Lolly Spins Casino - El jugador enfrenta retiros retrasados.

Good morning,

I would like to complain about this casino.

At the moment I can't make any withdrawals because they tell me I've exceeded my monthly withdrawal limit. That's a lie!

I'm shown 10,000 euros of monthly withdrawals at my player level, and the terms and conditions also show the highest amount I've ever made... In other words, everywhere I go I'm presented with amounts higher than what I haven't yet withdrawn. I send you a printout of my VIP status where they AFFIRM that my withdrawal is 10,000 euros a month.... It doesn't say: "UP TO 10,000 euros"... They say it's 10,000 euros!

Bom dia,

venho apresentar a minha reclamação deste casino.

Neste momento não consigo fazer saques porque me dizem que eu já excedi o limite de levantamentos mensais. Mentira!!

São me apresentados no meu nível de jogador 10mil euros de saques mensais, nos termos e condições também apresentam o valor mais elevado do que eu já fiz... Ou seja, em todo o lado me apresentam valores superiores ao que eu ainda não levantei. Envio print do meu status VIP onde me AFIRMAM que a minha retirada é de 10mil euros mensais.... Não diz: "ATÉ 10mil euros"... Afirmam que são 10mil euros!

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Hello,

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

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

• Do I understand correctly that you can't even request a withdrawal currently? Was your withdrawal request canceled due to the reasons you are describing?
• Have you contacted casino support in order to confirm the reason why it's not possible for you to withdraw?
• Were you asked to submit documents for verification of your account?
• Since when have you been attempting to withdraw winnings from the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

I would like to inform you that they have changed my withdrawal limits and I have already been able to make the withdrawal. The point is that they don't tell you that the limits on the website are maximum, but that everyone has to ask kyc or their manager what the withdrawal amount is. They manage it individually. So anyone who starts playing at this casino should ask what their limits are, because the ones they have on their website are not correct.

Informo que alteraram os meus limites de levantamentos e já consegui fazer o saque. A questão é que eles não informam que os limites que estão no site são máximos, é que cada um deve questionar no kyc ou com o seu gestor, qual é o valor de saque. Eles fazem essa gestão individualmente. Portanto, qualquer jogar que comece a jogar nesse casino, questione quais são os seus limites, porque os que eles apresentam no site, não está correto.

Thanks for your reply and confirmation regarding your payout.

Sadly, we are unable to assist you with the particular issue you are describing, since we cannot penalize the casino or ask them to amend the practice of determining a payout limit. If in the future the casino won't process a payout according to its terms and conditions, or a payout is delayed, or you have any other issue with any online casino, don't hesitate to contact our complaint resolution center again.

Since we can't take further action, the complaint will 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.