Lottoland Casino UK - Player's account has been unexpectedly closed.

I set up my account a few days ago, I deposited £100 and first off won about £530 on a slot game called secret cities, I withdrawn £237 with no problem which went in to my bank account the next day.

I played again and won £6100, I gambled a little off the £6100 and lost about £600.

yesterday I withdrawn £2800 and received email confirmation, this morning I opened account and noticed they returned the £2800 to my account which left me with about £5500 and within seconds my account was closed. I tried to log in and it says to contact customer support, I can’t understand if I had a successful withdrawal yesterday why they’ve closed my account.

I won the winnings fair and square. Please advise what I can do, I built up all my hopes to take my family on holiday and now I feel worried I won’t see my winnings. I have screenshots of my account showing my winning balance.

hope you can help

Dear Drewone,

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. Could you please advise if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi, i contacted Lottoland before they closed my account and asked them if I needed to verify my account to make withdrawals they said my account is already verified but I’ve never sent them any documents. The game was a slot game called 3 secret cities, my winnings were accumulated without using the bonus. Not communication yet unfortunately. Thank you

Thank you very much, Drewone, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Drewone for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lottoland Casino UK for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.

Thank you!

Thank you, I hope we can resolve the issue soon.

I’ve had the same response off lottoland via chat several times now telling me they are still verifying my documents, they have every document requested but still no joy with reopening my account. They never reply to my emails I have to try and speak to them via chat every time

Dear Drewone, I was in contact with a casino representative and was told that your problem with verification has been sorted.  We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi, they have reopened my account. I have made a withdrawal but it is not in my bank yet, once the payment has been received, I will let you know. Thanks for your amazing help

Hi, I have made a few withdrawals and my winnings have been paid in to my bank finally. Thanks for all your help 🙂

Dear Drewone,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter