Lottoland Casino UK - Player's account closed, withdraw request of winnings remains unresolved.

I have had my 'verified' lotto land account since November 2023 and enjoyed using it. It was great, very quick payouts and had some good wins too. £800 and even £3000. All withdrawn and no issues.

It wasn't until 30th January, i won big! and asked for a withdrawal of £5368.93. I was so excited for the funds to arrive, this was usually the next day or day after.

I decided to play a little only to be told my account was closed. I was so disappointed and confused.

I tried to email but no response, i asked on live chat and was always disconnected. Why would i not get my money. I tried to speak to someone again and told me it was a duplicate account, i explained i do not have a duplicate account. It was all very suspicious especially as my account was already verified and had successful withdrawals previously, it felt they just didn't want to give me my winnings.

Then by chance, a live chat agent also confirmed my account was verified! by this point there is zero evidence to suggest why my winnings have not been paid to me. I have tried contacting the gambling commission too and even writing a complaint and yet i have not had a response.

I would like the winnings which are due to me as i am being treated shockingly by lotto land.

Dear jimmydougal,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with the help of a bonus?
• Please share the correspondence with the casino detailing the accusations against you. My email is tomas@casino.guru

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

Best regards,

Tomas

Hi Tomas

Thanks for coming back to me

Im not aware of anyone else at home us ing lottoland to be honest.

There were no bonuses, it all came from my own deposits.

I have reached out a lot to the casino already and they keep forwarding the same id email template it's so frustrating.

Hope this helps

Thanks

I messaged the gambling commission and although they cant access specific details, they advised of the following.

"Payment details will be checked when a withdrawal request is made to check monies are being paid to the named account holder, the business will check the payment method and any identify any issues. 

I understand that you feel that the gambling business is delaying your withdrawal, To clarify we do not tell gambling companies what sort of information they should accept from a customer with regards to identification/verification.

Age, ID and financial verification - Gambling Commission

Our rules are clear that information should not be requested upon a request for withdrawal if that request could have been made earlier."

Hope this helps

Thanks for your reply.

If the casino accused you of having multiple accounts, before proceeding further, we'll need to review the specifics of the accusations against you. Please forward me any correspondence you have saved that would provide clarification. Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

Hi thomas

Thanks for coming back to me, ive saved a few transcripts from live chat and i have some email trails ill send over if this help

Thanks

Jimmy

Thank you very much, jimmydougal, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. 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.

Hello jimmydougal,

I'm Michal, and I have taken over your complaint. I have successfully reached out to the representative from Lottoland Casino, who has informed me that your case underwent investigation by the relevant team. Unfortunately, due to GDPR and the company's privacy policy, they cannot provide specific or sensitive information, making it challenging for us to fully assess the situation. Their recommendation is that players try to solve the issue through support. I understand that you've already attempted this solution; unfortunately, we're unable to provide additional assistance without the necessary information from the casino team. While I will continue to await additional information from the representative at Lottoland Casino, the only viable course of action to escalate your complaint would be to bring your concerns to the Independent Betting Adjudication Service (IBAS), an alternative dispute resolution service. Lottoland has agreed to cooperate fully with any investigations IBAS opts to conduct and, consequently, will abide by any rulings they may issue. You can submit a complaint to IBAS here: Do I have a claim? We simplify the process to help you. (ibas-uk.com)

Please let me know once you submit a complaint to IBAS.

Thanks Michal, ive accepted defeat on this one because i dont have a passport or driving licence.

Becauae they already honoured previous withdrawals, ive asked can i at least have some of my deposits back as gesture of goodwill.

This has drained me and i wont be using or recommending lottoland in the future.

Dear jimmydougal,

I comprehend that given the casino's track record of honoring previous withdrawals, you may assume a similar outcome in this case. However, I find it surprising that the casino processed your payment without conducting a Know Your Customer (KYC) check. While it's within each casino's discretion to decide whether to implement KYC, it's not uncommon for them to skip this step for smaller winnings. Given the quite big amount you won, it is reasonable for the casino to initiate a KYC process. Considering you mentioned not having a driving license or passport, successfully passing the KYC may pose significant challenges, as it is standard to request two IDs and other documents for a thorough KYC verification.

Lottoland Casino has this mentioned in its terms and conditions:

8.18        You acknowledge that we may only process withdrawal requests once any applicable identification and/or verification checks that we are required to carry out under applicable law and/or regulation have been satisfied. If within two weeks of a withdrawal request being made, Lottoland requires additional verification but is unable to verify your identity to its satisfaction, the withdrawal request will be cancelled and the funds returned to your Account.    

With this information in mind, I'm unfortunately forced to close your complaint as Rejected. Thank you for your understanding.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru