Lottomart SOW/ advanced verification. Pending withdrawal

[andyjbee]

Decided enough is enough with Lottomart, they requested some quite sensitive information from me which I wasn't entirely comfortable with sending, however I was hoping that this information would be enough to finish my account review after over a month of waiting, I recieved a phone call yesterday and was informed that there may be a possibility that need more personal information from me so I have decided that this is where it stops and requested a full account closure and the release of any pending withdrawals. In all my years of using many many online casino's/bookmakers I have never once been requested this amount of personal information. I understand guidelines are stricter for operators but this is just rediculous. On a footnote just a quick thank you to @Mark_Lottomart for speeding the process up when I was getting absolutely no information back from Lottomart regarding my review.

 

[SYPlayer95]

There's been quite a backlash for LottoMart on here lately.
Very, very slow KYC times.
What documents were they asking for?

 

[ashleyk8]

*snip*

 

[maxd]

@ashleyk8 , the house rules — Casinomeister Forum Rules — make it clear that you should take such issues to the casino rep privately before posting such things on the forums. I saw your previous post and created exactly such a Private Message for you including the rep. Please wait for @Mark_Lottomart to response there. Further violations of the Forum Rules will not be taken lightly.

Thank you for your understanding and cooperation.

Regards,

Max Drayman
Forum Moderator

 

[cfoxcro]

Im still waiting.... Mark promised an update and hasn't even come back to me!

 

[jozef2]

Hi help me is wieting months and 3 week and speak to review and said me everything is ok documents sent said me is ok and no still pay me

 

[Jenny]

Thanks for the reply mulvan. I am hoping that a little more time will have it resolved. I am a working lad and £1000 would be nice in my bank. And also i just want to resume normal play with lottomart again.

I have been waiting a month now

 

[Mark_Lottomart]

I have been waiting a month now

Please send me a message with your registered email and I will check this for you.

 

[demas2]

Hi @Mark_Lottomart
I am waiting for a withdrawal since yesterday and have also send the documents for verification but withdrawal still pending. Could you please check this for me as this is really stressful i want my winnings, normally my withdrawals were instant apart from this and the verification its taking long even though my documents approved.

I have sent you a PM.

Thanks

 

[demas2]

Anyone else from Lottomart that can help apart from Mark?? Pleaseeeee

 

[dunover]

Anyone else from Lottomart that can help apart from Mark?? Pleaseeeee

Give him chance, might be off today!

 

[Mark_Lottomart]

Give him chance, might be off today!

Thanks. I am out of the office today but I’ve replied to the 13 messages they have sent me in the last 2hrs. In short, and for transparency, they will be waiting for their withdrawal until the process can be completed. Minimum 48hrs, likely more.

 

[dunover]

Anyone else from Lottomart that can help apart from Mark?? Pleaseeeee

OK, the reps are here to help within a reasonable timescale, not instantly! If you have sent repeated messages this is in breach of forum rules, abuse of the PM system.

I trust you'll now be patient having had a reply, but again please remember constantly bombarding a person with messages does in no way accelerate the process and response times.

Thanks.

 

[SYPlayer95]

Hi @Mark_Lottomart
I am waiting for a withdrawal since yesterday and have also send the documents for verification but withdrawal still pending. Could you please check this for me as this is really stressful i want my winnings, normally my withdrawals were instant apart from this and the verification its taking long even though my documents approved.

I have sent you a PM.

Thanks

Waiting 1 day is acceptable. 1 month is unacceptable.

 

[andysbetting1187]

Thanks. I am out of the office today but I’ve replied to the 13 messages they have sent me in the last 2hrs. In short, and for transparency, they will be waiting for their withdrawal until the process can be completed. Minimum 48hrs, likely more.

Theres 100% a humorous needle about how @L&L-Jan would have this sorted within 47 hours, but it's too early and I am too hungover (plus the mrs wants to go shopping) to write it properly, so I will leave it this time

Have a good weekend Mark.

 

[Mark_Lottomart]

Waiting 1 day is acceptable. 1 month is unacceptable.

Thanks for your valuable input.

We actually set out to cause delays on purpose. We love stopping players from enjoying our games and we strive to have verification queues to cause a poor experience. We LOVE having to ask players for documentation and actually seek to find ways to make the process longer.

 

[demas2]

Thanks. I am out of the office today but I’ve replied to the 13 messages they have sent me in the last 2hrs. In short, and for transparency, they will be waiting for their withdrawal until the process can be completed. Minimum 48hrs, likely more.

Thanks for this. But to me sounds like too much time when other companies complete these checks within hours. Not a massive issue but surely the

Thanks for your valuable input.

We actually set out to cause delays on purpose. We love stopping players from enjoying our games and we strive to have verification queues to cause a poor experience. We LOVE having to ask players for documentation and actually seek to find ways to make the process longer.

ok i get your sarcasm but honest i dont see the reason why it would allow depositing and then asking the documentation when withdrawing. Surely could release the withdrawals the same method the deposits were allowed, and if for example there is a problem regarding documents/activity you can place the account on hold.

And also in so many year of using different company's the maximum one has taken to complete verification is 24 hours where most completed within 4/6 hours.

Anyway thank you for your support always appreciated

 

[andysbetting1187]

Thanks for your valuable input.

We actually set out to cause delays on purpose. We love stopping players from enjoying our games and we strive to have verification queues to cause a poor experience. We LOVE having to ask players for documentation and actually seek to find ways to make the process longer.

Is it true that if you hit VIP status, you add an additional requirment of DNA testing and a copy of a family tree going back 5 generations?

 

[Mark_Lottomart]

Is it true that if you hit VIP status, you add an additional requirment of DNA testing and a copy of a family tree going back 5 generations?

It wasn’t, but it is now! Thanks Andy!

 

[SYPlayer95]

Thanks for your valuable input.

We actually set out to cause delays on purpose. We love stopping players from enjoying our games and we strive to have verification queues to cause a poor experience. We LOVE having to ask players for documentation and actually seek to find ways to make the process longer.

Why are there repeated customers on here saying they have been waiting in excess of a month for LottoMart to verify their accounts then?

You can be as sarcastic as you like but if doesn't change the facts.

Im not sure why you take it personally?

My point is, other casinos dont take as long, so is there something happening at your casino which slows down this process?

 

[Mark_Lottomart]

Why are there repeated customers on here saying they have been waiting in excess of a month for LottoMart to verify their accounts then?

You can be as sarcastic as you like but if doesn't change the facts.

Im not sure why you take it personally?

My point is, other casinos dont take as long, so is there something happening at your casino which slows down this process?

To answer your questions:

1. Because unfortunately there are some customers waiting this long. Quite often it’s not all on our side. We ask for docs, a player takes 2 weeks to send them, then they moan they have been waiting 2 weeks etc.

2. I take it personally as I am in charge. I need to fix this.

3. We are currently assessing the process and making improvements. Sadly these things are never quick to change. I hope those that are doing it quicker are doing it properly!

 

[demas2]

To answer your questions:

1. Because unfortunately there are some customers waiting this long. Quite often it’s not all on our side. We ask for docs, a player takes 2 weeks to send them, then they moan they have been waiting 2 weeks etc.

2. I take it personally as I am in charge. I need to fix this.

3. We are currently assessing the process and making improvements. Sadly these things are never quick to change. I hope those that are doing it quicker are doing it properly!

You seem like a nice genuine person and thanks for your answers but for me its a very negative experience so far, already going on 4th day and i know i am providing the exact right documents, which should be very easy to verify but then asked regarding personal transfers.

So when seeing that people wait for a month, its totally normal to worry and be frustrated , as its not always the case what you say, most of the time people do send back what requested from them as they want to get paid ASAP. So in this case its the company's delays aka Lottomart in this case.

Plus the livechat its totally unhelpful, in the same chat i have been told 3 different things by the same person regarding my verification & withdrawal , so not sure whats true or whos the go to for accurate information.

 

[andysbetting1187]

You seem like a nice genuine person and thanks for your answers but for me its a very negative experience so far, already going on 4th day and i know i am providing the exact right documents, which should be very easy to verify but then asked regarding personal transfers.

So when seeing that people wait for a month, its totally normal to worry and be frustrated , as its not always the case what you say, most of the time people do send back what requested from them as they want to get paid ASAP. So in this case its the company's delays aka Lottomart in this case.

Plus the livechat its totally unhelpful, in the same chat i have been told 3 different things by the same person regarding my verification & withdrawal , so not sure whats true or whos the go to for accurate information.

I know its frustrating mate, all I will say is that Mark is one of the most active reps on here and Lottomart are pretty decent overall. Its annoying to have to jump through hoops, but providing everything is ok with your documents etc. I am sure they will pay you out soon.

 

[Mark_Lottomart]

You seem like a nice genuine person and thanks for your answers but for me its a very negative experience so far, already going on 4th day and i know i am providing the exact right documents, which should be very easy to verify but then asked regarding personal transfers.

So when seeing that people wait for a month, its totally normal to worry and be frustrated , as its not always the case what you say, most of the time people do send back what requested from them as they want to get paid ASAP. So in this case its the company's delays aka Lottomart in this case.

Plus the livechat its totally unhelpful, in the same chat i have been told 3 different things by the same person regarding my verification & withdrawal , so not sure whats true or whos the go to for accurate information.

Thanks for the response. I’m so sorry to sound negative but I haven’t been in the office since your original messages. I did send your request to the relevant teams but there is a backlog I’m afraid. I’m back in the office tomorrow and will take a look but I can’t promise anything until I’ve checked the situation. Live chat won’t be able to help as it’s a different team who verify your details.

 

[demas2]

Thanks for the response. I’m so sorry to sound negative but I haven’t been in the office since your original messages. I did send your request to the relevant teams but there is a backlog I’m afraid. I’m back in the office tomorrow and will take a look but I can’t promise anything until I’ve checked the situation. Live chat won’t be able to help as it’s a different team who verify your details.

Thanks. I hope to receive my withdrawals today

 

[demas2]

still nothing, after sending in my bank statement & id, then they asked for my LTD statement as thats where my wages come from, these were also sent on Saturday but today I received an email saying “we have received your new documents today” how is that possible when i have sent since Saturday?

And also i don’t see a reason why would ask me regarding a personal transfer from my uncle, who was also the same surname? Which i have also provided explanation for, a pretty simple transfer.

Long story/short, going into day 5 , to check only 2 bank statements & verify for me that is way too much time and definitely off putting, i have used over 20 casinos/bookmakers never waited more than 24 hours and same documents always accepted.

I am afraid will be waiting months as i have read a lot of people are waiting on lottomart, but most i find is that people are in protection of the casinos and always “blame something on the OP” but i guess thats just me.. anyway i am open to sarcastic replies and be told that this is normal, where its not really

 

[PMKFRUITPRO]

Are you a new player there? So just standard verification and ID check?

Or have you been playing there for a while and got the dreaded enhanced verification??

Tbf it’s been a weekend. So technically saying they received your documentation ‘today’ could work as it’s the first working day back after weekend.

The major firms will obv get this done at a weekend and have staff on it all the time. But those that don’t have staff on it at weekends won’t!! So you could argue that it’s really only been a couple of working days.

Don’t get me wrong im not defending lottomart, I’d never play there but not all casinos are the same.

Unfortunately some have integrated their own procedures (many of which are just so over zealous it’s rediculous) because they are scared of getting punished by the UKGC.

Mark has a decent reputation on here for a reason, never dealt with him personally but if you are legit you will get paid.

Just don’t play there agsin!! Mid level RTP and intrusive checks are a big no no. Altho I think you’ve already made up ur mind not to!!!

 

[demas2]

Are you a new player there? So just standard verification and ID check?

Or have you been playing there for a while and got the dreaded enhanced verification??

Tbf it’s been a weekend. So technically saying they received your documentation ‘today’ could work as it’s the first working day back after weekend.

The major firms will obv get this done at a weekend and have staff on it all the time. But those that don’t have staff on it at weekends won’t!! So you could argue that it’s really only been a couple of working days.

Don’t get me wrong im not defending lottomart, I’d never play there but not all casinos are the same.

Unfortunately some have integrated their own procedures (many of which are just so over zealous it’s rediculous) because they are scared of getting punished by the UKGC.

Mark has a decent reputation on here for a reason, never dealt with him personally but if you are legit you will get paid.

Just don’t play there agsin!! Mid level RTP and intrusive checks are a big no no. Altho I think you’ve already made up ur mind not to!!!

Hi mate thanks for your reply.

I have been playing there for around 6/7 months and used it as their withdrawals were pretty instant! But also on other side, i have lost a bit of money, within the means of my affordability, and i am not one of them players that goes to live chat after a lose.

It is an enhanced verification , but my frustration is why not process my withdrawals and just pause my account until everything is completed? Why was i able to deposit and play fine but not entitled to the winnings? The problem is that they still leave the deposits open, what im trying to say is, lets say there was something that wouldn’t pass verification, why would they accept a OP to lose more money be depositing when they won’t be able to withdraw?

In my case, i am 10000% right with my documents, i have never ever been rejected by a single casino. But the right thing would be paying out the withdrawal the same way they accepted the deposit, and still letting me deposit (tried £10) and then just block/pause the account while they complete their checks

For example lets say an OP for some reason whatsoever won’t be able to pass verification (i understand it would be their fault) but why would you still let them deposit when you are doing an enhanced verification and blocking withdrawals? It seems to me like a scam getting money in and then trying to find a reason on why not to pay out .

Don’t worry by the way, i am the most legitimate OP and never been rejected a single withdrawal/verification, unlike this time waiting this long…

 

[PMKFRUITPRO]

U have to be very careful, for example do any other family (same surname) have accounts at the same casino that have been closed or maybe are on Gamstop/Gamban that could then have appeared to be sending you money? The casinos will be looking out for this kind of thing.

Like I say it’s only been a couple of working days as such and you will get paid so long as everything is ok from your end.

It is frustrating I can imagine. Just try to stay calm as like I say if everything is above board you will get your money. Of that I have no doubt.

Me personally and I’ve raised this point before. In 8 years of online gambling and 7 figures of deposits across numerous casinos not even once have I been asked for a bank statement or a wage slip at any of them.

Now unless all my casinos are breaking UKGC regulations then it becomes clear that these are the casino policies that they set themselves through fear of getting a hefty fine. I’ve heard of horror stories but at least you have an active rep who will sort it for you and ensure you are paid. Providing of course there is nothing dodgy going on.

Remember you are quite within ur rights to ask for you’re withdrawal to be processed and the account closed if the casino has been accepting deposits before and could have asked for this information but didn’t during that time. That’s not the exact ruling but pretty close. Of course if you do that then you won’t be able to play there again.

 

[SYPlayer95]

still nothing, after sending in my bank statement & id, then they asked for my LTD statement as thats where my wages come from, these were also sent on Saturday but today I received an email saying “we have received your new documents today” how is that possible when i have sent since Saturday?

And also i don’t see a reason why would ask me regarding a personal transfer from my uncle, who was also the same surname? Which i have also provided explanation for, a pretty simple transfer.

Long story/short, going into day 5 , to check only 2 bank statements & verify for me that is way too much time and definitely off putting, i have used over 20 casinos/bookmakers never waited more than 24 hours and same documents always accepted.

I am afraid will be waiting months as i have read a lot of people are waiting on lottomart, but most i find is that people are in protection of the casinos and always “blame something on the OP” but i guess thats just me.. anyway i am open to sarcastic replies and be told that this is normal, where its not really

If youve no intention of playing further at. Lottomart, then self exclude.

 

[demas2]

If youve no intention of playing further at. Lottomart, then self exclude.

Let me get my money first dude???

 

[steakfortea]

Just don't play there simple I would never wait that long for a withdrawal I've never been asked for anything from any site I play on and been playing some for years not a good look 1 month for a withdrawal is laughable sorry

 

[demas2]

Just don't play there simple I would never wait that long for a withdrawal I've never been asked for anything from any site I play on and been playing some for years not a good look 1 month for a withdrawal is laughable sorry

Definitely won’t mate. Just want to get my winnings and i dont even want the account anymore.

They should have released anyway no matter the ongoing review, from the moment that even now that I can’t withdraw and ongoing review, i am still able to deposit & play so whats the point of holding my past withdrawals?

 

[Mark_Lottomart]

Definitely won’t mate. Just want to get my winnings and i dont even want the account anymore.

They should have released anyway no matter the ongoing review, from the moment that even now that I can’t withdraw and ongoing review, i am still able to deposit & play so whats the point of holding my past withdrawals?

The vast majority of our players complain if we block their account completely while the document review is underway. We allow a short period for players to continue to play and enjoy the games while the review is ongoing. If we see anything which raises suspicion then the account is frozen, the fact your account is still active is a good sign. That said, I appreciate your feedback and I have arranged for the account to be completely blocked. I hope that satisfies any concerns you had.

Best wishes.
Mark

 

[SYPlayer95]

Let me get my money first dude???

By self exclusing you force the operator to comply with the UKGC guidance on this. They will need to, as per section

3.5.3 - Self-exclusion – remote SR code​

Section 5 states:
Licensees must close any customer accounts of an individual who has entered a self- exclusion agreement and return any funds held in the customer account. It is not sufficient merely to prevent an individual from withdrawing funds from their customer account whilst still accepting wagers from them. Where the giving of credit is permitted, the licensee may retain details of the amount owed to them by the individual, although the account must not be active.

 

[Mark_Lottomart]

By self exclusing you force the operator to comply with the UKGC guidance on this. They will need to, as per section

3.5.3 - Self-exclusion – remote SR code​

Section 5 states:
Licensees must close any customer accounts of an individual who has entered a self- exclusion agreement and return any funds held in the customer account. It is not sufficient merely to prevent an individual from withdrawing funds from their customer account whilst still accepting wagers from them. Where the giving of credit is permitted, the licensee may retain details of the amount owed to them by the individual, although the account must not be active.

This is not true. If there are outstanding regulatory checks then it doesn’t mean funds will be automatically returned. Please do not share false information. Self excluding will not speed up this process and may cause issues down the line.

 

[SYPlayer95]

This is not true. If there are outstanding regulatory checks then it doesn’t mean funds will be automatically returned. Please do not share false information. Self excluding will not speed up this process and may cause issues down the line.

I mean its pulled straight from ukgc website and has worked for me everytime ive had a problem being paid etc.

If you think im incorrect. Please direct me to the correct section. My experiences dictate otherwise.

 

[satchnz]

I mean its pulled straight from ukgc website and has worked for me everytime ive had a problem being paid etc

I contacted the UKGC directly a couple of years ago and got told the very same thing, so I do not believe you are wrong.

Oh the joys of playing in the UKGC neighbourhood…

 

[SYPlayer95]

I contacted the UKGC directly a couple of years ago and got told the very same thing, so I do not believe you are wrong.

Oh the joys of playing in the UKGC neighbourhood…

Agreed, operators like to make up their own version of the UKGC guidelines. Ive quoted this exact section to those same operators who say they still need to view all requested docs etc.

Guess what - paid every time.

 

[satchnz]

Agreed, operators like to make up their own version of the UKGC guidelines. Ive quoted this exact section to those same operators who say they still need to view all requested docs etc.

Guess what - paid every time.

Is it the operators making up their own rules or is it the shitty job the UKGC has done at defining them?

 

[demas2]

By self exclusing you force the operator to comply with the UKGC guidance on this. They will need to, as per section

3.5.3 - Self-exclusion – remote SR code​

Section 5 states:
Licensees must close any customer accounts of an individual who has entered a self- exclusion agreement and return any funds held in the customer account. It is not sufficient merely to prevent an individual from withdrawing funds from their customer account whilst still accepting wagers from them. Where the giving of credit is permitted, the licensee may retain details of the amount owed to them by the individual, although the account must not be active.

So one department called me just now to ask a few questions like “why on this date a transaction failed twice but it was ok on the 3rd time” from what i remember typo entering cv2 but surely you don’t call me just for that?

Then i asked if they can release my funds at least since my account was open to deposit and wager and they said they will send my answers to verification department and now need to wait again before they can do anything about the pending withdrawal

 

[SYPlayer95]

So one department called me just now to ask a few questions like “why on this date a transaction failed twice but it was ok on the 3rd time” from what i remember typo entering cv2 but surely you don’t call me just for that?

Then i asked if they can release my funds at least since my account was open to deposit and wager and they said they will send my answers to verification department and now need to wait again before they can do anything about the pending withdrawal

Laughable to be honest.

Lottomart will let you deposit but won't let you withdraw

They want to verify where your funds are coming from for a withdrawal but are still happy to accept the same funds if you deposit.

Make it make sense.

Good luck.

 

[satchnz]

If an operator freezes your withdrawal due to SOW/AML checks but allows you to continue to deposit and play, what happens if the SOW/AML checks show reason for concern? Does the operator keep the additional money deposited if lost?

Seems counterintuitive to continue accepting deposits and play while the account is under a financial review.

 

[lasevenz69]

Disgusting. Loved this site but won't be playing there ever again. Total wrong way to go about things allowing deposits but not withdrawals. That should be the other way round until the documents have been accepted.

You can withdraw your balances but arnt able to deposit until we see xyz documents would be the solution just like many other sites

 

[Mark_Lottomart]

Disgusting. Loved this site but won't be playing there ever again. Total wrong way to go about things allowing deposits but not withdrawals. That should be the other way round until the documents have been accepted.

You can withdraw your balances but arnt able to deposit until we see xyz documents would be the solution just like many other sites

Sorry to see you go. Best wishes and good luck playing anywhere else that’s licenced without KYC. Can you PM me your username and I’ll ensure your account is closed.

 

[lasevenz69]

Sorry to see you go. Best wishes and good luck playing anywhere else that’s licenced without KYC. Can you PM me your username and I’ll ensure your account is closed.

Had some issues elsewhere over the years asking docs but always paid my withdrawal and stopped me from depositing. You are literally letting people lose still while asking for sow. And withholding until they give docs... wrong way round that this. What if they chose not to give docs? You just dont pay them out? And i will sign in and close it right now. Sorry mark....this isnt protecting the player its protecting yourself. No deposits should be allowed at all and any balance should be allowed to be withdrawn

Just spoke to nathan on your live chat to close my account. Very friendly and quick response. Such a shame as I really enjoyed playing here just not going to carry on if the process happens to me and I can't get my money but still able to lose money.

 

[demas2]

I hope to have it released tomorrow at least. 6th day tomorrow, nearly £2.000 for some may not be lots but its still my winnings and i shouldn’t have to chase it that much.. all my documents are correct pretty easy case to be honest since 2019 i havent been rejected by any casino with same documentation… was pretty happy with lottomart almost instant withdraws thats why using them but now…

 

[Mark_Lottomart]

Do any of the AML experts on here want a job? It’s clear that our qualified team and legal advisors are not doing good enough.

@demas2 I’m clearly not proud of the situation but if you get through our process in 6 days you’ve done well. We’ve made a ton of improvements and I’m hoping that’s the new normal, but it was much longer as others have stated. We are working to improve it.

Have a great evening everyone.

 

[demas2]

Do any of the AML experts on here want a job? It’s clear that our qualified team and legal advisors are not doing good enough.

@demas2 I’m clearly not proud of the situation but if you get through our process in 6 days you’ve done well. We’ve made a ton of improvements and I’m hoping that’s the new normal, but it was much longer as others have stated. We are working to improve it.

Have a great evening everyone.

Honestly the specific part that im more frustrated about it not being able to receive my withdrawal at least.. like just releasing it and whenever the review is complete whatever the outcome then you can decide on whether the player can still use or if an account gets limited. I dont care about waiting even a year for verification, only means i wouldnt use the services again but when you have pending withdrawals is quite more stingy. Hope you understand

I think makes more sense like that. Again thanks for trying to sort it out

 

[Mark_Lottomart]

Honestly the specific part that im more frustrated about it not being able to receive my withdrawal at least.. like just releasing it and whenever the review is complete whatever the outcome then you can decide on whether the player can still use or if an account gets limited. I dont care about waiting even a year for verification, only means i wouldnt use the services again but when you have pending withdrawals is quite more stingy. Hope you understand

I think makes more sense like that. Again thanks for trying to sort it out

I am not going to go into detail on regulations but the process we are following is correct regardless of the experts on here. I hope the team get this over the line quickly for you.