Lotto Agent Casino - La cuenta del jugador ha sido cerrada.

Casino blocked my account. I was in the process of verification but casino closed the account with the following reason:

Dear Mario,

"Unfortunately, we had to block your account without the right to restore and the ability to create another personal account in our service because you created multiple accounts on the site. 

We are sorry we had to make this decision. However, the regulations of our Terms of Use obligated us to make it. Therefore it is final and not subject to appeal.

We hope you have a pleasant day, and we regret any trouble caused.

Sincerely yours,"

I tried to contact casino to get more detailed informastion and return my deposit amount back but they don't reply to my emails.

I'd like to know why they considered that I had multiple accounts when I registered and started playing in this casino in April 2025.

Dear madanielfut,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand your situation.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification? Which documents did you send to the casino?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play?

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

Best regards,

Veronika

Hello,

Nobody from my household could open account.

I uploaded ID and proof of address - bank statement. I passed automatic verification but after that I was requested to upload selfie. I was not able to provide new document as account was already blocked.

I played slots and used welcome bonus.

Please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

I have already forwarded the email with the requested information.

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

I would now like to ask Lotto Agent Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

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. I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them however the casino doesn't display their license validator, which is used to submit a complaint, most likely in an attempt to prevent players from escalating their complaints further. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Dear madanielfut,

We’ve reopened this complaint at the request of Lotto Agent Casino. I was presented with substantial evidence to justify the casino's actions. While I am unable to disclose the specifics of the information provided, I can confirm that multiple indicators are suggesting fraudulent and suspicious activity associated with your account. Additionally, there is a possibility that your account may be linked to others.

Overall, your activity on the casino’s platform does not appear to be genuine, and the evidence presented strongly supports this conclusion.

Regrettably, we are unable to proceed with the resolution process in this matter and must reject the complaint as unjustified.

Thank you for your understanding, and I’m sorry we could not be of more help on this occasion.

Best regards,

Peter