LottoHoy Casino - La retirada del jugador se retrasó significativamente.

Hello, unfortunately I have a problem with this site again. Requested a withdrawal 6 weeks ago, it was "approved" one week later but I have not received it. The site owner (White Lotto) keeps saying it will be paid in a few days but then nothing happens again and again. They don't dispute that they owe me the money, they're just not paying it.

Disappointing as their payment times had improved since my first experience but now they just seem to have stopped paying altogether. I also have the same issue with their sister site so let me know if I should submit two separate complaints.

Dear FairlyUK,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is an unusually long time.

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

Best regards,

Petronela

PS: Please submit a separate complaint about each casino.

Hi and thanks.

The withdrawal is showing as Approved in my account which means it is processed rather than pending. It's just the transferral of funds that has not happened.

The reasons given have been, first, they'd had a lot of winnings and I was in a queue, then no further reason given for a few weeks, and just now, they're saying they have a problem with the bank. So I guess that's a casino/company system issue and not just my account. There was no bonus involved.

Thanks, I don't hold out much hope that they will give you any response as the customer service at Lottohoy does not respond at all. Any info/dialogue I have had has come from the parent company as I contacted them directly a couple of weeks ago when I had had no response from the casino. Even then their responses are intermittent.

Thank you very much, FairlyUK, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear FairlyUK, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact LottoHoy Casino outside this complaint thread and let you know any new information once I receive it.

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.

Hi, just an update.

They emailed me on Friday saying they no longer have trouble with the bank and this would definitely be paid that day (the emailer was going to handle it personally).

Nevertheless, I have still received nothing.

Dear FairlyUK, 

is there anything new regarding your case? Have you talked to casino? Did you receive your funds?

Hi, no funds received as of today Monday.

They said last Wed that both outstanding payments had been made, and on Fri morning I received the other one, but this one remains outstanding. I requested proof of payment as soon as they claimed the payments were made but they said the funds would arrive quicker than they would be able to get proof... I intend to ask again for proof today.

They said the 2 payments would arrive "in 24-48 hour steps" but even taking that into account, we have gone beyond that timeframe. Once again I think they are just stalling.

Dear FairlyUK, 

thank you for the update. Let's wait few more days and, hopefully, you receive your funds by the end of this week.

Hi, I eventually received the funds. Thanks for your help and you can close this now.

I am glad you received your funds. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, FairlyUK, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

 Best regards,

Katarina