Lolly Bet Casino - La cuenta del jugador ha sido cerrada.

I deposited 100€ to lollybet won 3,500€ tried to contact support for increasing withdraw limit of 200€ per day, sent emails and opened multiple tickets: no answer. Then went on to make a review on trustpilot for help couple hours after posting the review they shutdown my account for violating terms of services? since making the withdraw requests and trying to get in contact with casino support i have 0 answers from anyone. Please help.

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.

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

When was the last time you tried contacting the casino customer support regarding the closure of your account?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I tried to upload KYC but they didnt verify before my account was deactivated, i only played slots with my raw balance and last time i tried to contact them was after they deactivated my account so yesterday. I linked a photo of what they said about the closure of my account but i know alot of players from my country that has deposited and withdraw winnings even without any KYC proof from this casino if you want more proof i can show.

Could you please let me know if you have ever used any VPN or IP-masking software to alter your real location while accessing the casino website?

Also, have you filled out your casino profile fully and correctly, including your residential address and phone number?

no active vpn while i was playing on the casino and yes i filled the forms correctly.

+ i know for a fact they had a affiliate from finland too...

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Ossiboi74,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Lolly Bet Casino to join the conversation.

Dear Lolly Bet Casino,

I would be grateful if you could share information about the closure of the player's account, as well as further details concerning the actions taken by the player that were deemed a violation of your rules, as your communication to the player is not really what I would describe as transparent. To my knowledge, Finland is not a restricted jurisdiction for your casino, and when I access your webpage from a Finnish IP address, the sign-up form automatically offered Finland as the country, and the phone prefix country code was Finnish as well:

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru

Thank you very much Michal i havent been able to get a response from lollybet, i really hope this will take things further.

I dont think they will reply, what other ways is there to get in contact with lollybet?

and what will happen if they just dont respond?

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 Ossiboi74,

I have tried to contact the casino repeatedly but have had no success. 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. 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 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