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Hello,

On 14/12/2023, I asked for the closing of my account on this site, for addiction. I got no answer to my e-mail but the account has been closed. 

On 28/12/2023, when I had a gambling impulse, I sent an e-mail back to support to ask for the account to be reopened, which was done immediately and generated an additional loss of 50 euros.

I asked for an explanation from support, and a refund of this last deposit for not respecting the responsible gambling policy, but I got no answer.

That's why I'm filing this complaint today, and I hope you can help me.

Sincerely 

Hello Rmx314,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick,

Thank you for your feedback. I would like to point out that when I asked for my account to be closed, I made it clear that it was for addiction.

Thank you Rmx314 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Rmx314,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear LollyBet Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 Rmx314,

I am trying to reach the casino internally. I will let you know here with any updates. Can yu tell me if there were any updates in your case?

Dear Rmx314,

I have been informed by the casino representative that you have been in contact with the casino, you were reimbursed and your account was closed, therefore the complaint should be marked as resolved. Can you confirm this info?

Hello,

Please excuse my absence, I've had some health problems. The casino credited the money to my player account, and I couldn't resist playing again. It's a pity that the casino didn't refund the money itself, as the temptation was too strong... however, thank you for your help.

Dear Rmx314,

Is your account closed now?

The account is now closed

Dear Rmx314,

It definitely wasn't a correct move to refund the money back to you casino account, it should have been refunded directly to you. You should be refunded for this and your account should remain closed. I have informed the casino representative about this and I am waiting for their reply.

Hi,

Casino refund me on my crypto wallet. Complaint is now solved. Thanks for all.

Sincerely

Dear Rmx314,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal V from Casino.Guru