Lottoland Casino AT - La cuenta del jugador se ha cerrado inesperadamente.

I have been registered with this casino for a while, and from time to time, I often played. I have lost and won, and withdrawals were never a problem, although they were always amounts under 100. Yesterday, I requested a withdrawal of 225 and one of 30, and I received an email about the withdrawals. Everything was fine until last night; the withdrawals were always in my account the next day. However, today I experienced quite a shock. Instead of enjoying my withdrawal, I received an account suspension. After struggling for 4 hours to get in touch with someone via live chat, I was told that my account was suspended due to violations of the terms. Either I'm incapable of understanding, as it always worked flawlessly until today, yet suddenly I couldn't log in. I was puzzled as to why my withdrawal was not in my account as expected, only to be met with this unpleasant surprise, without warning, without being informed. Don't hit me with such ridiculous excuses of violations. It was a pure shock for me because everything always followed the same process: deposit, play, and if lucky, withdraw, which always arrived in my account the next day. I swear yesterday followed the exact same procedure, except the withdrawal was 225, and bam, locked. I can't explain what I supposedly violated because until this supposed violation, everything functioned with deposits and withdrawals. I don't know what to do anymore because this is purely a lie. Additionally, I have black-and-white evidence from my email regarding my two withdrawals. I am both angry and shocked, with so many mixed feelings, because from afar, this reeks of fraud.

Ich bin seit einem Weile bei diese cassino angemeldet und hin und wieder spielte ich oft ich habe auch verloren und gewonnen und Auszahlung war auch kein Problem aber es waren immer Betrag unter 100 gestern habe ich ein mall 225 und ein mall 30 auszahlen lassen und ich ha. Auch e-mail über die Auszahlung gekriegt wie noch immer hat es bis gestern Abend alles gepasst Auszahlung war immer am nächsten Tag in mein Konto heute aber erlebte ich und staat meine Auszahlung zu genießen hab 8ch ein Konto Sperre kassiert nach 4 stunde kämpfe mit jemandem in live chat in Kontakt zu kommen würde mir gesagt das mein Konto gesperrt ist weil Verstößen gegen Bedingungen hab und endwieder ich bin depat wie auf ein mall hat super geklappt und funktioniert heute auf einmal könnte ich mich nicht einloggen wo ich mich gewundert hab warum mein Auszahlung noch nicht in mein Konto ist wie immer eben erwartet mich diese bose Überraschung ohne Vorwarnung ohne nicht kommen mir mit so lächerliche Ausrede Verstößt der pure Schock für mich weil immer war gleiche Ablauf einzahlen spiel auswechseln wenn Glück dann Auszahlung was wirklich super immer war am nächsten Tag in mein Konto und ich schwöre gestern war genau gleichen Ablauf nur Auszahlung war 225 und bam gesperrt ich kann mir nicht erklären wenn ich Verstößen hab warum hat es bis diese Verstößen funktioniert mit ein und Auszahlung ich weiß nicht mehr weiter weil das ist eine reine Lüge dazu hab ich schwarz auf weiß E-Mail uber meine 2 Auszahlungen ich bin wütend gleichzeitig schockiert so viel gemischte Gefühle weil von weit weg stinkt nach betrug

Dear mayayzunova,

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 I can understand the whole situation completely.

Has the casino explained why your account was suspended?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

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

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

Best regards,

Dominika

I sent them e-mail with photos

Ich habe ihnen e-mail geschickt mit fotos

What I don't understand is why they have a live chat if the employees don't know what they're doing and didn't help me once and now. The first time they blocked me, they directed me to others and the same thing happened now and now. How can you sort this all out if the employees don't know what they're doing? I'm just disappointed.

Was ich nicht verstehe warum haben sie ein live chat wenn die Mitarbeiter sich nicht auskennt und mir nicht auch bei 1 mall und auch jetz nicht weiter helfen erste mall wo sie mich gesperrt haben weitere geleitet und das selbe auch jetz und jetz wie kann mann das alles klären wenn die Mitarbeiter sich nicht auskennen also ich bin einfach enteuscht

Dear mayayzunova, do I understand correctly that you deposited money via a payment method registered in your partner's name?

Does your partner have an account in this casino?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Or are you aware of having more than one account in this casino?

Could you please share your bonus history?

Yes, my partner is, but he is registered there, I didn't ask, yes, it is conscious, that's why I only have one account, which I have verified with my documents, at lottolland there is hardly any bonus history, unfortunately I can't if I can't access my account

Ja mein Lebensgefährte aber er da angemeldet ist hab nicht gefragt m8r ja ist ja bewusst deswegen hab ich nur ein Konto was 8ch mit meine Dokumente vertifiziren habe bei lottolland gibts es kaum bonushistirie leider kann ich nicht wenn ich nich in mein Konto zugreifen kann

Dear mayayzunova, I have checked the T&Cs, and this is what I found:

The Player may only deposit funds into his Player Account that originate from an account or source of which the Player is the account holder and that is actually named as such. If the Player uses a payment method where the Player is not the account holder, DLSL is entitled to assume that the Player is using his own funds and Lottoland shall not be liable if this is not the case. If the Player uses a payment method where the Player is not the account holder, Lottoland reserves the right to treat any deposit into the Player Account as invalid (and any winnings resulting from such deposit as void). Winnings or any withdrawals may be withheld pending the completion of an investigation.

Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is the player’s responsibility to use only the allowed payment methods.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.