The player from the United Kingdom had reported that his account with Lottoland Casino had been closed without a clear explanation, which prevented him from accessing his £2684 winnings. He confirmed that he had received an email from the casino asking for patience while they reviewed his account, but no reason for the closure was provided. The player had previously made successful withdrawals and had already submitted his driving license for KYC verification. After he raised the issue, the casino resolved it by returning the funds to his account and processing his withdrawal. The casino had apparently been dealing with accounts that were exploiting a system glitch, but this player's funds had come from his own deposit. The issue was now resolved.
Lottoland Casino UK - Player’s account was closed after confirmed withdrawals.
Amount: £2,800
Lottoland Casino UK
Safety Index:HighCase closed
RESOLVED
Case summary
I made a withdrawal of £700 then £1984 and they were both confirmed. Now I can’t sign in and it says my account has been closed.
Dear barriecleere,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Lottoland Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you received any email from the casino explaining why your account has been closed?
Have you made any successful withdrawals before?
Have you accumulated your winnings with or without an active bonus?
Could you please advise if you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Yes I received an email asking to wait 24 to 48 hours so they can review my account. They never said why it was closed. These two withdrawals are the only withdrawals I’ve had with this casino. They hadn’t asked me for any KYC Verification but I did send my driving license over. Hope I can get this resolved as I’ve spent money I don’t have expecting this money to go into my bank. Also no active bonus. All cash
Any news on this ? Seen on twitter that a few people had seen the money they had withdrawn in their bank.
Thank you very much, barriecleere, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
The issue has been resolved. They sorted the issue with accounts taking advantage of a glitch in the system but this was money I deposited. They returned it to my account and then I withdrew and they paid me on Sunday there.
Dear barriecleere,
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.
Best regards,
Tomas
Casino.Guru
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