Lolly Bet Casino - La cuenta del jugador fue reabierta después de la solicitud de cierre.

ID:1*******24

Hello, I asked in July to close my account permanently because I told them I had a gambling addiction, and they reopened it without any problem. I have lost around €2,500. I ask for the money I lost to be returned to me.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lolly Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account currently closed?
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you contacted the casino and asked for a refund due to failed player protection?
• Has the casino responded to your refund request already? What did the casino reply? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

If your account is currently still open, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Lolly Bet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@lolly-bet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi Tomás, thanks for the help. I'll get back to you.

1 - It's not closed. For some reason, they ignore me even though I told them it would be closed forever. They keep it open, wasting money, since I'm a gambling addict. I've had about €2,500 since July, when I said "Don't open it again," and they still reopened it for me without a problem.

. 2 - Yesterday, September 20, 2025, they let me deposit.

3 - I haven't told them anything, to be honest, because I think they won't listen to me. I need them to return all the money I've lost since I told them in July that I had a problem and was able to reopen the account without a problem.

4 - I haven't told them anything. I can tell you that they ignore emails a lot and their customer service is terrible, but I attach the screenshots where the permanent self-exclusion occurred, that's why I'm claiming my €2,500.

Okay, as soon as I write you this message, I will send you another email with you attached requesting my self-exclusion forever.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of Lolly Bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hi, okay, but please I need help and I trust in God that this will turn out okay.

Dear Kevin7,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Lolly Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Lolly Bet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account - previously closed due to a gambling problem in accordance with your self-exclusion policy - was reopened, allowing the player to deposit and play at your casino?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kevin7,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo

Hello Everyone,

At the request of Kevin7, we have reopened this complaint to allow one final opportunity for resolution and to assist both parties in reaching a satisfactory outcome.

Based on the information currently available, it appears that the player’s account was not properly closed in accordance with the self-exclusion policy.

Dear Lolly Bet Casino,

Could you please address this matter and clarify why the player’s account access was not permanently restricted, despite multiple self-exclusion requests and the player’s clearly expressed gambling-related issues?

Thank you for your cooperation. We look forward to your response.

I want the 4,000 euros back. It's almost the same amount I lost from the moment I decided to stop gambling. Because until recently, I was still gambling. Now I don't even have enough to feed my son.

Dear Kevin7,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo