Lottomatica Casino - Hráč se snaží vybrat své výhry.

hi I registered in June 2022 and started playing after one day I found the account unable to withdraw I have been waiting for more than 6 months and they keep telling me that they have to do some checks (of course the identity card already provided to them and they even approved it) I don't know how to do it also because they told me a maximum of 180 days for checks but by now they have passed and they continue to use excuses

salve mi sono registrato a giugno del 2022 e ho inziato a giocare dopo un giorno mi sono trovato il conto impossibilitato nel prelievo aspetto da piu di 6 mesi e mi continuano a dire che devono fare delle verifiche (chiaramente la carta di identità gia glielo fornita e l'hanno pure approvata )non so come fare anche perche mi avevano detto amssimo 180 giorni per le verifiche ma ormai sono passati e continuano ad usare scuse

Dear patrick666,

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 advise if you currently have access to your account? Do I understand correctly that you have passed the KYC verification?

Have you accumulated 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

yes the kwy is exceeded and they don't ask me for documents they just say that I have to wait but more than 6 months have passed and I have not used any bonus

si il kwy è superato e non mi richiedono documenti dicono solo che devo aspettare ma sono passati piu di 6 mesi e non ho usato nessun bonus

Thank you very much for your reply, patrick666. Before we contact the casino, 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.

nothing they say that I have to wait for their email for 7/8 months

nulla dicono che devo attendere una loro email da 7/8 mesi

Thank you very much, patrick666, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 patrick666,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Lottomatica Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Lottomatica Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 patrick666,

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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. 

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.

Kind regards,

Stefan