Lottoland Casino UK - Player's requesting a refund of his deposits.

The issue that I have experienced. I had made 2 deposits of £300 by error. I’ve been able to withdraw my first error of £300. My 2nd error saw my account disabled . I’ve spoke to customer team since since the 12th Septmeber with no response or resolution. I want my £300 deposit back that is my money . Not gambled or betted but my own deposit. You have flatlined refused on various occasions to release this money back to me. You’ve stated on different occasions that I ever had a duplicate account - which I don’t . Or have a gamstop in place (which I don’t ) reviewing your own terms and conditions it states : 

"11.5 We take responsible gambling very seriously, and if you try to open duplicate accounts with us, or to enrol with different details during your period of exclusion we will do our best to detect and close them. If you are able to access our Services, any losses incurred during the period before detection and closure of the duplicate accounts will not be refunded. We also reserve the right to withhold any Winnings that have been obtained, with only the amount deposited returned to you."

You can see my account that is now blocked that I had made 2 deposits . The money in the account is my own deposit. You need to return this to me . 

Alternatively your terms and conditions as indicated below state 

" 15.7        Multiple Accounts with different email addresses and/or different names for one individual person are not allowed. If, in our opinion, you have more than one Account ("Duplicate Account(s)"), we may elect at any time to: (i) keep your Account and Duplicate Account(s) open; (ii) close your Account and all of your Duplicate Accounts; and/or (iii) keep open the first Account opened by you or on your behalf and close all Duplicate Accounts. If we close any Account or Duplicate Account in these circumstances:

15.7.1         all bonuses, free Bets and Winnings accrued from such bonuses and free Bets obtained using that Duplicate Account will be void and forfeited by you;

15.7.2         we may, at our entire discretion, void all Bets placed using funds in any Duplicate Account and refund to you the amount of any deposits made to the Duplicate Account (less any Winnings withdrawn) and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by you in respect of a Duplicate Account may be recovered by us directly from any other of your Accounts (including any other Duplicate Account); or

15.7.3         we may, at our entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all Bets placed by or for you through the Duplicate Account shall be retained by us and the balance of any amount remaining in the Duplicate Account which was deposited into the Duplicate Account by you (if any) will be refunded."

Again. I’m the event this is a duplicate account (which it isn’t ) you need to return my deposit. The account balance is not from winnings. I withdrew approx £70 of winnnings from the account . If that’s the case please take this from my balance but return the rest of my depoist.

I feel very annoyed and upset with this company. My fault for adding the funds into the account. Due to this error I’ve been overdrawn as you’ve not returned my money. Again. My money I deposited. Not won.  I have tried since the 12th September with no responses . My account is blocked.

Dear Jonaew2k,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lottoland Casino UK.

Please allow me to ask you a few questions, so I can better understand the situation. 

According to the chat transcript you deposited 323 pounds twice, the second deposit came after you managed to withdraw 300 pounds. Is this accurate?

Do I understand correctly you partially played the funds you deposited in the casino?

When have you registered your account in the casino, please?

Have you registered in Gamstop in the past?

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,

Tomas

Hi I had deposited x2 323 deposits by error . I was able to withdraw £300 and that was returned . As soon as I tried to withdraw another £300 my account was blocked and was being reviewed. Currently I have money in the account which is clear from deposits only .

I did partially play my deposit as I only wanted £20 no £300. Due the amount of money I’m currently in overdrafts as it’s a substantial amount of money that has not been returned to me . I refute that I have gamstop in place - I am able to open up accounts with other providers with no trouble . I have tried to send them bank statements, ID all of which I’ve been told isn’t required . It’s taken weeks. I’ve tried to email and live chat. Their number is out of service . I’m just at a loss as to how they have not returned my money. I’m in discussions with my bank to ask for the manual return of funds - all of which I’ve notified lottoland about . Even if I had duplicate accounts or gamstop there terms and conditions are clear . All deposits if any to be returned. My account was registered with the casino for 3 days. At the start of septmeber 2023 Hope this helps .

Thank you very much, Jonaew2k, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 Jonaew2k,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lottoland Casino UK to join the conversation and participate in the resolution of this complaint.

Dear Lottoland Casino UK,

Can you please provide more details about the situation?

Kind regards,

Adam

Hi any news or contact ? Thanks

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.

This is the latest email I’ve now received form lottoland

they refuse to answer my questions relating to the duplicate account . I’ve asked for copies of my account history and transactions . I’ve not had an account with them , and this has now changed from me having a gamstop to duplicate account . I’ve never had an account . They state that’s it’s their terms and conditions which then allow them not to return my deposited funds back. This is clearly a scam and something the investigator doesn’t want to discuss further with me . My bank is now investigating to try and get a manual withdraw of funds

Hi any news or updates?

Hello ,

I have so far not been successful in making contact with the casino, but I have since found one more option to try. I will of course let you know as soon as I get a response.

Kind regards,

Adam

Oh and what would that option be ? I have had no luck with them so have now gone via different routes as well.

thanks Adam

Hello Jonaew2k,

I have now been able to make contact with the casino via Skype and they have stated that they are looking into the situation. I will therefore extend the timer once more while we await further information.

Kind regards,

Adam

Thanks for your continued effort and support

Dear Jonaew2k,

I have tried to contact the casino repeatedly but had no further response. 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 (https://ibas-uk.com/how-to-raise-a-dispute/), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the UK Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain). Please let me know how the ADR responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

This complaint was reopened at the request of the player.

The player informed us via e-mail that the funds had been returned to them and that the complaint was now resolved.

Kind regards,

Adam