Lolly Spins Casino - Player's account is closed with winnings confiscated.

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Dear mariarej,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the general Terms and Conditions of the casino and found the following:

"3.1. You can sign up (register) and use only one Account on the Website.

3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device, we must be informed by the respective Account holders in advance.

3.3. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all bets placed on the duplicate Accounts, block bonuses and gifts, and void withdrawal requests. In addition, any returns, winnings, or bonuses gained or accrued during the duplicate account lifecycle may be forfeited."

I apologize, but it may be difficult for the casino to justify the creation of two accounts from the same IP address and shared household. We always strongly advise players to contact the casino in advance to verify whether creating another account from the same household would be permitted. Ideally, such situations should be clarified before gameplay begins and after completing account verification.

Nevertheless, please allow me to ask you a few questions so I can better understand the situation:

• Could you please confirm whether you successfully passed the KYC verification and which KYC documents you have submitted and when?
• Could you please confirm that your winnings were accumulated without an active bonus?
• Have you clearly infomred the casino in advance that you would like to create another account from the same household?
• Have you received any communication from the casino specifically regarding the alleged multiple account breach?

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,

Petra

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

• When was your account closed, and when did you receive the notification from the casino?
• What reasons did the casino provide for concluding that your account was a duplicate of your son’s account besides the shared IP address? Was there any other shared information, such as email address, payment method, device, or anything similar?
• Would it be possible to provide your gaming history and current verification status?
• Could you also provide any additional communication you had with the casino? This may include screenshots, emails, or chat transcripts. You can send all documents to: petra.h@casino.guru or post the screenshots directly in this thread.

Thank you again for your cooperation.

Dear mariarej,

I understand that this situation is frustrating for you. However, based on the information and evidence currently available to me, it is difficult to challenge the casino's position regarding the creation of two accounts from the same IP address, device, and household.

We generally advise players to contact the casino in advance and obtain explicit confirmation before creating a second account under such circumstances. Ideally, any additional account should also be fully verified before gaming activity begins. While some casinos may allow multiple accounts from the same household under specific conditions, this should always be confirmed beforehand. The safest approach is to notify the casino in advance and obtain clear written approval before registering or playing.

At this stage, I have not seen any evidence indicating that the casino specifically authorized the creation of multiple accounts from the same IP address, device, or household. Furthermore, I have not received sufficiently clear evidence demonstrating that no bonus was used and that there was no possibility of bonus abuse.

Without evidence that the casino granted an exception to its multi-account policy, or compelling proof that the situation could not have resulted in an unfair advantage, I have very limited grounds on which to dispute the casino's decision. Therefore, I am afraid I will have to reject the complaint as unjustified.

I understand that this outcome may be disappointing. However, based on the evidence currently available, I do not have sufficient grounds to conclude that the casino acted contrary to its stated terms and conditions.

I wish I could be of more assistance in this matter. Thank you for your understanding and cooperation.

Best Regards,

Petra