Lottoland Casino - プレイヤーの出金が遅れている。

Hello everyone,

I have been playing at the Lottoland Casino. Until now, the payout has always worked. When I attempted to cash out again, it was just like the last time. But this time, I received an email on Friday evening. I was asked to send more documents despite my account already being verified. So, I complied. However, now nobody is available. Neither via the provided phone number nor through live chat. Emails remain unanswered and there is no action. Thank you for your help.

Best regards

Philipp Wasiliadi

Hallo zusammen,

ich habe im Casino Lottoland gespielt. Bis dato hat auch die Auszahlung immer geklappt. Als ich jetzt wieder auszahlen wollte, war es wie beim letzten Mal. Nur diesmal bekam ich eine Email am Freitag Abend. Ich solle noch weitere Dokumente schicken, obwohl mein Konto schon verifiziert ist. Das tat ich dann. Nun ist aber keiner mehr erreichbar. Weder unter der Rufnummer die angegeben ist oder über den Livechat. Auf Emails wird nicht geantwortet und es passiert nichts. Danke für die Hilfe.

Beste Grüße

Philipp Wasiliadi

Dear philippwas,

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

Dear philippwas,

Have you received your withdrawal from the casino yet?

Dear philippwas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.