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

I saw a promotion for Lottoland whereby you deposit £10 and receive 50 free bets on a slot called 'book of dead'. I won £2,066 from my free spins and proceeded to withdraw the full amount. 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 a few days later and noticed I no longer had access to my account. I received no communication from Lottoland on why my account was shut down. I have since sent two emails to their complaints team with no answer as of yet.

Dear marcmarley88,

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 clarify which bonus you activated? If possible, please post a link or promo code you used to activate the offer.

Additionally, if there is any other relevant communication between you and the casino, 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

I can't find the offer so I believe it has been taken down? It was for new customers who deposited £10 would get 50 free £2 spins.

Thank you very much, marcmarley88, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 marcmarley88,

I'm Michal, and I have taken over your complaint. When I previously reached out to the representative from Lottoland Casino, they informed me that every case underwent investigation by the relevant team. Unfortunately, due to GDPR and the company's privacy policy, they cannot provide specific or sensitive information to us, making it challenging for us to fully assess the situation. They recommend that players should try to solve the issue through support. I understand that you've already attempted this solution; unfortunately, we're unable to provide additional assistance without the necessary information from the casino team. While I will still ask for additional information from the representative at Lottoland Casino, the only viable course of action to escalate your complaint would be to bring your concerns to the Independent Betting Adjudication Service (IBAS), an alternative dispute resolution service appointed by Lottoland. Lottoland has agreed to cooperate fully with any investigations IBAS opts to conduct and, consequently, will abide by any rulings they may issue. You can submit a complaint to IBAS here: https://ibas-uk.com/claims-wizard/

Please let me know once you submit a complaint to IBAS as this will help us maintain a record of it.

Hi Michal, thank you for the advice! I have raised a complaint with IBAS. I will keep you updated on any progress of the complaint. Thanks again.

Dear marcmarley88,

Please forward my evidence, either here or to my email, michal.k@casino.guru that you contacted IBAS, as this will help us maintain a record of it. I would need to temporarily close this complaint while Waiting for the regulator's decision.

Dear marcmarley88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Michal,

Sorry I have been super busy with work the past week. I have raised the dispute to IBAS telling them all the information about the case and some of our conversation here. They have responded with this (see attatched image)

Dear marcmarley88,

Thanks for the update. Kindly email support@lottoland.co.uk requesting confirmation that your issue remains unresolved after their efforts, and you need this to take your case further with IBAS. Please add my email michal.k@casino.guru in the "Cc".

I have forwarded the email and CCd you in!

Dear marcmarley88,

Thank you for the email. I assume the Lottoland team has communicated with you via email at service@lottoland.com, but I suggest adding support@lottoland.co.uk as a recipient as well. Please send your email again to both of the email addresses and add my email, michal.k@casino.guru, in the "Cc." This seems to be the correct procedure.

Dear marcmarley88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Michal,

Lottoland have this morning replied to my original complaint that I sent to them on the 13th of February. I have attached the response. They claim that I created multiple accounts which is completely false and I would love to find out how they come to that conclusion. What should I do next?

Dear marcmarley88,

Finally, you have received at least some response from Lottoland. I understand your frustration, but as I mentioned above, due to GDPR and the company's privacy policy, they cannot provide specific or sensitive information, making it almost impossible for us to fully assess the situation. I've taken the initiative to email the Lottoland team, urging them to acknowledge that your concern couldn't be resolved internally and that they advised you to reach out to IBAS for further assistance. So I hope they will send you an email in this regard, but unfortunately, beyond these efforts, there's little more I can do to assist you.

If the Lottoland team will not further respond at all, you can try to submit a complaint to the licensing authority (Gambling Commission) here: Complaints (gamblingcommission.gov.uk) or via email: info@gamblingcommission.gov.uk but again, even the gambling authority advises reaching out to an ADR first, so any help from their side is uncertain.

Dear marcmarley88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to help further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.