Lolly Bet Casino - El jugador tiene un problema de retiro retrasado.

The casino is very bad. The daily withdrawal limit is 250 BRL. I requested 3 daily withdrawals of 250.00 BRL, they paid for 2 withdrawals and 1 is still missing, and many days have passed. I sent an email to the casino, and they responded that they had already paid, but they only paid for 2 withdrawals. The last one is still missing. I would like assistance with this case, please.

O casino muito ruim o levantamento diário ė de 250 BRL, solicitei 3 saques diários de 250,00 BRL, pagaram 2 saques e está faltando 1, e já se passou muitos dias, enviei e mail para o Casino eles responderam que já pagaram, mas pagaram apenas 2 saques está faltando o último, gostaria que me ajudassem nesse caso por favor.

Dear ericleo, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?

Thank you in advance for your reply.

Best regards, 

Kristina

Hi Kristina I requested the last withdrawal of the 3 withdrawals on 10/08/2024, yes I will wait the 14 days without any problems.

I just got ahead of myself since I received 2 withdrawals and the last one is taking 7 days so I decided to make a complaint, since the Casino did not identify their error.

Thank you!

Olá Kristina solicitei o último saque dos 3 saques no dia 10/08/2024, sim irei aguardar os 14 dias sem problemas.

Apenas me adiantei visto que recebi 2 saques e o último está demorando 7 dias então resolvi fazer uma reclamação, já que o Casino não identificou o erro deles.

Obrigado!

Hi Kristina I requested the last withdrawal of the 3 withdrawals on 10/08/2024, yes I will wait the 14 days without any problems.

I just got ahead of myself since I received 2 withdrawals and the last one is taking 7 days so I decided to make a complaint, since the Casino did not identify their error.

Thank you!

Olá Kristina solicitei o último saque dos 3 saques no dia 10/08/2024, sim irei aguardar os 14 dias sem problemas.

Apenas me adiantei visto que recebi 2 saques e o último está demorando 7 dias então resolvi fazer uma reclamação, já que o Casino não identificou o erro deles.

Obrigado!

Dear ericleo,

Have you received your withdrawal from the casino yet?

Hi Kristina, I still haven't received the last 250.00 BRL. I sent an email to Casino and they replied that my complaint was unfounded. They showed me their payment orders, but I haven't received the last payment order. I sent an email saying that there must have been a technical problem with the payment provider. I haven't received it yet.

If you like, I'll send you my bank statement.

Olá Kristina ainda não recebi o último de 250,00 BRL enviei e mail para o Casino eles responderem que minha reclamação é infundada, me mostraram as ordens de pagamento deles, mas eu não recebi a última ordem de pagamento, mandei e mail dizendo que deve ter havido algum problema técnico no provedor de pagamento, enviei inclusive meu extrato bancário e nesse último e mail não me responderam. Até a presente dada não recebi.

Se quiser lhe envio meu extrato bancário.

Thank you for your reply, ericleo. Could you please advise us on the current status of your missing withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi Kristina, I haven't received the last withdrawal so far. I've sent an email to the Casino and they insist that it has been paid out. I've even sent a bank statement saying that there was an error with the payment provider. I'll send my statement to the email address indicated, thank you!

Olá Kristina eu não recebi o último saque até o momento enviei e mail para o Casino, eles insistem que foi pago, enviei até extrato bancário dizendo que houve algum erro com o provedor de pagamentos. Vou enviar meu extrato no e mail indicado, obrigado!

Thank you very much, ericleo, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks Kristina.

Obrigado Kristina.

Dear ericleo, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact LollyBet Casino outside this complaint thread and let you know any new information once I receive it.

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 ericleo, 

thank you for your patience. I was recently in communication with the casino representative, who has expressed a willingness to investigate your case. I will ensure to keep you informed as soon as I receive any updates from them. In the meantime, should you have any pertinent information to share, please feel free to reach out to me.

Thank you Katarina for your attention to my case, I will be patient.

Obrigado Katarina pela atenção no meu caso, ficarei paciente.

Dear ericleo, 

thank you for your patience.

I have received confirmation from LollyBet Casino regarding the processing of your last withdrawal request dated August 10th. I kindly ask you to review your bank statements once more. If you do not observe the funds, please forward your bank statement from the date of the withdrawal request to the present to the casino. We would appreciate it if you could keep us informed of any new developments.

Hello Katarina my complaint is precisely because I have not received my account, and I have already sent the statements to you and to the Casino, I will not do the whole process again, Casino has my statement, they do not want to return my money no problem, thank you!

Olá Katarina minha reclamação é justamente por não ter recebido na minha conta, e já enviei os extratos para vocês e para o Casino, eu não vou fazer todo processo novamente, Casino tem meu extrato, não querem devolver meu dinheiro sem problema, obrigado!

Dear ericleo, 

I understand your frustration. I decided to doublecheck the bank statement you provided and I found some discrepancies. I sent you more detailed explanation via email. Please take a look at it.

Looking forward to your reply.

Dear ericleo, 

could you please contact the payment provider to inquire whether the payment has been processed on their end?

Katarina, I have already complained to the Casino, I have verified that the payment provider has not paid me, it is a lot of work, I no longer play in this Casino because of this error, and I will give up receiving the 180 BRL, thank you for your attention, until next time.

Katarina eu já fiz reclamação para o Casino , comprovei que o provedor de pagamento não me pagou, está dando muito trabalho, eu não jogo mais nesse Casino por causa desse erro, e vou desistir de receber os 180 BRL, obrigado pela atenção, até uma próxima vez.

Dear ericleo, 

do I understand correctly you would like to close this complaint?

I don't know which payment provider the Casino paid me to contact, and I've already sent my statement to the Casino proving that I haven't received my winnings, they haven't even replied to the email, so I don't think I'll receive any more, I've deleted the lollybet Casino and included it in my bad Casino list.

Come to think of it I will send a message to the payment provider to try to get paid.

Eu não sei qual o provedor de pagamento que o Casino me pagou para eu contactar, e já enviei meu extrato para o Casino comprovando que não recebi meus ganhos, eles nem responderam o e mail, então acho que não irei receber mais, exclui o Casino lollybet e inclui na minha lista de Casino ruim.

Pensando bem vou enviar uma mensagem ao provedor de pagamento para tentar receber.

Dear ericleo, 

you were paid via PIX. I highly recommend contacting them at your earliest convenience. Please keep us updated about any new development.

Dear ericleo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I sent an e-mail to the Casino to find out the payment provider but they didn't reply, so without information about the provider there's no way I can make a complaint.

Eu mandei e mail para o Casino para saber o provedor de pagamento mas eles não me responderam, então sem informações do provedor não tem como eu fazer uma reclamação.

Dear ericleo, 

you were paid via payment method PIX. Will you be able to contact them, please?

The pix method is the payment system in Brazil and there are several payment providers that work with pix.

Thank you Katarina for your attention.

Método pix é o sistema de pagamento no Brasil tem vários provedores de pagamento que trabalham com pix.

Vamos fazer o seguinte pode encerrar minha reclamação não estou jogando mais nesse Casino Lollybet pois nem e mail eles respondem, obrigado Katarina pela atenção.

Dear ericleo, 

I have reached out to the casino to inquire about the payment provider utilized in your case. I am currently awaiting their response and will inform you as soon as I receive further information.

Dear ericleo, 

is there any new development regarding this case, please?

Hello Katarina, you can close my case, I've given up, as I told you I'm not even playing in this Casino anymore and it's been a long time, and they don't answer my email either, let's close it, thanks for your attention.

Olá Katarina pode encerrar meu caso desisti, como lhe falei nem estou jogando mais nesse Casino e já faz muito tempo isso, e também não respondem meu e mail, vamos encerrar, obrigado pela atenção.

Dear ericleo, 

I will honor your request and proceed to close this complaint. I regret that I was unable to provide you with more assistance. Should you choose to reopen this case in the future, please feel free to reach out to me, and I will do my utmost to help you recover your funds.

We have formally rejected this complaint in accordance with the player's explicit request. We apologize for any inconvenience caused and for not being able to assist further on this occasion. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us. We are committed to supporting you.

All the best,

Katarina

We’ve reopened this complaint at the request of Lolly Bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear ericleo, 

hope this message finds you well.

We have received an evidence, provided by Lolly Bet Casino, that your withdrawal was processed at their end. Could you please confirm whether you have received your funds, please?

Looking forward to your reply.

Katarina

Hi Katarina, I've already sent you all the documents. I haven't received my winnings and I've already given up on this complaint. I'm not going to look for documents again.

If they're worried after all this time, it means there's been a mistake. They also showed me the receipt for the payment provider, but what good is that receipt if I showed them my statement and never received the withdrawal?

I don't want to continue with this complaint and have never played at this casino again.

Olá Katarina eu já lhe enviei todos os documentos não recebi meus ganhos e já havia desistido dessa reclamação, eles apresentaram o comprovante e eu lhe apresentei meu extrato naquela época. Eu não vou ficar procurando documentos novamente.

Se eles estão preocupados depois de tanto tempo quer dizer que teve algum erro, os comprovante eles me mostraram também deles para o provedor de pagamentos, mas o que vale esse comprovante, se eu mostrei meu extrato e nunca recebi o saque.

Não quero continuar mais com essa reclamação e nunca mais joguei nesse Casino.

We would like to assure the user that we have no concerns regarding this matter, aside from the potential impact on our reputation, which could decrease unnecessarily due to this complaint.

Furthermore, it is quite curious that three payments were processed in the same manner—two were received, while one was not. For all these transactions, we can provide the payment files with their unique IDs, confirming that they were processed correctly.

We recommend that the user contact their bank or directly reach out to the payment provider INTERKASSA through their official website for further assistance, as our platform has already processed their payment.

The claim that the money never reached their account is not a fault on our part. Even if we wanted to assist further, there is little we can do, as the funds were sent from our end to the user.

You don't have to worry because your score is already low, if your payment system doesn't work it's not my problem, I've already sent my statement to Katarina, I'm not going to argue with you or worry anymore, you and the payment provider can keep my money, do you think it's strange that I received 2 and 1 I didn't, if I had received it I wouldn't have opened this complaint, the money is small but it was mine. You're the one who has to hire the payment provider, not me. Katarina has already dropped this complaint, so please don't reopen it.

Você não tem preocupações pois a nota de vocês já é baixa, se o sistema de pagamentos de vocês não funcionam não ė problema meu, já enviei meu extrato para Katarina, não vou ficar discutindo com vocês nem estou mais preocupado, vocês e o provedor de pagamento podem ficar com meu dinheiro, você acha estranho eu ter recebido 2 e 1 não, se eu tivesse recebido não iria abrir essa reclamação o dinheiro é pouco mas era meu. Quem tem que contratar o provedor de pagamento são vocês não eu, Katarina já havia deixado de lado essa reclamação então por favor, não reabra mais.

We can assure you that the payment provider mentioned above is one of the most widely used among hundreds of casinos, especially for the Brazil region. Casino Guru is certainly aware of the credibility and validity of Interkassa as a trusted payment provider.

As previously advised, the same applies to the casino. The casino has no issue paying players for small amounts. However, since the transaction has already been processed, we are unable to assist further with this matter. We kindly recommend contacting your bank or the payment provider directly. Both the payments team and the provider’s internal back-office confirm that this payout was successfully completed.

So I've sent me the receipt from the payment provider that they paid me please the date and time, which I'll look up on my bank statement.

Então me enviei o comprovante do provedor de pagamento que eles me pagaram por favor a data e horário, que vou pesquisar no meu extrato bancário.

Please also send me the other 2 receipts from the payment provider, date and time.

Me envia também os outros 2 comprovantes do provedor de pagamento data e horário, por favor.

Thank you for your messages. I apologize for the delayed response. I was on sick leave and unable to reply.

Dear ericleo, 

have you checked your statements once again, whether you have received your funds, please?

Dear Lolly Bet Casino,

have you provided ericleo with the rest of the receipts for his deposits, please?

Hi Katarina, I'm glad you're back, I was checking the receipt they sent me, the amount is different from the withdrawal requested, I'm waiting for Casino to send me the other receipts so I can look for them on my statement, thanks.

Olá Katarina que bom que voltou, estava verificando o comprovante que me enviaram o valor é diferente do saque solicitado, estou aguardando o Casino enviar os outros comprovantes para eu procurar no meu extrato, obrigado.

Dear ericleo, 

thanks for the update, let's now await LollyBet casino's response.

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 ericleo, 

have you received any updates from the casino, please?

Hi Katarina, I haven't received any updates from the Casino, as you saw I had already let this complaint go, because the Casino was insisting that I had received it, and I didn't, they wanted to reopen the complaint and didn't send the documents we requested, this shows that they are wrong. As I told you, I got tired of this conversation with this Casino, and as I said in the count, in case of non-service they were in danger of marking the complaint as unresolved and negatively impacting their evaluation, so move on, thank you!

Olá Katarina não recebi nenhuma atualização do Casino, como você viu eu já tinha deixado para lá essa reclamação, pois o Casino estava insistindo que eu tinha recebido, sendo que não recebi, eles quiseram reabrir a reclamação e não enviaram os documentos que solicitamos, isso demonstra que eles estão errados. Como lhe disse cansei dessa conversa com esse Casino, e como disse na contagem, em caso de não atendimento eles estavam com risco de marcar a reclamação como não resolvida e impactar negativamente na avaliação deles, então segue em frente, obrigado!

Katarina, you've already postponed the count 3 times and it's going to 18 days.

Katarina voce já adiou a contagem 3 vezes vai para 18 dias, eles não respondem.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Anjouan Gaming Authority (https://verification.anjouangaming.org/validate?domain=lolly-bet.com&seal_id=e0de22a71bb2d4cc4c59666ec692d67fc1f3203fc9079a87fcac61215e0b8c819519350205aefdeece5c49ac5575d03f&stamp=2ede0367da476687390aea6ab4a584a4) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru).

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

The casino can reopen this case anytime.

Best regards,

Katarina