Lottomat Casino - Player’s winnings haven’t been received yet.

Hello. Withdrawal is still pending. Emailed 2 times casino support but no reply. Please help…

Dear Mcmassa,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi. After number of emails, finally i get answer from support on 11 October with apologies about delay. Was asked for documents for account verification and all was sent to them same day. 14 October after my email got respond that documents will go to another department for verification. Its taking soo long as since then i emailed them yesterday and this morning. No info back...

Dear Mcmassa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick,

No signs about withdrawal. Support not responding for the emails.

I sent them email with question if they need verify my account on 03/10/2024. They replied 11/10/2024 that i have to do KYC. All requested documents was sent them same day. Since then only one email with promise that verification is ongoing... Almost gave up...

Hi Nick,

I emailed them yesterday morning that is there any news about withdrawal. 10min later got respond that they need to verify my nationality. I asked is that can be first page from passport and they emailed back few min later saying YES.

Yesterday afternoon i emailed them scan of my passport and waiting for approval. No idea what will happen next as today they didnt replying for my email.

Regards

MC

Dear Mcmassa,

As the verification process may take some time, I recommend allowing at least a week for completion. I understand that the response times may seem slow, but there could be several reasons for this delay.

Please let me know if the verification is completed by next week or if you receive any updates regarding this case. Should the issue persist, we will explore additional ways to intervene.

Regards,

Nick

Hello Nick,

No communication from lottomat. My emails ignored. Is there anything else what we can do?

Regards,

Mc

Thank you Mcmassa for all the information provided so far. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Mcmassa,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lottomat Casino representative to join this conversation.

Dear Lottomat Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi Mirka,

Just to let you know, i didnt get any email from lottomat...

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.

Hello Mirka,

Is there any reply from lottomat? Whats happened if they will not reply and ignore your messages? Is there any authority where i can report?

Please keep that message as private

Thanks,

Marcin

Dear Mcmassa,

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 (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka