Lottoland Casino UK - Player's account was blocked.

I opened an account last night and made two deposits each of £100 and played on slots. I won and my balance was around £460. I then logged out. I went to log back in to withdraw some funds. I was unable to and a message popped up that I had self excluded. I did not realise that k had I would like my deposits back. I should not have been able to open an account nor should I have been able to deposit. Please help

Dear Casbar1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Let me ask you a few questions so I can understand the whole situation completely. Do I understand correctly that £200 (dispute value) is the value of money you deposited into this casino?

Are you aware of having an active self-exclusion at this casino?

Could you please post here a screenshot of the message that popped up when you tried to log in?

I hope we will be able to help you to receive your winnings as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

It is just my deposits of £200 that I am disputing as I will not get the winnings but obviously I would love the £460 that is in my current balance. as I did win that fairly.

I was not aware that I was excluded. Definitely not. I would not expect to be able to open an account or deposit if I had. See attached screenshot of message

Thank you for your reply, Casbar1. Have you discussed this issue with the casino? Would you be so kind as to forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru.

I have responded direct to your email address that you have provided to me

Casbar1, have you provided replies to the casino's questions and sent the required documents?

I see that the casino claims that your balance is £0. Do I understand correctly that you had £460 in your account when you were blocked?

I have provided them with my bank statement showing the deposits x 3 of £210. I am yet to receive a response from them

They’re saying I don’t have an account. I did not realise I had a previous account when I opened the latest one. My surname prior to 24 May was Norton and that’s the only thing that has changed as my email, he address and contact number are the same. They know I have a new account as I said when I went to log back in after winning to withdraw funds the account was blocked.

Please can you contact the casino? I am not interested in opening a new account as per their first email to me. I did mention this to you. I just want my money back - I have sent them proof of my deposits as shown on my bank statement and they are lying about me not having an account - I literally opened it on Friday last week and within a couple of hours deposited £210 and then was blocked

Could you please clarify how much money was in your balance? Do I understand correctly based on the email communication that you had £460 in your account when you were blocked?

There is a balance of £460 and I have heard nothing back from them

I have had another email from Lottoland stating that they are now looking into the refund of my deposits/winnings so I will await their next email and let you know if they have refunded me or not

Thank you for the update, Casbar1. So let's wait until the casino finishes the investigation. Please, let us know if there is anything new.

I received a further email from the casino after I chased them up again and on 2nd June they advised me that my refund request has been forwarded to their payments department and therefore I will now wait for 7 days - 9th June, in the hope that they will respond

It is now the 9th June and it’s been a while and I have still heard nothing apart from its being investigated and it will take a few days. It’s been more than a few days now and not sure what the hold up is

I’ve decided to wait a little longer so hold off making contact for now

I received my deposits but they said I can’t have my winnings as I breached the agreement. I don’t agree as they breached their agreement with me as they allowed me to open an account and deposit do I would like my winnngs back of £260

Thank you for keeping us updated. How much money did the casino refund? Could you please forward the most recent communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Hello, the casino sent me a first email offering to discuss opening my old account as my self exclusion had apparently ended they said in 2019 and I was unaware of this. I responded and said I was not asking them to reopen my account and I wanted a refund of my deposits and winnings. They then said that they had forwarded my request to the finance team. I then received a response to advise that I would receive my deposits back only and they copied and pasted terms and conditions as to why I could not have my winnings. Prior to that I did state that if they did pay me my winnings plus the deposits - total £460!then I would consider reopening the old account but this was in the hope they would send me a full refund. Also in their email advising me they are going to refund my deposits they stated that they are not now going to reopen my account as when I self excluded they said I wanted to close my account for good. So the total refund I received was £210 and they kept £250 winnings. I must have deleted their final email as I cannot see it in my inbox. Surely they keep copies of email communications

I have the emails now from Lottoland which I have sent to your email address that you provided to me

Thank you very much Casbar1 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Casbar1,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Lottoland Casino UK to the conversation to participate in the resolution of this complaint.

Thank you

We would like to ask Lottoland Casino UK to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Thank you

Ok thank you

Hi Casbar1,

Sorry for the last reply. It happened due to a technical issue and I deleted it. I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the IBAS - Alternative Dispute Resolution service (https://www.ibas-uk.com/consumers/register-with-ibas/) register, and submit a complaint to them. It may have better options and tools to help players. Please let me know if you need help with filling the form or how the IBAS responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter