Lottoland Casino AT - Igrač se bori da završi verifikaciju naloga.

Hello, please for any help regarding a winning payout at Lottoland. Sent all the details they asked to complete my verification since then no response from Lottoland. How do you advise me to proceed in this regard?

Lg. Ingo D***

Hallo,bitte um evtl. Hilfe bzgl einer Gewinn Auszahlung bei Lottoland. Habe alle Daten die sie verlangten geschickt um meine Verifizierung abzuschließen seitdem keine Rückmeldung seitens Lottoland. Wie raten sie mir diesbezüglich vorzugehen ?

Lg. Ingo D***

Dear tiga8544,

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 takes 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 you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hello Kristina, thank you for the quick support. I had claimed my winnings and submitted all the required documents to the casino. Since I didn't want to be tempted to play again right away, I applied for a one-month cool-off period afterwards. This morning I got an email from the casino that my documents have been successfully checked and that I can now initiate the withdrawal although I have already initiated it. But since I can't access my account now, I have no way of paying out my credit again. How can I go about this.

Best regards

Hallo Kristina,vielen Dank für die rasche Unterstützung. Ich hatte meinen Gewinn beantragt und alle erforderlichen Dokumente an das Casino übermittelt . Da ich nicht gleich wieder in die Versuchung kommen wollte zu spielen habe ich danach eine ein monatige cool Off Periode beantragt . Heute morgen bekam ich eine Mail vom Casino dass meine Dokumente erfolgreich geprüft wurden und dass ich jetzt die Auszahlung veranlassen könne obwohl die bereits meinerseits veranlasst wurde. Da ich jetzt aber nicht auf mein Konto zugreifen kann habe ich keine möglichkeit mein Guthaben erneut auszubezahlen. Wie kann ich diesbezüglich vorgehen.

Liebe Grüsse

Thank you very much for your reply, tiga8544. Before we contact the casino, could you 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.

Money has come, thank you for your efforts.

Geld ist gekommen,vielen Dank für ihre Bemühungen.

Dear tiga8544,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru