Lottomat Casino - Výběr hráče je zpožděn.

I have an account opened at lottomat.com, in the past I have had 2 withdrawals approved.

On 10.02.2025 I made a new withdrawal, one of 850 euros from the casino section and 50 euros from the lotto section. I can't communicate with them, I don't answer emails anymore. I don't know why they don't approve the withdrawal. Is it true that their license is no longer valid?

Dear trofinedvinpersian,

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.

• What is the current status of your withdrawal requests? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I accumulated the winnings without bonuses. and actually withdraw my own money. that I deposited about the same amount.

I don't know what KYC confirmation means.

Once I have approved withdrawals, I believe that also means KYC confirmation.

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

Of course.

I will send you all the conversations to the email address.

Anyway, it was more of a monologue than a dialogue.

Thank you very much, trofinedvinpersian, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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 trofinedvinpersian, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Lottomat Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request and when trofinedvinpersian can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you for your support. If there are any updates, I will let you know. Thanks.

Hello,

I am informing you that today they sent me an email telling me the same thing they said in the first email.

Hello Edvin,

I apologize that it is taking so long, but the payouts are processed according to the schedule they are ordered. The same is true for the process of verifying the personal data of our players. The fact that we have recently had more and more players and therefore more and more winners (which makes us happy) also has an impact on the extension of this process, but I must honestly admit that we are working on increasing the staff resources in our teams handling the payout process. I believe that this reaction time will soon be significantly shortened.

Best Regards,

Emily Lottomat Support

Withdrawal made on 10.02.2025, and after many unanswered emails, they tell me this.

I think it's artificial intelligence replying every 30 days. 😄

Dear Valued Customer,

Thank you for reaching out regarding your concerns about our withdrawal processing timeframe. I understand your frustration with the 30-day withdrawal period mentioned in our previous communication. I sincerely apologize for any inconvenience this may have caused you and appreciate the opportunity to address your concerns directly.

I want to assure you that the information provided in our previous correspondence regarding the 30-day processing period is accurate and reflects our standard operating procedures.

I would like to respectfully clarify that our company operates with all required valid licenses and in full compliance with relevant regulatory frameworks. The withdrawal processing timeframe is completely unrelated to our licensing status, which remains in good standing with all applicable regulatory authorities. Our company takes compliance very seriously, and we maintain transparent operations that adhere to all industry standards and legal requirements.

Best Regards,

Emily

I wrote to lottomat.com, stating that more than 30 days have passed and they still haven’t processed the withdrawal, and that they are operating without a license. They deny it and claim they have a license. However, I checked, and the license they have displayed on their website is not valid—it has been revoked.

Thank you for keeping us updated, trofinedvinpersian. I haven't heard from the casino yet. Once I have a response, I will post it here in the complaint thread.

As for the license, the casino doesn't have a valid license at the moment, based on the information we have.

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.

Dear trofinedvinpersian, I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. 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 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 could 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia