The player from Japan, who had previously completed KYC and had successful withdrawals, faced denied withdrawals with a repeated request for KYC. It was unclear what documents the casino required. We requested additional information and proof of communication, but the player had no saved correspondence. After a month of no response from the casino, the withdrawal was eventually approved as the casino acknowledged the KYC request was a mistake. The issue was marked as resolved after the player confirmed receipt of the funds.
Lolly Bet Casino - Player's withdrawals have been denied.
Amount: 580 ₮
Lolly Bet Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
4 months ago
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5 months ago
The casino has completed KYC and has had successful withdrawals in the past.
However, all of a sudden my withdrawals are being denied.
The reason is stated as needing KYC, but KYC is completed on my account.
Furthermore, support does not answer any questions about what documents are needed in the first place, and is blaming live chat and email support for the problem.
The email support is out of touch and the correspondence with the live chat is already gone and cannot be submitted.
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5 months ago
Dear andandjonnyx,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LollyBet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- How have you been notified about the need for additional KYC? (live chat, email, notification of a cashout request)
- Could you please share screenshots illustrating the situation and your interaction with the casino here or to my email at tomas@casino.guru ?
- Have you achieved your winnings with the help of promotional money?
- Could you please list which documents you submitted in the past to successfully verify your 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,
Tomas
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5 months ago
Withdrawal was denied and upon reviewing the transaction, there was a statement that KYC was required.
There is already no correspondence left with the casino. Live chats are not saved and email support is out of touch.
In the past we have submitted ID cards, proof of address, and documentation regarding the virtual currency wallets we used.
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5 months ago
Please send me your interaction with the casino you saved, when attempting to resolve the issue. I apologize for the inconvenience.
If you haven't saved any communication, kindly contact the casino again and let us know about the result.
My email is tomas@casino.guru
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5 months ago
I have sent several emails to the casino but have not heard from them in over a month.
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5 months ago
The withdrawal has just been approved. Apparently the casino was mistaken that KYC was required.
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4 months ago
Thanks for the update.
Has the money reached you? May we consider the issue resolved?
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4 months ago
Dear andandjonnyx,
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,
Tomas
Casino.Guru
