LottoHoy Casino - El jugador afirma que el pago se ha retrasado.

Hi, my withdrawal from here is pending for 2 weeks and they have stopped responding to enquiries.

I requested a (first) withdrawal from the casino section of this site on 6 November. At first they were responsive, they emailed to ask me for KYC documents the next day and said i had to re-request the withdrawal which I did. This has now been pending ever since. I sent all docs and when I asked 2 days later if everything was ok with the documents and how long the withdrawal might take (it says "allow up to 24 hours" on the withdrawal page...) they just said "your withdrawal is being processed" so from that I assume verification went fine. But nothing has changed on the site and my withdrawal still shows as pending. I have sent another couple of polite email enquiries but no reply. Please can you see if you can press them? Thanks.

Dear FairlyUK,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi and thanks for responding so fast. It has been 14 days today. My account is verified, I assume, since they did not report any problem with all the docs i sent on the 7th and said "your withdrawal is being processed" when I asked if everything was in order.

The trouble is that the withdrawal request has not moved from "pending" status to "approved" in all this time. I am sure once it is "approved" by them it will get to me fast as I have had other withdrawals processed by sites with the same owner (white label sites) and once it goes to "approved" it comes fast. But they are just not making it Approved nor responding to my requests for an update. I have been really polite at all times.

Thank you for your reply, FairlyUK. Could you please post a screenshot of your withdrawal history here in this thread? Have you accumulated your winnings with or without an active bonus?

Additionally, 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.

Hi again - it's a bit weird there - they don't allow you to see the withdrawal page if your account balance is at 0 and there is no "transaction history" page for withdrawals either. I have to download an excel spreadsheet from the site, this shows all my personal data so I will email it if you don't mind.

I didnt take any bonus.

[Update: emails sent to you.]

Thank you very much, FairlyUK, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, FairlyUK!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi there, thank you so much, this withdrawal was Approved today and the money sent.

You can go ahead and close this complaint. Thanks again for this great service.

I am happy to hear that your withdrawal has been approved! Have you also received your funds already? If no, please, let us know when you will, please and then I will close the complaint. Thank you!

Dear FairlyUK,

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.

Hi, sorry, yes, all well and I received the funds.

Dear FairlyUK,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team