Lottoland Casino UK - Player's account has been blocked with winnings on hold.

Hello,

I am hoping you can help me. My name is Indre Jasaityte and I was playing lottoland casino online. During free bonus spins in the game "COPS ROBBERS BIG MONEY" I refreshed my internet and that moment I got block on my account. I sent to their customers service the documents they have asked me and they gave me back my balance money I had at that time.

But actually on the bonus games the winning which I screenshotted has not been paid to me, because they have never allowed me to log in anymore to that game and the bonus still on hold there non finished free spins which never gone to my balance.

I have many emails with them, in the beginning they tried to ignore and deny about my bonus game free spins which was interrupted. Then later they told me to talk to live chat and the live chat said that they can't let me go on the game because my account is on hold due to the documents I need to provide to them.

Then in the end the customer service who is dealing with my case said to me that they are putting my account on hold for 5 years and when I asked them what is going to happen with my winnings which are pending in free bonus spins and which I showed them playing history, which was never allowed me to go on the game so the free spins can finish and money can go to my balance - they just simply ignored my matter for many weeks. They never responded to my last email to them.

After like 2 weeks I tried to log in myself and I saw that my account is blocked due to self exclusion, which I have never done and actually they blocked me from it. I do not want to play there ever, but I would like to get my winnings back on the game I mentioned before,(someone just need to go on that game and it would say "bonus game not finished" and let itself finish it and then winning would automatically go into my balance) they are in my playing history but they never reached the balance because I was not allowed to log in to that game again. If I am not allowed can they go on that game for me? I understand that if they are thinking I can not afford to play or so and they want to stop me from that but I do not understand why they steeling my winnings.

If you require I can also send all chats with them, I also have video recording where when I was able to log in to lotto land I made recording where I go on my history and film last wining £315.70 but also that is not final winning because my bonus free games were still on going when I was blocked.

Also I am receiving benefits and had money I lent to people before, I was playing from my winnings from another casino, I sent them all my bank statements, which showing my winnings from other casinos and nothing was accepted. I think they stole my money and dealt with me as player very bad. I even mentioned to them that how they are dealing with my matter denying about obvious winnings and not paying me back it is affecting my health as that time I had due to that matter fast heart rate and I showed that to them, but they twisted that my heart rate was fast due playing not because they holding my money. I wish you can help me with this matter, thank you.

Dear indrejasaityte,

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. 

• How much money you already had in your casino account before it was closed?
• Do I understand correctly that you didn't request self-exclusion?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

Hello, thank you for your message.

I can’t remember very well but it was maybe around £200 which they gave me back as it was in my balance.

They put my account on 5 years exclusion and I did not know that actually they marked as I did exclude myself only I found out when I tried to log in and it was message on the screen that I self excluded myself.

I have the chats with them and I have never said exclude me from the site. In fact I said I don’t think gambling on their site giving me difficulty because I was wining which I never had a chance to see those winnings.

I will go through my emails and screenshot everything. There will be messages with one team from lottoland and also live chats I will send that to your email you left here. Thank you

I have sent all to your email address you provided please let me know if you have received and thank you for your help.

Thank you very much, indrejasaityte, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Why you are leaving my case? Do I need to send him everything I sent you?

Hello indrejasaityte,

I'm Michal, and I have taken over your complaint. When I previously reached out to the representative from Lottoland Casino, they informed me that every case before closing the player's account underwent investigation by the relevant team. Unfortunately, due to GDPR and the company's privacy policy, they cannot provide specific or sensitive information to us, making it very challenging for us to fully assess the situation. They recommend that players should try to solve the issue through support. I understand that you've already attempted this option; unfortunately, we're unable to provide additional assistance without the necessary information from the casino team. While I will still ask for 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 appointed by Lottoland. 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: https://ibas-uk.com/claims-wizard/

Please let me know once you submit a complaint to IBAS as this will help us maintain a record of it. Sadly apart from this, there's little more we can do to assist you.

Dear indrejasaityte,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi what should I respond as you can’t help me then taking my money so there is nothing I can respond

Dear indrejasaityte,

As I've mentioned above 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 appointed by Lottoland. 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: https://ibas-uk.com/claims-wizard/

I was asking you to please let me know once you submit a complaint to IBAS as this will help us maintain a record of it. Have you done so or are you not interested in losing your time with it anymore?

In any case, I would like your confirmation as this is necessary to properly classify this complaint.

Thank you for your prompt response.

Hello, I have submitted where you told me.

Dear indrejasaityte,

I have been informed by the casino that they are unable to comment or provide any information to us as a third party. I have my fingers crossed that the casino team will try to resolve your issue via IBAS.

Sadly as we are unable to fully assess the situation we have no other option than to 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.

Please let me know how IBAS responded and if they were able to assist in resolving your matter at michal.k@casino.guru

We regret that we couldn't offer further assistance in this instance, 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