Lottoland Casino UK - Player’s account blocked after withdrawal request.

Hello

I signed up to Lottoland on 04/02/2024 and played a game called Book of Dead. I deposited my own funds and won £381 and a result of a free spin promotion after depositing.

I made a withdrawal request yesterday and now my account has been closed with no word from Lottland. Can you help my case? Thank you

Dear ryanmarsh1994aol.com,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you encountered with Lottoland regarding your account closure after a withdrawal request.

To better assist you with your case, could you please provide us with additional details?

• Specifically, we would like to know if you received any notification or explanation from Lottoland regarding the closure of your account.
• Additionally, if there were any terms and conditions associated with the free spin promotion you mentioned, providing those details would be helpful for our investigation.

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documents regarding your account closure or the promotion, please feel free to forward them to petronela.k@casino.guru for further review.

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 have sent you an email directly with further evidence.

The email has been sent to petronela.k@casino.guru.

I had no confirmation from Lottoland my account was closed. I am still receiving emails from their mailing list as an active member.

Thank you

Hi Petronela,

Please see further evidence from Lottolands Terms and Conditions with regards to withdrawals.

My withdrawal request should be processed.

Thanks again

I'm sorry for the late reply. Thank you very much, ryanmarsh1994aol.com, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Adam

Thank you for picking up this case. I have attached further evidence from Lottoland that they’re refusing to pay out the winnings successful won after depositing and using the promotion spins they had advertised.

Hello ryanmarsh1994aol.com,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lottoland Casino UK to join the conversation and participate in the resolution of this complaint.

Dear Lottoland Casino UK,

Can you please provide more information regarding this technical error?

Kind regards,

Adam

Dear Adam

Has there been any response from LottoLand? What happens to my case if Lottoland does not reply within the deadline?

Thank you

Ryan

Hello ryanmarsh1994aol.com,

It is our standard policy to allow the casino two periods of 7 days each in which to respond to our attempts at contact.

Should we still receive no response after this, the complaint will be closed as 'unresolved', and have a negative effect on the casino's rating.

Kind regards,

Adam

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 ryanmarsh1994aol.com,

I have now got in touch with the casino via Skype and I am waiting for further information.I will therefore extend the timer in the meantime.

Kind regards,

Adam

Hello ryanmarsh1994aol.com,

There has been no further response from the casino, I will contact them once more as per our policies. In the meantime, please let us know of any developments.

We would like to ask Lottoland Casino UK to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear ryanmarsh1994aol.com,

I have been informed by the casino that they are unable to comment or provide any information to us as a third party.

Consequently, we will close this complaint as 'unresolved'. 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 IBAS – an alternative dispute resolution service (https://ibas-uk.com/), and submit a complaint to them. They collaborate with the Gambling Commission and have better options and tools to help players. The next step would be contacting the UK Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain). Please let me know how the ADR responded (adam.m@casino.guru).

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

Best regards,

Adam