The player from the UK had won £366 and attempted to withdraw it, but hadn't received the money yet. Additionally, she discovered that her account had been closed and Lottoland was not responding to her enquiries. After the player provided the necessary details, we had contacted the casino for clarification and extended the timer for their response. However, the casino did not respond within the set timeframe. As a result, we were unable to resolve the issue and had to close the complaint as 'unresolved', which negatively impacted the casino's rating.
Lottoland Casino UK - Player’s winnings are not received and account was closed.
Black points: 36
Amount: £366
Lottoland Casino UK
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
I played £10 and received 50 spins. I won a total of £366. I withdrew the money into my account, it still hasn’t gone in and when I go to log into my account it says my accounts been closed. When I try and contact Lottoland they ignore me.
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2 months ago
Dear Shaznie01,
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 advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- Have you deposited any funds into your account?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
Registered on Sunday afternoon, it got shut down on Sunday night.
It was live slots.
Yes I deposited £10 then an extra £5.
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2 months ago
Thank you very much, Shaznie01, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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2 months ago
Hello, Shaznie01,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Lottoland Casino UK's representative to join this conversation and participate in the resolution of this complaint.
Dear Lottoland Casino UK team,
Could you please provide us with an explanation of the player's situation in more detail? Why has her account been blocked/closed? Will the casino process her pending withdrawal, or have the disputed winnings been confiscated? What steps should the player take to unblock the account and/or withdraw the winnings?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
Dear Shaznie01,
Just letting you know that I have managed to get in touch with the casino's customer support, and I am waiting for additional details and information. Therefore, I am extending the timer for the casino once again.
Once I have any news or updates, I will inform you.
Thank you for your patience and understanding.
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1 month ago
Dear Shaznie01,
Unfortunately, since we have not received any further response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
The casino can reopen this complaint anytime and you will be notified about it by email.
In the meantime, I recommend that you contact the casino's ADR - IBAS (https://ibas-uk.com/how-to-raise-a-dispute/) and submit a complaint to them. They collaborate with the Gaming Authority and have better options and tools to help players. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Then, the next step could be to file a complaint directly to UKGC itself, but according to the last information, they do not deal with player's issues anymore.
In case of any questions or news, feel free to contact me via email (branislav.b@casino.guru).
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Best regards,
Branislav, Casino.Guru
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