Lottoland Casino UK - Player’s account has been closed and withdrawal delayed.

Hi

I created an account with Lottoland on Saturday 7th December, completed verification as you do.

I first deposited £500, won some profit, withdrew my £500 and then played with the profit. I lost this. I deposited a further £1,000, made £400 and withdrew the £1,000. At this point, I withdrew the £1,000 of which I have emails confirming it will be processed/paid in 24 hours but could take up to 5 days. It is now Tuesday midday and no funds have been received - I am now beginning to become concerned.

With the £400 profit, I placed this on a low odds Saturday 6 fold acca, this would return £1699 and a few pennies. Whilst the games were coming in, I checked at circa 4pm UK GMT and I had a cash out of circa £900. Only 30 minutes later, I couldn't log in to my account;

"Your account has been closed, please check your email for further information".

There was one game which was due to play at 18:00, Benfica who won and completed the acca.

No emails were received, in my normal mailbox or in junk.

I jumped on chat and they said that further verification is required; fine. Driving licence, self certifying photo with driving licence held, proof of address and bank statements, all provided. This took place yesterday when I gave them the final document in the morning.

I have since tried to contact via the live chat method, which no one mans, you are told you are number 1 in the queue and will be seen to within an average timeframe, this does not happen. I am hours on end trying to get in touch with someone for two reasons;

1. When I can expect my £1,500 deposits that took place Saturday. I think in this day and age, having to wait 3 days is unacceptable given how quickly funds can be transferred. I am beginning to think they are withholding these funds even though they were withdrawn before the account was restricted.
2. When I will get an answer and have an active account so I can access the £1699 winnings.
3. Will I even get these funds back, I have used many sites over the years and I have never experienced service or conduct like this before.

I believe they are purposely being evasive and unhelpful, they are unlawfully withholding the £1,500 that I have requested. I have obliged with all requests, in a time fashion.

The only two people on live chat seem to be Gamila & Andra and every time I speak to them, they disconnect the chat (I am not being offensive).

Would really appreciate some support on this as with it being so close to Christmas, those funds could really come in handy!

Hello NovaKane26,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lottoland Casino UK. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed.

Looking forward to your answer.

Regards,

Nick

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 Nick

Thanks for the quick response.

They’ve advised that I should expect an update by tomorrow. I have provided them everything they requested which seems excessive (I work in finance and deal with AML CDD so I know they are excessive in their requests).

They also confirmed on live chat that my initial deposits which were successfully processed according to an email were being withheld whilst they were reviewing my account. I think this is incredibly unfair given they had already been approved and the value of these is £1500.

Communication has been absolutely dreadful and trying to contact someone on live chat is nigh on impossible if you have no time.

In answer to your points, my payment methods have been verified and they are now going through an enhanced verification process probably because of the amounts and/or winnings.

It was all my own cash, no bonuses whatsoever.

I last spoke on live chat requesting my case is expedited to someone senior and to confirm when I would receive my £1500 back to which they said these have not been released as the review is taking place.

I’ll provide an update hopefully tomorrow or Friday with the outcome.

I am amazed that they’re allowed to operate this way as I’ve seen umpteen complaints regarding them and their antics. Had I had known I wouldn’t have bothered but they are now holding £3,200 of my money!

Okay so first failing is that there is no update.

the next will be 5 working days which I was promised via email that I would re

receive my payout of my original deposit which I haven’t.

tomorrow will be 5 working days.

I will and have contacts to take this very senior.

For anyone tuned in,

Lottoland, will very quickly suspend your account following a win. They will then request unnecessary and overboard documents which not even a bank or financial regulator would request.

They will deny your request for funds (which is happening) and they’ll have no leg to stand on as this is being reported to IBAS, the gambling commission and I hope this appears in Google.

This "outfit" is an absolute fraud and should not be in operation.

if they cannot afford to pay me £3,200 they should be liquidated - shocking service. AVOID AT ALL COSTS LIKE THE BUBONIC PLAGUE. I will keep banging the drum until I am heard.

Hello NovaKane26,

As mentioned above, withdrawals and verification may take up to 14 days so if it's been less, we can only advise to wait.

Additionally, if there are checks being made on your account, it is common that the account is restricted.

I would advise again to wait out the recommended period and let us know in case of any update or in case it would take longer.

Regards,

Nick