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I'm writing to you for the last time before taking legal action. For over a month, I've been repeatedly requesting the withdrawal of my funds. However, not only have I received no response, but you continue to ignore my multiple attempts to contact you, thus violating your own policies, current regulations, and good business practices.

Your systematic refusal to allow verification of my account and the subsequent blocking of my withdrawals constitutes, in my opinion, an act of fraud and deception, and I therefore reserve the right to take the following actions:

Filing complaints with online gaming regulatory authorities.

Formal notification to consumer protection agencies.

Filing a complaint for fraud with the corresponding judicial authorities.

Public dissemination of the situation through social media and forums specializing in online fraud prevention.

I grant you a maximum and non-extendable period of 48 hours to:

My account verification is completed immediately.

Authorize and execute the full withdrawal of funds belonging to me.

Please send me a formal response with details of the actions taken.

Otherwise, I will initiate the appropriate legal and administrative procedures without further delay. This email will serve as documentary evidence of my good faith and of your company's lack of response.

SINCERELY DAVID ****

Me dirijo a ustedes por última vez antes de proceder con acciones legales. Desde hace más de 1 mes vengo solicitando el retiro de mis fondos de forma reiterada. Sin embargo, no solo no he recibido respuesta alguna, sino que continúan ignorando mis múltiples intentos de contacto, incumpliendo así con sus propias políticas, con la normativa vigente y con las buenas prácticas comerciales.

Su negativa sistemática a permitir la verificación de mi cuenta y el consecuente bloqueo del retiro de mis fondos constituye, a mi entender, un acto de fraude y estafa, por lo que me reservo el derecho de iniciar las siguientes acciones:

Presentación de denuncias ante las autoridades regulatorias de juego online.

Notificación formal a organismos de defensa del consumidor.

Presentación de denuncia por estafa ante las autoridades judiciales correspondientes.

Difusión pública de la situación a través de redes sociales y foros especializados en prevención de fraudes online.

Les otorgo un plazo máximo e improrrogable de 48 horas para que:

Se complete de inmediato la verificación de mi cuenta.

Se autorice y ejecute el retiro completo de los fondos que me pertenecen.

Me envíen una respuesta formal con el detalle de las acciones realizadas.

En caso contrario, iniciaré sin más demoras los procedimientos legales y administrativos pertinentes. Este correo quedará como prueba documental de mi buena fe y de la falta de respuesta por parte de su empresa.

ATENTAMENTE DAVID ****

Dear Bdavid_02,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lolly Bet Casino.

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

• Has the casino blocked your withdrawal or entire account?
• Could you please advise which documents you submitted for verification of your account? Which of these documents were accepted and which were not accepted?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification of your account and the blocking of your withdrawals? 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

The casino hasn't withdrawn my account. I've never used bonuses, I've used my own funds. The documents I submitted are all they requested, and after a month and a half, they're still pending and my messages are unanswered. The game I played was a minecraft game. I demand an immediate response, along with a verified account, so I can withdraw my money. After so long without responding to my messages and ignoring me, if I don't receive a response and my withdrawal is due within 72 hours, I will begin legal action. Thank you.

El casino no ha a retirado mi cuenta. Yo nuca use bonos he usado mi propio capital. Los documentos presentados son todos los que me piden y después de 1 mes y medio siguen en pendiente y sin responder mis mensajes. El juego al que jugué era un juego de minas. Exigo una respuesta inmediata a la vez que la cuenta verificada y así hacer el retiro de mi dinero. Después de tanto tiempo sin responder mis mensajes e ignorándome como no reciba repuesta y mi retiro en un plazo de 72h comenzaré a tomar acciones legales. Gracias.

I'm writing to you for the last time before taking legal action. For over two months, I've been repeatedly requesting the withdrawal of my funds. However, not only have I received no response, but you continue to ignore my multiple attempts to contact you, thus violating your own policies, current regulations, and good business practices.

Your systematic refusal to allow verification of my account and the subsequent blocking of my withdrawals constitutes, in my opinion, an act of fraud and deception, and I therefore reserve the right to take the following actions:

Filing complaints with online gaming regulatory authorities.

Formal notification to consumer protection agencies.

Filing a complaint for fraud with the corresponding judicial authorities.

Public dissemination of the situation through social media and forums specializing in online fraud prevention.

I grant you a maximum and non-extendable period of 48 hours to:

My account verification is completed immediately.

Authorize and execute the full withdrawal of funds belonging to me.

Please send me a formal response with details of the actions taken.

Otherwise, I will initiate the appropriate legal and administrative procedures without further delay. This email will serve as documentary evidence of my good faith and of your company's lack of response.

SINCERELY ****

Me dirijo a ustedes por última vez antes de proceder con acciones legales. Desde hace más de 2 meses vengo solicitando el retiro de mis fondos de forma reiterada. Sin embargo, no solo no he recibido respuesta alguna, sino que continúan ignorando mis múltiples intentos de contacto, incumpliendo así con sus propias políticas, con la normativa vigente y con las buenas prácticas comerciales.

Su negativa sistemática a permitir la verificación de mi cuenta y el consecuente bloqueo del retiro de mis fondos constituye, a mi entender, un acto de fraude y estafa, por lo que me reservo el derecho de iniciar las siguientes acciones:

Presentación de denuncias ante las autoridades regulatorias de juego online.

Notificación formal a organismos de defensa del consumidor.

Presentación de denuncia por estafa ante las autoridades judiciales correspondientes.

Difusión pública de la situación a través de redes sociales y foros especializados en prevención de fraudes online.

Les otorgo un plazo máximo e improrrogable de 48 horas para que:

Se complete de inmediato la verificación de mi cuenta.

Se autorice y ejecute el retiro completo de los fondos que me pertenecen.

Me envíen una respuesta formal con el detalle de las acciones realizadas.

En caso contrario, iniciaré sin más demoras los procedimientos legales y administrativos pertinentes. Este correo quedará como prueba documental de mi buena fe y de la falta de respuesta por parte de su empresa.

ATENTAMENTE ****

Thanks for your reply.

Please note that we require evidence to confront the casino regarding the issue.

Kindly submit your attempts to contact the casino regarding the issue. If you have any relevant communication between you and the casino saved, forward it to my email at tomas@casino.guru

Thanks in advance for your cooperation.

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

Dear Bdavid_02,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lolly Bet Casino representative to join this conversation.

Dear Lolly Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Hello,

My name is Florent from the Lolly Bet team, and I am personally taking over your case. First of all, please accept my apologies for the delay in our response.

We are currently conducting an investigation due to a suspicion of fraudulent activity on your account. To date, we have not received any of the required verification documents:

• A valid government-issued ID (front and back)
• Proof of residence dated within the last three months
• Your bank account statement where we need to see the transaction of your deposit on Lolly Bet
• A photo of the front and back of the card used for your deposit, showing only the last four digits and masking all other numbers

Please send these documents to us at support@lolly-bet.com. Once we have received and reviewed everything, we will promptly release your funds and you will be able to proceed with your withdrawal.

If you have any questions or need further assistance, please don’t hesitate to let me know. We are committed to resolving this matter as quickly as possible.

Kind regards,

Florent

Lolly Bet Support Team

Of course I sent them but I saw that you deleted them, I'll upload them again right now, thanks

Claro que los envié pero he visto que los habéis borrado, ahora mismo los vuelvo a subir gracias

Below I'm attaching photos showing that the documentation you're requesting has been pending for a month. I'm also attaching photos of my last failed withdrawal attempt because my account wasn't verified . Your withdrawal policies state that verification isn't required . (I'm attaching a photo.) I request an urgent response.

A continuación adjunto fotos de que la documentación que me pedís sigue en pendiente desde hace 1 mes. También adjunto fotografías de mi último intento de retiro fallido por no tener verificada la cuenta y EN VUESTRAS POLÍTICAS DE RETIRO INFORMÁIS QUE NO HACE FALTA VERIFICACION . ( adjunto foto de ello) solicito respuesta urgente

Sample of my failed withdrawal attempt because the account is not verified and I emphasize that in the withdrawal policies you say that verification is not necessary

Muestra de mi intento de retiro fallido por no tener la cuenta verificada y recalco que en las políticas de retiro decís que no hace falta verificación

Hello,

Unfortunately, we haven't received your documents via your player dashboard.

Please email them again to support@lolly-bet.com to avoid any further delays.

Thanks for your patience,

Best regards

You've been ignoring my emails for a long time, and are you going to read this one? I'm sorry, but this doesn't seem like the right way to do it. I don't feel safe sending you my information by email due to your lack of professionalism. I think you should fix the platform, since that's the correct way to do it. Still, I repeat that according to your policy, account verification isn't required for withdrawals. If that's the case, why won't you let me make my withdrawal?

Me ignoráis los correos desde hace mucho tiempo y este me lo vais a leer? . Lo siento pero no me parece la forma correcta, no me siento seguro enviándoos los datos por correo por vuestra falta de profesionalidad. Creo que debéis de arreglar la plataforma ya que es la forma correcta de hacerlo. Aún así repito que según vuestra política no hace falta verificación de la cuenta para hacer los retiros y siendo así ¿Porque no me dejáis hacer mi retiro?

Hello,

Please accept our apologies for any frustration you’ve experienced.

To protect both your account and our platform’s integrity, we cannot approve your withdrawal request until we receive the required verification documents. As outlined in our Know Your Customer (KYC) procedures, these documents help us confirm identity and residence.

While you’re correct that routine withdrawals typically don’t require additional verification, our Anti‑Money Laundering (AML) policy grants us the right to request documentation whenever there are indications of unusual or potentially fraudulent activity. In your case, certain transactions triggered our automated fraud detection system, so we must complete a brief compliance check before releasing funds.

To move forward, please provide the following by email at support@lolly-bet.com as soon as possible:

• A valid government-issued ID (front and back)
• Proof of residence dated within the last three months
• Your bank account statement where we need to see the transaction of your deposit on Lolly Bet
• A photo of the front and back of the card used for your deposit, showing only the last four digits and masking all other numbers

Rest assured that all information you share is handled in strict accordance with our privacy policy.

Once we’ve received and reviewed your documents you will be able to withdrawal your funds.

Thank you for your patience and cooperation.

Best regards

I have sent the email with the attached files to this address:

Le he enviado el correo con los archivos adjunto esta dirección: support@lolly-bet.com

Dear Lolly Bet Casino,

Can you please confirm, if you have received and reviewed the player's documents?

Thank you.

It seems I'll consider the money lost since all the files sent are correct, but now they need an electricity or water bill in my name, and that's impossible for me since where I live isn't registered in my name. On Lolly's part, that document must be super important. I've sent everything they've requested; all my documentation is abundantly clear, and from my point of view, they keep making excuses. I repeat, the withdrawal rules state verbatim that account verification is not required, and they're asking for it because I supposedly raise suspicion. Suspicion of what??? I've been betting at sites like Bet and Casinodo for two years and have never had a problem.

Parece ser que daré por perdido el dinero puesto que todos los archivos enviados son correctos pero ahora necesitan una factura de la luz o agua a mi nombre y para mi es imposible puesto que donde vivo no está puesto a mi nombre. Por parte de Lolly debe de ser súper importante ese documento. He enviado todo lo que han pedido queda más que claro toda mi documentación y desde mi punto de vista siguen poniendo escusas. Repito que en las normas de retiro pone textualmente que no hace Falta verificación de la cuenta, y ellos me la piden porque supuestamente causo sospecha. Sospecha de que??? Llevo 2 años apostando en casas como bet y casinado y nunca he tenido problema.

Hello,

Thank you for your message and for providing the documents you have already sent.

I understand that obtaining a utility bill in your name can be difficult given your living situation. However, under the anti‑money‑laundering and KYC regulations that govern our operations, we are legally required to verify each player’s identity and residential address with an official proof of address.

To complete your account verification and approve your withdrawal, we must receive one of the following documents showing your full name and current address:

• Recent utility bill (electricity, water, gas)
• Government‑issued correspondence (tax bill, council letter)
• Tenancy agreement or official rental receipt

If none of these is possible, you may ask a family member or roommate to provide a bill in their name + an ID Card accompanied by a signed declaration confirming that you reside at the same address.

Once we receive and review an acceptable proof of address, we’ll be able to finalize your KYC check.

Thank you for your understanding and cooperation. Please let me know if you need any further assistance or clarification on acceptable documents.

Kind regards,

Dear Bdavid_02,

Would you be able to provide any of the mentioned documents as your proof of address?

I'll try to do it sometime today, thanks. As soon as I have it, I'll let you know here.

Lo intentaré hacer a lo largo del día de hoy gracias. En cuanto lo tenga avisaré por aquí

Good morning, the information has been successfully sent to Lolly. Water bill in the name of the relative + the relative's ID + a letter from the relative stating that they live at the same address as me.

Buenos días los datos ya han sido enviados correctamente a lolly. Factura de agua a nombre del familiar + DNI del familiar + escrito del familiar redactando que vive en el mismo domicilio que yo.

It's been two days since I submitted all the documentation correctly. I request an urgent response from Lolly. What a lack of professionalism.

Ya hace 2 días que mande toda la documentación correctamente. Solicito una respuesta urgente por parte de Lolly, vaya falta de profesionalidad

Dear Bdavid_02,

Have you received any update regarding your verification process?

Negative. Since I submitted the requested documentation, they haven't given any information or responded to emails. I've tried to make withdrawals, but they're denied. The last message I received from them was four days ago, saying the team would verify the account as soon as possible, and I'm still waiting.

Negativo, desde que entregué la documentación que me pedían correctamente, no dan señales ni responden correos, he intentado hacer retiros pero se me deniegan. El último mensaje que recibí de ellos fue hace 4 días diciendo que el equipo iba a verificar la cuenta lo antes posible y sigo a la espera.

Dear Lolly Bet Casino,

Could you please confirm, if the documents submitted by the player are sufficient for verification purposes?

It's been a week and I still haven't heard back, Lolly. Are you thinking of the next excuse to avoid paying users?

ya ha pasado una semana y sigo sin respuesta lolly. Estáis pensando en la siguiente excusa para no pagar a los usuarios?

I hereby inform the entire Lolly team that I have been waiting for the corresponding withdrawal of funds for over two months, without receiving a satisfactory response to my previous requests. This failure to comply is unacceptable, and if the credit is not credited to my account within 48 hours, I will pursue legal action to recover the amount owed and any damages incurred.

Por medio de la presente, les informo a todo el equipo de Lolly que llevo más de dos meses esperando el retiro de los fondos correspondientes, sin recibir respuesta satisfactoria an mis solicitudes previas. Este incumplimiento es inaceptable y, si no se realiza el abono a mi cuenta dentro de 48h, procederé con las acciones legales correspondientes para recuperar el monto adeudado y los daños ocasionados.

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.

Final statement on LollyBet Casino

After nearly three months of trying to withdraw €1,000 of my legitimate winnings, and having contacted the casino almost daily without receiving a consistent response, I declare that I will not give any further opportunities to resolve this matter amicably. I have submitted all the requested documentation and verified it according to your instructions, but have not been allowed to access my funds.

I want to make it clear that my fight is not for €1,000, but to denounce practices that I consider a scam and a risk to any user. These types of operators take advantage of vulnerable people, including those with gambling problems, by withholding their money without any justification.

I've been working as a professional forecaster for over two years, and I find what happened shameful and completely unacceptable. This case isn't just a personal issue; it's a matter of safety and transparency for the entire community.

I have sufficient evidence of my attempts to contact you and that I have completed all verification procedures. Therefore, I will formally file a complaint with legal representation and publicize this case in all media outlets, social networks, and specialized forums so that no one else falls victim to these practices.

My goal is clear: to have their activities thoroughly investigated and, if appropriate, to have this casino shut down.

Comunicado final sobre LollyBet Casino

Tras casi tres meses intentando retirar 1.000 € ganados legítimamente, y habiendo contactado casi a diario con el casino sin recibir respuesta consistente, declaro que no daré más oportunidades para resolver este asunto de forma amistosa. He entregado toda la documentación solicitada y verificada según sus indicaciones, sin que se me haya permitido acceder a mis fondos.

Quiero dejar claro que mi lucha no es por 1.000 €, sino por denunciar unas prácticas que considero una estafa y un riesgo para cualquier usuario. Este tipo de operadores se aprovecha de personas vulnerables, incluidas aquellas con problemas de ludopatía, reteniendo su dinero sin justificación alguna.

Llevo más de dos años trabajando como pronosticador profesional y considero vergonzoso y totalmente inaceptable lo que ha sucedido. Este caso no es solo un problema personal, es una cuestión de seguridad y transparencia para toda la comunidad.

Cuento con pruebas suficientes de mis intentos de contacto y del cumplimiento de todos los procesos de verificación. Por ello, procederé a denunciar formalmente con representación legal y a difundir este caso en todos los medios de comunicación, redes sociales y foros especializados, para que nadie más sea víctima de estas prácticas.

Mi objetivo es claro: que se investiguen a fondo sus actividades y, de ser procedente, que este casino deje de operar.

Dear Bdavid_02,

Since the casino stopped responding, will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://verification.anjouangaming.org/validate?domain=lolly-bet.com&seal_id=e0de22a71bb2d4cc4c59666ec692d67fc1f3203fc9079a87fcac61215e0b8c819519350205aefdeece5c49ac5575d03f&stamp=5ddfe53d84fb2c799ffb162350d70340) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,