Lottoland Casino - Hráč si nemůže vybrat své výhry.

I'm not getting my €500 winnings paid out because my casino issued chargebacks. That was a misunderstanding, because I didn't initiate it!

Ich bekomme meinen Gewinn in Höhe von 500 € nicht ausgezahlt, weil mein Casino Rückbuchungen veranlasst hatte. Das war ein Missverständnis, denn ich hatte das nicht veranlasst!

Dear schreiter1910,

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. Could you please clarify who issued those chargebacks? Was it your bank? If yes, have you tried contacting your bank to stop the process of returning your deposits?

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes. I have.

Ja. Habe ich.

Thank you for your reply, schreiter1910. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I have replied several times now. It just doesn't work for me with the attachment.

I wanted to send my bank statement. But I can't attach it.

Yes, I spoke to my bank. She said there was no money on it. But I saw that there was money on it, otherwise they wouldn't have let me be debited. Lottoland now thinks I played in the red.

But I didn't, because I was able to withdraw the money.

It was my bank!

Please help. regards

ramona

Ich habe jetzt schon mehrmals geantwortet. Nur klappt es bei mir mit dem Anhang nicht.

Ich wollte meinen Kontoauszug zusenden. Aber ich kann ihn nicht anhängen.

Ja, ich habe mit meiner Bank geredet. Sie meinte, dass kein Geld drauf gewesen wäre. Ich habe aber gesehen, dass Geld drauf war, sonst hätten sie mich nicht abbuchen lassen. Lottoland meint nun, ich hätte im Minus gespielt.

Habe ich aber nicht, denn ich konnte ja das Geld abbuchen.

Es lag an meiner Bank!

Bitte um Ihre Hilfe. Freundliche Grüße

Ramona

Could you please forward all the relevant communication between you and the casino and you and your bank to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Unfortunately, appending doesn't work. And how to post? Christina, I am 73 years old.

I find it somewhat difficult with today's means of communication.

I need a description of what and how to press where.

Sorry.

LG Ramona

Anhängen klappt ja leider nicht. Und wie geht posten? Kristina, ich bin 73 Jahre alt.

Es fällt mir etwas schwer mit den heutigen Kommunikationsmitteln.

Ich brauche bitte eine Beschreibung, was und wie ich wo drücken muss.

Tut mir leid.

LG Ramona

I sent email. Has everything arrived?

LG Ramona

Ich habe E-Mail geschickt. Ist alles angekommen?

LG Ramona

Thank you for your emails. I am sorry, but I cannot imagine that any bank would lie to you about having an insufficient balance and no bank would charge back your payment without a valid reason for it. Based on the message it seems that you had some payment orders, or other unfinished transactions just about to be processed and the vast majority of banks "reserve" this amount on the client's bank account to cover these payments and do not let them use funds over this limit.

For example, the balance in the bank account is €500, but there is a payment order for €450 awaiting to be processed soon. The bank wouldn't let the client withdraw €100, because the balance that is left free for use is only €50.

I hope it makes more sense because after reviewing all the available information from your bank, it is most likely that this was the case here.

Unfortunately, we are not able to help under these conditions. I am sure you understand that the casino is not to blame here and we cannot mediate disputes between you and your bank. At this point, I can only recommend that you always make sure you have enough funds in your bank account while keeping in mind any awaiting transactions.

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.