Lotoland Casino - opšta diskusija

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I recently (before Christmas) had a large win on fishing pots o gold on Lottoland. Withdrew £12000. Asked where my withdrawal was and they said due to size of win had to go to provider and once confirmed they didn’t need documents and withdrawal would be with me. Then got asked a few days later for every document under the sun. I supplied these and still haven’t heard a peep. What’s chances of me getting the funds!? Very disappointing as had no issues with them atall in past.

Hello, judging by what you describe I wouldn't be skeptical at first. If you haven't had to verify before and now the casino is verifying you, that's a common practice. But I don't understand why they told you before that they don't need any documents from you. 

As for the check gameplay with the provider, it is already over and everything was fine? 

Now that you're going through verification, what does the casino ask for from you? 

However, I would definitely recommend you to cooperate and when you verify yourself I believe you will get the money. 

If that doesn't happen, we'll try to help.

Is that okay? 🙂

Yes that’s the bit what confused me is they specifically said no documents required. I believe the part with provider is over. Have sent over latest documents requested and will wait to see what’s said. I’m probably overthinking it a bit as obviously a large sum of money and never had this issue before. Lottoland been very good in the past.

Will keep you updated. Many thanks

It's okay sometimes uncertainty can come if you are in a situation you have not experienced before. If you've had a good experience with the casino, I hope it stays that way. 

If there is any problem or something new, I will be here.

Ok, new question but extension on the old.

They contacted me Monday payment had been sent to card ending 1234 for example. I chased them today as it’s usually a quick withdrawal card. Told it’s actually been done to a different card, didn’t recognise the card number so questioned them.

They then said it’s actually to an account number ending in those numbers.

Didn’t recognise these at first. Then they told me the bank name.

Only account I have with this bank is a joint account with completely different bank.

Turns out they have transferred to my joint account that I have 10000% never gambled on as my wife is worried about our re mortgages etc.

The only way they could have ever got this is when I showed a screen grab for my proof of address for KYC.

Am I wrong in thinking this is totally unacceptable and should escalate this as a complaint?

Firstly the fact they only had that as proof of address, secondly they’ve always told me payouts have to go to account deposits have been made from and lastly they’ve always told even told me specifically in email that it was going to my normal card.

Wifes fuming, I’m fuming caused such un needed stress.

Where do I stand? Pointless complaining?

From what I've read, I don't think it would be wise to complain, because you probably wouldn't be able to do much about it. I would definitely communicate with the casino and tell them to only send money to one account you deposit from and not the other one you share with wife. 

I would be interested to know how it is possible that the money was sent to a different account than the one you specified. I find it quite impractical and therefore the casino would probably have to manually enter this account since you say that the only place they can get it from is from the KYC statement.

I agree, seems mental and they’ve literally just confirmed the same!

That's quite strange, then I would tell them to send it to the account they have and not to some other account. Because like I said, if you were just sending it to them as part of the verification, they must have entered it manually when you didn't. 🤷‍♂️