Lolly Bet Casino - La cuenta del jugador está cerrada sin explicación.

Hello everyone,

I decided to share my situation with Casinos Guro to see if anyone has experienced something similar and can advise me on what to do.

On 03/10/2025, my account was blocked without warning, and I had a balance of €4800 from legitimate winnings.

I opened the account on 14/09/2025 and that same day I made two withdrawals of €200, which were credited to my bank account the following day (15/09/2025). I also made several deposits over the weeks, always without any problem or warning that the platform couldn't be used in Portugal.

When the blockage happened, I tried to contact customer support by email several times, but so far I've had no response.

My aim is not to attack the company, just to understand what happened and find a fair solution. I would like to know if anyone here has had a similar experience or if there is any way to recover the balance or clarify the situation with support.

Thanks in advance to anyone who can give some guidance or share their experience. 🙏

Olá a todos,

Decidi partilhar a minha situação com a Casinos Guro para tentar perceber se alguém já passou por algo semelhante e se me pode orientar sobre o que fazer.

No dia 03/10/2025, a minha conta foi bloqueada sem aviso prévio, e tinha um saldo de €4800 proveniente de ganhos legítimos.

Abri a conta no dia 14/09/2025 e, nesse mesmo dia, realizei dois levantamentos de €200, que foram creditados na minha conta bancária no dia seguinte (15/09/2025). Fiz também vários depósitos ao longo das semanas, sempre sem qualquer problema ou aviso de que a plataforma não poderia ser utilizada em Portugal.

Quando o bloqueio aconteceu, tentei entrar em contacto com o apoio ao cliente por email várias vezes, mas até agora não obtive resposta.

O meu objetivo não é atacar a empresa, apenas entender o que aconteceu e encontrar uma solução justa. Gostava de saber se alguém aqui já teve uma experiência semelhante ou se há alguma forma de recuperar o saldo ou esclarecer a situação junto do apoio.

Agradeço desde já a quem puder dar alguma orientação ou partilhar a sua experiência. 🙏

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi, I got the money without using bonuses, just with real money in the game 10 Burning Heart.

I did the verification process!

Olá, eu consegui o dinheiro com sem a utilização de bónus, apenas com dinheiro real no jogo 10 Burning Heart.

Eu fiz sim o processo de verificação!

Thank you very much for your reply. When was the last time you tried contacting the casino? Still no response? Could you 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.

The last time I tried to contact them was this week and I never got an answer. Plus they blocked me on whatsapp! I will forward all emails

A ultima vez que tentei entrar em contacto com eles foi esta semana e nunca obtive resposta. Além disso bloquearam-me no whatsapp! Irei reencaminhar todos os emails

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Thank you so much! Did the casino reply?

Muito obrigada! Houve resposta do casino?

Hello ritaramos05,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will try to contact the casino to see if I can help. However, I must let you know that Lolly Bet Casino stopped responding to us and apparently lost interest in cooperating with us in resolving player complaints we receive about their casino. Multiple complaints have already had to be closed as unresolved – no reaction. Consequently, a positive resolution of your case seems rather improbable; nonetheless, I will still make the effort to reach out to them.

We would like to invite LollyBet Casino to join the conversation

Dear LollyBet Casino,

I would appreciate it if you could provide clarification regarding your decision to cease processing the player's winnings, particularly in light of the fact that you had no issues accepting their deposits.

If the casino permits players from restricted countries to deposit funds and engage in gameplay, it is only fair that they also disburse winnings that have been earned legitimately.

At this juncture, not processing or confiscating the player's winnings appears to be unjust.

If there are any factors affecting this situation that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru.

That's fine with me

Por mim ta otimo assim

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.

Thank you, but do you think there's any chance of a resolution?

Obrigada, mas acha que tem hipótese se haver resolução?

Hello, I'm thinking of taking legal action against the casino. Do you think that's a viable option?

Olá, estou a pensar entrar na justiça contra o casino. Acham uma opção viavel?

Dear ritaramos05,

Sadly, I have not heard back from the LollyBet team. They still have some time to respond until the timer runs out, but as I informed you previously, they stopped responding to us and apparently lost interest in cooperating with us. Although we have a reputable authority status in the industry, we cannot force them to cooperate with us in resolving their customer complaints. Multiple complaints have already had to be closed as unresolved – no reaction, which reflects in the LollyBet Casino's LOW safety index rating.

If you want to eslacate your case further, you can contact the Anjouan Gaming Authority (AOFA) and submit a complaint to them through the validator at the bottom of the casino website (validator link) and fill out the "File a complaint" form. Our article about Licensing Authority – Anjouan Gaming | Casino Guru might be useful for you. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

Dear ritaramos05,

Unfortunately, I have not heard back from the LollyBet team at all despite my multiple attempts. I’m afraid there is not much that can be achieved without cooperation from their 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 and resolve your case, we will reopen the complaint, and you will be notified by email.

As I mentioned previously, if you want to pursue your case further, you can contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

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

Best regards,

Michal

Casino Guru