Lolly Bet Casino - El retiro del jugador se retrasa debido a problemas de verificación.

First, they mocked me and said I had to wager three times the amount, then after a long wait for withdrawal, they said I had to go through verification because of $118. Now they are deliberately delaying my verification. They haven't looked at my documents for three days. They are doing this on purpose so that I lose my money in the meantime, but they won't get their way.

Dear Svetlana123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided, and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

The necessary documents were submitted on the very first day.

June 16

Which documents did you provide?

Have any of your documents been checked by the relevant department in the meantime?

Passport, bank statement (to confirm address), selfie with document; they haven't reviewed them for 10 days on purpose.

Thank you for your response. Please forward me all the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

Sent

Thank you for your email. Could you please clarify if you had any problems with the upload of your documents? In one of the chats you shared with us, it seems there was an issue with an unsupported file extension. Have you made sure to send all your documents in the correct format? If possible, kindly share with me the documents you sent to the casino at veronika.f@casino.guru. Thank you for your patience and cooperation.

Sent

Thank you very much, Svetlana123, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Svetlana123,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lolly Bet Casino representative to join this conversation.

Dear Lolly Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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 safety index 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 via the license seal from the casino page (https://verification.anjouangaming.org/validate?domain=lolly-bet.com&seal_id=e0de22a71bb2d4cc4c59666ec692d67fc1f3203fc9079a87fcac61215e0b8c819519350205aefdeece5c49ac5575d03f&stamp=11e2d974e3280cb1ea8fa320ffb378cb) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

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

Best regards,

Mirka Dubasova

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 Svetlana123,

Could you please confirm, if you were able to meet the casino's 3x wagering AML requirements, and provide supporting evidence, where it would be visible?

Thank you.

Dear Svetlana123,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru