Lotoland Casino - Запит гравця на зняття коштів було відкладено.

Dear sanjib08bose,

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. 

• Have you made any successful withdrawals before? 
• Could you please advise if you received any confirmation regarding successful verification?
• 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,

Kristina

No, I Have not made any successful withdrawals before. This was the First time withdrawing from the website.

I have not received any confirmation regarding successful verification nor are they clear to what they want from me although I have provided with what they requested for.But their email response is totally helpless.

I did accumulate winnings without any active bonus, I confirm i have not claimed any sort of bonus.

Hello Casino Guru,

Is there any solution to my issue with Lottoland,

Is there any chance They would repay me my funds back ?

Hello Team Casino Guru,

Is there any update to my withdrawal issue with Lottoland,

Is there any chance They would repay me my funds back ?

Please help as its been more then 8 months now.

Hello Casino Guru,

Kindly update me on my issue with Lottoland please!

Thank you for your reply, sanjib08bose. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I have attched the screenshot of the withdrawal history please check.

I have attached my communication with the casino here aswell as on the email to

kristina.s@casino.guru but there has been no response from lottoland Yet.

Thank you very much, sanjib08bose, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear sanjib08bose,

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

Dear Lotoland Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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.

Dear sanjib08bose,

I am trying to get in touch with the casino outside of this thread. I will inform you if there are any updates.

Thank you for your patience.

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.

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 Gibraltar Gaming Authority (https://www.gibraltar.gov.gi/finance-gaming-and-regulations/gambling-commissioners-advice-complainants) 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