Lottohelden Casino - Los retiros de los jugadores se han retrasado.

I won twice in this casino on April 28th, 2023, once 55 EUR and 45 EUR. The casino sent me a withdrawal confirmation.

To this day it still hasn't been credited to my account. Well it says 2-3 days it would take.

You can't get anyone on the phone either.

Ich habe am 28.4.2023 in diesem Casino zweimal Gewonnen, einmal 55 EUR und 45 EUR. Das Casino hat mit eine Auszahlung bestätigung geschickt.

Nur ist bis heute Immer noch nicht auf mein Konto eingegangen. Wohl es heißt 2 -3 Tage würde es dauern.

Telefonisch bekommt man auch keinen mehr erreicht.

Dear Sim92,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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 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 by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Good Morning,

Last week Wednesday I was able to speak to an employee from this casino.

He told me that the money will be in my account on Thursday, May 4th, 2023 at the latest on Friday.

Now I can't get anyone on the phone anymore, I don't get an answer to emails.

There used to be no problems with this casino because the money was on it after 2 days.

From April 28th, 2023 to May 9th, 2023 are a few days. And on their site it also says it takes 2-3 days for the money to be credited to the account, which was also the case in the past.

Best regards

Simon E*****

Schönen guten Morgen,

Letzte Woche Mittwoch konnte ich noch mit einem Mitarbeiter von diesem Casino sprechen.

Er sagte mir das Donnerstag dem 4.5.2023 spätestens Freitag das Geld auf meinem Konto ist .

Nun bekomme ich Telefonisch keinen mehr erreicht, auf Emails bekommt man keine Antwort.

Früher gab es nie Probleme mit diesem Casino da war das Geld nach 2 Tagen drauf.

Vom 28.4.2023- 9.5.2023 sind ja paar Tage. Und auf ihrer Seite heißt es auch 2-3 Tage dauert es bis Geld aufs Konto eingegangen ist ,was Früher auch der Fall war.

Mit freundlichen Grüßen

Simon E*****

Thank you very much, Sim92, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Sim92 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lottohelden Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA– an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter