Lolly Bet Casino - Račun igrača je blokiran zbog kašnjenja u povlačenju novca.

I have had very turbulent around two months of gambling at Lolly Bet. At first everything went smoothly as I found the site by VIP manager of the previous site he was working with too.

At some point they offered 200% reload bonus up to 2000€ with very high wagering (40000€) but it was okay to play both casinogames and sports betting. I wagered it through playing slots, live casinogames and sports betting. What was not mentioned in terms was minimum odds 1.15 on sports betting and I bet also lots of bets under that line. When I finally completed the wagering and tried to make a withdrawal I got message that I had broken the rules (not intentionally) and I needed to wager about 25k more to complete wagering. I was of course totally ok with that as I didn’t know I broke any rules and after that completed the wagering normally.

After that it took very long for them to proceed with my withdrawal and eventually I was only given back my initial deposits to that site (1750€) and was confiscated over 5000€ of winnings on top of amount I had already lost as they took so long to even proceed with the withdrawal process. The reason I was given was that I had broken those wagering rules which like I said was not even mentioned in their bonus terms but only somewhere else in their general terms. But what makes it even more stranger is that they made me complete the wagering and AFTER that confiscated the winnings.

Maybe a month later I was contacted by that same VIP manager via WhatsApp and he sent me multiple voice notes telling that he thought I was treated unfairly with those confiscated winnings. He offered me as a nice gesture 4800€ back but as a bonus money which should be wagered once. Only precondition was that I need to deposit 2400€ so he can activate that as a bonus to their site. Also it would be given in two parts, first 2400€ in slots and after that second one to either live casino or sports betting.

I completed the first part of wagering and ended up winning bit more than my initial bonus and my balance was maybe something like 6000€. After playing casino and sports eventually my balance went up to almost 9000€ but when I tried to make withdrawal it was once again delayed after they needed to check RedRakeGaming games that I have played. That is very strange as they are just black jack games but not live ones so they work as ‘slots’ as far as I understand.

Also because they weren’t paying me the money I have lost a lot of those funds AND on top of that they still haven’t added me that second part of 2400€ bonus.

What makes situation very strange is that the VIP person who is also mentioned as their consultant deleted his phone number and disappeared totally. Here’s his LinkedIn profile: [hidden by Casino Guru]

When I try to contact Lolly Bet via email or whatsapp I don’t get any responses and my withdrawals have been pending since 11th june for no reason.

I finally managed to get my account blocked until they pay out my withdrawals. Asked them to do that multiple times but no response.

I have 1700€ on my account and also that 2400€ worth the money bonus with 1 x wagering missing.

I wish you can help me with that.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing.

Regarding the issue with your sports betting winnings from the 200% reload bonus up to €2000, unfortunately, we won’t be able to help with this part of your case. Our website does not deal with sports betting-related issues, as we do not have enough expertise or access to tools that would allow us to properly investigate and evaluate such complaints.

This means we wouldn’t be able to fairly interpret the casino’s internal investigation or assess the situation from both sides. Please understand that this doesn’t mean your complaint is unjustified — we simply aren’t in a position to judge it appropriately.

As for the other bonus you received, I’d like to ask you a few questions so we can try to help you further:

• Could you please send me the Terms and Conditions related to this bonus? You can either send me a screenshot here or email me the terms at veronika.f@casino.guru.
• Am I correct in understanding that you have used only the "casino" part of this bonus so far?
• Was this bonus intended for slot games only?
• Did you use it exclusively for blackjack, or did you play any slots as well?
• Did your blackjack bets count toward the wagering requirements?
• When was the last time the casino contacted you, and what did they say?

I hope we will be able to help you resolve this part of your issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Terms for that bonus is that I needed to deposit 2319€ to get 200% bonus which would be divided in two parts and I needed to select two from three options. Slots, freebets and live casino bonus. It was offered to me by that VIP manager on whatsapp and I attached screenshots from our conversation. I also have many voice notes from him where he explains that bonus to me if you need them.

Deposited amount (2319€) must be wagered three times (I have done that at least 300x at the moment) and first bonus I selected was for slots where I got 2319€ worth free spins to 1429 Uncharted slot. Winnings from those free spins needed to wager once on same slot and I did it immediately. So first part of the bonus was completed.

