Lottomatica Casino - El jugador no puede cerrar la cuenta ni retirar fondos.

I have a verified gaming account, but even though I have been requesting its closure and payment of my funds via email for the last 4 months, I am being completely ignored.

ho il conto gioco verificato ma richiedo chiusura da 4 mesi via email e pagamento dei miei fondi, mi ignorano completamente

Dear patrickpelizon037,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you accumulated your winnings with the help of a bonus?
• 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 you able to request a withdrawal of your winnings from the casino? Is any withdrawal request currently pending in your account?
• What is the reason for you to close your account in the casino? Have you informed the casino of any particular reason for account closure?

Looking forward to hearing from you.

Best regards,

Tomas

I didn't use bonuses, in fact I didn't play at all, I followed the procedure they told me via chat to close the account but then they don't respond to the same procedure or they tell me to send it to another email, they seem very confused and disorganized as well as obviously don't want to pay me

non ho usato bonus, anzi non ho proprio giocato, ho seguito la procedura che mi hanno detto loro via chat per chiudere il conto ma poi alla stessa procedura non rispondono oppure mi rispondono di inviarla ad un altra email, sembrano molto confusi e disorganizzati oltre che non volermi pagare evidentemente

Dear patrickpelizon037,

thanks for your reply.

• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I forwarded the last request sent to the casino 7 days ago and they ignored it

ho inoltrato l'ultima richiesta inviata al casino 7 giorni fa e da loro ignorata

Thanks for your email.

Could you please share a screenshot of your casino account, with your current balance visible?

Thank you very much, patrickpelizon037, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear patrickpelizon037,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lottomatica Casino representative to join this conversation.

Dear Lottomatica Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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 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 Agenzia delle Dogane e dei Monopoli Gaming Authority (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

Casino.Guru