LolaJack Casino - Player's account has been closed.

Salve, ho richiesto un prelievo su questo casino il 23 Luglio e il 4 Agosto mi è stato chiuso il conto senza motivo e mi è stato annullato il prelievo. Vorrei chiedere al casino di restituire il mio saldo residuo per intero.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

1. Have you made any successful withdrawals from this casino before?
2. Have you passed the full KYC verification, or at least submitted any identity documents to this casino for the KYC process?
3. What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
4. Did you accumulate your winnings with or without a bonus?
5. Have you contacted customer support to ask about the reason why your account was closed and your withdrawal reversed? If so, what response did you receive?

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

Best regards

Veronika

Ciao Veronika,

• si, il primo prelievo mi era stato pagato il 27 Luglio
• non mi è stata chiesta nessuna verifica KYC
• ho giocato solo alle slot machine
• ho accumulato le vincite senza bonus
• non ho ancora ricevuto risposta da parte del casino riguardo al motivo della chiusura

Thank you for your reply.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you received any updates from the casino in the meantime?

Ciao,

• non conosco nessun altro che abbia un conto su Lolajack
• il casino non mi ha dato nessun aggiornamento

Dear rag774

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, Samuel (samuel.s@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,

Veronika

Dear rag774,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from LolaJack Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear LolaJack Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Dear rag774,

Unfortunately, as LolaJack Casino has not responded to the complaint within the given timeframe, I will have to close the complaint as unresolved.

I am sorry that I cannot do more from my side in this situation. As far as I am aware, the casino does not currently hold a valid gambling licence, which further limits the options available to you for pursuing the case.

However, please note that the casino's lack of cooperation will also be reflected in its Safety Index rating on Casino Guru, so the casino will face a negative impact as a result of not participating in the complaint resolution process.

If LolaJack Casino decides to participate in the complaint and provide the necessary information, they can request that the complaint be reopened, and I will be happy to review the case again based on their response.

I understand this is not the outcome you were hoping for, and I am sorry that we cannot take the case further without the casino's cooperation.

Best regards,

Samuel

Casino Guru