Lotoland Casino - Выигрыши игрока были задержаны.

Dear,

Casino Guru

I've been trying to withdraw money from this casino since September 7th.

After submitting a withdrawal request that day, I was asked to provide documents such as proof of payment or proof of address.

The management received all required documents.

On October 25th, I received an email stating that verification had been completed and the payment had been approved on October 24th and should be delivered to me within 2-5 business days.

Today is October 30th, and according to them, the transfer should have been credited to my account by now, but it hasn't.

I contacted customer support via live chat, and they informed me that the payment was on hold.

I find that this casino is a scam and simply doesn't pay out winnings; they're stealing money.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please share a screenshot of your payout request? Send it here or send the information to my email at [email protected]
• Was the delay caused by an unusually long verification procedure?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas

No, that was my first withdrawal.

I sent you recent mails from them.

I a bit slow with providing documents but their response time to any mail is very slow, every reply takes 3 days.

I did not use any bonus, all funds were my own.

Thanks for your reply and the provided information.

Did the casino process your payout since your last post?

Please let me know.

Hello,

casino processed the withdrawal to my WISE account, but for some reason WISE decided to suspend my account on the day the transaction was processed.

After contacting WISE customer service, I was informed that the cancelled transaction should already have been returned to the sender, but my Lottoland balance does not reflect this.

I only contacted the casino about this today and am awaiting a response. I hope they will refund me and process a new withdrawal to my Revolut bank account.

Sorry to hear about the recent events.

Have you received any assistance from the casino regarding the returned transactions? Have they suggested any course of action?

Please let me know about any news.

Hello,

I contacted live support, they told me to send a mail to their support with the evidence and since 10.11.2025 they did not reply despite I made a reminder to the over live chat.

I contacted them again 4 days ago, they told me I will get an update within 72hours, but nobody sent me any informations still.

I just contacted live chat support and somehow they had document proving they did not receive their refund.

They did not even contact wise as I told them previously to resolve that matter.

Wise keeps saying that the sender has to contact them, they say they won't provide any informations to me and that they don't have my funds despite I provided that document lottoland gave me today.

I explained to lottoland live support once again that they have to contact wise, they said, team has been informed and I should get an update within 72hours.

I will contact them after 72hours if they don't send me any mail.

Dear bagnolud,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Today I got an email from them informing they forwarded that case to their payment provider.

So I hope WorldPay will contact wise and my funds will be returned finally. I don't know how long it will take.

Hello bagnolud,

My name is Michal, and I will be taking over your complaint. I have reviewed the details of your case and fully understand how frustrating this situation must be. Unfortunately, because the issue involves two separate financial institutions (the casino payment provider and Wise), it falls completely outside the scope of what we are able to influence.

Additionally, Lotoland has previously advised us that they do not engage with third-party mediators regarding their player complaints and request that all concerns be directed to their own customer support. As you may have seen, several past cases were closed due to lack of response, which means the chances of achieving a positive outcome via our forum here are unfortunately very low.

I wish I had better news to share, but I want to be transparent so that your expectations remain realistic. I will still attempt to reach out to Lotoland in case any further information can be obtained and to see whether there is any way we might assist. However, it is very possible that I may not receive a reply at all, so I would strongly recommend continuing to communicate with them directly.

The latest email you shared looks promising, and I genuinely hope the issue will be sorted in the near future. Feel free to keep me updated.

Please let me know if you have any questions in the meantime.

We would like to extend an invitation to Lotoland Casino to participate in this discussion.

Dear Lotoland Casino,

Can you please provide us with an estimate of when the funds will be disbursed to the player from your side?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear bagnolud,

Just to provide a quick update. I have received only this response from the Lottolabd team:

Hello Michal,

 

Thanks for reaching out - happy to help!

  

Please re-send your query from the registered email address on your Lottoland account, so we can advise you further. 

 

Unfortunately we cannot discuss account-related queries through third-party email addresses.

 

If you no longer have access to this e-mail address, you can sign into your Player Account and amend the registered e-mail address under 'My Profile'. 

 

Once your e-mail address has been amended, you can resend your query from your updated email address.

 

I look forward to your response. 

 

Further information can be found on our Customer Service page, where you can also chat with our Virtual Assistant 24/7.

Thanks again,

 

Melody

Lottoland Customer Services

As I have already informed you, Lottoland has previously advised us that they do not engage with third-party mediators regarding their player complaints and request that all concerns be directed to their own customer support.

Please reach out again to the casino support team and let me know about their latest response to you.

Dear bagnolud,

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,
Michal
Casino.Guru