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Good morning,

I am writing to ask for your help with a problem I have been having for about a week.

I have been a member since 5/31/25 and have made deposits of about 7/8k.

I also made a couple of withdrawals of 500 euros which went through successfully.

For 5 days, however, I have found myself with numerous withdrawals (15) of 500 euros in queue without them being completed.

What's more serious is that not only do I not receive replies to numerous emails and WhatsApp contacts, but not even from the VIP manager who was assigned to me and whose WhatsApp contact I have (never a reply).

The website says that the operators are available 24 hours a day, but the chat was not available even once in 7 days (I tried at any time of the day).

Furthermore, the site always states that withdrawals are immediate (or at least that's what they advertise).

I also asked for help through account X, same result.

Considering that I have never received a response and that my withdrawal requests are not being processed I am worried in addition to the fact that I have deposited large sums.

I hope you can help me, I attach all the screenshots.

Thank you !!!

Buongiorno,

vi scrivo per chiedervi aiuto per un problema che sto riscontrando da circa una settimana.

Dal 31/5/25 sono iscritto ed ho effettuato depositi per circa 7/8k.

Ho anche effettuato un paio di prelievi da 500 euro che sono andati a buon fine.

Da 5 giorni però mi ritrovo ad avere in coda numerosi prelievi (15) da 500 euro senza che questi vengano completati.

Cosa più grave non solo non ricevo risposte a numerose mail e contatti whatsapp ma nemmeno dal vip manager che mi è stato assegnato e del quale ho il contatto whatsapp (mai una risposta).

Sul sito sta scritto che gli operatori sono disponibili 24 ore al giorno ed invece la chat in 7 giorni neanche una volta è stata disponibile (ho provato a qualsiasi ora del giorno).

Inoltre sempre sul sito sta indicato che i prelievi sono immediati (o perlomeno è quello che pubblicizzano).

Ho chiesto aiuto anche tramite account X, stesso risultato.

Considerando che non ho mai ricevuto una risposta e che le mie richieste di prelievo non vengono prese in carico sono preoccupato oltre al fatto che ho deposito somme importanti.

Spero possiate aiutarmi, allego tutte le videate.

grazie !!!

Dear Darknight,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your withdrawals and the lack of communication from the casino.

To better understand the situation and assist you effectively, could you please clarify the following points:

• What payment method(s) did you use for both your deposits and your withdrawal requests?
• On which exact dates did you initiate the 15 pending withdrawals?
• Have you received any automated or manual responses from the casino since your first withdrawal attempt?
• Could you confirm whether your account has been successfully verified, including your identity and payment methods?
• Have there been any previous delays or similar issues with this casino in the past?

If possible, please forward any relevant communication, screenshots, or documentation to petronela.k@casino.guru to help us verify the situation.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

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 email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning,

I keep writing emails and whatsapps but nobody answers.

I also made a review on trustpilot and they told me to send an email to get help but obviously they ignored that too.

Successful requests were made by bank transfer.

The last unprocessed withdrawal was on 05-06-2025 at 01:31:05.

After the withdrawals I received an automatic email confirming that someone will review the withdrawal request.

As soon as I registered I went into the verification menu and attached all the required documentation and via WhatsApp they replied to me on 5/31/25 that verification was not necessary (only response received).

I don't have a long history with this casino but the first few days withdrawals were approved after a few hours.

I also read that in case of account closure I am entitled to a refund of the entire balance unless they can confiscate everything in case of irregularities.

I used my own payment instruments and I never asked for a bonus, not even the welcome one. I bet following the rules of the site and I was only lucky enough to win a large amount at a slot (which was also advertised on their site).

I sent the screenshots of the requests for help by email, if you need anything else I remain available.

thank you so much for the support

Buongiorno,

continuo a scrivere mail e whatsapp ma nessuno risponde.

ho fatto anche una recensione su trustpilot e mi hanno risposto di mandare la mail per essere aiutato ma ovviamente hanno ignorato anche quella.

Le richieste andate a buon fine sono state con bonifico bancario.

L’ultimo prelievo non evaso risale al 05-06-2025 ore 01:31:05.

Dopo i prelievi ho ricevuto una mail automatica in cui confermano che qualcuno prenderà in esame la richiesta di prelievo.

Appena registrato sono entrato nel menu di verifica ed ho allegato tutta la documentazione richiesta e tramite WhatsApp mi hanno risposto il 31/5/25 che la verifica non era necessaria (unica risposta ricevuta).

non ho lunga storia con questo casinò ma i primi giorni i prelievi dopo poche ore venivano approvati.

ho anche letto che in caso di chiusura del conto ho diritto al rimborso di tutto il saldo salvo che possano confiscare tutto in caso di irregolarità.

io ho usato strumenti di pagamento di mia proprietà e non ho mai chiesto bonus nemmeno quello di benvenuto. Ho scommesso seguendo le regole del sito ed ho solo avuto la fortuna di aver vinto un grosso importo ad una slot ( cosa peraltro pubblicizzata sul loro sito).

ho inviato via mail le schermate delle richieste di aiuto , se serve altro resto a disposizione.

grazie infinite per il supporto

Good evening ,

I am updating the request. Today I was contacted to send documentation and I am awaiting the outcome

Buonasera ,

aggiorno la richiesta . Oggi sono stato contattato per invio documentazione e sono in attesa esito

Hello, I forwarded all the documents they asked me. They were all correct and verified, the last one they asked me was a selfie with my document. I forwarded it to them and suddenly the access to the account is disabled.

I have not received any communication from them and they continue to be unreachable.

I sent to the email you provided me a video of my account registered at 18:08 today from which you can see the balance of about 25k present in the account a few minutes before they closed it. I hope you can do something. Thanks

Salve , ho inoltrato man mano tutti i documenti che mi hanno richiesto . Erano tutti coretti e verificati , l’ultimo che mi hanno chiesto è un selfie con il mio documento . Gliel’ho inoltrato ed improvvisamente l’accesso al conto risulta disabilitato .

non ho ricevuto alcuna comunicazione da parte loro e continuano ad essere irreperibili.

ho inviato alla mail che mi avete fornito video del mio conto registrato alle 18:08 di oggi dal quale si evince il saldo di circa 25k presente sul conto pochi minuti prima che lo chiudessero. Spero possiate fare qualcosa . Grazie

Buongiorno, dato che non rispondo alla mail ho chiesto spoegazioni su Trustpilot ed hanno risposto così :

Hello,

Thank you for your message. We fully understand the seriousness of your concern and want to reassure you that your case is being treated with the utmost attention.

Your account has been temporarily disabled due to an automated security verification process, which may be triggered in rare cases. This is not a punitive measure, but part of our responsibility to comply with international regulations and to protect both our platform and our players.

We confirm that your documents have been received, and your balance of €24,562.88 is securely held and not lost. No funds are ever removed or confiscated without a full, documented review.

Your case is currently under review by our compliance team. We ask for your continued patience while we finalize the verification. Once the review is complete, you will receive a direct update via email from our team.

We truly understand your frustration and will do everything we can to bring you a clear and fair resolution as quickly as possible.

Kind regards,

The Lolly Bet Team

Good morning, in the last 48 hours no response to email, whatsapp etc. After replying to my review admitting they had blocked my money they disappeared.

do you have any updates?

Do you have any suggestions on what actions I should start taking?

Thank you

Buongiorno , nelle ultime 48 ore nessuna risposta alla mail , whatsapp ecc. Dopo aver risposto alla mia recensione ammettendo di aver bloccato il mio denaro sono spariti .

avete aggiornamenti ?

avete suggerimenti su quali azioni iniziare ad intraprendere ?

Grazie

Hello,

Thank you very much for keeping us updated and for your patience so far.

I understand how stressful this situation is, especially with such a large amount involved and the lack of communication from the casino’s side. However, please be assured that large winnings can often trigger additional security and compliance checks, which can take more time than usual. This is quite common practice in the industry to prevent fraud and ensure regulatory compliance.

I kindly ask you to remain patient for a little longer while the casino’s compliance team completes their review. Based on their last response, your balance is secure, and no funds should be lost or confiscated without a clear reason.

In the meantime, please continue to save all communication and any updates you receive from the casino and feel free to share them with me here or by email at petronela.k@casino.guru.

Thank you again for your understanding and cooperation.

Good morning,

I find it hard to believe that they are really doing checks, every day I am sending an email and I am writing via whatsapp to the support number and to the VIP number. If everything were in order it would be enough to tell me that they have not yet completed the checks and instead never a response. Furthermore, before they blocked the account I had pending withdrawals for 7500 euros and I never asked to withdraw the entire balance as this is required by their policy. Furthermore, they have not responded to my last Trustpilot review, even in this case it was enough to confirm to wait. It saddens me that at the moment they are withholding not only the winnings but also the approximately 5k paid into their account. I hope that we can proceed as soon as possible to request feedback from them. Lastly, I really care about the fact that you are taking care of my situation and I am ready to make a large donation to the site when this story is resolved. Thanks again

Buongiorno,

faccio fatica a pensare che stiano davvero facendo controlli , ogni giorno sto inviando una mail e sto scrivendo via whatsapp al numero del supporto ed a quello vip. Se fosse tutto in regola basterebbe dirmi che ancora non hanno concluso le verifiche ed invece mai una riposta. Inoltre prima che bloccassero il conto avevo in pending prelievi per 7500 euro e non ho mai chiesto di prelevare tutto il saldo in quanto così previsto dalla loro policy. Inoltre alla mia ultima recensione Trustpilot non hanno più risposto , anche in questo caso bastava confermarmi di attendere. Mi rattrista che al momento trattengono oltre alla vincita anche i circa 5k versati sul loro conto. Spero che possiamo procedere quanto prima a richiedere loro un riscontro. In ultimo tengo molto al fatto che state prendondo a cura la mia situazione e sono pronto a fare una grossa donazione al sito quanto questa storia sarà risolta. Grazie ancora

Another 3 days went by with 0 email responses, 0 whatsapp responses, 0 telegram responses, 0 support ticket responses, 0 Trustpilot review responses. I often wrote to them when they were online on WhatsApp but they completely ignored the messages. It is clear that they have no reason to provide for the account blocking. I hope this situation does not continue for long. Thanks

Good morning, any news for me? Thanks

Dear Darknight,

Thank you for your update and your kind offer — but please know that we never accept any donations. Our help is always free.

I will now transfer your complaint to my colleague, Attila (attila.g@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hi, thanks for the feedback. Do I need to provide any documentation? Thanks

Salve, grazie per il riscontro . Devo fornire qualche documentazione? Grazie

There’s no need to do anything for now — Attila will get in touch with the casino directly and let you know if anything else is needed :)

Thank you 1000 I remain at your disposal. Thank you

Grazie 1000 resto a disposizione. Grazie

Hello Darknight,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lolly Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 safety index 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. In the meantime, I recommend you contact the Anjouan Gaming Authority via the license seal from the casino page (https://verification.anjouangaming.org/validate?domain=lolly-bet.com&seal_id=e0de22a71bb2d4cc4c59666ec692d67fc1f3203fc9079a87fcac61215e0b8c819519350205aefdeece5c49ac5575d03f&stamp=11e2d974e3280cb1ea8fa320ffb378cb) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (attila.g@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Attila Gorkij