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Lottery – Casino won’t pay my winnings

Ruling

Found for the Player - Despite repeated attempts to discuss this issue with the operator's license holder, we have received no response what-so-ever.

Read our Lottery.co.uk Casino Review.

Player's Complaint

Hello

The casino is called https://lotteryuk.casino-pp.net/

I signed up to play they accepted me, I deposited£700 I won £17000

They are refusing to pay my winnings and have refunded me my £700 deposit. I provided them with all my verification documents which they accepted. I felt I was playing too much and didn’t want to lose the winnings by reversing and playing them so I self excluded myself. They said that I had multiple accounts so wouldn’t be paying my winnings but I gave all my information I don’t remember ever being a part of that casino - maybe the group but I wasn’t aware. I have a new address and credit card registered to new address which I used. I also have 2 emails one for work one personal. I didn’t use any bonus I didn’t cheat I deposited and won and they are now saying they won’t pay me and have refunded my £700 deposit and it’s not fair. At least they could keep my account closed but I won that money I deposited my own money - if I had lost money and then excluded myself I wouldn’t request my loss back so why won’t they pay my winnings. They have used their terms and conditions as proof of the contract but Their terms and conditions say if any losses occurred and a player has multiple accounts they aren’t liable to pay. And that is not what happened. This is totally unfair I just want my winnings I didn’t cheat them and nw they are not paying me. I want my winnings!

I’ve copy and pasted their last email to me For your reference

Dear [EDIT],

I am writing in regards to the accounts registered within our network.

After an in-depth investigation performed by our Risk and Fraud department, it has been concluded that you have used modified credentials in order to be able to create another account with us while previously registered one that was closed.

The account was registered with different details than previously, and such circumvented the block.

Once an account is being closed at our casino, this means that you will not be able to register another one with your credentials.

Once an account is being closed at our casino, this means that you will not be able to register another one with your credentials.

On your attempt to register, it was clear that the system will not allow you to register; therefore you have altered your personal details in order to bypass the system and therefore you were able to register at LotteryCasino.

This matter is against the casino's Terms and Conditions which you have accepted upon registration: https://coolplaycasino.casino-pp.net/?tracker=[objectObject]&dynamic=[objectObject]#/lobby

In section V of our Terms & Conditions, the following is stated:

V. Account Registration

7. By opening an Account, You hereby represent, warrant, acknowledge and undertake that (a) the details You submit during the registration process are true and correct, and that You will update them, immediately upon any change thereto.

VIII. Responsible gaming & self-exclusion

VIII. Responsible gaming & self-exclusion

5. In requesting self-exclusion, You agree to provide full and accurate personal details, now and in the future, so Your access/use of the Site and Services can be restricted. If You do choose to self-exclude, We will use all reasonable endeavors to ensure We comply with Your self-exclusion. However, in agreeing to self-exclude, You accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, We have no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. Any self-exclusion, timeout or any similar action will be valid across all websites operated by the Company.

Considering the above, we had no choice but to revoke your winnings and refund the deposit made.

Please do not hesitate to contact me if you require more information.

Best Regards,

[EDIT]

LotteryCasino

Customer Support

I didn’t modify and they won’t pay me and it’s totally unfair

Read the casino review

3 Responses

ThePOGG
Dec 03, 2018

Hi esperanza82 - welcome to ThePOGG.com!

Your case will involve us taking some guidance from the UKGC regarding their responsible gambling policies. As such this could be a slow process. Please be patient while we carry out that dialogue.

Thanks,

ThePOGG

esperanza82
Dec 03, 2018

Okay thank you

ThePOGG
Feb 08, 2019

Hi esperanza82,

Unfortunately after repeated efforts to contact the license holder about this issue we have received no response what-so-ever. At this juncture I have no reasonable of this changing.

All we can suggest at this stage is that you contact the operator's ADR IBAS.

Sorry we could not be of more help!

ThePOGG

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Agreement

esperanza82 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Lottery
  • Malta Gaming Authority
  • ProgressPlay Limited

November 29, 2018