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I'm requesting a refund of €429.73 after having previously deposited €100. After several days of waiting for the payment to be processed, I received an email stating the following: (sshot-1.png)

Obviously, that's false, since they allow Spanish users (as you indicate). I fill out the form to have my account reopened, indicating that it must have been a mistake, and they give me the exact same response again (sshot-2.png).

They send me the same message again...indicating that they will only send me the amount deposited (€100).

I look forward to your help 🙂

All the best.

Solicito un reintegro de 429.73€ tras haber ingresado después de registrarme la cantidad de 100€. Después de varios días esperando que se procese el pago, me envían un correo diciendo lo siguiente:(sshot-1.png)

Evidentemente eso es falso, ya que permiten usuarios españoles (ustedes mismos así lo indican). Hago el formulario para que me reabran la cuenta indicando que ha debido ser un error y me vuelven a responder exactamente lo mismo (sshot-2.png)

Vuelven a enviarme el mismo mensaje...indicando que solo me enviaran la cantidad depositada (100€).

Espero vuestra ayuda 🙂

Un saludo.

Dear plmontoro45,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please let me know which country you selected during the registration process?

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Dominika

Hello Dominika,

I answer your questions:

Could you tell me which country you selected during the registration process? Spain

Have you made any successful withdrawals before? No

Could you confirm that you've passed the KYC verification? Yes, I submitted everything requested during verification. The account was verified.

Did you accumulate your winnings with or without an active bonus? I never received any bonuses; I always rejected the ones offered to me.

Could you share your communication with the casino? Send me emails or chat transcripts to my email address. , or post screenshots here.

First communication where they tell me the reason why the payment is being cancelled.

I'm replying to their email, telling them that I understand it's a mistake, since they allow Spanish players.

They respond to me again, apparently with a predefined answer, but without giving any further explanation.

That's all. Thank you very much for your help!

All the best.

Hola Dominika,

Respondo a tus preguntas:

¿Podrías decirme qué país seleccionaste durante el proceso de registro? España

¿Has realizado algún retiro exitoso anteriormente? No

¿Podrías confirmar que has pasado la verificación KYC? Sí, envié todo lo que me pidieron en la verificación. La cuenta estaba verificada.

¿Acumulaste tus ganancias con o sin bono activo? En ningún momento obtuve ningún bono, los que me ofrecieron siempre los rechazaba.

¿Podrías compartir tu comunicación con el casino? Envíame correos electrónicos o transcripciones de chat a mi correo electrónico. dominika.l@casino.guru , o publique capturas de pantalla aquí.

Primera comunicación donde me indican el motivo por el que se cancela el pago.

Les respondo al correo diciendoles que entiendo que es un error, ya que ellos permiten jugadores españoles.

Me vuelven a responder, parece que con una respuesta predefinida, pero sin dar mas explicaciones.

Eso es todo. Muchas gracias por su ayuda!

Un saludo.

Dear plmontoro45, which payment method did you use for your deposit, and which one did you try to use for your withdrawal?

Have you contacted the casino again to point out that there is no mention of Spain or restricted countries in their Terms & Conditions?

Have you had any further communication with the casino since the last email they sent you?

Hello Dominika,

I made a deposit by debit card and requested a withdrawal by bank transfer.

I haven't contacted them again because both times I did, they responded the same way, so that's why I contacted you.

In the first email, they told me to contact them to process the payment of the initial deposit amount (not the winnings), but I don't want to contact them again until the complaint is closed so as not to interfere with your mediation.

All the best.

Hola Dominika,

Hice ingreso por Tarjeta de débito y solicité retiro por transferencia bancaria.

No he vuelto a contactar con ellos porque en las dos ocasiones que lo hice me respondían lo mismo, así que por ello contacté con ustedes.

En el primer correo me dijeron que me pusiera en contacto con ellos para procesar el pago de la cantidad inicial de ingreso (no las ganancias), pero hasta que no esté cerrada la queja no quiero contactar de nuevo para no interferir en vuestra mediación.

Un saludo.

Thank you very much, plmontoro45, 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 plmontoro45,

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,

Can you please explain why you allowed the player to deposit and play from a restricted country, and now you are using this against them? This is not in line with the fair practices we expect from casinos. If you allow players from restricted countries to deposit and play, you should pay out their winnings as well. Failing to do so leads to an unfair scenario where these players can only incur losses, which we cannot consider fair.

I was allowed to access your site from a Spanish IP without any problems, and the Spanish prefix was even offered by default for the primary phone number:

Can you please explain why you are not implementing any IP block and why you have not removed Spain from the signup form, which should be a standard practice?

It is important to ensure that if players from restricted countries are permitted to deposit and participate in games, they should also be eligible to receive their winnings, provided that these winnings have been accrued in accordance with the standard regulations. If there are any other factors that influence the situation and cannot be shared publicly, please feel free to share them with me directly at michal.k@casino.guru

I'm looking forward to your explanation.

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.

We would like to inform you that the player's account was temporarily closed as part of a mass closure process related to two jurisdictional restrictions that Spain is not subject to.

The player's segmentation was incorrectly categorized under the wrong geographical region. As a result, an automated reply regarding jurisdictional restrictions was sent to the player.

We apologize for any inconvenience caused. Following a thorough investigation, the issue has now been resolved. Spanish players are fully eligible to play, and the user can continue to deposit and withdraw funds without any issues.

The player's account is now open, verified, and the player may proceed with withdrawals as usual.

Dear LollyBet Casino,

Thank you for the clarification. I'm glad the misunderstanding has been corrected.

Dear plmontoro45,

As per the casino team's response, there was a mistake while categorising geographical regions. This was corrected, and you can fully utilise your casino account, including withdrawals. Please confirm this and let me know if I can consider your complaint resolved or if you need assistance with anything else.

Hello Michal,

After further verification by the casino, I sent them everything they requested and have now been paid, so we can close the issue as resolved.

Thank you so much!

Hola Michal,

Después de una verificación adicional por parte del casino, le envié todo lo que me pidieron y ya me han pagado, por lo que podemos cerrar la incidencia como resuelta.

Muchas gracias!

Dear plmontoro45,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru