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I've been playing at this casino for a long time. I made a deposit in cryptocurrency. The withdrawal of money was also in cryptocurrency. And now all payment systems have been deleted and I cannot withdraw money. The support service completely ignores the letters. Payment methods for Russia can be disabled? but there is a system for paying the deposit by card. But there is nothing to conclude

Dear nataliyabus,

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 clarify the situation.

Have you made any successful withdrawals from this casino before?

Have you checked the "Country" field in your casino profile to see if you have your country selected?

Could you please confirm if you passed the full KYC verification?

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

I have passed verification. I have made multiple deposits and withdrawals in cryptocurrency. My country is Russia. Payment methods were removed two weeks ago. I was waiting for this to be fixed. After some time I wrote a letter, but they did not answer me.

In my complaint, I accidentally indicated the amount in rubles, and not in euros. How to fix this?

I have changed the currency to Euro.

Thank you very much, nataliyabus, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you nataliyabus for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LollyBet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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. Finally we added a payment system. The complaint can be closed. Thank you very much.

Dear nataliyabus,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter