Lottoland Casino UK - プレイヤーは苦情のエスカレーションを要求します。

I am writing to express my strong dissatisfaction with the response I received regarding my complaint about my experience on 21/06/2025 during live blackjack. I believe my concerns are legitimate and have not been adequately addressed.

The findings reported by your specialised team do not align with my gameplay experience, which raises serious doubts about the legitimacy of their assessment. I feel that the response I received is dismissive and does not take my complaint seriously.

I request that my case be escalated to a higher level within your organisation for further review. Additionally, I intend to share my experience on social media to highlight the issues faced by other players who may have encountered similar situations.

I look forward to your prompt response and hope for a more satisfactory resolution.

Best regards,

[hidden by Casino Guru]

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Could you please describe in detail your Blackjack experience that you mentioned in your complaint to the casino? I’m afraid I will need more information regarding your problem to be able to assist you effectively.

I will be waiting for your reply.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

 hope this message finds you well. I am writing to express my ongoing frustrations regarding multiple unacceptable interruptions during my live blackjack session on 21st June 2025, between 12:30 and 1:00 PM.

As previously mentioned, I was removed from the game on two or three occasions because of a persistent responsible gambling pop-up. At one point, my hand was valued at £4,800, and I had a good chance of winning had I been allowed to complete the game. Additionally, I faced similar disruptions with another hand of comparable value, further compounding my frustration.

It is utterly unacceptable that a message I acknowledged—by reading it and pressing "understood"—continues to interrupt my gameplay repeatedly. When players are in the midst of a winning run, disrupting their play because of such messages is highly unfair and detrimental to the gaming experience.

It is concerning to feel that the outcome of the game is being taken out of my control, favouring the dealer due to these interruptions. I am deeply disappointed and feel unfairly treated in this situation. I want to make it clear that I will be taking this matter further. I am more than willing to share my experience publicly and encourage others to form their own conclusions regarding the fairness of your gaming practices.

Hello,

I regret to inform you that due to this casino having over 15 cases closed with a "No Reaction Policy," we are compelled to close your complaint as "Unresolved." This will negatively impact the casino’s overall rating. While I understand this is not an ideal outcome for your issue, the reduction in their rating caused by unresolved complaints may influence the casino’s future approach.

Unfortunately, it appears that Lottoland Casino UK has a consistent practice of completely disregarding our attempts to mediate disputes. You can see all our previous failed attempts to reach a resolution.

Please note that the casino can choose to reopen this complaint at any time if they wish to engage further.

How to File a Complaint

Since we are unable to assist you further with this issue, we recommend that you contact Lottoland directly. You can file a complaint by emailing their Customer Service at [email protected], with the word "Complaint" in the subject line. You will receive a reference number to track the progress.

If your issue remains unresolved, you can escalate it to IBAS (Independent Betting Adjudication Service). To file with IBAS, visit www.ibas-uk.com or call 0207 347 5883.