The player from the United Kingdom had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The player reported that the casino had been unresponsive to his emails and the withdrawal status had remained unchanged. We had advised the player that withdrawals might take some time to process, possibly due to unfinished KYC verification or a high volume of withdrawal requests. We extended the complaint resolution timer by 7 days for the player to respond, but he failed to do so. As a result, we were unable to investigate further and had to reject the complaint.
Lottomat Casino - Player claims that payment has been delayed.
Amount: €400
Lottomat Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.0
Lottomat Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
12 months ago
Hi.I have two pending transactions(150eur and 250eur) 5 days have passed and their status has not changed. can you check what's going on with them.
Public
Public
12 months ago
Dear Dany200,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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11 months ago
same problem. They doesn't even respond to email.
the withdrawal status is unchanged
