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

I recently opened an account with lottloland and successfully deposited on numerous occasions. My account was shown as verified and when I went to make a withdrawal of £800 I received and email to say funds were on the way. The next day I attempted to log in and was shown a pop up that stated my account has been closed and refer to email.. no email has been reviewed. I have contacted customer support via email and no response . No live chat available or contact number

Dear hurstashley207,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

If you received any response from the casino in the meantime, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Winnings were from slots only, no bonus was ever accepted. I was receiving promotional emails and even an email stating winnings had been sent but then account closed with no information and no response from lottoland

Thank you very much, hurstashley207, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, hurstashley207!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

I have received an email requested to send ID verification again and proof of address. This is the first communication and still no information as to why. I have sent relevant documents and awaiting response

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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. In the meantime, I recommend you contact the IBAS – an alternative dispute resolution service (http://www.ibas-uk.com/) and submit a complaint to them. It collaborates with the UK Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru