Lottoland Casino UK - Player's account was closed after a withdrawal request.

I saw a promotion for Lottoland whereby you deposit £10 and receive 50 free bets on a slot called 'book of dead'.

I won £111 from my free spins and proceeded to withdraw £121. I received a confirmation email informing me that my winning would be with me in 5-10 days.

I made the withdrawal on Sunday 4th February. I went to check my account on Monday to find that my account had been closed.

I received no correspondence from Lottoland and have had no response from their customer service.

Dear JakeDr,

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.

Could you please confirm if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

Do I understand correctly that you received no email from the casino explaining the closure of your account, and whether it's permanent or temporary?

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

Best regards

Veronika

My account was fully verified on creation, I am happy to provide any identification documents required (however, no documents have been previously requested).

I have not made any withdrawals before, i signed up to Lottoland after finding out about their promotion.

I have received zero communication from Lottoland following the closure of my account - when I try to log in the prompt says 'please check your email for further information' but I have received nothing.

They have kept my initial £10 deposit and all of my winnings.

Thanks for your assistance Veronika.

They have now 'derecognised' my transaction and taken my winnings ..

Have you received any explanation as to why your winnings were voided?

No, I have received nothing, no email, no explanation, nothing.

Thank you very much, JakeDr, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 in the near future.

Hello JakeDr,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lottoland Casino UK representative to join this conversation and participate in resolving this complaint.

Dear Lottoland Casino UK,

Could you comment on this and state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru