Lolly Bet Casino - La cuenta del jugador permanece abierta contra su voluntad.

Good afternoon,

This betting house knows about my addiction and I've asked them a million times to close my account, and they've allowed me to play by giving me bonuses that I couldn't refuse. Since I seriously requested it by email, I've deposited €1,500 or more.

Please return what I have played since then.

Buenas tardes,

Está casa de apuestas sabe mi adicción y les pedí millones de veces que cierren mi cuenta, y han permitido que jugase dándome bonos que no podía decir que no, desde que lo solicité seriamente por correo he depósitado 1500€ o más.

Ruego me devuelvan lo jugado desde entonces.

Dear Juan2287,

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support via live chat or email after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information with my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Juan2287,

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.

Player sent an email to close his account at Apr 22, 2025, 01:40 AM.

Player's account was closed at Apr 22, 2025, 03:08 AM.

Player sent an email to re-open his account at Apr 22, 2025, 08:38 PM.

Player's account was reopened at Apr 22, 2025, 09:40 PM.

In ther above mail player states that he has no gambling problems and his decision is his own responsibility and he is fully acknowledged with it.

Player then came up at May 10, 2025, 08:41 PM asking for a bonus, and he received a bonus.

Right after he received the bonus, at May 11, 2025, 12:40 AM he came up back to the same email stating that he is excluded from playing and he has gambling problems and he is not allowed to play, while previously stated differently.

Player's account was permanently blocked at 11.05.2025 01:54:09.

As obviously shown, the player made an attempt to use the logic of reopening the account and then complain in a random time that he is not allowed to play, asking for a refund, while he previously sent an email where he agreed and stated the following:

You should be aware that reopening your account in LollyBet is your own responsibility and request. Do you confirm that?

Yes

By requesting to reopen your LollyBet account, you confirm that you do not have gambling problems, you did not close your account due to gambling issues, you are not currently facing any gambling problems, and you are not registered with any anti-gambling organizations. Do you confirm this?

Yes

By reopening your account, you acknowledge that you are aware of the risks of gambling online with real money and that you are fully responsible for the outcomes of your gaming activities. Do you confirm this?

Yes

I would like to reopen my account under the email makare19@hotmail.com. I have answered all the previous questions on my own, and this email is entirely my own request. LollyBet reserves the right to reopen my account based on this email.

At all times as we can see the player was closed almost immediately, upon his first request or upon his secondary statement that he is blocked from playing and gamble addicted, while claiming bonuses and communicating just fine with the support team.

Therefore, the player is actually trying to claim refunds here in a tricky way but records show our responsibility to this matter, therefore, we kindly ask you to close this complaint. For all the above we have proven records.

Thank you

Everything is in court, no problem.

They have also cut off all communication with me, not responding to emails and blocking me.

Se encuentra todo en vía judicial, no hay problema.

A parte han cortado todas las comunicaciones conmigo, no respondiendo a correos y bloqueando me

Thanks to both parties for the explanation.

Dear Juan2287,

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.