I then asked about the second part of the bonus after having something like 6000€ in balance. At that point I first didn't hear back from him for many days. After that he finally responded and I asked him to add that second part of the bonus to live casino. At that point he said that there was some problems regarding it and that I should make another 1200€ deposit to get second part of the bonus. I told him that I don't have those kind of funds and also they haven't paid my previous winnings yet so it doesn't make any sense. After that I just continued playing and constantly sending them emails to pay out my money.

Eventually I have already lost my balance from 9000 to 1700 and finally after many requests they blocked my account until payments are being made. What I'm of course also expecting to get it that second part of the bonus I was promised to live casino and lured to make another 2400€ deposit from money I really didn't have extra for.

Latest contact from casino was 2nd of July when they send me email stating that my account is now blocked until they have paid me my money. And withdrawals have been pending since 11th June.

Attached are the screenshots from our chat on whatsapp and also their last email.

They have whatsapp number for customer service but they don't respond at least to me even tho you see they read your messages etc.

Want to add latest with the casino. I had multiple withdrawal requests pending starting from 11th June (500€ is max) but got emails last night that they have been rejected for duplicate request. I don't even understand what that means and before they have always allowed to make multiple requests.

Now I also can't login to my account to make witdrawal as I have asked them to block it until they pay my withdrawals and then add the missing part of the bonus.

Thank you very much, SWest73, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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 SWest73,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to ask you, whether you have any more relevant communication with the mentioned manager. In case you do, please share it here, or you can also send it to my mail. I would also like to invite the Lolly Bet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

We would like to ask you to clarify the current status of the player’s withdrawal requests, which have been pending since June 11, and explain to us why they are being marked as duplicates.

We would also appreciate some more information regarding the VIP bonus offer the player received via WhatsApp. According to the player, a €4,800 bonus was promised in two parts after a deposit of €2,319. The first part was credited and fully wagered, but the second part was reportedly never added. Was this bonus officially authorized by the casino, and if so, is the remaining part still going to be credited? In case it wasn't, and it is relevant to this case of course, can you give us more information about the situation - especially regarding the now departed affiliate? I understand this might be very sensitive, so in case you are able/keen to share anything regarding this, please contact me at martin.l@casino.guru.

Lastly, I would also like to ask for clarification on the earlier confiscation of over €5,000 in winnings after the player completed the wagering requirements. Were the minimum odds requirements mentioned in the bonus terms or only in the general terms? Why was the player allowed to continue wagering before the winnings were revoked?

Thank you in advance for providing us with your view of the issue.

I received his present whatsapp number and sent him couple of messages and also tried to call but no response.

Same goes with Lolly Bet customer service. I have sent them multiple email, messages via their 'live'chat and also to whatsapp but no reaction. You can see from whatsapp that they have been online but don't respond.

At the same time they send out promos so it just looks like they for some reason stopped communicating and this has been mentally so draining.

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.

Hello,

My name is Florent from the Lolly Bet team, and I’m personally taking over your case. First of all, please accept my apologies for the delay in our response.

We have opened an investigation into your account, and the reason your withdrawal has been held is that it appears a casino bonus you subscribed to was used to place sports bets in order to complete the wagering requirement. This is a clear breach of both our bonus terms and our general terms and conditions.

Given your VIP status, I submitted a special request to our Head of Fraud to see if we could make an exception and allow you to withdraw these funds despite the rule violation. Unfortunately, we are unable to override our regulations in this instance.

To resolve the matter fairly, we propose the following:

• The winnings generated in connection with this breach will be removed from your player account.
• Your most recent deposit will be re‑credited to your account as real money, which you may withdraw at any time without any further conditions.
• 
  

Please let me know if you accept this resolution or if you have any questions. We are committed to closing your case swiftly and restoring your full confidence in Lolly Bet.

Kind regards,

Florent

Lolly Bet Support Team

Dear casino representative,

I appreciate your response. However, not all information you provided us with corresponds with the documented terms and player experience. We believe there are more things that require clarification:

Firstly, The promotional email with the €2000 reload bonus (which led to €5500 in winnings being confiscated) explicitly states no minimum odds requirement. I am attaching a screenshot of the offer here. We therefore believe, that the justification for the confiscation is not supported by the original offer’s terms. Not to mention the fact, that player was at first told this would be okay by wagering €25000 more.

We also can not agree with the fact, that casino now claims the bonus was not meant for sports betting, yet the confiscation was based on sports betting terms. If the bonus was strictly for casino use, it should have been enforced at the time of wagering, not afterwards.

Later, the player had deposited €2400 explicitly to receive a two-part bonus worth €4800. Only the first half was credited. The second part was never issued, despite player inquiries and proof of the agreement (screenshots and messages from your representative, which were provided to us). This seems like a breach of promotional terms. However, we also fully understand that this bonus was only credited as a compensation for the first bonus. A return of the deposits (€2400) would therefore seem sufficient and fair.

To conclude, we believe the player is entitled €5500 in winnings confiscated from the original bonus, and the refund of the €2400 deposit made in connection with the unfulfilled bonus offer. We believe this proposal to be reasonable and fair. In case you have any additional questions, do not hesitate to contact me.

Hello,

Thank you for your patience and for providing the additional information. I’d like to clarify a few key points:

• Bonus Identification

The promotion at issue is not the VIP250 bonus. All winnings from the VIP250 bonus were paid out in full and without dispute.

• Casino 50% Bonus Usage

As shown in the screenshot you provided, the player later opted into a separate Casino 50% reload bonus. Unfortunately, they then placed sports bets with funds credited under this casino bonus—this directly contravenes our bonus Terms & Conditions, which explicitly restrict wagering of casino bonuses to casino games only.

• Resolution Offered

In the interest of fairness, we are prepared to refund the deposit associated with the Casino 50% bonus. We will credit €500 back to the player’s account, which represents the original stake used to trigger that bonus.

We hope this resolution meets your expectations. Please let us know if you have any further questions or require additional assistance.

Kind regards,

Dear casino representative,

thank you for your response. I would however like to reiterate certain facts.

Firstly, the 250% VIP bonus is still disputed. I believe I might have fueled the confusion myself with my latest answer, but after discussions with the player, it has been established that there was no 200% percent reload bonus - the offer in question, which resulted in the confiscation of €5500, was actually the 250% VIP bonus. I will attach more screenshots and evidence at the bottom of this message.

Regarding the 50% reload bonus, I do not believe this bonus was disputed in any way. However, we are still interested in the bonus proposed by the affiliate, as the player has deposited around 2400€ in order to receive this two-part promotion, yet I can not even see the bonus in your system. Could you please provide further information about this promotion and its terms? In case it's considered confidential, please message me at martin.l@casino.guru.

Hello Martin,

An email has just been sent to the email address provided.

Sincerely,

Hello Lolly Bet,

I appreciate if you add me to your email list too regarding my case. Like said in previous post I was never paid for that VIP 250 bonus but confiscated according to your screen shot not 5500€, but 6300€ of my winnings.

Also I have never broke your rules regarding placing bets on sports betting when having casinobonus. I assume you have documents to prove that.

Also can you unblock my account so I can see my accounts transactions too?

I'm still waiting for my account to be unblocked even tho I have sent numerous emails and whatsapp messages.

Also I haven't been sent any emails regarding my case.

Dear casino representative,

Thank you for clarifying your position. However, we have to ask for further explanations on certain issues:

1. 250% VIP Bonus

As mentioned before, the player has provided us with a screenshot of the 250% VIP bonus offer, which clearly does not state or imply any minimum odds requirement, it actually claims the exact opposite. We would most likely handle this case differently in case the wording in the promotional material wasn't so clear, but the player was straight up encouraged to place the mentioned sports bets. We therefore consider the enforcement of Article 13.5.3.4 in this case to be unethical.

2. Affiliate Bonus

The player also claimed and wagered a bonus he received from the affiliate. This was omitted entirely from your explanation. We would like to request clarification on the status and outcome of that bonus. I think the best way to proceed with this part of the bonus is to show us all the relevant information about the bonus, including wagering, withdrawals, and any deductions made. It is also important to say, that the only reason the player has deposited the €2400, is to get access to a bonus he hasn't received in full.

3. 50% Reload Bonus

We fully acknowledge that according to your claims, the €3500 was paid out after alleged misuse of a bonus on May 31st. However, we need you to provide us with evidence of this breach. Ideally, please provide us with a full breakdown of the 50% bonus wagering history, so we can see which bets were placed against the terms and conditions. Also, if there are any promotion specific terms related to this offer, please let us know.

We appreciate your involvement in this matter, but until all bonuses (250%, affiliate, and 50%) are transparently accounted for and the terms applied to each are clearly justified, we are unable to consider this case resolved.

We look forward to your full clarification.

Kind regards,

Martin L

1. 250% VIP Bonus

As mentioned before, the player has provided us with a screenshot of the 250% VIP bonus offer, which clearly does not state or imply any minimum odds requirement, it actually claims the exact opposite. We would most likely handle this case differently in case the wording in the promotional material wasn't so clear, but the player was straight up encouraged to place the mentioned sports bets. We therefore consider the enforcement of Article 13.5.3.4 in this case to be unethical.

Like mentioned here above your terms couldn't have been clearer in your promo email (no min odds) and I bet accordingly to sports betting and also to casino games. AND what is even more stranger is that you told me at some point I had bet too low odds and because of that asked to wager them again, which I did find very fair deal even tho I didn't break any of those bonus rules. But when I did that you confiscated those winnings which are like your screen shot proves 6300€.

3. 50% Reload Bonus

We fully acknowledge that according to your claims, the €3500 was paid out after alleged misuse of a bonus on May 31st. However, we need you to provide us with evidence of this breach. Ideally, please provide us with a full breakdown of the 50% bonus wagering history, so we can see which bets were placed against the terms and conditions. Also, if there are any promotion specific terms related to this offer, please let us know.

Regarding this bonus I'm pretty sure your site doesn't even let wager on sports betting when you have active casino bonus and I would not do that anyway so these claims are total nonsense.

Also once again your screenshot shows that I apparently end up winning something like 1900€ from that bonus so you couldn't have paid 3500€ related to that bonus. As you know I have deposited numerous times on your site winning and losing so the money you have been paying have been related to all my action on your site, not that bonus only.

Still nothing regarding communication via email and unblocking my account.

I'm also certain that you should have close contacts to the 'affiliate' we are talking about. So it wouldn't be too hard to attach him into this conversation.

I just read a review from some other user in Trustpilot and it looks like that same 'affiliate' has been doing similar things to him. What I don't trust is that Lolly Bet doesn't have any contact and connection to him still.

Here's that review:

Savino

IT

•

3 reviews

Jul 9, 2025

Combo SCAM and EXTORTION

On 10/6/25 this site blocked my account with a balance of 25k with the following reason: "We wish to inform you that a bet check process is currently being conducted as a standard procedure as requested by the relevant department. You will be notified of the results in due course". 30 days have passed and no response to EMAIL/WHATSAPP/TICKET ETC, no response! To add insult to injury, a few days ago came the insult. A guy who pretended to be the chief operations officer of Lolly Bet contacted me. He actually knew in detail everything that had happened, including the deposited amounts and other details that only the site knows. This individual asked me for 3684.43 euros to reopen my account. You understood correctly, THEY ASKED ME FOR MONEY TO REOPEN MY ACCOUNT. Obviously I keep proof of everything I talk about. I have nothing left to lose, since it's clear you're ignoring my requests. I'll wait another 48 hours to report you for fraud and extortion to national and international authorities, the license manager, Guavapay, which handles your banking transactions, and any site that might penalize your rating. Know that with all the evidence I've gathered this month, no one but you will be able to ignore my reports. If you have anything to say, I'm listening, and I'm open to dialogue. If you still choose to remain silent, you will confirm what I'm saying. I urge you once again to reopen your account so that no action can be taken against you or your employees and delate reviews.

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 got email from Lolly bet 22nd July where I was asked would I like to enable my account. I have responded to that numerous times but I still can't do that.

Now 5th of August I got three emails regarding my pending withdrawals since 11th June and they were cancelled because verification is needed.

How am I supposed to verify anything as I can't login and also you don't even say what documents you need? Also I have verified my account long time ago in full.

I really appreciate that you would continue communicating with us in this issue.

Dear parties,

I have sent one more email to the casino. In case we do not receive a response, we will be forced to close this case as unresolved.

Dear parties,

as we have not received any further response, we must conclude our mediation based on the evidence provided. The screenshots of the 250% VIP bonus clearly indicate no minimum odds requirement. On top of this, the affiliate bonus still remains unaddressed, and we also haven't received any evidence regarding a breach of the 50% reload bonus.

Without a substantive reply to these points, we cannot agree with the confiscation decision or consider the matter fairly resolved.

We therefore maintain our position that the winnings from the 1st bonus should be reinstated, or at the very least, the deposit connected to the unissued affiliate bonus refunded in full.

The complaint will now be closed as unresolved and the player was advised to file a complaint with the regulator.

Kind regards,

Martin