LolaJack Casino - Player's account closure request was ignored.

I had email contact with the casino in which I requested that my account be closed due to my gambling problems. They did respond to my email, but only addressed a different question and completely ignored my request to close my account. This means they did read my message but failed to take any action regarding the closure.

Because my account was not closed, I was able to cancel a withdrawal of €100 and gamble that amount. In addition, I deposited and lost another €1,100 after this communication. The casino was aware of my gambling problem, yet did not act on my request to close my account.

For this reason, I am requesting a refund of all losses incurred after they became aware of my situation and after I had explicitly requested account closure.

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Dear Jesstxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@lolajack.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please confirm if you are still able to access the Casino?

Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Dear Petra,

Thank you for your message.

I can confirm that I still have access to my casino account. I have clearly informed the casino about my gambling problem. I have also forwarded the email correspondence, along with a screenshot of the email stating that I have a gambling problem, to your email address.

They responded to the email, but not substantively regarding the account closure and the issue I raised about my gambling problem.

best regards,

Jessica

Hello Petra,

Just some additional information. Since my previous message, I’ve already received three promotional emails and a text message from them, offering deals to try to entice me to start playing again.

Kind regards,

Jessica

They keep sending emails and text messages, which led me to deposit money again and start playing.

Thank you for your reply and for providing the previous details, Jesst.

• Could you confirm the exact date you sent the email requesting the closure of your account?
• Can you confirm the specific dates of your deposits and withdrawals mentioned in your complaint?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Petra,

The exact date of my account closure request was April 8, 2026. LolaJack Casino responded to this request by email on April 9, 2026 at 09:52 in the morning.

The deposits I am referring to were made from April 9 at 15:13 in the afternoon until April 11, 2026 at 17:30.

At the time of this response, LolaJack Casino was already aware of my gambling problem. Despite this, my request to close my account was not acted upon.

On April 11, 2026, I contacted them again, explicitly requesting the immediate closure of my account due to my gambling problem. My account has since been closed.

The claim for reimbursement concerns the deposits made during the period in which LolaJack Casino was aware of my gambling problem, as evidenced by the response to my email, yet failed to close my account.

I have attached the most relevant emails, which clearly show that I informed them of my gambling problem and requested the immediate closure of my account. These emails also demonstrate that this request was acknowledged but not acted upon. As a result, I incurred losses of approximately €2,000, which could have been prevented had my urgent request been taken seriously.

Instead, I continued to receive promotional materials from the casino after my initial request, which further triggered my behavior and led me to continue gambling.

I will attach additional screenshots to support my claim. Unfortunately, I no longer have all communication, as I deleted some of it. I was receiving a large number of promotional emails and SMS messages.

Kind regards,

Jessica Timmerman

They only responded by email regarding the missing deposits and did not address my request for account closure or my gambling problem in any substantive way.

Additionally, via live chat they were also made aware of my gambling problem. However, I was informed that account closure had to be requested via email. This means that they were aware of my situation through multiple channels, yet no action was taken.

I do not have screenshots of the live chat conversations, as I am unable to retrieve these.

Dear Jesst

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Jesst,

My name is Michal, 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 Lolajack 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,

Michal