The player from Greece faces issues withdrawing funds from a verified Lollyspins account due to the casino requesting verification of a card ending in 7458, which he cannot provide, as his deposit was made via Apple Pay using a different card. Despite submitting irrefutable proof of ownership and the transaction, he receives only automated responses that ignore his explanations.
Lolly Spins Casino - Player's withdrawal is delayed due to card verification issues.
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Lolly Spins Casino
Safety Index 9.2 Very highCase summary
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8 hours ago
Translation
Hello. I have a fully verified Lollyspins account, have made deposits/withdrawals in the past, and recently requested a new withdrawal via Bank Transfer. The casino is now asking me to verify a card ending in 7458.
I made this deposit using Apple Pay via my Revolut card (which ends in 0220). As is well known, Apple Pay encrypts the actual card number and creates a virtual "Device Token" for the merchant, which in this case was 7458. Therefore, there is no physical card with the ending 7458 for me to take a photo of.
I have sent Lollyspins' KYC department irrefutable proof many times:
1. The official Revolut Transaction PDF showing the deposit to their payment provider.
2. The official Revolut Account and Card Confirmation which proves that the actual card (0220) belongs to me.
3. A screenshot directly from my Apple Wallet showing the exact €20 transaction, with the date, time and amount matching perfectly.
Even though I have sent all the official documents proving ownership of the payment method beyond a shadow of a doubt, the Lollyspins KYC team responds with the exact same automated message (copy-paste bot) every day, completely ignoring my explanations and attached files.
I kindly request the Casino Representative via Casino Guru to manually review my documents and approve the withdrawal, as it is technically impossible for me to provide a photo of a virtual Apple token, and their automated system does not allow me to be served.
Automatic translation:
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1 hour ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 hour ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lolly Spins Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Would it be possible for you to provide screenshots or a video of what it looks like when you attempt to use this payment method?
- Did you achieve your current balance with the help of a bonus?
- Have you deposited using this payment method in other online casinos? Were you able to verify this payment method elsewhere successfully?
- Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
