Lottoland Casino UK - Player's account has been blocked and winnings withheld.

I only joined lottoland in february 2024 after a colleague told me about it. I dont play big amounts its really only for fun.

I deposited about £80 over an evenings where i then won £3000 on a 25p spin... I couldn't believe it!

So excited too i made a withdrawal request.

By this point, id already sent id to confirm my details.

Then the next day my account was closed and after 5 attempts to connect on live chat they said they need ID.

I sent them a passport copy, bank statement, image of my bank card, utility bill and a selfie if me holding my passort.

I contacted them again and they asked for id again so i sent my passport.

It has now been 5 days. My account is closed and the winnings i won i have yet to see.

This feels like a scam and i just want my winnings now.

Dear DavidPratt1983, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise when exactly did you send your identity documents to the casino? Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with customer support and what was it about?

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, 

Veronika

Hi veronika

The last time was wednesday for an update and i sent the documents on tuesday 4th February

Hello again, i contacted them again this evening to ask for an update. Their response was they are still waiting on an update.

I did advise i was initially told it would be within 72 hours and this time has now passed.

It does just feel like it is being deliberately delayed as if they don't want to pay out because i wont money.

They have copies of my passport, a selfie with me holding my passport, my bank statement, my bank card image front and back and another copy of my passport. All was received and correct as far as I'm aware.

Ive never experience such a delay to pay out winnings especially in 2024

Tried reaching out today via live chat and the staff were very rude as disconnected me without event giving me a chance to respond.

Im now convinced more than ever, this is deliberate. They dont want to help me and it feels now they are in no way intent on paying the winnings.

Ive attached the said conversation.

I contacted lottoland again tonight as no update, all they said was sorry for the delay ive asked them to contact you asap

It feels they are witholding now

Thank you very much, DavidPratt1983, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 veronika 😊

Hello DavidPratt1983,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Lottoland Casino UK to join the conversation.

Dear Lottoland Casino UK,

Can you please provide more information on why the player's winnings were not paid and their account was closed? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Been trying to get in touch with lottoland tonight again via live chat and ive been trying now for 3 hours. Everytime i get to 1st in the queue, it says it's unavailable.

I really feel now beyond reasonable doubt ive been scammed. I won £3000 fairly, i sent all of the ID, i jumped through all their hoops and since then ive heard nothing else and not seen any winnings either

Im absolutely gutted

Almost 2 weeks now and still zero update. This is definitely feeling more like deliberate stalling tactics not to pay out 🙁 i attached my latest conversation with filip today who once again says, check back on Monday

So its official. They will not pay out to me alleging a duplicate account. It has taken them 3 weeks and all they did was refund me what i paid in.

I am beyond disgusted

Can i do anything to challenge this?

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.

So lottoland said the ID was recieved, then said their decision is final refunded my deposits. I got an £80 refund instead of £3000.... heartbreaking how shocking this casino is with customers

Dear DavidPratt1983,

I have successfully reached out to the representative from Lottoland Casino, who has informed me that your case underwent investigation by the relevant team. They identified certain breaches of company rules, as communicated to you by the support 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. I've requested additional details, but it's probable that even with that information, we may not gain sufficient clarity on the matter.

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)

Thank you for reaching out. I have tried so hard with everything and did it all correct.

Thanks for your help i will try this next

Dear DavidPratt1983,

Thank you for understanding, please let me know once you submit a complaint to IBAS.

I have put in my claim 🙂

Dear DavidPratt1983,

Thank you for the update. Could you please send me the confirmation of your complaint to IBAS at michal.k@casino.guru? This will help us maintain a record of it.

So ive been trying for days to have lottoland confirm they are happy to move on with the dispute with IBAS as they too said they would be happy to support this.

I am being ignored, i am not being replied and i dont know what else to.

IBAS need confirmation from lottoland that i have been referred to IBAS before they can proceed.

Dear DavidPratt1983,

The request from IBAS is somewhat unusual; I haven't encountered such a requirement before. Perhaps it suggests that you should initially attempt to resolve the issue with the Lottoland team. If a resolution proves elusive, only then you're advised to reach out to IBAS. The Lottoland team has escalated your concern to a senior customer service advisor, and you can expect a response shortly. In any case, you may also refer to your complaint raised at our forum, stating that the matter remains unresolved, and you were directed to contact IBAS.Let me know once IBAS opens the complaint for you.

Still not had anything from lottoland and ibas wont allow me to continue without it

Dear DavidPratt1983,

I understand your frustration, but as I mentioned above, due to GDPR and the company's privacy policy, they cannot provide specific or sensitive information, making it almost impossible for us to fully assess the situation. I've taken the initiative to email the Lottoland team, urging them to acknowledge that your concern couldn't be resolved internally and that they advised you to reach out to IBAS for further assistance. So I hope they will send you an email in this regard, but unfortunately, beyond these efforts, there's little more I can do to assist you.

If the Lottoland team will not further respond at all, you can try to submit a complaint to the licensing authority (Gambling Commission) here: Complaints (gamblingcommission.gov.uk) or via email: info@gamblingcommission.gov.uk but again, even the gambling authority advises reaching out to an ADR first, so any help from their side is uncertain.

Thanks for this

They emailed me back to confirm their decision was final but no mention of ibas referral

Very frustrating

Dear DavidPratt1983,

I have received just the following response from the casino's customer service team:

Again, I understand that this isn't much of a help, but sadly, there's little more I can do to assist you. The only option I have is to 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.

As I have mentioned above, you can try to submit a complaint to the licensing authority (Gambling Commission) here: Complaints (gamblingcommission.gov.uk) or via email: info@gamblingcommission.gov.uk as apart from IBAS, this is the only authority that can force Lottoland to potentially change their decision.

With this being said, we run out of options. Please let me know If I can assist you with anything else.

I think ill accept defeat. Its ashame because you expect casinos to operate fairly and its quite obviously a scam. Thank you for trying.

Lesson to anyone. Beware of lottoland.

Dear DavidPratt1983,

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

I will now mark the complaint as "unresolved - insufficient evidence from the casino" 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 and resolve the complaint, we will reopen the complaint, and you will be notified by email.

You can still try to reach out to IBAS or the United Kingdom Gambling Commission (UKGC) and please let me know how they responded at michal.k@casino.guru but this option rests solely with you.

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