Lottoland Casino UK - Player unable to access account's funds.

For more than month,my account to Lottoland remains closed,or dont have access to it.In the account i have £3000,which i am unable to withdraw.The casino asking for verification documents,which was sent long time ago.Also my account was fully verified before.

Dear ahdaniela,

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?
• 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

Hi

my account is open from 3 months roughly,and yes the account was fully verified,also get paid from previous winnings,wasn’t any problem to withdraw the winnings.I playing only casino slots,nothing else.

The winnings is not from any bonuses or free spins offers,.

Hello

Thank you very much, ahdaniela, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, ahdaniela!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

Is that all ,which can be done?

We are still trying to contact the casino and learn more about the issue.

Thanks a lot

We have decided to extend the timer, as it seems like we are establishing the contact with the casino.

Hello, ahdaniela!

I have been informed that the casino's customer support has contacted you regarding the case. This casino cannot participate in responding in our complaint threads, so their recommendation is that players try to solve the issue through the support. Please, let me know if you have learnt any new information from them.

I’ve tried to solved with the casino myself,but I just been ignored by the casino.There is no any update from them at all.

I will contact their support myself, but if they deny to participate further, I am afraid, there is nothing I can do.

I have received the response from the casino's support that the matter is forwarded to the relevant department and is being dealt with.

thanks,i also forwarded you the casino response to me.

Hello, ahdaniela!

Has there been any new information from the casino?

Absolutely nothing.They just ignored me.

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 UK 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 (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru