Lyllo Casino - Player's withdrawal is delayed.

Lyllo casino is not paying out my winnings even though I received this email stating that all of the documents I sent in were accepted.

Hello Jonna, 

I hope all is well with you! 

I can confirm that we have received all of your documents and your withdrawal is now with the relevant department. We will revert back to you as soon as we have an update on this. 

Have a nice evening! 

Best regards,

Anton

Customer Service

Dear odegaardjonna,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly you passed the verification of your account?

What is the current status of your withdrawal request? Is it pending or has it been approved?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Hello!

I have received that all documents are approved on May 1st but they have received them long before.

The withdrawal is under processing, awaiting their control and it has been that way for a long time.

Yes I deposited and used their welcome bonus.

Please keep in mind that we usually recommend players wait up to 14 days for their withdrawal to appear in their account. 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. 

Since your verification was approved on May 1st, the casino probably started to process your withdrawal on this day. Now two weeks have passed, so could you please advise if you received your winnings? What is the current status of your withdrawal request?

Hello!

I still haven't received my winnings...

Can you contact them for me?

Thank you very much, odegaardjonna, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear odegaardjonna, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Lyllo Casino representative to join this conversation. 

Dear Lyllo Casino, could you please provide more information about this case? 

Looking forward to your reply.

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 odegaardjonna, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.