Lottoland Casino UK - Player's access to account blocked without notice.

cant access my account and I have pending withdrawals they have not asked me for any verification or anything so I am confused? I’ve had no email to say my account was closed jt only when I tried to log in I realised

Dear olivia060601,

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 how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, I opened my account yesterday & non of the winnings were won via. Bonus I was just playing casino slot games 

Has this been resolved?

I am yet to receive a response and have had 0 communication from either of you or lotto land

Thank you very much, olivia060601, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Lottoland Casino UK to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi olivia060601,

I've just reviewed your case and am sorry to hear about your struggles with your account at Lottoland Casino UK. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Lottoland Casino UK, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player cannot access their account?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Not only can I not access my account but I have £556 that I withdrew and have not received. This is why I’m so frustrated

I have email evidence of them to

Dear olivia060601, please feel free to send me all the relevant communication between you and the casino to my email natalia.b@casino.guru, thank you.

I have sent from the email I use for the account, it’s a thread of emails with my withdrawals

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.

Dear olivia060601,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the IBAS – an alternative dispute resolution service (http://www.ibas-uk.com/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). You may find this article helpful too: https://casinoguru-en.com/submitting-complaints-to-regulators

I am sorry I could not be of more help on this occasion.

Best regards,

Natalia