Lottoland Casino UK - Player's account closed after withdrawal attempt.

Hi,

I made an account yesterday with Lotto Land UK, deposited 10 and won 1,023 with a free spins promotion. I withdrew this afterwards successfully but have not received money in my bank.

however today I have went on to find I cannot log in as my account has been closed and to contact customer services. I have been unable to contact anyone despite phoning multiple times and emailing.

i have screenshots of my withdrawals and winnings and really need this money any help appreciated.

Dear MJH99,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lottoland Casino UK.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please share screenshots relevant to the issue in the complaint thread?

When was the last time you were in contact with the casino and what did you discuss?

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

i appreciate that you are all very busy, and I pray and hope you can help this is so important to me and my mental health.

i have still not had any reply or contact from lotto land, and when I try phone they say their phone lines are off.

thanks so much for your help

Thank you very much, MJH99, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello MJH99,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lottoland Casino UK representative to join this conversation and participate in resolving this complaint.

Dear Lottoland Casino UK,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

I have tried to contact the casino 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru