The player from Belarus had her cryptocurrency withdrawal delayed since May 30. Despite her account being verified and having prior successful transactions, the casino responded minimally and blocked her access to the site from her computer, forcing her to use a mobile device. The issue was resolved after the player contacted the Complaints Team, and the complaint was marked as resolved.
Lolly Bet Casino - Player’s crypto withdrawal delayed.
Amount: €95
Lolly Bet Casino
Safety Index:LowSafety Index
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4.5
Lolly Bet Casino has a Safety Index of 4.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello,
The casino is delaying my cryptocurrency withdrawal. Since May 30, I have not received my funds. The message at the time of withdrawal indicated I would receive the funds within 48 hours.
My account is verified, and I have previously made deposits and withdrawals with this casino.
This casino is ignoring my inquiries. They responded once on May 31: "Votre retrait sera traité dans les plus brefs délais."
Since then, they have ignored my messages.
The online chat is unhelpful because they say they don't handle payments and tell me to email my question.
On June 5, they blocked my access to the site from my computer.
When I asked them about it, they emailed me back:
Hello,
You can access our website without any issues from your mobile device.
Thank you for understanding,
I tried accessing the site through my mobile device, and it worked, but why did they block my computer access? What is the purpose of this??
They are still ignoring my questions about the withdrawal.
I can't seem to upload screenshots, but I can send them wherever needed upon your direction.
Automatic translation:
Public
Public
6 months ago
Dear pozndarya,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Public
Public
6 months ago
Translation
Why are they ignoring my messages? Why don’t they adhere to the withdrawal deadlines indicated on the website? And most importantly, why was my access to the casino restricted?
Automatic translation:
Public
Public
6 months ago
Dear pozndarya,
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.
Best regards,
Kristina
Casino.Guru
