Lolly Bet Casino - Гравцеві було відмовлено у виведенні коштів через підозру на дублювання облікових записів.

Hello,

The casino is refusing to pay out, claiming that I have connections to certain email addresses and therefore have a duplicate account.

I asked how this suspicion arose but received no answer, and every payout is being denied.

Can you help me with this?

Guten Tag,

das Casino zahlt nicht aus, weil es behauptet ich hätte Beziehungen zu irgendwelchen Email Adressen und damit einen Doppel-Account.

Ich habe gefragt, wie dieser Verdacht entsteht und bekomme keine Antwort, aber auch jede Auszahlung wird verweigert.

Können Sie mir hier helfen?

Dear RaBe72,

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. 

• Could you please advise how long have you been a player of the casino? 
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Hello,

I started there about 2 months ago.

Actually, there is no possibility...

Yes, I passed KYC, so I'm surprised that I'm suspected of having a duplicate account.

I have placed sports bets and also played casino.

Yes, the current account balance was achieved proactively with a bonus.

Hallo,

ich habe dort vor ca 2 Monaten angefangen.

Eigentlich besteht nicht die Möglichkeit...

Ja, KYC hab ich bestanden, daher wundert es mich ja auch, dass mir ein Doppel-Account unterstellt wird.

Ich habe Sportwetten und auch Casino gespielt.

Ja, der aktuelle Kontostand wurde initiativ mit einem Bonus erreicht.

Thanks for the explanation.

Could you please share the email with the casino's accusations against you? Please send the information to my email at tomas@casino.guru

Hello,

The email has already been deleted due to the spam deadline.

But on the screenshot you can see the reason for the rejection.

Since the casino is not answering me, I would like to ask you to help me.

Hallo,

die Mail hat sich aufgrund der Spam-Frist schon gelöscht.

Aber auf dem Screenshot können Sie den Grund der Ablehnung erkennen.

Da mir das Casino nicht antwortet, möchte ich Sie bitten, mir zu helfen.

I found the email and forwarded it to you

Hab ide Mail doch noch gefunden und an Sie weitergeleitet

Thank you very much, RaBe72, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello RaBe72,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite LollyBet Casino to join the conversation.

Dear LollyBet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

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 RaBe72,

I have successfully reached out to the casino team and learned that instead of clarifying the email they sent regarding the accounts in question, you opted to file a complaint with us. I kindly request that you provide the necessary clarification to the casino team initially, as this will help expedite the resolution of your complaint. Feel free to add my email address michal.k@casino.guru in the "Cc". This will help me to keep track of the email thread.

Dear RaBe72,

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.

Hallo,

ich hatte Lolly-Bet geantwortet.

From: Ramon Bayeler <Ramonaeyler72@outlook.com>

Sent: Sunday, July 21, 2024 8:33 PM

To: Lolly Bet <support@lolly-bet.com>

Subject: Re: Important notice regarding your withdrawal request

Hi,

Can´t say much to that Email adresses.

I don´t kknow, why you think I am related to them.

Can you explain me why?

I don´t have another account.

Feel free to let me proof it.

Kind regards

Dear RaBe72,

I have received information from the casino team indicating that there are notable similarities among the accounts associated with the email addresses linked to your account. It is difficult to regard this as a mere coincidence. Due to their privacy policy, the casino team is unable to disclose all pertinent information that could clarify the situation; however, I have requested further clarification.

Yes, but how can I explain myself if no information is given to me?

What exactly is the accusation?

Ja, aber wie soll ich mich erklären, wenn mir keine Informationen weiter gegeben werden?

Was genau ist denn der Vorwurf?

Dear RaBe72,

There is a suspicion that multiple accounts registered with the mentioned emails are linked to your casino account. If this is proved, it constitutes a breach of the casino's terms and conditions. Has the casino team requested any further information from you?

Dear RaBe72,

I have received the following message from the casino team:

Hello ,

 The player ramonaeyler72@outlook.com has not come back to an answer to our email sent as proven on the screenshots until today to resolve the issue.

We remain at your disposal for any information you may need.

Thank you for choosing Lolly Bet!

Best regards,

Lolly Bet Customer Care

Please understand that we cannot proceed with your complaint without your assistance in providing clarification regarding the situation.  I highly recommend that you respond to the casino team with adequate details.

Hello,

AGAIN, I have already replied to the casino:

Sent: Sunday, July 21, 2024, 8:33 p.m.

I can't understand what linked together means.

If I am suspected of having registered multiple times, I am happy to provide identification.

In this context, I don't understand what connection I should have to the email addresses...

However, since I am active in several forums and Telegram groups, I cannot rule out that these people are also represented there.

But in general, I can't make any sense of what I'm being accused of and in what way I'm supposed to have violated the terms and conditions.

Hallo,

NOCHMAl, ich habe dem Casino bereits geantwortet:

Gesendet: Sonntag, 21. Juli 2024, 20:33 Uhr

Ich kann mir nicht erklären, was miteinander verknüpft bedeuten soll.

Sofern mir unterstellt wird, mich mehrfach angemeldet zu haben, kann ich mich gerne legitimieren.

Ich verstehe in diesem Zusammenhang nicht, welche Verbindung ich zu den Email Adressen haben soll...

Da ich mich aber in mehreren Foren und Telegram Gruppen bewege, kann ich natürlich nciht ausschließen, dass diese Leute dort auch vertreten sind.

Aber generell kann ich mir gerade keinen Reim darauf machen, was mir vorgeworfen wird und in welcher Weise ich gegen AGB verstoßen haben soll.

Dear RaBe72,

I understand you answered the casino team on the 21st of July, but have you not received any other emails from the casino team? It seems they have not received a response from you to their latest emails. What and when was the last email you received from the LollyBet team?

Exactly, I haven't received any emails since then.

GEnau, Seitdem habe ich keine Emails mehr erhalten.

That was the only email I received

Das war die einzige Mail, die ich erhalten habe

Dear RaBe72,

I appreciate your clarification. I have reached out to the casino team to obtain further information and to determine the necessary steps to proceed with your complaint.

Dear RaBe72,

I have received the following response from the casino team:

Hello ,

The email you mentioned does not appear in our records, and it seems there may be a misunderstanding in the player's previous responses. In light of this, we believe we may be losing time discussing this issue.

To move forward more effectively, we recommend that the player send a new email referencing our latest question. This will help ensure we can resolve the matter promptly.

We remain at your disposal for any information you may need.

Thank you for choosing Lolly Bet!

Best regards,

Lolly Bet Customer Care

So, please send a reply to the casino email again and insert my email address michal.k@casino.guru in the "Cc" so that I can make sure the email was sent by you and received by the casino team.

Dear RaBe72,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of RaBe72. Given the recent developments, we believe it is prudent to provide this case with another opportunity for resolution, aiming to assist both parties in achieving a satisfactory outcome.

Dear RaBe72,  

Could you kindly share an update regarding the current situation and let us know how we might assist in addressing the issue?

Hello,

thanks for reopening.

As already written, I passed the video verification.

However, I have not received any response to my emails from the casino.

Hallo,

danke für das Wiedereröffnen.

Wie bereits geschrieben, ich habe die Videoverifizierung bestanden.

Seitens des Casinos bekomme ich allerdings keine Antwort auf meine Emails.

Dear LollyBet Casino,

Can you please provide us with any update in regards to the player verification? As the player stated, they have passed the video verification, so it looks like the player should be able to request a withdrawal of their winnings.

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 RaBe72,

I have not received a response from the casino team. Has the casino team resolved the issue directly with you?

No,

I don't receive any response other than advertising emails.

Chat support tells me to write emails, but they remain unanswered.

Nein,

ich erhalte außer Werbemails auch keine Antwort.

Der Chat-Support sagt mir, ich soll Emails schreiben, aber die bleiben unbeantwortet.

Dear RaBe72,

Although the casino team has previously cooperated with us, they later changed their approach. Through the last couple of days, I have made several attempts to reach out to the casino representative and the casino support team, but unfortunately, I have not received any response. 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. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. You can try to contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority might have more options and tools to help players and the casino must cooperate with them. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru