Lottoland Casino IE - Igrač doživljava kašnjenja u isplatama i depozitima.

I requested a withdrawal nearly a week ago for 100 euro and they have not paid me yet still. I also deposited 100 euro by bank transfer weeks ago that never arrived in my account and they are not responding to my emails.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lottoland Casino

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

Also, it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Please allow me to ask you a few questions so I can better understand the situation.

• Do your winnings come from a deposit that was successfully credited?
• Have you used the same payment method for the deposits and withdrawals in the casino? Which payment methods did you use?
• Has the casino requested any documents from you to start an investigation of the missing deposit?
• Has the casino explained what might be causing the delay in processing your payout?

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Tomas

Thank you for your help on this issue.

These winnings were from successful deposits by card. I have used the same card to deposit and withdraw and withdrawal was confirmed by email. My account was fully verified and no additional documents have been requested. I have had no response from them despite several emails.

Thanks

Thanks for the explanation.

• Has the payout been processed to your bank account since your last post?
• Could you please share any evidence of your deposit not being credited to your player's account? Share records such as payment confirmation, your communication with the casino seeking assistance with the issue, and the casino's responses.
• Send the information to my email at tomas@casino.guru

Looking forward to your reply.

Dear Versey10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru