Lolo Casino - Player’s winnings have been confiscated.

I deposited €50 and received a €25 Free Bet.

According to the casino’s Free Bet rule 1.5, the maximum amount that can be won via the Free Bet is €100 or three times the value of the Free Bet (€75), whichever comes first.

However, these winnings were credited directly to my real balance. After this, I continued playing slot games normally and my balance increased to approximately €1700 before I lost part of it. I attempted to withdraw €800

The casino cancelled my withdrawal and confiscated all winnings citing a general terms clause.

The Free Bet rule only limits the winnings from the Free Bet itself. It does not state that subsequent winnings generated from the real balance are subject to the same limitation.

Therefore, confiscating all subsequent winnings appears inconsistent with the casino’s published rules.

I kindly request a review of this case and reinstatement of the legitimate winnings generated from my real balance.

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Dear Anatude06,

Thank you for submitting your complaint. I’m sorry to hear about your experience with Lolo Casino and appreciate you bringing this to our attention.

May I ask a few questions to better understand what happened?

• Were you informed at any point that the bonus terms and conditions remain in effect even after you have completed the wagering requirements?
• Do I understand correctly that your casino balance was shown as separate 'real money' and 'bonus' balances?
• Could you please clarify how much money you had in your casino account after you completed the bonus wagering requirements?

We hope to resolve this issue as quickly as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

Thank you for reviewing my case.

1. I was not informed that the bonus terms and conditions would remain in effect after the free bet winnings were credited to my account. I did not see any information indicating that subsequent winnings generated from my real balance would still be subject to the free bet limits.
2. Yes, my casino account displayed separate balances for real money and bonus funds. The winnings from the €25 free bet were credited directly to my real balance.
3. After the free bet was settled, my balance was approximately €90. I then continued playing slot games with that real balance, and my total balance later increased to around €1700 before I lost part of it. I attempted to withdraw €800

Thank you for your assistance in reviewing this situation.

Best regards,

Antti

Thank you very much for your reply, Anatude06. Have you tried contacting the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello,

Thank you for your message.

I have sent all relevant correspondence and supporting documents to your email address.

Please let me know if you need any additional information.

Best regards,

Antti

Dear Anatude06,

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, Michal (michal.k@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,

Kristina

Hello Anatude06,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and according to the communication with the casino team you provided, the confiscation of the winnings was because of an alleged violation of the rules on your part, rather than the maximum winnings from the bonus limitation.

I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Lolo Casino to join the conversation.

Dear Lolo Casino,

I would appreciate details, including any supporting documentation, concerning the player's conduct that led to the confiscation of the winnings. If this information cannot be shared publicly, kindly send it to me directly at michal.k@casino.guru for an independent review.

Thank you in advance.

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 Anatude06,

I would like to provide an update. I have received information and evidence from the casino team that sheds a bit of different light on the situation.

There were certain concerns raised with your gameplay, and it seems to be mostly related to your sports betting activity, and not slot play, as you suggested. Can you please confirm if the €25 Free Bet was to be used in the sports section? Where have you gained most of your winnings?

Could you please confirm whether any of your family members, friends, or acquaintances hold an account with Lolo Casino?

If they have, have you played at the casino around the same times as them, perhaps during a visit? Have you or are you using a VPN software?

Can you please confirm the devices you have used to register and play in Lolo Casino?

Hello,

Thank you for your message.

Yes, the €25 Free Bet was used in the sports section, as required by the terms. The winnings from that bet were credited to my real balance, after which I continued playing slot games. The majority of my final winnings were generated from slot gameplay.

No, none of my family members, friends, or acquaintances have an account at Lolo Casino, to my knowledge.

I have not used a VPN at any point.

I have only used my personal device(s) to access and play at the casino (I used both my mobile phone and my PC)

Please let me know if any further clarification is needed.

Best regards,

Antti

Dear Anatude06,

Thank you for your reply. Given that you acknowledged using a sports betting bonus and that the funds originated from your sports betting activities, which you later used for casino game gameplay. As I have previously mentioned, there have been specific concerns raised regarding your sports betting activities, and from a strictly technical standpoint, the casino team appears to have acted in line with their regulations concerning prohibited techniques or rule violations.

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

As you have already been informed. This being said, there are still certain points that I would like to clarify; thus, I have requested additional information and supporting evidence from the casino team, which—once received and reviewed—should allow me to fully assess the situation.

Dear Lolo Casino,

Thank you for the information and evidence provided so far. To ensure a thorough and accurate understanding of the situation, I have reached out to request some additional details and supporting documentation.

I'm looking forward to your timely response.

Dear Anatude06,

Sadly I have not received further response from the casino.

As I have previously mentioned, there have been specific concerns raised regarding your sports betting activities, and from a technical standpoint, the casino team appears to have acted in line with their regulations concerning prohibited techniques or rule violations.

This being said, I'm not in a position to fully support the casinos action because of the lack of the additional information and evidence I have requested.

Since no advancements have been made despite my multiple attempt to reaching out to the casino team I'm forced to close this case as unresolved at the moment.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might steer things in a positive direction. You will be informed as soon as we receive some updates regarding this complaint. I am sorry we could not be of more help on this occasion.

If you want to pursue your case further, you can reach out to the Anjouan Gaming Authority and submit a complaint with them. Please note that their complaint-handling process has recently changed, as outlined on their website in the Third-Party Complaint Policy | Anjouan Gaming

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs.

As Lolo Casino has not fully engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to resolve your issue. Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru