Lottogo.com "play through" (wagering requirement) on deposits

[Fisher479]

I've played on this website on the occasion for a few years. Never had any issues. Today I deposited around £40 and lost it all, went for a last £10 deposit, hit a bonus won £32 and went to withdraw. Much to my surprise I could only withdraw £32.19 of the £40.99 in my account. Hit up support and a live agent told me that my £10 deposit wasn't "played through" and therefore couldn't be withdrawn. I explained to him that's a wagering requirement which isn't allowed under a UK gambling license. The live agent told me he can put the withdrawal through to his "team" but I would have to pay a £2 fee on the remaining £8.80.

Baffled at what they are trying here? the live agent then had the cheek to question me why I didn't want to "play through" my full £10 deposit when I had already deposited and lost £40 before and would still be down £9 at the end of everything? My £32 is still pending withdrawal and I imagine there will be some issue kicked up as I've gone poking the dragon. On top of all that, they don't provide chat transcripts, and before I could take screenshots the live agent ended the chat which wipes the history...

What should I do about this just wait for the withdrawal and quit the site? seems utterly dodgy.

 

[jimHorn10]

Definitely keep records of everything from now on (screenshots of the cashier, terms, emails etc). If they do reject it or deduct anything, I'd take it further through the proper complaint channels and continue to push them until they will respond.

 

[SYPlayer95]

I've played on this website on the occasion for a few years. Never had any issues. Today I deposited around £40 and lost it all, went for a last £10 deposit, hit a bonus won £32 and went to withdraw. Much to my surprise I could only withdraw £32.19 of the £40.99 in my account. Hit up support and a live agent told me that my £10 deposit wasn't "played through" and therefore couldn't be withdrawn. I explained to him that's a wagering requirement which isn't allowed under a UK gambling license. The live agent told me he can put the withdrawal through to his "team" but I would have to pay a £2 fee on the remaining £8.80.

Baffled at what they are trying here? the live agent then had the cheek to question me why I didn't want to "play through" my full £10 deposit when I had already deposited and lost £40 before and would still be down £9 at the end of everything? My £32 is still pending withdrawal and I imagine there will be some issue kicked up as I've gone poking the dragon. On top of all that, they don't provide chat transcripts, and before I could take screenshots the live agent ended the chat which wipes the history...

What should I do about this just wait for the withdrawal and quit the site? seems utterly dodgy.

I have also had this outfit say that every deposit is subject to 1x wagering.

Your withdrawal will be paid though.

 

[WilliamGolt23]

That does sound confusing. If the site is licensed in the UK, I'd want to see the exact terms explaining why part of a cash deposit couldn't be withdrawn without additional play. Hopefully your withdrawal is processed without any issues.
If not, keep copies of any emails and transaction history, and consider raising a formal complaint with the operator. It would also be interesting to hear if anyone else has experienced the same thing with Lottogo recently.

 

[SYPlayer95]

Another one