HomeComplaintsLottomat Casino - Player is facing withdrawal difficulties.

Lottomat Casino - Player is facing withdrawal difficulties.

Black points: 114

Amount: €110

Lottomat Casino
Safety Index:Above average
Submitted: 17 Aug 2024 | Unresolved : 09 Sep 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

1 month ago

The player from Romania experienced issues with withdrawing funds from the casino. He reported that his withdrawal of €110 had been pending for seven weeks, despite having no active bonus and numerous attempts to communicate with the casino. The Complaints Team made multiple efforts to contact the casino for assistance but received no response. Consequently, the complaint was marked as 'unresolved', and the player was advised to reach out to the Curaçao Gaming Authority for further support.

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2 months ago

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2 months ago

Dear iculbece,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

  • Do I understand correctly that the withdrawal is still pending inside your account without being processed?
  • Have you been advised why you can’t withdraw your winnings?
  • Is it an internal casino system issue, or it’s related to your account only?
  • Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is an unusually long time.

However, 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

Hello withdrawal is pending I wrote many many messages but no one answered me I had no active bonus I deposited 800€ and when withdrawing I wanted to withdraw 110 but I didn't receive it even today after 7 weeks

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2 months ago

Thank you very much, iculbece, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you iculbece for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lottomat Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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2 months ago

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.

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1 month ago

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 Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

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