Lolly Bet Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

Account closed after withdrawal request — balance confiscated without warning

My account was suddenly closed by Lollybet right after I requested a withdrawal of my winnings. The only explanation given was: "We do not accept players from your country (France)."

However:

The website allows French residents to register, with "France" clearly listed during sign-up.

I was able to deposit, place bets, and receive several promotional offers without any restriction or warning.

Only after winning and asking for withdraw, they invoked jurisdiction issues and confiscated my remaining balance.

This is a dishonest and manipulative practice, showing a total lack of fairness and transparency.

Since 11 days I am emailing their support asking for transferring my funds to my bank account, I did not receive any answer from them.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify if you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• Have you passed the KYC verification, please?
• Have you accumulated your winnings with the help of bonus, please?
• Kindly forward me the communication between you and the casino regarding the closure of your account at katarina.d@casino.guru.

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

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Katarina,

thank you for your answer,

• I am located in France and I was using a VPN on FRANCE to protect my connexion.
• I was not asked any KYC verification
• I was offered a welcome bonus and yes I played it
• I just sent you an email with all the documents

thank you very much for your help!

Florence

Hello,

thank you for your message and email.   

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino, please?
• Do I understand correctly that you have never had any successful withdrawals with this casino, please?

Looking forward to your reply,

Katarina

Hello Katarina

thank you for you message

• I played only on sport betting
• I registered in this casino on May 11th
• I never had any succesful withdrawal with this casino

Florence

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you flo6060 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lolly Bet Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

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 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 and submit a complaint to them through the validator on the casino website (validator link). 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter