LolaJack Casino - La cuenta del jugador ha sido cerrada.

Hello, I'd like to start by saying that I've separately filed a complaint with Dragonia, and that the issue is closely related. The casino has blocked access to my account. When I try to log in, I see the message "account under review," and the block extends to all their branded casinos. So, I'm stuck with €1,200 in withdrawals on Lolajack, which they cancelled, and €1,700 on Dragonia. I accumulated my winnings through various deposits, playing exclusively slots at both casinos. I haven't violated the terms and conditions in any way, and I'd like to withdraw my winnings.

Salve, premetto che ho presentato separatamente richiesta di riapertura del reclamo su dragonia e che il problema è strettamente collegato. Il casinò ha bloccato l’accesso al mio account, quando provo ad accedere visualizzo il messaggio "account in revisione" ed il blocco è esteso a tutti i casinó del loro brand per cui mi ritrovo qui su lolajack 1200€ di prelievi che hanno cancellato e su dragonia 1700€. Ho accumulato le mie vincite con diversi depositi giocando solo ed esclusivamente slot ad entrambi i casinó, non ho violato in alcun modo i termini e condizioni e gradirei poter prelevare le mie vincite

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please clarify when exactly you created your casino account and when it was closed?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi, I registered at this casino on July 22nd. I was never asked to verify my identity; it stated that the account didn't require any verification. I earned approximately €700 by completing the wagering requirements of a bonus in accordance with their terms and conditions, and the excess winnings had already been forfeited. After requesting a withdrawal, I made new deposits and won another €500 playing slots with a real balance.

ciao, mi sono registrato su questo casinò il 22 luglio, non mi è mai stata richiesta la verifica dell'identità, c'era scritto che l'account non richiedeva nessuna verifica. 700€ circa li ho accumulati completando i requistiti di wager di un bonus nel rispetto dei loro termini e condizioni e la vincita in eccesso ero già stata cancellata successivamente dopo aver richiesto il prelievo ho effettutato dei nuovi depositi e vinto altri 500€ giocando alle slot con saldo reale

Thank you very much for your reply, Darz1991. Have you received any explanation from the casino regarding this situation? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi, unfortunately I haven't received a response. I tried contacting support via live chat, but as soon as my turn comes up in the queue, they don't respond. I also pointed out that the account closure also affects other casinos of their brand, so I'm having the same problem with Dragonia, which is why I requested a reopening of the complaint (https://casinoguru-it.com/reclami/dragonia-casino-i-prelievi-dei-giocatori-sono-in-tarardo). I tried contacting my account manager, but again, I haven't received a response from the casino.

salve, purtroppo non ho ricevuto risposta, ho provato a contattare l'assistenza tramite chat dal vivo ma appena arriva il mio turno nella coda non rispondono. avevo anche fatto presente che la chisura dell'account riguarda anche agli altri casinò del loro brand per cui avendo lo stesso problema con Dragonia per cui ho richiesto riapertura del reclamo (https://casinoguru-it.com/reclami/dragonia-casino-i-prelievi-dei-giocatori-sono-in-ritardo) ho provato a contattare il mio account manager ma anche in questo caso non ottengo nessuna risposta dal casinò.

Dear Darz1991,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Darz1991,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite LolaJack Casino to join the conversation.

Dear LolaJack Casino,

Could you please let us know why the player's account remains under review and whether there is any particular reason for the delay?

We would also appreciate your clarification as to why the player has not received any communication from your side regarding their enquiries or the current status of the review.

We look forward to your response and cooperation in clarifying the matter so that, if there are no further obstacles, the player can receive their winnings without any further unnecessary delay.

If there are any additional factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Darz1991,

I have not received a response from LolaJack Casino despite my efforts. As we discussed via email, I have reached out to the other casino team to verify whether they are able to assist with this case; however, I have not yet received a reply from them either.

As our aim is always to try every reasonable avenue to clarify/resolve each case, I will extend the timer for a couple of days. I hope to receive a response from at least the other casino team, as they have generally been cooperative with us in the past.

I will let you know as soon as I have any updates to share.

Dear Darz1991,

Unfortunately, despite my efforts, I have not received any response from LolaJack Casino. Additionally, the other casino team has not confirmed that it is able to assist with this case.

We have therefore reached the limit of what we can reasonably do to help.

I will now close the complaint as Unresolved. I understand that this is not a satisfactory resolution to your issue. However, the decrease in rating caused by unresolved complaints may help to influence the casino's approach in the future. Should the casino decide to respond and demonstrates a willingness to address the matter, we can reopen the complaint, and you will be notified by email.

Based on the information currently available to us, the casino appears to operate without a valid licence and does not mention any Alternative Dispute Resolution (ADR) service in its T&Cs. Unfortunately, this means there is no recognised gaming authority or ADR provider to which I can refer you to escalate your case.

For the future, I recommend choosing established, well-reviewed and properly licensed casinos with a strong Safety Index rating to reduce the risk of encountering similar situations.

I am sorry that we could not be of greater assistance on this occasion.

Best regards,

Michal

Casino Guru