HomeComplaintsLottoland Casino UK - Player’s account has been closed without explanation.

Lottoland Casino UK - Player’s account has been closed without explanation.

Amount: £534

Lottoland Casino UK
Submitted: 11 Jan 2025 | Resolved : 17 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from the United Kingdom had opened an account with Lottoland and made deposits totaling £380, along with withdrawal requests totaling £534.57. However, after attempting to log in, he found his account closed without prior notification and was unable to get a response from customer support despite wanting to verify his account. The issue was resolved when the casino reopened his account and processed his payments following his complaint. The case was marked as 'resolved' by the Complaints Team.

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I opened an account with Lottoland last night. I made deposits totally £30 that evening and a further £350 the following morning. I won various amounts and made withdrawal requests totally £150, £160, £200.26 and £24.31 during this time (total £534.57). I have received four emails from lottoland confirming the above. I was about to play more games and tried to sign into my account and it then said it was closed please refer to my email. I have checked my email and received nothing so I contacted customer support who simply referred to the help centre or didn’t respond. I cannot get into my account or get any progress. I am happy to send any documents to verify my account but cannot get any response from lottoland. Can you help recover or get a response from lottoland so I can reopen my account? This is a lot of money so is quite distressing. Thanks

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Dear Jw67,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

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Hi, Lottoland have now finally responded and dealt with my complaint, account has been re-opened and payments now received so I would like to close this case. Regards

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Dear Jw67,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru

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