The player from Austria was denied winnings due to the casino's suspicion of a duplicate account, despite having a verified account. The casino was unresponsive to emails and did not clarify the reason for the suspicion. The player confirmed that the winnings had been paid out, possibly due to a false suspicion. The complaint was marked as resolved.
Lolly Bet Casino - Player's winnings confiscated due to alleged duplicate account.
Amount: €350
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
5 months ago
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6 months ago
Translation
Dear Sir/Madam,
The casino is refusing to pay out my winnings because its internal system suspects that I have created a duplicate account.
This is not true.
Ironically, they have even verified and confirmed my account.
Unfortunately, they are unwilling to explain the reason for this suspicion and they are not responding to my emails.
Could you possibly assist me in proving that I only have this one account?
Automatic translation:
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6 months ago
Dear WolfUm59,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
- Were your winnings accumulated with or without an active bonus?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Dear WolfUm59,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
Hello,
excuse me.
In the meantime, the money has been paid out. Maybe it was just a false suspicion
Automatic translation:
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5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, WolfUm59, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
