Lolly Bet Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

Hello! I registered on the this website using my real personal information and filled up all profile details prior to making a deposits. The website in their personal cabinet allowed me to choose Ukraine as my registration country. Also I have checked their Terms & Conditions on their website and they don't list my country (Ukraine) as restricted one. I made a total deposits in amount around 2300 EUR and ended up in winning around 6900 EUR. I started to withdraw money and succesfully withdrawed around 1100 EUR via cryptocurrency. TThey allowed me to withdraw 200 EUR per day, so I did that for couple days simultaneously. Also their Live Chat support made a manual withdrawal of 500 EUR. After I submitted the withdrawal request on 21.09.2025 I got an email that my account has been closed because they state that my country is in restricted list of their operating license. So basically they stole from me around 5800 EUR in total which I didn't manage to withdraw. I suspect their behaviour in using thief practices to do not pay me my winnings. I kindly ask you to investigate my case and do everything possible to get my money back.

Also I've submitted the complaint to Anjouan gaming license. I will attach the copy of my complaint to casino.guru as well

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Dear bigwinbet,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

• Could you please clarify when exactly your account was created?
• Did you provide any documents to verify your identity before you lost access to your casino account?

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,

Kristina

Hi!

It was created just couple days ago - at 12th of September.

Regarding the verification, their website states that verification is not needed for deposit, play and withdraw and they didn't ask for any documents before approving my first withdrawals.

But I've completed the profile information and added all my info there before making a deposit. So they were seeing my country before I made my first deposit.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina!

The casino is totally ignoring me and letter from Anjouan to provide any comments on my situation. Their live chat is also unavailable and their WhatsApp support / VIP manager do not read my messages.

I can forward automated emails which I receive previously, before the account block. Basically they stop to respond me after I won and build a balance on my account.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello bigwinbet,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will try to contact the casino to see if I can help. However, I must let you know that Lolly Bet Casino stopped responding to us and apparently lost interest in cooperating with us in resolving player complaints we receive about their casino. Multiple complaints have already had to be closed as unresolved – no reaction. Consequently, a positive resolution of your case seems rather improbable; nonetheless, I will still make the effort to reach out to them.

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

Dear LollyBet Casino,

Could you please clarify why you have decided to stop processing the player’s winnings, especially considering that payouts were made to them previously?

If the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well if they are achieved fairly.

Confiscating the player's winnings at this point feels unjust.

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru

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 bigwinbet,

I have tried to contact the casino repeatedly but have not received any reasonable response. I’m afraid there is not much that can be achieved without cooperation from their side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru