Lottoland Casino UK - Player's winnings are not being paid out.

Won fair on blazing mammoth, £43.002.34

every excuse not to pay out all documents sent. They don’t reply and now closed my account

Hello zadiasalami,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lottoland Casino UK. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick, I’ve sent every document all approved as far as I know! They don’t respond to emails. Live chat is awful they all say different things. Very nonchalant employees, cut off before you have finished. Last time I spoke to the casino was Friday! Then I was blocked.

I have all the evidence every single bit.

Hello zadiasalami,

Please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Dear zadiasalami,

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 I’ve just seen this, will do this today thank you. I have so many screen shots from my live chats so will put in order the best I can with times dates etc. plus all the emails/complaints sent which I received no correspondence

Dear zadiasalami,

We are still waiting for the e-mail with the requested information. Please be sure to forward it as soon as possible otherwise we won't be able to proceed in resolving it.

Dear zadiasalami,

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 investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.