Lottoland Casino UK - Рахунок гравця було закрито після зняття коштів.

Was Playing on Lottoland before Christmas, long term member and won £12000 on a slot game. Withdrew the money contacted them and was told they had to go to the game company to verify win. They told me all my documents were fine and would release withdrawal once provider confirmed. Chased them up to now find my account closed and they want every document under the sun. Have provided these and have heard nothing. Merry Christmas and a miserable new year Lottoland.

Dear RackJack, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

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 and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with customer support?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

In fairness I have now heard from them again and sent across the latest things they requested. Which today is 3 cards which have all been cancelled as presumed lost in past. (Have already sent them the current one on system) And another proof of address as they didn’t accept my council tax bill which only gets issued yearly. Luckily found a mortgage statement which was within a few days of being out of the 3 months. Have already supplied photo id, me holding another id and bank card. Waiting to see what’s next now as seems to be stretching out and changing the goalposts.

Dear RackJack,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. As the casino has a history of no cooperation with our complaint resolution center, I recommend you follow the casino's dispute process outlined in the casino's terms and conditions and complaints procedure section: https://www.lottoland.co.uk/complaints-procedure

It involves contacting the casino support and the alternative dispute resolution service IBAS. http://www.ibas-uk.com/

Feel free to take advantage of our guide to contacting the regulator with a complaint found here: https://casino.guru/submitting-complaints-to-regulators

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. I am sorry I could not be of more help on this occasion.

Best regards

Veronika

Casino Guru Complaint Resolution Center