Lottoland Casino AT - Il giocatore ha avuto difficoltà con i requisiti di verifica dell'account.

My verification simply isn't being accepted. I'm a self-employed owner and the casino is insisting that I provide official proof that I own the business. I'm unsure what kind of proof they're expecting?! How much information am I supposed to divulge? I have already sent them a bank confirmation stating that all the cards are registered to my company. They're just leading me on. They themselves don't even know exactly what they want. They're asking that I bring confirmation that I am the proprietor of my business. My name is on the MasterCard!

Meine Verifzierung wird einfach nicht akzeptiert. Ich bin selbständiger Geschäftsührer und das Casino sagt, dass ich einen offiziellen Nachweis bringen soll, dass mir das Unternehmen gehört. Ich weiss nicht was sie da gerne hätten?! Was soll ich denen alles mitteilen? Ich habe ihnen schon einen Bestätigung der Bank gesendet, dass alle Karten auf meine Firma laufen. Halten einen nur dahin. Die wissen selbst nicht was sie genau haben wollen. ich soll eine Bestätigung bringen das ich Eigentümer meines Unternehmens bin. Auf der MasterCard steht mein Name!

Dear amogyoro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

I understand that you were not advised specifically on what paper is needed or required for the verification.

Is there any relevant communication that you could forward to petronela.k@casino.guru before we contact the casino directly?

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petronela, thank you, I have now forwarded everything to you by email, including the necessary documents.

thanks for your support.

Best regards!

Hallo Petronela, danke ich habe alles per Mail nun an dich weitergeleitet auch mit den notwendigen Dokumente.

danke für deine Unterstützung.

Liebe Grüße!

Thank you very much, amogyoro, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

OK thanks! Unfortunately there is still no response from lottoland.at.

I sent all documents and all necessary information to the casino again. No reaction.

ok danke! Leider noch immer keine Reaktion von lottoland.at.

Ich habe nochmals alle Unterlagen und alle notwendigen Informationen an das Casino gesendet. Keine Reaktion.

Hi amogyoro,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Lottoland Casino AT to join the conversation and contribute to the resolution of this complaint.

Thanks!

Danke!

The casino transferred the money. So from my point of view everything is done.

Thank you for your support.

Das Casino hat das Geld überwiesen. Somit ist aus meiner Sicht alles erledigt.

Danke für eure Unterstützung.

Thank you amogyoro for the update. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter