Lottoland Casino - Las ganancias de los jugadores se retrasan debido a problemas con la cuenta.

Ladies and Gentlemen

If the two accounts mentioned actually existed and were opened by me, I would have received a notification, reminder, or other communication from you long ago regarding any outstanding debts. However, this was never the case.

This alone is a clear sign that these are fraudulent accounts created with my stolen data. I have already pointed out several times that my personal data has been misused over the past year, and your support team has assured me that the fake accounts in question will be deleted.

I therefore request you again to completely delete these illegal accounts and reactivate my current, legally created account.

Please also arrange for my balance to be paid out immediately, as I do not owe any payments.

If no clarification is received within the next few days, I will be forced to forward the matter to the relevant gambling supervisory authority and consumer protection agency.

Best regards

Jens ****

Sehr geehrte Damen und Herren,

wenn die beiden genannten Konten tatsächlich existieren und von mir eröffnet worden wären, hätte ich im Falle offener Forderungen längst eine Mitteilung, Mahnung oder sonstige Nachricht von Ihnen erhalten müssen. Dies war jedoch zu keinem Zeitpunkt der Fall.

Das allein ist ein eindeutiges Zeichen dafür, dass es sich hierbei um betrügerische Konten handelt, die mit meinen gestohlenen Daten erstellt wurden. Ich habe bereits mehrfach darauf hingewiesen, dass meine persönlichen Daten im vergangenen Jahr missbräuchlich verwendet wurden, und mir wurde von Ihrem Support auch zugesichert, dass die betreffenden Fake-Konten gelöscht werden.

Ich fordere Sie daher erneut auf, diese unrechtmäßigen Konten vollständig zu löschen und mein aktuelles, rechtmäßig erstelltes Konto wieder freizuschalten.

Bitte veranlassen Sie außerdem die Auszahlung meines Guthabens umgehend, da ich keinerlei Zahlungen schulde.

Sollte innerhalb der nächsten Tage keine Klärung erfolgen, sehe ich mich gezwungen, die Angelegenheit an die zuständige Glücksspielaufsicht und den Verbraucherschutz weiterzuleiten.

Mit freundlichen Grüßen

Jens ****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lottoland 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?
• How did you learn about your account being blocked? Do I understand correctly that the casino accused you of opening duplicate accounts?
• 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?
• Were you asked to complete account verification in the casino? Have you provided any documents required for verification recently or in the past?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Artpunkt,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru