Lottomart Mr Mark

[Razvan0308]

Hi , It's been 20 days and I did not received my money from lottomart. I have send all the documents they asked for and still nothing ! Can someone help me is about £3900. Where should I go or with who I need to speak to sort this thing out.. beacuse it's impossible to wait so long ! I have called customer support from lottomart and they doesn't give me any answer!

 

[conker]

I have updated thread title to make it clearer.

First things first, lets see if @Mark_Lottomart is around and can maybe help you.

 

[Razvan0308]

Ok thank you so much !

 

[Razvan0308]

I been playing from the last 2 years .. and this never happened before ! Please help me .
Thank you

 

[L&L-Jan]

If its in regards to enhanced due dillegence, such a verification is a proper review. Those don't go like with the speed of KYC verification. Often operators have a backlog too and obviously use a FIFO system in their process. PM Mark, he will get back to you and with mark/lottomart your in good hands, so dont worry.

 

[Webzcas]

If everything is in order, Mark no doubt will resolve the issue for you. Just have a little patience, he will respond here to you.

Ah I see Jan beat me to it

 

[Mark_Lottomart]

Just to update this thread, I’ve been in touch with the player via PM and I am investigating for player.

 

[Mark_Lottomart]

I have updated thread title to make it clearer.

First things first, lets see if @Mark_Lottomart is around and can maybe help you.

PS - I still don’t get notifications when anyone tags me!

 

[Mark_Lottomart]

If its in regards to enhanced due dillegence, such a verification is a proper review. Those don't go like with the speed of KYC verification. Often operators have a backlog too and obviously use a FIFO system in their process. PM Mark, he will get back to you and with mark/lottomart your in good hands, so dont worry.

Thanks Jan.

 

[Webzcas]

PS - I still don’t get notifications when anyone tags me!

I can and will look into this for you. Will ping you in the morning

 

[Razvan0308]

Good evening Mr Mark Lottomart, I messaged you on private .. and I've post as well .. it's not possible someone to help me with my problem ? It's been 1 month and I did not received my money £3900 from lottomart
. I been calling them all time i have send them all documents . Where do I have to go or do beacuse they are not helping .. please Mr Mark help me with this issue. Thank you

 

[dunover]

@Mark_Lottomart

 

[andysbetting1187]

Good evening Mr Mark Lottomart, I messaged you on private .. and I've post as well .. it's not possible someone to help me with my problem ? It's been 1 month and I did not received my money £3900 from lottomart
. I been calling them all time i have send them all documents . Where do I have to go or do beacuse they are not helping .. please Mr Mark help me with this issue. Thank you

Lottomart are pretty decent (almost as good as ABC, but not quite lol - sorry Mark )

Providing everything is above board your side, you should be fine and I am sure @Mark_Lottomart will help.

@dunover - is the tagging function working for Mark? I know in the past he has had issues when people have tagged him and it has not notified him? Just in case he misses the post.

 

[dunover]

Lottomart are pretty decent (almost as good as ABC, but not quite lol - sorry Mark )

Providing everything is above board your side, you should be fine and I am sure @Mark_Lottomart will help.

@dunover - is the tagging function working for Mark? I know in the past he has had issues when people have tagged him and it has not notified him? Just in case he misses the post.

I assume so. I'll ask..

 

[Webzcas]

He is for some reason not getting email notification, I am meaning to set aside some time to work through this with him. As the forum is sending out email notifications fine for everyone in the main.

 

[Mark_Lottomart]

Hi All, and thanks to @Webzcas for the nudge on this.

I'm afraid I am not able to fast track the OP's query. They are currently in a process and will be dealt with in due course. I help where I can, but my hands are tied here. I can see that the relevant team are responding to the player by email (latest yesterday at 18:37) and we are working with them to resolve the situation.

Mark

 

[Razvan0308]

It's impossible I have send emails and I tried to call them , but Daren the manager support is not answering me . He is not giving me any details and updates for 1 month and 5 days . Please help me to get my money

 

[dunover]

It's impossible I have send emails and I tried to call them , but Daren the manager support is not answering me . He is not giving me any details and updates for 1 month and 5 days . Please help me to get my money

Someone answered you yesterday though?

 

[shady]

Check junk mail

 

[Mark_Lottomart]

The OP doesn’t need to check junk mail. They are getting plenty of attention after several emails and calls per day. I think it’s two phone calls today so far.

We appreciate their frustration but the time taken to deal with these calls only slows down the process. Their choice I guess!

 

[SYPlayer95]

The OP doesn’t need to check junk mail. They are getting plenty of attention after several emails and calls per day. I think it’s two phone calls today so far.

We appreciate their frustration but the time taken to deal with these calls only slows down the process. Their choice I guess!

Whilst I agree the relevant checks etc need to be made, on what planet is 1 months and 5 days acceptable period of time?
I'm aware you are accredited here, but surely nothing takes that long to process, unless the reason for the delay is actually the OP.

 

[Mark_Lottomart]

Whilst I agree the relevant checks etc need to be made, on what planet is 1 months and 5 days acceptable period of time?
I'm aware you are accredited here, but surely nothing takes that long to process, unless the reason for the delay is actually the OP.

On planet due diligence, compliance and complex requirements that we have to go through in the UK regulated market.

Do we want to hold a player's balance for so long? No. Are we doing this as quickly as possible? Yes.

We thrive on paying players quickly, it's what we do 99% of the time. Sadly that's not always possible.

 

[SYPlayer95]

On planet due diligence, compliance and complex requirements that we have to go through in the UK regulated market.

Do we want to hold a player's balance for so long? No. Are we doing this as quickly as possible? Yes.

We thrive on paying players quickly, it's what we do 99% of the time. Sadly that's not always possible.

Im aware of that and thats the reason I asked if the OP was slowing the process down.

I have been able to complete EDD at every site I've ever played at. None of which have exceeded a week.

 

[Razvan0308]

Hi All, and thanks to @Webzcas for the nudge on this.

I'm afraid I am not able to fast track the OP's query. They are currently in a process and will be dealt with in due course. I help where I can, but my hands are tied here. I can see that the relevant team are responding to the player by email (latest yesterday at 18:37) and we are working with them to resolve the situation.

Mark

Hi Mark I receive the email from Emma and she told me to wait until the end of July .. and to stop calling beacuse they are busy and I disturb if I keep calling them.. it's been nearly 2 months and I did not received my money please help me or tell me where to go Lotto Mart doesn't want to give my money .

 

[andysbetting1187]

Hi Mark I receive the email from Emma and she told me to wait until the end of July .. and to stop calling beacuse they are busy and I disturb if I keep calling them.. it's been nearly 2 months and I did not received my money please help me or tell me where to go Lotto Mart doesn't want to give my money .

If they are saying end of July, there is either something wrong from a staffing perspecitve or your case in quite complex for reasons which have not been disclosed but a standard EDD (from my personal experiences) would not take this long if everything is provided/in place as it should be

 

[SYPlayer95]

If they are saying end of July, there is either something wrong from a staffing perspecitve or your case in quite complex for reasons which have not been disclosed but a standard EDD (from my personal experiences) would not take this long if everything is provided/in place as it should be

This is the point I was making further up. Still, that aside, can't see any plausible explanation for a 2 month delay...

 

[Jono777]

Could be waiting on replies from one or two third parties which would explain the delay to a point?

Just thinking out loud, nothing more.

 

[mulven]

Without being rude to the OP, it certainly seems like they are either leaving out an very important piece of the puzzle in their story OR are just not cognizant of the fact that whatever it is might be important.

It'll likely be a complicated joint account or suspected third party funding scenario that the team is carefully ruling out. If the player is spamming them with calls and emails daily it'll slow things down and might even create a negative sentiment towards the player due to the nuisance they are causing, although you'd hope the team would remain impartial.

Obviously they'll probably be re-stating the same thing every time you call/email so I am curious as to what that might be.

 

[maxd]

There are circumstances here that need immediate attention. Thread locked for the time being.

- Max

 

[maxd]

Enhanced due diligence checks are something the casino has to comply with as per their license; for the most part it’s not optional and not negotiable if the casino wishes to remain compliant.

The standing of Lottomart on the forum — because of the 2ish decades we’ve known and worked with these guys — carries a lot of weight and goodwill here on CM. They’ve told us what they can, respecting privacy per the GDPR of course, and we are satisfied with what we know that there is legitimate justification for the delays.

The bottom line is that Lottomart is following the process required by their license and part of that simply takes as long as it takes. Once completed the case can proceed, until then things remain on hold.

If @Razvan0308 would like us to look into their case and verify what Lottomart has told us we’d be happy to accept their Player Arbitration (PAB) request which would allow us to investigate further. As always the PAB process starts here:

So the way forward here is either submit a PAB or wait for the EDD to run its course. Either way this thread is closed until there is further information to post and share.

- Max