Lolly Bet Casino - L'account del giocatore è stato riaperto dopo la richiesta di chiusura.

ID:1*******24

Hello, I asked in July to close my account permanently because I told them I had a gambling addiction, and they reopened it without any problem. I have lost around €2,500. I ask for the money I lost to be returned to me.

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Hello,

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.

• Is your account currently closed?
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you contacted the casino and asked for a refund due to failed player protection?
• Has the casino responded to your refund request already? What did the casino reply? Send emails or chat transcripts to my email at [email protected], or post screenshots here

If your account is currently still open, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Lolly Bet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Hi Tomás, thanks for the help. I'll get back to you.

1 - It's not closed. For some reason, they ignore me even though I told them it would be closed forever. They keep it open, wasting money, since I'm a gambling addict. I've had about €2,500 since July, when I said "Don't open it again," and they still reopened it for me without a problem.

. 2 - Yesterday, September 20, 2025, they let me deposit.

3 - I haven't told them anything, to be honest, because I think they won't listen to me. I need them to return all the money I've lost since I told them in July that I had a problem and was able to reopen the account without a problem.

4 - I haven't told them anything. I can tell you that they ignore emails a lot and their customer service is terrible, but I attach the screenshots where the permanent self-exclusion occurred, that's why I'm claiming my €2,500.

Okay, as soon as I write you this message, I will send you another email with you attached requesting my self-exclusion forever.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), who will be at your service. However, I would like to warn you that it seems to be a common practice of Lolly Bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hi, okay, but please I need help and I trust in God that this will turn out okay.

Dear Kevin7,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Lolly Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Lolly Bet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account - previously closed due to a gambling problem in accordance with your self-exclusion policy - was reopened, allowing the player to deposit and play at your casino?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kevin7,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo