Lolly Bet Casino - プレイヤーの暗号通貨および銀行振込による引き出しが遅れています。

Hello,

The casino has "lost" my money during the withdrawal process.

I requested a withdrawal via cryptocurrency Litecoin, as I was able to select it in good faith on the website.

Since the withdrawal hadn't arrived after 4 days, I made an inquiry.

They said that my money is gone because the payment system automatically withdrawals in ETH, and I had provided an incorrect address...

I DEPOSITED via Litecoin.

This is therefore a lie.

Screenshots are attached.

Additionally, I requested a withdrawal of 1000€ via bank transfer.

This money has also not arrived, and my inquiries are no longer being addressed.

I kindly ask for your assistance in this matter.

Best regards,

Hallo,

das Casino hat mein Geld bei der Auszahlung "verloren".

Ich habe eine Auszahlung via Kryptowährung Litecoin angefordert, da ich das in gutem Glauben auf der Website auswählen konnte.

Da die Auszahlung auch nach 4 Tagen noch nicht da war, habe ich nachgefragt.

Dort hieß es, mein Geld wäre weg, weil das Zahlungssystem automatisch in ETH auszahlen würde und ich deshalb eine falsche Adresse angegeben hätte...

Ich habe per Litecoin EINGEZAHLT.

Das ist also gelogen.

Sceenshots sind angefügt.

Zusätzlich habe ich eine Auszahlung über 1000€ per Bank angefordert.

Auch dieses Geld ist nicht bei mir angekommen und auf meine Anfragen wird gar nicht mehr eingegangen.

Ich bitte Sie mir in der Sache zu helfen.

Mit freundlichen Grüßen

Dear DeKre96,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with the casino’s withdrawal process.

To help us better understand and resolve your situation, could you please provide some additional details?

• Could you clarify the exact date and time you requested the withdrawal via Litecoin and the bank transfer?
• Have you received any confirmation or transaction IDs for these withdrawal requests?
• Have you received any communication from the casino support team regarding the status of your withdrawals, apart from the information you mentioned?

Could you provide screenshots or any relevant documents that show the withdrawal requests and the responses from the casino in better quality?

If you have any relevant communication or documentation, please forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I have forwarded all emails to you.

I requested the bank transfer on 06:56:37 04-06-2024.

Crypto at 03:43:50 10-06-2024.

I have not received anything other than the information you provided.

I thank you in advance

Hallo,

ich habe Ihnen alle Mails weitergeleitet.

Die BAnküberweisung habe ich am 06:56:37 04-06-2024 angefordert.

Krypto am 03:43:50 10-06-2024.

Außer den Ihnen zur Verfügung gestellten Informationen habe ich nichts erhalten.

Ich danke Ihnen im Voraus

Thank you very much, DeKre96, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, DeKre96,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear LollyBet Casino team,

Could you please look at the player's issue and provide us with a detailed explanation of what happened there?

What are the statuses of both the user's crypto and bank transfer withdrawals?

If needed, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Dear DeKre96,

I was in contact with the casino and was told that your crypto withdrawal was lost because you made a mistake in entering your crypto e-wallet address during the withdrawal, however, the withdrawal by bank transfer should have been made successfully and allegedly received by you. The casino sent me a confirmation from their internal system that the bank transfer was done without errors.

I contacted them back asking for further details, and I am waiting for their response.

In the meantime, can you please provide me with the following:

• LTC e-wallet you used for deposit(s)
• The e-wallet you filled out upon making a withdrawal and a way how you did it - it looks like you made a withdrawal via a different crypto, and put your LTC e-wallet there
• IBAN of the bank account to which your bank transfer was requested + bank statement with all transactions or credited transactions from June 4, 2024, until now
• A screenshot of your casino account cashier/withdrawals section with available payment methods for withdrawals (especially LTC as a separate payment method available for a withdrawal), however, with the casino website link/logo/your casino account ID at LollyBet Casino clearly visible in the screenshot(s) (one of your screenshots above shows BTC withdrawal and only a currency LTC there, not a LTC withdrawal option) + the same screenshot but from the deposits section

Hello,

I made no mistake with my crypto withdrawal.

This is simply a false claim.

I was told by the casino that it was my own fault because their system does not accept LTC payments.

You can see that the opposite is the case in the screenshots I sent you...

This is a current screenshot from my account.

In the dropdown menu you can select LTC and a green check mark even appears on the wallet address.

If this is displayed to me, I do not automatically assume that withdrawal via the currency is not possible.

For bank withdrawal,

I have to apologize.

I checked from June 7th onwards and a payout was actually made on June 4th.

Hallo,

ich habe keinen Fehler gemacht bei meiner Kryptoauszahlung.

Das ist schlichtweg eine Falschbehauptung.

Mir wurde seitens des Casino gesagt, ich seiselber Schuld, weil deren System gar keine LTC-Zahlungen akzeptiert.

Dass das Gegenteil der Fall ist, können Sie auf den Screenshots sehen, die ich Ihnen geschickt habe...

Das ist ein Screenshot aktuell aus meinem KOnto.

Im Dropdown Menü kann man LTC auswählen und es erscheint sogar ein grüner Haken an der Wallet-Adresse.

Wenn mir das so angezeigt wird, gehe ich nicht automatisch davon aus, dass die Auszahlung über die Währung nicht möglich ist.

Zur Bankauszahlung,

ich muss mich entschuldigen.

Ich habe ab dem 07.06. geschaut, tatsächlich wurde eine Auszahlung am 04.06. durch geführt.

Alright, DeKre96. Thank you for the additional information and confirmation. The disputed amount was updated accordingly.

However, in your screenshot, there is an Ethereum payment method selected, not LTC, and above, you provided BTC instead of LTC. Do I understand correctly that you requested your crypto withdrawal like in the screenshot?

Can you provide me with a screenshot of all available payment methods from the deposits section?

Yes, the payout method is selected.

However, you also have the option to select other currencies via the drop-down menu.

So I assumed that this was possible.

You will see this regardless of the coin you choose (payout)

There is no warning anywhere that LTC does not work and I know from other providers that such items are then generally listed as "crypto".

Ja, die Auszhalungsmethode ist ausgewählt.

Allerdings hat man über das Dropdown-Menü die Möglichkeit auch andere Währungen auszuwählen.

Daher bin ich davon ausgegangen, dass das möglich ist.

Das sehen Sie unabhängig von dem gewählten Coin (Auszahlung)

Es gibt nirgendwo einen Warnhinweis, dass LTC nicht funktioniert und ich kenne das von anderen Anbietern, dass solche Posten dann allgemein auch als "Krypto" geführt werden.

Yes, it is clear how you probably requested your withdrawal. However, I would say it is also clear that choosing a BTC payment method requires a BTC e-wallet, an ETH payment method requires an ETH e-wallet, etc. If you choose a different currency, it does not mean you can put a different e-wallet there.

Can you provide me with a screenshot of all available payment methods from the deposits section?

Here please.

Hier bitte.

Thank you, DeKre96.

You claimed earlier that you made a LTC deposit - how did you make it, please?

Can you additionally provide me with a screenshot of your transaction history (from the casino account), where it is clear that you made a successful LTC deposit?

I checked again and I was wrong, it was USDT.

But that is completely unrelated to that and I don't think it's okay that you are trying to turn the whole thing around.

I would never have chosen LTC as a payout if I hadn't seen it as shown.

Ich hab jetzt nochmal geschaut, ich habe mich vertan, es waren USDT.

Aber das ist doch völlig unabhängig davon und ich finde es nicht ok, dass Sie hier gerade versuchen, das ganze umzudrehen.

Ich hätte doch niemlas LTC als Auszahlung gewählt, wenn ich es nicht wie abgebildet gesehen hätte.

Thank you, DeKre96, for all the provided information.

I am sorry if you have a feeling I was trying to "turn the matter around". It was not a purpose at all.

However, I dare to disagree with the claim in your last post. Partially I agree with the fact the casino's cashier section is quite unintuitive/misleading and is not completely clear, on the other side, since you kept claiming you deposited via LTC, so you were convinced about it, you would not have requested a withdrawal via LTC at all this way if you had not thought that, and you could have asked the casino customer support about it if you had not been sure about how it works.

It would make no sense if the casino would have it set up like this intentionally or to somehow mislead players during the withdrawal process on purpose. The funds were likely sent by the casino and debited from its payment method, so they would not gain anything this way at all. All withdrawals requested like this would be lost. To be honest, after all the gathered information and details, I would say it is partially a problem with the casino's cashier settings and interface. It should not be possible to request a withdrawal in an incorrect way without any announcement, additional/sufficient information about possible consequences, or additional control on the casino's side. On the other side, as I mentioned, the mistake occurred mainly on your side, and you even did not deposit via LTC.

Anyway, I asked the casino for more details, and I am waiting for their email.

Just one last request, DeKre96 - please provide me with the complete LTC e-wallet address you used for the withdrawal in question. You can send it directly here (the post will be hidden from the public) or to my email (branislav.b@casino.guru).

Dear LollyBet Casino Team,

Please look at my last email regarding the matter, sent on June 30, 2024, and provide me with the requested details.

Since the complainant confirmed the bank transfer was successful, it is not necessary to answer questions regarding it.

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 DeKre96,

The casino has not replied to me regarding the matter at all. However, I do not have good news for you.

Despite my previous post, in the meantime, I also discussed the matter internally, and considering all the circumstances and details we were able to gather, we decided not to decrease the casino's rating, and the complaint will be closed/rejected.

Unfortunately, as I indicated earlier, although the casino's cashier interface is not completely clear, several important facts play against you:

• As you might know, it is an industry-standard rule that in online casinos, withdrawals should be made to payment methods used for deposits, or divided proportionally accordingly, and in specific circumstances, casinos are able to pay via an alternative payment method - upon an agreement between a casino and a player
• From the beginning, you claimed that you made a deposit via LTC, which later turned out to be untrue
• Based on the previous 2 points, there was basically no reason to request a withdrawal via LTC (which is not available at the casino cashier as a separate payment method at all), and you very likely did it only because you thought you made a deposit via LTC
• You chose the ETH payment method upon withdrawal (which could indicate you were even aware of the deposit made via ETH), while there were 2 main fields to be filled out - "Currency" and "Wallet address"; logically, even if the casino's options for "Currency" make no much sense, filling out those fields as you did makes no sense either, and if it was filled out correctly, with your valid ETH e-wallet, everything would have been alright
• You were the one who filled in all the details upon the crypto withdrawal in question, and the casino processed it accordingly as soon as possible
• At any point, you could have asked the casino Customer Support for details and instructions if anything was unclear to you

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. Alternatively, you can try to ask the casino Customer Support about possible solutions.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru