Lottomat Casino - Player’s winnings have been delayed.

Hello!

Lottomat.com delayed the payment several times. After repeated messages they still paid the amount. However, this time there is still no payment. They say I have to wait up to 24 hours for approval. But that never happens. Right now I need to get €125 from casino and lottery but I have no transfers from both for over a month. €100 casino and €25 lottery. I wrote several times. The first time I was told that the funds will be in my account soon and that there is a delay because there are many profits! After that I wrote at least 10 times, no answer. There are no translations either. I wonder what will happen if I have more profit if I wait a month for €100 and pray you get them! I would not recommend this casino

Dear IrinaDicheva, 

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 specify when exactly you submitted your most recent withdrawal requests? Has the casino processed these payments or do you still see them as pending?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with the casino regarding your delayed payments?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hello! I requested withdrawal on 9 or 10.06. I can't see if they've been approved right now because I don't have any deposits. In order to be able to see what the status of the amounts is, I have to deposit, otherwise the withdraw button is inactive! And only through it I can check for unapproved transactions. I have to deposit a minimum of €10 in both places, but I don't know if I will get it back if I deposit! If i have to i will do it! No payment yet at this time! I last wrote to them on 10.07, I wrote a total of 14 times, 13 of which they did not answer me. I have not used bonuses, I played with a deposited amount.

Thank you very much, IrinaDicheva, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear IrinaDicheva, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Lottomat Casino outside this complaint thread and let you know any new information once I receive it.

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.

Dear IrinaDicheva, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.