Lotoland Casino - Играчът се бори със закриване на акаунт.

Hey! The Lotoland Casino is full scam. At first I had problems with changing my surname. I wrote them like a month ago that they swapped my name with my surname - no response, live chat is not working.

After waiting, I understood If I win big and my surname and name is swapped, they can refuse paying.

I decided to close my account, but I could not do it!

I had 1 HUF at my acc, they were refusing either to self-exclude me for forever or to delete my account.

I found the option to take a break for 5 years... after it they contacted me saying the edited my Surname and Name, now all good and they feel sorry that I took a pause.

But I dont want to take a pause! I want full self-exclusion!!! Delete my account, I told them - they refuse.

Dear CasinoGuru, please help me to self-exclude myself at Lotoland for forever, this Casino is refusing it - no answer in Live Chat, no Answer in emals.... Thank you.

Hello andrewlukanets,

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 what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

Thank you very much in advance for your reply.

Best regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Nick!

Not sure why its showing I am from Germany, but I am located in Hungary.

About your questions:

This is what they wrote:

Dear Lukanecz,

Thank you for contacting our customer service.

We apologize for the increased response time.

His name has been corrected.

I have checked your account and see that you have banned yourself from your Lottoland account for 5 years. The suspension expires when:

26/03/2029

Unfortunately, we are unable to reopen your player account before the period you specified.

After the period has expired, if you would like to activate your account, please contact our customer service.

Thank you for your understanding, we wish you all the best!

If you need further assistance, please feel free to contact us in the future.

Best regards,

Alice

Lottoland Customer Service

If to translate they closed my account for 5 years (that's what I wrote about above).

But I don't want to have a break for 5 years, please close my account forever! I have asked it from them, they refused because I had 1 HUF on my account.

Hi Nick!

Not sure why its showing I am from Germany, but I am located in Hungary.

About your questions:

This is what they wrote:

Kedves Lukanecz,

Köszönjük, hogy felvette a kapcsolatot ügyfélszolgálatunkkal.

Elnézését kérjük a megnövekedett válaszidő miatt. 

Nevét korrigáltuk. 

Ellenőriztem fiókját és látom, hogy Ön kizárta magát Lottoland fiókjából 5 évre. A felfüggesztés ekkor jár le:

26/03/2029

Az Ön által megadott időszak előtt sajnos nem áll módunkban újranyitni játékos fiókját. 

Az időszak lejárta után, amennyiben szeretné aktiválni fiókját, kérjük vegye fel a kapcsolatot ügyfélszolgálatunkkal.

Megértését köszönjük, minden jót kívánunk!

Ha további segítségre van szüksége, forduljon hozzánk bizalommal a jövőben is. 

Üdvözlettel,

Aliz

Lottoland Ügyfélszolgálat

If to translate they closed my account for 5 years (that what I wrote about above).

But i dont want to have pause for 5 years, please close my account for forever! I have asked it from them, they refused because I had 1 HUF on my account.

Hello andrewlukanets,

Unfortunately not all casinos have the option to self-exclude yourself permanently. These regulations are given mostly by their licensing authorities and they can't affect it. As long as the exclusion is now active, you should be safe from playing there and you may still request for a new exclusion once this expires. I highly doubt that we or the casino can prolong the exclusion period in this case.

Is there anything else we could assist you with?

Dear andrewlukanets,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.