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

I need your help!

I found a Lotto Agent casino on the casino guru website and wanted to go in and play. After making a deposit of $118 and playing several sessions, I bet the winnings on withdrawal in the amount of $ 310. After that, I received a KYC check. I passed it successfully and had no questions. After the last check, my account was blocked and they sent me the following email: "Unfortunately, we had to block your account without the right to restore and create another personal account in our service, because we discovered that several accounts were registered from your device. We are sorry that we had to make this decision, but it is dictated by the Terms of Use that you agree to upon registration, so it is final and cannot be appealed. We wish you a good day and apologize for any inconvenience."

Next, I asked them to send me proof that I had several accounts registered from my device, but there are no more responses or communications with support or other departments.

I didn't break any rules because I only registered one account, no one in my family plays at the casino, I live alone at all, no one goes online from my computer. I also asked if they would be able to return my funds that I deposited, also did not receive an answer and simply ignored them in all possible ways.The result is that now my account is blocked, although I did not violate any conditions, they took the money that I deposited 118 $, and a potential win of 310$. I have seen on various forums that you help in solving similar problems, as your site has a good reputation. I really need your help, could you please contact me and help me solve this problem? Or tell me who I can contact to help solve this problem, I am ready to transfer any data to assist and solve this problem that affects me morally.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lotto Agent Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please share the communication from the casino in which the accusations against you are listed?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Send the communication from the casino to my email at tomas@casino.guru

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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Anatoliy959,

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.

Message from the player:

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I was a casino player for no more than a month, and your account was blocked after playing and submitting for withdrawal, although KYC was passed

Could you please share the communication from the casino in which the accusations against you are listed?

That's what lotto casino wrote to me.: "Unfortunately, we had to block your account without the right to restore and create another personal account in our service, because we discovered that several accounts were registered from your device. We are sorry that we had to make this decision, but it is dictated by the Terms of Use that you agree to upon registration, so it is final and cannot be appealed. We wish you a good day and apologize for any inconvenience."

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I played presto slots

Did you achieve your current balance with the help of a bonus?

I was topping up my balance with the welcome bonus

Thanks for your reply.

Kindly send the original communication addresses to you regarding the allegations to my email at tomas@casino.guru

I apologize for the inconvenience.

I have replied everything I need to your email.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 Anatoliy959,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

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

Thank you for being patient

Dear Anatoliy959, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

What do I need to send, what screenshots, documents to prove and confirm that I played honestly, did not create many accounts from one device, I had only one account from which I played and had all my data, I did nothing more, and I also made a deposit can it be returned? or is it a total win?

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.

It turns out that maybe no funds will work?

Dear Anatoliy959,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I understand this isn't a satisfactory solution to your issue. However, if the casino decides to react, we will reopen the complaint and you will be notified by email.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Martina, Casino.Guru

Dear Anatoliy959,

We’ve reopened this complaint at the request of Lotto Agent Casino and we decided to reject the complaint. We understand this situation may be disappointing, and we truly appreciate your patience throughout the process.

After carefully reviewing the additional evidence provided by the casino’s security team, we have to conclude that the circumstances point to practices that are not permitted under the casino’s Terms and Conditions, which all players agree to when creating an account.

That said, you are absolutely entitled to disagree with our decision. If you feel it is necessary, you are welcome to reach out directly to the Anjouan licensing authority for an independent review of your case.

Should you have other issue with this or any other casino, we are here to help.