Lottoland Casino UK - Player's account closed with pending withdrawal.

I won 4500 and withdrawn this got the email to say was on way all account was verified and then all of a sudden account closed now I withdrew a few weeks prior this and was all okay not I’m not getting nothing back from them at all they have had my passport and doctuments I feel like is unfair

Dear cazpreston07,

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 and if you’ve completed the account verification successfully?
• 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi thank you I have sent an email to petronela.k@casino.guru to advise of the above account was verified and documents sent to aliz I have also withdrawn from the account before no problems so very strange games was starburst and no bonus funds was use just the ten pound I deposited

Thank you very much, cazpreston07, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Thank you when can I expect a reply from Stefan x

I still haven’t had no communication from them and everytime I call it says there closed very strange aliz who I spoke to had all the documentation she requested and still no sign of funds

Hello cazpreston07,

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? Could you provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you Stephen very much

all doctuments where given to aliz as requested and she said that everything was okay and verfied still nothing

Hi Stephen any updates

I knew they wouldn’t reply in time please help me

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 cazpreston07,

I am in contact with the casino representative outside of the complaint thread, so I will give them more time to respond. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Hello cazpreston07,

I was in contact with a casino representative outside of the complaint thread and it seems like they do not intend to respond to the complaints at all. I was told you were already contacted by customer support. Do you have any news regarding the closure of your account?

I'll be awaiting your reply.

nothing at all no update no explanation

Hello cazpreston07,

You should have received the email from the casino on January 12th. Have you received one?

I'll be awaiting your reply.

iv just seen this adviseing i have another account i do not have another account at all i have asked them to investigate and they basically said no

Hello cazpreston07,

I have contacted the casino representative and I am awaiting their reply. I will let you know when I get their response.

Your patience is much appreciated.

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

Best regards,

Stefan, Casino.Guru