The player from Austria files a complaint against Lolo Casino for failing to immediately block her account after she reported her gambling addiction. Despite her requests for permanent closure and attempts to cooperate, the casino imposes bureaucratic hurdles, leading to further deposits and refusing to refund her after the self-exclusion date.
Lolo Casino - Player's account closure request is ignored.
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Current status
Waiting for casino to reply
1d 11h 14m 18s
Lolo Casino
Safety Index 5.5 Below averageCase summary
Discussion
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1 week ago
Translation
Dear Casino Guru Team,
I am hereby filing an official complaint against Lolo Casino. The casino ignored my explicit report of gambling problems, failed to immediately block my account, and created artificial bureaucratic hurdles to allow me to continue playing.
Sequence and facts:
July 10, 2026: I informed Lolo Casino support via email that I suffer from a gambling addiction and requested the immediate and permanent closure of my player account.
Deliberate delaying tactics: Instead of immediately blocking my account as part of their player protection measures, Lolo Casino simply sent me a form that only allowed me to select short breaks (1 day to 1 month). When I insisted again on permanent closure due to my addiction, they asked me to print out their specific form, fill it out by hand, and send it back.
My attempt to cooperate: Since I don't own a printer, I created my own form with my declaration, signed it, and sent it as a PDF. Lolo Casino rejected this and rigidly insisted on their own form.
Damage incurred: Due to this stalling tactic and the refusal to implement a protective block, I lost control and made further deposits (1 x €280, 2 x €160, 2 x €89, 1 x €40, and possibly more). Despite my reported addiction, the casino even lured me with bonus offers.
Refusal to refund: Upon my request to refund the deposits made after July 10th, Lolo Casino refused, citing their terms and conditions regarding the form.
Legal situation:
According to international licensing regulations, a report of gambling addiction requires the IMMEDIATE closure of the account. Terms and conditions do not supersede player protection. A casino may not impose administrative hurdles (such as a mandatory printed form) to allow a vulnerable player to continue depositing.
Demand:
I demand a full refund of all deposits made after my initial self-exclusion email on July 10, 2026, as Lolo Casino has grossly violated player protection laws.
Automatic translation:
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1 week 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 week ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Lolo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm whether you currently still have access to your account?
- When was the last time you made a deposit in this casino?
- Could you please confirm whether you have passed the KYC verification?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 week ago
TranslationThank you
I have just sent you an email containing the complete email correspondence.
However, I no longer have the email with the bonus offer from the VIP, which I received on July 10th and 19th.
Could you please confirm if you still have access to your account? YES
When did you last make a deposit at this casino? July 20, 2026
Could you please confirm that you have passed KYC verification? YES
Automatic translation:
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6 days ago
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, Igor (igor.p@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,
Attila
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6 days ago
Dear Jakub02,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the Lolo Casino Casino and I hope that together we will come to a successful resolution of your issue.
I will now try to contact a Lolo Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.
If a Lolo Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.
Best regards,
Igor
