Lolly Bet Casino - A conta do jogador foi encerrada e os ganhos foram adiados.

Hello Gurus!

On the 9th of December 2024 I won $5662.00 on this Casino and ever since it has been a night mare to get paid my winnings.

They restricted my withdrawals to maximum 200.00 per day but they themselves did not respect their own terms as I would log in daily to withdraw my allowed amount but they would only pay once per week, sometimes even manually cancelling my withdrawals. We are now 5 months into this and noticed they stopped paying. I logged in today to find the website still operational but my account has been restricted without any reason or any e-mails explaining why.

This is literally theft to put it plain and in simple words and the fact that they are listed on your website was the only reason I had any trust to deposit my money with them.

I have attached a screenshot proving my account is disabled but unfortunately that is all I can provide as I no longer have access.

IF they choose to not respond to this complaint then I would hope they become black listed so other people do not get tricked into depositing with them!

thanks in advance for all the help and hope to hear from them soon!

Dear aucl89TT,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• When did you receive the last successful withdrawal, and when was the last time you accessed your casino account?

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

Best regards,

Kristina

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.

Hi Kristina! Thanks for replying, it is much appreciated!

to answer your questions:

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

-I was only playing slot games.

• Did you accumulate your winnings with or without an active bonus?

-Yes, I was using a casino slot bonus that they were offering me

• When did you receive the last successful withdrawal, and when was the last time you accessed your casino account?

-My last payment received was on April 21st, and I must have logged in a few days before that. Then Yesterday I tried logging in to see what was going on but that's when I found out my account had been restricted from logging in.

Thank you very much for your reply, aucl89TT. Have you tried contacting the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello! I don't have any further communications with Lollybet Casino. After live chat notified me that my account was disabled and to contact support for further questions as they were not answering the " WHY " in live chat I sent one unanswered e-mail asking why. More than that, I do not have anything else to share unfortunately.

Thank you very much, aucl89TT, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 aucl89TT, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out and account issues. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Lolly Bet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been restricted? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

We would like to inform you that the player's account was temporarily closed as part of a mass closure process related to two jurisdictional restrictions that Canada is not subject to.

This issue appears to be related to certain geo-segmented players, and we have found that at least 70 accounts were incorrectly closed due to this technical problem. The player's segmentation was incorrectly categorized under the wrong geographical region. As a result, an automated reply regarding jurisdictional restrictions was sent to the player.

We apologize for any inconvenience caused. Following a thorough investigation, the issue has now been resolved. Canadian players are fully eligible to play, and the user can continue to deposit and withdraw funds without any issues.

Regarding the user’s account, he has a total deposit of USD 347 and total withdrawals of USD 4,200. We kindly inform the player that he is required to complete a manual verification process through our verification system to ensure continued account security and compliance.

Hello! I appreciate the response and clarity on the situation. I have uploaded my I.D. document and my Proof of Address documents. I would ask that this complaint remain open until the balance of my winnings be paid as the representative from Lolly Bet Casino failed to address the constant failed payments which has significantly slowed down the withdrawal process. I have enclosed a screenshot of all the failed withdrawals which have resulted in this long process.

Thank you

No worries, aucl89TT, we always keep the complaints opened until players confirm everything has been sorted to their satisfaction.

I would also like to thank Lolly Bet Casino for the clarification, and reopening of the account. Could you please confirm once the KYC procedure has been done, and whether there are any other issues with processing the crypto withdrawals? Thank you very much.

We would like to inform you that your account is currently active. To proceed with withdrawal requests, you are required to complete the full verification process in accordance with our guidelines, available on the verification page.

Dear aucl89TT, please let us know once you finish the KYC procedure on your end. :)

Hello, I have sent in my bank statement as a proof of address. For some reason the Casino will not accept it. My boyfriend pays for everything else so I don't have any bills on hand. I am currently trying to get a hold of some old tax bills which won't be dated recently so I hope this does not become an issue.

Dear aucl89TT, usually casinos do not accept anything older than 3 months, in rare cases up to 6 months. Is there really not a single thing you pay on a regular basis? Like internet, mobile phone, Netflix subscription or something else online....?

Also is the address on your bank statement the same as the one you used for registration? Is evertyhing else - name, surname, etc. - the same and is the statement less than 3 months old?

Yes, My bank statement meets all criteria but I have now uploaded a recent credit card statement which is the only other thing I can think of which also meets all criteria. I will let you know if this has been accepted or not.

This is perfect. I will swap the timer your way, and please let me know once the document is either approved or rejected - we'll think of the next steps depending on the result. Fingers crossed it'll go well!

Well, I am at a loss for words. They rejected my credit card statement and declined my withdrawal for the second time. No specific reason was mentioned. This is very strange considering they paid me a portion without the documentation but now they're rejecting anything I give them.

We are quite confused by the player's statements. We have denied his verification documents because the player provided a bank statement as proof of address, which, according to our verification guidelines, is not accepted. Additionally, the player submitted a selfie verification that also did not comply with the guidelines, and therefore was not accepted.

The player was notified internally about the issues with his documents twice. He also received an automatic email from our system explaining the reasons for the denial. Furthermore, he contacted the support team and received a reply.

It is therefore very confusing that he now claims no reasons were provided.

Regarding his last question, please note that the casino is obligated to conduct full verification once a certain threshold of deposits or withdrawals is reached, in accordance with our license regulations and AML compliance. Since the user has reached this threshold, we have requested additional documents. We want to make it clear that we reserve the right to ask for further documentation if necessary, but we do not plan to do so currently.

We kindly ask the user to follow the verification guidelines and to refrain from complaints while his case is being processed.

Thank you in advance.

Dear aucl89TT, please let us know once you reupload the verification documents with the correct ones, for the casino to process. Thank you.

1. We are quite confused by the player's statements. We have denied his verification documents because the player provided a bank statement as proof of address, which, according to our verification guidelines, is not accepted. Additionally, the player submitted a selfie verification that also did not comply with the guidelines, and therefore was not accepted.

In response to this, My first document provided was a bank statement. The second document provided was my credit card statement. Both are completely different from each other. This Casino has rejected both of these so I don't know why they are acting as if I sent the same thing twice. Both are from two different financial institutions.

1. The player was notified internally about the issues with his documents twice. He also received an automatic email from our system explaining the reasons for the denial. Furthermore, he contacted the support team and received a reply.

I received no such e-mail explaining why my bank and credit card statement were rejected which is why I had to contact them. I have only received e-mails rejecting my withdrawals because verification failed. I would ask them to provide proof of these emails as they do not show up anywhere in my e-mails.

I have provided enough documentation that would suffice for any institution in Canada but for some reason is not enough to withdraw my winnings on this Casino that I have only ever made one ( 1 ) deposit on.

Also, the selfy picture requested has been declined and a new one has been uploaded and has been pending since before this representative from lollybet Casino replied yesterday.

The reason for this complaint is to help facilitate this process as it is very clear how difficult it is to pass this verification that seems to be more difficult then getting a Canadian Passport. I would ask this Casino to make an exception and allow my financial documents to pass as proofs of address because I do not pay for electric, I do not pay the rent, I do not pay for my phone. These expenses are paid for me so to ask me for a document that does not exist is quite impossible.

I have enclosed a screenshot of the pending 2nd selfy

They e-mailed me saying :

We can accept phone, water, or electricity bill only

We don't pay for water here in Quebec, Canada. which only leaves Electric and Phone neither of which that I pay for. When did paying these bills become a requirement to play online Casinos.

Their are many other ways to prove my address but these do not work for me.

Dear aucl89TT, to bring some clarity to the situation, so far the casino is not asking for anything out of ordinary. Using utility bills as proof of address has been an industry standards for years now. Do you have any bill that you pay yourself, that shows your name and address that you could potentially use? Maybe a phone bill, internet bill or some subscription service you use?

Dear Lolly Bet Casino, in your Terms & Conditions, point 6.2 it is stated you do accept bank statement as a proof:

6.2. What do I need to provide?

To verify your age we will accept one of the following documents:

• Passport (recommended)

• Driving license

• National ID Card

• Birth Certificate (verification takes up to 24 hours)

• Payment card (note that first 6 and last 4 digits should be visible and CVV should be hidden).

Card data shall not be collected and stored by Us without PCI DSS.

To verify your identity (KYC) we may need additional documents which could also include:

• Signed Credit Agreement

• Utility Bill (less than 6 months old)

• Bank Statement (less than 6 months old)

It doesn't say bank statement can't be used as a proof of address. Can you clarify, why in this case you can't use the bank statement as a proof of address, and what can the player do to speed up the verification process, please? As always, in case of sensitive information or need to share some internal files, you can reply to me via e-mail at matej.l@casino.guru. Thank you.

Your selfie was rejected. You did not follow the guidelines, which are clearly explained in the provided instructions and further demonstrated in the screenshots we attached. Despite this, the selfie upload does not meet the guidelines, and a utility bill or official government document has not been provided for Proof of Address (POA). We do not accept bank statements for basic POA. We may request a bank statement for additional verification purposes.

Thank you Lolly Bet Casino for the clarification. :)

Dear aucl89TT, since you mentioned you do not pay any utility bills yourself, could you provide tax statement as a proof of address, which is mentioned as an option in the screenshot above?

Hello to both parties. As ridiculous as this sounds I have called my electric company and spoke with my husband and will be applying my name to the electric hydro bill my husband pays for the sole purpose of getting verified on this casino, getting paid fully by this casino and NEVER playing with them again. THEN, I will remove my name. All of this, for you.

This is going to take a month until the next billing cycle.

to any future players reading this I suggest you play elsewhere. IT has been since DECEMBER 9TH 2024 that I have been trying to get my winnings paid in full with a max cashout of 200.00 and now an un-flexible verification process designed to filter out people who don't pay the bills the casino wants you to pay.

Dear aucl89TT, as you are in the process of getting the documents required for standard KYC verification procedure, I will be swapping the timer your way. Since you have stated this will take approximately a month, I will set the timer to 30 days. Please, let us know within this thread the moment you provide casino with the utility bill, to keep us updated with the current situation. Thank you.

Dear aucl89TT,

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.

I appreciate your patience. I am still waiting for the bill to come in my name. Please don't close this complaint I will update this thread in a day or so. Thank you

No worries, I will reset the timer and that will give you additional 14 days. Hopefully it can be all sorted by then and if not, we'll cross that bridge once we get there. :)

Just updating this thread to let you guys know I am still waiting on the bill. Thanks again for the patience in this matter.

hank you for coming back with an update. I will reset the timer for another 14 days to give you enough time to get it. ;)

Dear aucl89TT,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru

We’ve reopened this complaint at the request of aucl89TT. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Lolly Bet Casino, the player states that after uploading the requested documents, she is now asked to wager her winnings 3x to be able to initiate withdrawal. Can you please have a look and see what has happened, since last time all that was requested from your end, was passing the KYC? Thank you.

They are purposely or willfully ignorant. I spent extra time yesterday wagering my deposit of 350x3 = 1050 and lost a bit of of my winnings doing so even though I didn't have to.

I then submitted a new withdrawal and they rejected with the same excuse today.

I enclosed screenshots. At this point they are criminal. It is clear they were never going to pay and made me jump through hoops just to pass the time. They should be marked as a dangerous casino and authorities should be contacted.

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 aucl89TT,

I have tried to contact the casino repeatedly via e-mails and Teams, but 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, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej