LolaJack Casino - Player's account has been closed.

Salve, premetto che ho presentato separatamente richiesta di riapertura del reclamo su dragonia e che il problema è strettamente collegato. Il casinò ha bloccato l’accesso al mio account, quando provo ad accedere visualizzo il messaggio "account in revisione" ed il blocco è esteso a tutti i casinó del loro brand per cui mi ritrovo qui su lolajack 1200€ di prelievi che hanno cancellato e su dragonia 1700€. Ho accumulato le mie vincite con diversi depositi giocando solo ed esclusivamente slot ad entrambi i casinó, non ho violato in alcun modo i termini e condizioni e gradirei poter prelevare le mie vincite

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please clarify when exactly you created your casino account and when it was closed?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

ciao, mi sono registrato su questo casinò il 22 luglio, non mi è mai stata richiesta la verifica dell'identità, c'era scritto che l'account non richiedeva nessuna verifica. 700€ circa li ho accumulati completando i requistiti di wager di un bonus nel rispetto dei loro termini e condizioni e la vincita in eccesso ero già stata cancellata successivamente dopo aver richiesto il prelievo ho effettutato dei nuovi depositi e vinto altri 500€ giocando alle slot con saldo reale

Thank you very much for your reply, Darz1991. Have you received any explanation from the casino regarding this situation? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

salve, purtroppo non ho ricevuto risposta, ho provato a contattare l'assistenza tramite chat dal vivo ma appena arriva il mio turno nella coda non rispondono. avevo anche fatto presente che la chisura dell'account riguarda anche agli altri casinò del loro brand per cui avendo lo stesso problema con Dragonia per cui ho richiesto riapertura del reclamo (https://casinoguru-it.com/reclami/dragonia-casino-i-prelievi-dei-giocatori-sono-in-ritardo) ho provato a contattare il mio account manager ma anche in questo caso non ottengo nessuna risposta dal casinò.

Dear Darz1991,

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.k@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,

Kristina

Hello Darz1991,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite LolaJack Casino to join the conversation.

Dear LolaJack Casino,

Could you please let us know why the player's account remains under review and whether there is any particular reason for the delay?

We would also appreciate your clarification as to why the player has not received any communication from your side regarding their enquiries or the current status of the review.

We look forward to your response and cooperation in clarifying the matter so that, if there are no further obstacles, the player can receive their winnings without any further unnecessary delay.

If there are any additional factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.