history. So I can give you the requested information.

Thanks.

I now have the details:

The date and time: 30/08 22:07:03. 

The amount: £537.00

Sorry I didn't have the information initially.

Hoping you can help.

Many thanks

Dear Mikey999999999,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved" even if you managed to provide more details about your case.

This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Lottoland Casino UK to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request.

Additional comments from the player:

Lottolabd have refunded £537

Dear Mikey999999999,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru