Lolly Spins Casino - Player's withdrawal is delayed.

I am submitting this complaint regarding delayed withdrawals at Lollyspins.

I won approximately €12,000 using my own deposited funds (no bonus). My account is fully verified, the game provider has confirmed the win, and approximately €5,000 has already been paid out. There is no dispute regarding the legitimacy of my balance.

However, the withdrawal process is being unnecessarily prolonged.

In practice, I am limited to €500 per day and around €2,000 per week, which is significantly lower than the limits stated in the Terms and Conditions. In addition, each withdrawal consistently takes 3 working days to be processed.

I am able to submit withdrawals on consecutive days, meaning multiple withdrawals are pending at the same time, yet each one is still processed only after 3 days. This creates a clear pattern where every withdrawal is handled at the maximum timeframe, significantly extending the overall payout.

At the same time, I am repeatedly being encouraged to continue playing. I have been informed that my withdrawal limits may increase if I increase my VIP level through further gameplay. In addition, I continue to receive frequent promotional emails and advertisements encouraging me to play, even while my withdrawals are pending.

This creates a clear conflict of interest, as I am trying to withdraw my verified funds, while the casino is actively encouraging further gambling activity.

I am not disputing the win. I am simply requesting timely and reasonable access to my verified balance without unnecessary delay.

Kind Regards

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Dear Dappdapp,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you have experienced.

I have reviewed the withdrawal limits stated in the Terms and Conditions and found the following:

6.11. You can withdraw up to €5,000 (or the equivalent in your account currency) per 24 hours, up to €10,000 within 7 days, and up to €25,000 within 30 days. Please note that actual limits may vary depending on the withdrawal method, VIP status, account activity, and other factors that may affect the withdrawal process.

To better understand your situation and assist you more effectively, I would like to ask a few questions:

• What specific withdrawal limits mentioned in the Terms and Conditions do you believe have not been honored?
• Could you please specify the exact date when you requested the withdrawal?
• Could you please confirm which verification documents you have already submitted and when?

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 response.

Please find my clarifications below:

• Withdrawal limits not being honored

While the Terms and Conditions state that withdrawals can be up to €5,000 per 24 hours and €10,000 within 7 days, in practice my account is limited to €500 per day and approximately €2,000 per week.

I understand that limits may vary; however, this is a significant reduction compared to what is stated, and it directly affects how long it takes to access my funds.

• Withdrawal timeline

Here is a summary of my recent withdrawals:

• Withdrawal 1 – requested 23/3 → approved 26/3 (~3 days)

• Withdrawal 2 – requested 24/3 → approved 27/3 (~3 days)

• Withdrawal 3 – requested 25/3 → approved 30/3 (~3 days)

This pattern continues, where each withdrawal consistently takes around 3 working days, even when multiple withdrawals are pending at the same time.

• Verification

My account is fully verified. I submitted all requested KYC documents, including identity and payment verification, and these were approved before my first withdrawal was processed.

There have been no additional verification requests since then.

My concern is not a single delay, but the consistent pattern:

• Low withdrawal limits (€500/day, ~€2,000/week)

• Each withdrawal taking the maximum processing time (~3 days)

• The resulting payout process being extended over several weeks

Additionally, I have received communication from the casino indicating that withdrawal limits may increase if I continue playing and increase my VIP level, while I am actively trying to withdraw my funds.

From my perspective, this results in restricted and delayed access to already verified winnings.

Thank you for your assistance.

I would like to provide additional information that I believe is highly relevant to my complaint.

I contacted the casino directly to clarify how withdrawal limits are determined. In their reply, they explicitly stated that:

Withdrawal limits are linked to account activity and VIP status

"Regular gameplay is what typically supports an increase" in withdrawal limits

This confirms that increasing withdrawal limits is tied to continued gameplay.

At the same time, I am currently trying to withdraw my existing balance of over €6,000. Due to the imposed limits (~€500 per day / ~€2,000 per week) and processing times (~3 days per withdrawal), the payout process is being significantly prolonged.

Additionally, I continue to receive promotional messages encouraging me to play more, while my withdrawals are still pending.

From my perspective, this creates a situation where I am effectively incentivized to continue gambling in order to access my funds more efficiently.

I would appreciate your assessment of whether this practice is fair and in line with responsible gambling standards.

Thank you for your assistance.

Dear Dappdapp,

Thank you for your detailed explanation.

We understand that, considering the amount of your winnings and the withdrawal limits you mentioned, the overall waiting time may feel prolonged.

However, please bear in mind that it is the casino’s own decision to set withdrawal limits (daily, weekly, or monthly) and to adjust them based on factors such as your VIP status. Unfortunately, we are not in a position to influence or compel the casino to change these limits.

Additionally, it is quite common for withdrawals to take several days—or even weeks—to be fully processed. This means it may take some time for the funds to appear in your account. Delays can be caused by factors such as internal processing procedures, a high volume of withdrawal requests, or verification checks.

For this reason, we generally advise players to remain patient, cooperate fully with the casino, and allow at least 14 days as a standard timeframe for withdrawals to be processed.

If the payment takes longer than this period, your complaint may be considered justified, and we will escalate the case further with the casino to request an explanation and assist in resolving the issue.

To clarify your situation, could you please provide the following details:

• Have you contacted customer support regarding this issue? If so, what was their response?
• Which payment method did you use to withdraw your winnings? Was it the same as usual?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

If possible, please also upload a screenshot of your withdrawal history directly to this thread.

Thank you for your cooperation.

Thank you for your response.

Please find the requested details below:

- I have been in contact with customer support and my VIP manager multiple times. They confirmed that withdrawals take 1–3 working days and that limits are linked to account activity and VIP status.

- My withdrawal method is bank transfer (IBAN), which has already been verified.

- My withdrawals are processed sequentially. I can request one per day (€500 each), but each withdrawal takes approximately 3 working days to be processed. This creates a continuous delay where the full balance takes several weeks to withdraw.

- My current withdrawals are in "pending" status for several days before being processed.

I have also attached my withdrawal history showing the pattern.

While I understand that some delay is normal, my concern is the combination of:

- Low withdrawal limits (~€500/day, ~€2,000/week)

- Consistent maximum processing time (~3 days per withdrawal)

- The overall payout being extended significantly as a result

Additionally, I would like to highlight that the casino has explicitly stated that withdrawal limits can be increased with continued gameplay and activity.

From my perspective, this creates a situation where access to funds is restricted while incentives to continue playing remain.

Thank you for your assistance.

I would like to provide an additional update.

Even while my withdrawals are still pending and limited, I continue to receive messages from the casino stating that:

"Consistent activity is the key to unlocking faster processing and potentially higher limits."

This again confirms that improved withdrawal conditions are linked to continued gameplay.

At the same time, I am actively trying to withdraw my balance.

From my perspective, this creates a situation where I am encouraged to continue gambling in order to gain faster access to my own funds.

I am sharing this as additional context, as I believe it is relevant to the fairness of the withdrawal process.

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

Could you provide the above-mentioned 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.

Hi Petra,

I’ve now sent you an email with additional screenshots and communication with the casino.

Let me know if you need anything else.

Thanks.

Dear Dappdapp

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 Romi (romana.r@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

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Lolly Spins Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Lolly Spins Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi and dear Dappdapp,

We have reviewed the account and would like to clarify the situation.

First of all, there is no dispute regarding the legitimacy of the player’s winnings. Since March 5th, withdrawals have been processed on a regular basis, and a total of 9500 EUR has already been paid out from the overall amount of 12191 EUR.

At this moment, the remaining balance is 1507 EUR. The corresponding withdrawal requests are already in progress and scheduled for processing in the coming days. In other words, the payout process is close to completion and has been proceeding without interruptions.

The limits referenced in the Terms and Conditions represent maximum thresholds. The actual limits applied to an account may vary depending on factors such as account status, activity, and the selected payment method, and these have been applied consistently in this case.

Each withdrawal request has been handled within the standard processing timeframe. There have been no delays outside of the usual processing period, and all requests have been processed in line with our procedures.

Account activity may affect certain operational parameters, such as limits or processing priority. At the same time, it does not restrict the player’s ability to withdraw funds, and there is no requirement to continue playing in order to access the remaining balance.

Promotional messages are sent as part of general communication and are not connected to the withdrawal process. If needed, these can be disabled at any time.

Overall, withdrawals have been carried out regularly, the majority of the balance has already been paid, and the remaining amount is currently being finalised.

Best regards,

LollySpins Casino Team

Hello Romi,

Thank you for your response and for involving the casino.

I would like to clarify that my concern is not whether withdrawals are eventually paid, but rather the conditions under which they are being processed.

In practice, my withdrawals are restricted to €500 per request, with an effective weekly limit of approximately €2,000, and each withdrawal takes around 3 working days. This results in a prolonged and restrictive payout process, regardless of what is described as "standard."

However, the main issue remains unaddressed in the casino’s response.

On March 23rd, I clearly informed the casino that I only wanted to withdraw my remaining balance and had no intention of continuing to play.

Despite this, I have continued to receive repeated promotional communications and VIP offers encouraging further gameplay.

Most notably, I received an offer requiring €75,000 in wagers to unlock an additional withdrawal outside my limits and with priority processing. I have also received follow-up messages reminding me about this offer.

This directly links improved withdrawal conditions (faster processing and higher limits) to continued gambling activity.

While the casino states that there is "no requirement" to continue playing, the practical effect of these communications is clearly to incentivize further gambling during an active withdrawal process.

This aspect has not been addressed in their reply.

I therefore ask for a clear assessment of whether:

1. It is appropriate to continue sending promotional and VIP offers after a player has explicitly stated their intention to withdraw only

2. Offering improved withdrawal conditions in exchange for wagering activity is consistent with fair and responsible practices

Thank you for your consideration.

Thank you, Lolly Spins Casino, for the information provided.

Dear user,

Please know that the main and only point of this complaint is for you to receive your winnings. As the casino has informed us, there is only a small amount left.

Therefore, I would like to ask you to inform us whenever you receive the remaining balance, so this complaint can be closed.

Any other issues or communication should be kept outside this thread, please.

Thank you for your understanding.

Respectfully,

Romi

Hello Romi,

I understand that the primary goal is for me to receive my remaining balance, and I will confirm once all funds have been received.

However, I would like to briefly note that the withdrawal process has been significantly prolonged in practice due to low limits (€500 per withdrawal, ~€2,000 weekly) combined with processing times of around 3 days per request.

Additionally, despite clearly stating that I only wanted to withdraw my balance, I continued to receive promotional offers encouraging further gameplay during this period.

I understand this may fall outside the main scope of the complaint, but I wanted it to be noted.

I will update you once the remaining balance has been fully paid.

Thank you for your assistance.

Best regards

Dear Dappdapp,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru