Lottoland Casino - プレイヤーの撤退が遅れています。

I've been messaging agents every day asking for my payment asking them why is my account close I've been sending emails I'm getting no response about my payment all they say is that the team is looking after it and will contact me in email its been 3 week now now one is contacting me they ask for documents I sent it no response from them I've answered survey and questions still no response there is no option to withdraw payment I need my money i even made complain about this they say to email them in person and still no response this is very unreasonable what they're doing

Dear Johana,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the payment is still pending inside your blocked account without being processed due to incomplete account verification?

Have you been informed what specifically seems to be a problem in verifying your account?

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

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

Best regards,

Petronela

My account has been verified so please don't tell me that I submitted all the documents though email they told me it's been verified also my account shows that's it's verify that should not be the reason to close my account they send me a email saying that they noticed some increased in activities that's why they close it also I've send alot of E-mail and half of it is not responding as yet please check the email I send you will also see all my documents there I also submitted documents two times to the live chat support also there is no payment method why so?

I haven't received any email from you, Johana, yet. Please forward any relevant communication to petronela.k@casino.guru.

Ill now send all the documents to you personally which I already send to the agent also the support email I'll send it back I hope I'll be getting my payment soon also I hope they do add a payment method Nex time I'll be waiting for a response

Thank you very much, Johana, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Johana,

I looked at your complaint and will do my best to help you. I would like to invite Lottoland Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi villiam the problem is that I do not have a withdrawal method to withdraw my winnings on my account I request a withdrawal 3 week ago they send me a email to send my documents I did sent it but got no response about it I received another email to do survey and answer questions i also do that still no response about it I request withdrawal on email and in live chat i also hear they send back a Email Say in that the case has been forwarded to the team and they are having alot of delays and traffic and it seems that the email mean that I would have ti wait longer I don't understand why there is a payment method to deposit and not withdraw when I want to withdraw you have to beg them like a dog this is very sad that you have to send your money and beg for the winning in return I've also received a email Saying that I need to open my own account god no his I'm going to do thst ? I have to access to my account for the pass 2 week I've do everything they ask yet still nothing about my payment i also give them not only the documents but also the banking information for wire bank transfer please look into this issue thanks

We would like to ask the Lottoland 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’.

Time frame? I've received a email saying they close my account for a year my card is also save on the account kindly ask them to remove it ..... And I receive my payment Thanks

Dear Johana,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru