Lolly Bet Casino - Pelaajan kotiutus viivästyy bonuksen väärinkäyttöväitteen vuoksi.

So, I won, I requested a withdrawal, and it was canceled due to accusations of bonus abuse, and I only used the site's resources, such as a minigame to earn points and exchange for free spins without requirements, and within the minigame there is the possibility of winning 10 euros or 5 euros in real balance, so I accumulated these points, bought and used them, but basically the request was made with these gains of 5 and 10 euros in real balance, and they simply accused me of bonus abuse! so I don't think it's fair that I don't get the money when I've only used the store and minigame options on the site itself!

Então, ganhei solicitei uma saque, e foi cancelado por acusação de abuso de bonus, sendo que apenas usei os recursos do site, como minigame para ganhar pontos e trocar por rodadas gratis sem requisitos, e dentro do minigame existe possibilidade de ganhar 10 euros ou 5 euros em saldo real, então acumulei esses pontos comprei e usei, mais basicamente a solicitação foi feita com esses ganhos de 5 e 10 euros em saldo real, e eles simplesmente me acusaram de abuso de bonus! então não acho justo não receber o dinheiro sendo que usei apenas as opções de loja e minigame do própio site!

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted customer support to ask about more details regarding the allegations of bonus abuse?
• Have you made sure not to bet over the maximum allowed threshold?
• Could you please describe in more detail which games you played while your bonus was active?
• Am I correct in understanding that you bought special features available directly in the games while your bonus was active?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I contacted them to find out more details, the site's live chat never has agents, I sent an email and didn't get an answer either, the 1000€ requested were from the 5€ and 10€ drops I accumulated, so those 5€ and 10€ are real balance not bonuses, so maximum bet shouldn't be taken into account, besides I didn't make high bets, even if it was a bonus it shouldn't be a problem. And yes, I bought free spins (with the withdrawal request in progress) without wagering requirements. So the points I bought were free spins with no wagering requirements and the real balance I won in the minigame I requested to withdraw. For clarification purposes, the minigame gave me points and real balance and the chance of getting nothing, only the game was giving me luck! So it makes no sense for them to deny me something that they themselves made available, and there were no bugs in the minigame or cheats, since I always lost the points too!

Entrei em contato com eles para saber mais detalhes, o chat ao vivo do site nunca tem agentes, enviei e-mail e também não obtive resposta, os 1000 R$ solicitados foram dos drops de 5€ e 10€ que eu acumulei, então esses 5€ e 10€ são saldo real não bônus, então aposta máxima não deveria ser levado em conta, além disso eu não fiz apostas altas, mesmo se fosse bônus não deveria ser motivo de problema. E sim eu comprei rodadas ( com a solicitação em de saque em andamento) grátis sem requisitos de apostas. Então os pontos eu comprei giros sem requisitos e o saldo real que ganhei no minigame eu solicitei o saque. Para fins de esclarecimento, o minigame dar, pontos e saldo real e a chance de não obter nada, apenas o jogo estava me dando sorte! Então não faz sentido eles me negarem algo que eles mesmo disponibilizaram, e não houve bugs no minigame ou trapaças, já que eu sempre perdia os pontos também!

Dear dsdasd,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear dsdasd,

I am sorry to hear about your problem with Lolly Bet Casino.

I will now try to contact a Lolly Bet 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 Lolly Bet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 dsdasd,

I have repeatedly tried to contact the Lolly Bet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor