Lottomat Casino - Los retiros de jugadores se están retrasando.

I am waiting for an Approved withdrawal to be sent to me from this site lottomat.com as well as one from their sister site lottohoy.com (separate complaint). Requested over 5 weeks ago and only 1 response from their customer service during that time which was to say that they were processing withdrawals "on a reporting schedule". However, that was nearly a month ago and no reply since.

No bonus involved, my account is verified and I have received withdrawals from them before.

I have communicated with the parent company and they say they are dealing with it but they keep saying it's coming and then I don't receive it.

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 one month 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

Hi Petronela,

[Sorry for cut and pasting from my other complaint but the situation is the same.]

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

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 Lottomat 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, update on this.

They emailed me on Friday saying they were going to pay the other outstanding payment (my other complaint) that day for sure (note, 3 days later it has not arrived so I don't think they paid it). But they also asked me to confirm that that other one was the only one outstanding, even though I have sent them all the details several times and they know there should be two payments... so I had to remind them of this one. They then sent me a payment record as "proof" that this payment had been made, but it was a record of a different payment (different amount, different reference number).

I wrote back to tell them that no, that was a different payment and I am still very much waiting for both oustanding payments from their company, but have had no acknowledgement of that. So, no payment, no further communication and now I'm not sure that they're even acknowledging that this one is owed.

I think they have confused themselves.

They did put a bonus into my casino account though...

A happy update - this payment finally arrived. (Am still waiting for the other one relating to other complaint.)

So you can go ahead and close this particular complaint, thank you.

That is a great news!

Thank you, FairlyUK, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.