Lolly Bet Casino - 決済が遅延しているとのクレームがあります。

Good evening, I played at the lolly bet casino, I won 500 euros, I tried to withdraw 150 the first time, the request was canceled, I tried to contact the casino support, but they did not answer in the email, in the whatsapp the phone number did not have whatsapp, the online chat only contains a robot, and I had trouble finding the whatsapp number for affiliates, In consecință, I contacted them on WhatsApp for affiliates, I asked why they did not give me the money, they said they had to verify the account, although it is indicated that it is not necessary to verify the account, for deposits, withdrawals or to play.

I gave them my documents on WhatsApp, they refused, they said I had to upload them to the site, I uploaded them to the site, at that moment, when it showed a pending verification, I had 500 euros, all the money disappeared from my player account right in front of me,

20:25:43 29-07-2025

-€500.00

Complete

manual

Speed

13:24:33 29-07-2025

-150.00 €

Respins

Instant bank transfer

Speed

you see in the canceled transactions 150 euros, complete 500, I never received these 500, lolly bet transferred my money to the lor bank account without any shame, they blocked me on WhatsApp, they no longer respond to messages, and I find myself without money, if I do not pay my winnings I will go to court, it is not possible that they steal the money like that in front of my eyes, it is the first time that something like this has happened to me.

During this I was uploading the documents for verification, they withdrew the amount of 500 euros from my player account, and sent the money as you see in the images, I don't know where, I respected the terms of the bonus, and I fulfilled the conditions of the bonus, after which I folosit the money to play and I won the 500 euros, once the turnover of the bonus was completed.

As you can see in the images, the account says it doesn't need to be verified to deposit, withdraw or play, and yet in the email it shows that the first withdrawal request of 150 euros was canceled because the account needs to be verified, după having uploaded the documents for verification, they didn't look at my documents for several days, I deleted my documents from the site because I saw that they didn't want to verify my account and they stole my money in front of my eyes, I thought they wouldn't steal my identity too, at that time I filed a complaint with the National Police and the ANJ. During this I was uploading the documents for verification, they withdrew the amount of 500 euros from my player account, and sent the money as you see in the images, I don't know where, I respected the terms of the bonus, and I fulfilled the conditions of the bonus, after which I folosit the money to play and I won the 500 euros, once the turnover of the bonus was completed.

My complaints are active. As you can see in the images, the account states that it does not need to be verified to deposit, withdraw or play, and yet in the email it shows that the first withdrawal request of 150 euros was canceled because the account needs to be verified, după having uploaded the documents for verification, they did not look at my documents for several days, I deleted my documents from the site because I saw that they did not want to verify my account and they stole my money in front of my eyes, I thought they would not steal my identity too, at that time I filed a complaint with the National Police and the ANJ. During this I was uploading the documents for verification, they withdrew the amount of 500 euros from my player account, and sent the money as you see in the images, I don't know where, I respected the terms of the bonus, and I fulfilled the conditions of the bonus, after which I folosit the money to play and I won the 500 euros, once the turnover of the bonus was completed.

Bonsoir, j'ai joué au casino lolly bet, j'ai gagné 500 euros, j'ai essayé de retirer 150 la première fois, la demande a été annulée, j'ai essayé de contacter le support du casino, mais ils n'ont pas răspunsu dans l'email, dans le whatsapp le numéro de téléphone n'avait pas whatsapp, le chat en ligne ne contient qu'un robot, et j'ai eu du mal à trouver le numéro whatsapp pour les affiliés, En consecință, je les ai contactés sur WhatsApp pour les affiliés, j'ai demandé pourquoi ils ne me donnaient pas l'argent, ils ont dit qu'ils devaient vérifier le compte, bien qu'il soit indiqué qu'il n'est pas nécessaire de vérifier le compte, pour les dépôts, les retraits ou pour jouer.

Je lor ai donné mes documents sur WhatsApp, ils ont refusé, ils ont dit că je devais les télécharger sur site, je les ai téléchargés sur le site, à ce moment-là, quand il a montré une vérification en attente, j'avais 500 euros, tout l'argent a disparu de mon compte joueur juste devant moi,

20:25:43 29-07-2025

-500,00 €

Complet

manual

Debit

13:24:33 29-07-2025

-150,00 €

Respins

Transfer bancar instant

Debit

vous voyez dans les transactions annulées 150 euros, complet 500, je n'ai jamais reçu ces 500, lolly bet a transféré mon argent sur le lor compte bancaire sans aucune honte, ils m'ont bloqué sur WhatsApp, ils ne répondent plus aux messages, et je me retrouve sans argent, și je ne paie pas mes gains j'irai au tribunal, ce n'est pas possible qu'ils volent l'argent comme ça sous mes yeux, c'est la première fois que quelque chose comme ça m'arrive.

Pendant ce je téléchargeais les documents pour vérification, ils ont retiré le montant de 500 euro de mon compte joueur, et ont envoyé l'argent comme vous le voyez sur les images, je ne sais pas où, j'ai respecté les termes du bonus, et j'ai rempli les conditions du bonus, après quoi j'ai folosit l'argent pour jouer et j'ai gagné les 500 euros, une fois le chiffre d'affaires du bonus terminé.

