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

Hi, I had deposited £10 on Sunday and won £347, went to log into today to check the withdrawal status and my account has been closed? Without any indication. I have contacted them and no reply.

Dear Charlimurphyy,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Lottoland Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you passed the full KYC verification?

Have you received any email from customer support regarding your account closure?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Hello, I completed the age verification a long time absolutely when I made the account. I have had no correspondence what so ever from them via email, even though I have reached out. I deposited £10 and got free spins so used my free spins and my own £10 credit. This deal is still on the website just now.

Thank you very much, Charlimurphyy, 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.

Hello Charlimurphyy,

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

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 Charlimurphyy,

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.

Dear Charlimurphyy,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.