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Hello. I have a fully verified Lollyspins account, have made deposits/withdrawals in the past, and recently requested a new withdrawal via Bank Transfer. The casino is now asking me to verify a card ending in 7458.

I made this deposit using Apple Pay via my Revolut card (which ends in 0220). As is well known, Apple Pay encrypts the actual card number and creates a virtual "Device Token" for the merchant, which in this case was 7458. Therefore, there is no physical card with the ending 7458 for me to take a photo of.

I have sent Lollyspins' KYC department irrefutable proof many times:

1. The official Revolut Transaction PDF showing the deposit to their payment provider.

2. The official Revolut Account and Card Confirmation which proves that the actual card (0220) belongs to me.

3. A screenshot directly from my Apple Wallet showing the exact €20 transaction, with the date, time and amount matching perfectly.

Even though I have sent all the official documents proving ownership of the payment method beyond a shadow of a doubt, the Lollyspins KYC team responds with the exact same automated message (copy-paste bot) every day, completely ignoring my explanations and attached files.

I kindly request the Casino Representative via Casino Guru to manually review my documents and approve the withdrawal, as it is technically impossible for me to provide a photo of a virtual Apple token, and their automated system does not allow me to be served.

Γεια σας. Έχω έναν πλήρως ταυτοποιημένο λογαριασμό στο Lollyspins, έχω κάνει καταθέσεις/αναλήψεις στο παρελθόν, και πρόσφατα ζήτησα μια νέα ανάληψη μέσω Τραπεζικού Εμβάσματος. Το καζίνο τώρα μου ζητάει να ταυτοποιήσω μια κάρτα που λήγει σε 7458.

Πραγματοποίησα αυτή την κατάθεση χρησιμοποιώντας το Apple Pay μέσω της κάρτας Revolut μου (η οποία λήγει σε 0220). Όπως είναι ευρέως γνωστό, το Apple Pay κρυπτογραφεί τον πραγματικό αριθμό της κάρτας και δημιουργεί έναν εικονικό "Αριθμό Λογαριασμού Συσκευής" (Device Token) για τον εκάστοτε έμπορο, ο οποίος σε αυτή την περίπτωση ήταν το 7458. Επομένως, δεν υφίσταται φυσική κάρτα με κατάληξη 7458 για να τη βγάλω φωτογραφία.

Έχω στείλει στο τμήμα KYC του Lollyspins αδιάσειστες αποδείξεις πολλές φορές:

1. Το επίσημο PDF Συναλλαγών της Revolut που δείχνει την κατάθεση στον πάροχο πληρωμών τους.

2. Την επίσημη Επιβεβαίωση Λογαριασμού και Κάρτας της Revolut που αποδεικνύει ότι η πραγματική κάρτα (0220) μου ανήκει.

3. Ένα screenshot απευθείας από το Apple Wallet μου που δείχνει την ακριβή συναλλαγή των 20€, με την ημερομηνία, την ώρα και το ποσό να ταυτίζονται απόλυτα.

Παρόλο που έχω στείλει όλα τα επίσημα έγγραφα που αποδεικνύουν την ιδιοκτησία της μεθόδου πληρωμής πέραν πάσης αμφιβολίας, η ομάδα KYC του Lollyspins απαντάει με το ίδιο ακριβώς αυτοματοποιημένο μήνυμα (copy-paste bot) κάθε μέρα, αγνοώντας πλήρως τις εξηγήσεις και τα επισυναπτόμενα αρχεία μου.

Ζητώ ευγενικά από τον Εκπρόσωπο του Καζίνο μέσω του Casino Guru να εξετάσει χειροκίνητα τα έγγραφά μου και να εγκρίνει την ανάληψη, καθώς είναι τεχνικά αδύνατο να παρέχω φωτογραφία ενός εικονικού Apple token, και το αυτοματοποιημένο τους σύστημα δεν μου επιτρέπει να εξυπηρετηθώ

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 your complaint. I’m sorry to hear about your negative experience with Lolly Spins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Would it be possible for you to provide screenshots or a video of what it looks like when you attempt to use this payment method?
• Did you achieve your current balance with the help of a bonus?
• Have you deposited using this payment method in other online casinos? Were you able to verify this payment method elsewhere successfully?
• Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Forsak7n,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Forsak7n,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas