Lottoland Casino IE - プレイヤーのアカウントが閉鎖され、出金が遅れています。

Hello

I would report insane case of discrimination and theft.

Lottoland banned my account and left me without paying out my withdrawal of 2000€ because I was using n26 for transactions while being an Irish citizen.

"Your account has been banned because you have breached the Terms and Conditions of our website. Your payment methods are issued by a German bank. However, you are an Irish national and you are playing from the www.lottoland.ie platform. As such, you are in breach of the Terms and Conditions of use. No refunds can be granted. Previous deposits have been made, winnings were made from these deposits, and withdrawals were also requested and settled. Based on the above, your account will remain banned. The specialsied department has confirmed this"

The account was blocked immediately after I requested a withdrawal of €2,000.96,

which I never received. The account had been verified and I had made several successful

deposits/withdrawals in the past, but I do not know why they decided to end our cooperation in such a terrible way.

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Dear cr1sttcle3k,

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.  

• Do I understand correctly that you are currently residing in Ireland?
• Why have you decided to use a German payment method, please?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Hello Katarina

I'm sorry for later reply

Do I understand correctly that you are currently residing in Ireland? Yes I'm Irish citizen

Why have you decided to use a German payment method, please? It's a neobank, they have online branch for Ireland but they do not assign Irish IBANs, everyone from Ireland can open account as this bank is only online.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  sports and casino games

Did you accumulate your winnings with or without an active bonus?  only my real money, no bonuses

Meanwhile I made also internal complain and this is the reply that I got from them

As per internal complain this answer is not specific at any point, it does not even clear which exactly term I broke... This company is really scamming me right now

Dear cr1sttcle3k,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Katarina, I sent you an email with communication attached.

Dear cr1sttcle3k

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear cr1sttcle3k,

I am Martin and I am sorry to hear about your troubles.

By taking a closer look at this case, I must unfortunately say, that I do not believe we will be able to come to a resolution through our platform, as this casino group has adopted a policy of no reaction towards us. I will still attempt to contact the casino, but I do not want you to have too high expectations.

What I recommend you to do, is to send one more email to the casino, explaining the whole issue, including the way N26 works - I will do so as well. In case there is no change in the casino's answer, I advise you to contact the casino's licensing authority - GLA. You can find more information about their complaint process here Licensing Authority – Gibraltar Licensing Authority | Casino Guru. After you read through the article, please access this link and file the official complaint. Gambling Commissioner's advice to complainants

In case you receive a new response from the casino, successfully file the complaint with the authority, or you need additional information, please let me know at [email protected].

In the meantime, this complaint will be closed as unresolved due to the policy of no reaction, which will negatively affect the casino's safety index. I am sorry I could not be of further help.

Martin