Comme vous pouvez le voir sur les images, le compte indique qu'il n'a pas besoin d'être vérifié pour déposer, retirer ou jouer, et pourtant dans l'e-mail, il montre que la première demande de retrait de 150 euros a été annulée car le compte doit être vérifié, după avoir téléchargé les documents pour vérification, ils n'ont pas regardé mes documents pendant plusieurs jours, J'ai supprimé mes documents du site car j'ai vu qu'ils ne voulaient pas vérifier mon compte et ils ont volé mon argent sous mes yeux, je pensais qu'ils ne voleraient pas mon identité aussi, à ce moment-là, j'ai déposé une plainte auprès de la police nationale et de l'ANJ. Pendant ce je téléchargeais les documents pour vérification, ils ont retiré le montant de 500 euro de mon compte joueur, et ont envoyé l'argent comme vous le voyez sur les images, je ne sais pas où, j'ai respecté les termes du bonus, et j'ai rempli les conditions du bonus, après quoi j'ai folosit l'argent pour jouer et j'ai gagné les 500 euros, une fois le chiffre d'affaires du bonus terminé.

Mes plaintes sunt actives. Comme vous pouvez le voir sur les images, le compte indique qu'il n'a pas besoin d'être vérifié pour déposer, retirer ou jouer, et pourtant dans l'e-mail, il montre que la première demande de retrait de 150 euros a été annulée car le compte doit être vérifié, după avoir téléchargé les documents pour vérification, ils n'ont pas regardé mes documents pendant plusieurs jours, J'ai supprimé mes documents du site car j'ai vu qu'ils ne voulaient pas vérifier mon compte et ils ont volé mon argent sous mes yeux, je pensais qu'ils ne voleraient pas mon identité aussi, à ce moment-là, j'ai déposé une plainte auprès de la police nationale et de l'ANJ. Pendant ce je téléchargeais les documents pour vérification, ils ont retiré le montant de 500 euro de mon compte joueur, et ont envoyé l'argent comme vous le voyez sur les images, je ne sais pas où, j'ai respecté les termes du bonus, et j'ai rempli les conditions du bonus, après quoi j'ai folosit l'argent pour jouer et j'ai gagné les 500 euros, une fois le chiffre d'affaires du bonus terminé.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

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.

Hi Dominika, no, i dont get any money not even one euro, sorry for late answer, i been in hospital.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please specify the bonus you used, the games you played with the bonus, and after completing the wagering requirements?

Are you still able to log into your player account, or has it been closed/blocked?

Were you officially verified before the €500 was withdrawn from your account, or was the verification still pending?

Can you please provide a bank or payment account statement confirming that you haven’t received the €500?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dominika, bonus was 10 euro and wager, so i made that wager, then all money was ableto be cashout, i sent first time 150 to cashout, but they closed as say need account verify, but in they website wrote account n ot need be verified for play, cashout or deposit, so they no want even to watch my documents, and just took all 500 euro from my account, that is not normal, was my winings, cant just take like that from my account without any reason, i remember i did try to cashout all 500 but cant as appear one error message, so when i sent mail to them and with screen capture, they no answered, i told now cant cashout my money becouse that error, after told that, in next second they of fear to me not cashout that 500, steal the money imediatly from my account.

Have here all screenshot.

And others here.

They took all the 500 euro, and let in my account 37 cents and later i saw remain only 7 cents, idk why they no took the 7 cents too, also lying without any proofs i have multiple accounts, i seen on internet they use that lie with multiple accounts for everyone when want to cashout., i have only one account there if they say i have multiple, need to offer proofs with the sam ip and many proofs not lies without any proofs.

But i know good, lolly bet, never pay money to winners, i read all internet, a lot of players was frauded by lolly bet, they practic steal my money direct in front of my eyes from my account, what casino doing that?, i did play full night without sleep.

Dominika i sent you by mail bank extract for last 6 months.

The account i made special that time for lolly bet, but i sterted to use from august.

But i think you need ask them to proof as pay me in any from my account like bank extract, how i sent too, they will cant, cause no paid me even 1 euro.

Dear player, could you please kindly send me all the communication you’ve had with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Was your account successfully verified, or was the verification still pending when your balance disappeared?

Please specify exactly which bonus you used and, if possible, send me a link to the bonus offer or describe its conditions. Let me know what games you played both during and after completing the wagering.

They dont talk, they no answer never, so i dont have any conversations.

About acc verifications, i answer before to that too, they dont want to verify any account if you watch in that pictures will see what wrote there, no need verify acc for play, deposit or cashout, but, i still was add my documents, and they no want to watch to my documents or to verify, money dissipear from my account when i try to cashout, they just steal it inmstant for me cant request cashout, all thisa details i did told you before, i will close this complain, honestly, im tired and i have so much to di in my reality, cant waste time and keeping on answer to exactly same questions, anyway take long time this joke.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika