Lolly Bet Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

I’m a player from Finland, and I play online casinos only from Finland. I opened an account at Lolly Bet Casino some time ago, and they allowed me to use it. For some time I was able to deposit and withdraw without any problems.

However, when I recently tried to withdraw the remaining €400 balance from my account, the withdrawal was declined and I received the following email:

Following our recent account verification, we unfortunately noticed that your registration was made from a restricted country, as stated in our Terms of Use.

As outlined in Articles 10.1 and 10.2, users are responsible for ensuring that opening an account and using our platform complies with the laws of their country of residence.

More specifically, Article 10.3 of our Terms of Use states:

"If it appears to us that you are a resident of a country where the use of the Website is not legal, or that you are using the Website from such a country, we are entitled to immediately close your account."

In accordance with this clause, we regret to inform you that we are required to permanently close your account due to this violation of our Terms of Use.

I understand this means they wouldn’t accept players from Finland anymore, but I don’t think it’s right for them to withhold my remaining account balance. I consider this action potentially fraudulent on their part because it doesn't even make sense.

I also want to add that five days after the permanent closure of my account and the confiscation of my remaining balance, I received an email from them saying, "Congratulations — you are now VIP!" I was even assigned a VIP Manager; however, the casino has remained completely non-responsive to me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear tmstms,

Thank you very much for submitting your complaint. I'm very 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 advise whether registration from your country was allowed at the time of your registration?
• Have you passed the KYC verification in this casino?
• Do I understand correctly that the your account balance has been withheld at the time of your account closure?
• Additionally, could you please share your communication with the casino? You can reach me via email at attila.g@casino.guru. or you can attach screenshots here.

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

Thank you very much in advance for your reply.

Best regards,

Attila

Could you please advise whether registration from your country was allowed at the time of your registration?

-Yes. Your site, Casino Guru, also shows that Finland is accepted. I can’t find anything in their terms and conditions that indicates otherwise.

Have you passed the KYC verification in this casino?

-As far as I remember now, it was probably never requested yet. I checked back my emails from the casino and there was no KYC request. If there was something on their site where I was able to send my documents, it's possible I sent but not certain... I just don't remember now, and I can't check, because my account is closed.

Do I understand correctly that the your account balance has been withheld at the time of your account closure?

Yes. They believe they have the right to do so. This doesn’t seem very polite behavior, even if they truly intended to ban players from my country. I’ve seen similar cases over the years when a site changes its country restrictions, and in every case I’ve seen, they at least:

-allowed players to withdraw their funds, and

-clearly updated their terms and conditions.

Communication regarding this: First, I contacted them via chat message, but received no reply. Yesterday, I sent this email and I’m still waiting for their response.

Hello,

My withdrawal was rejected because: restricted country.

I read your terms and conditions: https://lolly-bet999.com/en/contacts/terms-and-conditions

Could you kindly point out where, in what clause, my country, Finland, is generally restricted from receiving any withdrawals or opening accounts? And how do you explain that I previously used my account without problems and also received withdrawals? What makes this sudden change between now and then?

Dear tmstms,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10 cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for Lolly Bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Lolly Bet Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.