The player from the United Kingdom had deposited £700 and won £3700 but had their account closed after making a withdrawal on September 3rd. Despite sending documents such as bank statements, the casino had not released the funds. After reviewing the situation, it was concluded that the casino had a history of non-cooperation, and the complaint was marked as 'unresolved'. The player was advised to follow the casino's dispute process and consider contacting the alternative dispute resolution service.
Lottoland Casino UK - Player's account has been closed and withdrawal delayed.
Black points: 377
Amount: £3,700
Lottoland Casino UK
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 month ago
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1 month ago
I deposited £700 and played on roulette got up to £3700 and decided to withdraw I knew it would take 24 hours at least before I received the money so I tried to check my lottoland account the next day to see what was going on and my account was closed and still closed till now I’ve sent documents bank statements etc and they still haven’t release my money I made the withdrawal on the 3rd of September
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1 month ago
Dear malakijerell,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Lottoland Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
- Could you please explain whether you passed KYC verification?
- Did the casino explain their reasoning for account closure to you?
- When was the last time you were in contact with casino support and what did you discuss?
Thank you in advance for your reply.
Best regards,
Tomas
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1 month ago
Could you please explain whether you passed KYC verification? I was automatically verified but I have sent them everything they asked for
Did the casino explain their reasoning for account closure to you? No they just closed it
When was the last time you were in contact with casino support and what did you discuss? I spoke with them on there live chat and they keep coming up with excuses they have no reason to not release my funds to me
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1 month ago
Hello malakijerell,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear malakijerell,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. As the casino has a history of no cooperation with our complaint resolution center, I recommend you follow the casino's dispute process outlined in the casino's terms and conditions and complaints procedure section: https://www.lottoland.co.uk/complaints-procedure
It involves contacting the casino support and the alternative dispute resolution service IBAS. http://www.ibas-uk.com/
Feel free to take advantage of our guide to contacting the regulator with a complaint found here: https://casino.guru/submitting-complaints-to-regulators
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. I am sorry I could not be of more help on this occasion.
Best regards
Tomas
