Dragi kazino guru,
9. jula 2024. dok sam bio na odmoru na Tajlandu otvorio sam račun kod Lottolanda i deponovao 2.000 GBP. Sajt prihvata igrače sa Tajlanda i moje domovine UAE tako da nisam video razlog da ne igram. Igrao sam mešavinu ruleta i slotova i završio na 4.004 pre nego što sam odlučio da podignem taj iznos.
Nakon što sam primio e-poštu, moja sredstva su na putu, odmah nakon što je moj nalog zatvoren u čekanju na verifikaciju (što je u redu jer sam to uradio mnogo puta).
Pitali su ih zašto igram na Tajlandu - što sam objasnio i poslao karte za let, ali i da imam pečate u pasošu, hotelske račune, troškove kreditne kartice itd. ako im treba još dokaza.
Za verifikaciju - potrebne su im osnove, npr. pasoš, račun kreditne kartice, dokaz adrese itd., što je sve dostavljeno istog dana. Nekoliko dana kasnije zamolili su me da napravim selfi sa ličnom kartom koju sam ponovo poslao istog dana.
Prošle su tačno dve nedelje od kada sam predao svoja dokumenta, ali Lottoland je potpuno prestao da mi odgovara. Poslao sam 5 e-poruka za praćenje i nisam odgovorio ni na jedan od njih. Pratio sam proces žalbi juče uveče, ali sam prilično siguran da sam sada na nekoj listi blokiranih. Pročitao sam brojne recenzije korisničkih usluga koje ne odgovaraju kada moraju da plate. Ćaskanje uživo mi je potvrdilo da je moj nalog verifikovan, ali ništa ne mogu učiniti dok mi korisnička služba ne odgovori.
Pročitao sam njihove uslove više puta, nema pravila koje sam prekršio, ovo je samo slučaj da mi ne odgovorite ili da mi dozvolite da povučem svoja sredstva.
Zaista bih cenio vašu pomoć u rešavanju ovog problema.
Dear Casino Guru,
On 9th July 2024 while on holiday in Thailand I opened an account with Lottoland and deposited 2,000 GBP. The site accepts players from Thailand and my home Country UAE so I didn't see any reason not to play. I played a mixture of roulette and slots and ended up on 4,004 before I decided to withdraw that amount.
After receiving an email my funds are on the way, straight after my account was closed pending verification (which is fine as ive done this many times).
They were asked why I'm playing in Thailand - which I explained and also sent flight tickets, but also have passport stamps, hotel bills, credit card spend etc if they needed more proof.
For verification - they needed the basics e.g Passport, credit card bill, proof of address etc which was all provided the same day. A few days later I was asked to take a selfie with my ID which again I sent the same day.
It's been two weeks exactly today since i have submitted my documents but Lottoland have completely stopped responding to me. I have sent 5 emails to follow up and no response to any of them. I followed the complaints process yesterday evening but pretty sure now I am on some blocked list. I have read numerous reviews of customer service not responding when they have to pay out. Live chat confirmed to me that my account has been verified but nothing they can really do until customer service respond to me.
I have read their t&c's multiple times, there is no rule I have broken, this is just simply a case of not replying to me or allowing me to withdraw my funds.
I would really appreciate your help resolving this matter.
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