Been using lotto go for quite a few months now without a problem I made an ￡100 deposit and I won 239 pounds which I withdrawn they basically refuse to pay until I can show them a passport or driving licence I've explained I don't drive and have a passport and they was adding me they will not be paying out until I can provide such a thing they've been putting barriers in my way for me making withdrawing, now told me to apply for a Citizens Card' this has been ongoing for 1 month now I sent them my birth certificate bank account statement debit card photo and a voters letter with photo from my local council and utility bills never had an issue before but there seems to be an issue now with this withdrawal I feel they're putting so many barriers in my way and making it very hard

Dear karenatkins1974,

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.

• Do I understand correctly that the issue seems to be with the casino requiring an ID with a photo?
• Could you please list which documents you provided to verify your residential address?

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,

Tomas

Thank you for getting back to me first of all I've never had issues with withdrawals before with this casino. I have a photo ID paper issued from the local council so I can vote also up-to-date bank statement also up-to-date council tax bill birth certificate up to date water bill picture of my debit card a picture of me holding my debit. card. They seem to just be put in barriers in my way because of withdrawal yes I totally understand the kyc rules but when I've made withdrawals before

That also refusing to respond through resolver I feel they just put in barriers in my way in every Direction going

Thanks for the detailed explanation, karenatkins1974

The casino has stated in the past they are unable to discuss a member's account with a third party due to strict data protection and security regulations. I’m afraid there is not much that can be done without cooperation from their side.

I will therefore mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in ratings 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.

In the meantime, I recommend you to contact the IBAS - Alternative Dispute Resolution service (https://www.ibas-uk.com/consumers/register-with-ibas/) register, and submit a complaint to them. It may have better options and tools to help players. Please let me know how they respond ([email protected]).

I am sorry I could not have been of more help on this occasion.

Best regards,

Tomas

www.kpvfaw.com