Lolly Bet Casino - プレイヤーの撤退は拒否されました。

The casino has completed KYC and has had successful withdrawals in the past.

However, all of a sudden my withdrawals are being denied.

The reason is stated as needing KYC, but KYC is completed on my account.

Furthermore, support does not answer any questions about what documents are needed in the first place, and is blaming live chat and email support for the problem.

The email support is out of touch and the correspondence with the live chat is already gone and cannot be submitted.

Dear andandjonnyx,

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

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

• How have you been notified about the need for additional KYC? (live chat, email, notification of a cashout request)
• Could you please share screenshots illustrating the situation and your interaction with the casino here or to my email at tomas@casino.guru ?
• Have you achieved your winnings with the help of promotional money?
• Could you please list which documents you submitted in the past to successfully verify your 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,

Tomas

Withdrawal was denied and upon reviewing the transaction, there was a statement that KYC was required.

There is already no correspondence left with the casino. Live chats are not saved and email support is out of touch.

In the past we have submitted ID cards, proof of address, and documentation regarding the virtual currency wallets we used.

Please send me your interaction with the casino you saved, when attempting to resolve the issue. I apologize for the inconvenience.

If you haven't saved any communication, kindly contact the casino again and let us know about the result.

My email is tomas@casino.guru

I have sent several emails to the casino but have not heard from them in over a month.

The withdrawal has just been approved. Apparently the casino was mistaken that KYC was required.

Thanks for the update.

Has the money reached you? May we consider the issue resolved?

yes

Dear andandjonnyx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru