LolaJack Casino - Η ανάληψη του παίκτη καθυστερεί.

Hello, I would like to open a formal complaint against LolaJack Casino for a serious delay in processing 3 withdrawal claims with a total amount of €497.

On 22/08/2026 and 23/08/2026, I requested a withdrawal of €497 by topping up my debit card.

My account is fully verified (KYC completed and approved) and there are no account limitations or unfilled active bonuses.

Even though more than 10 business days have passed, the request is still pending. I contacted customer support via chat and email, but I only received generic responses attributing the delay to a "high volume of requests," without providing any specific timeframe or transaction accounting.

I have already sent a formal reminder via email, but the funds have not been released. I request your intervention as an intermediary so that the operator can immediately process and credit my withdrawal.

I'm attaching screenshots of my pending request, my verified account status, and my conversation with support.

Salve, desidero aprire un reclamo formale nei confronti del casinò LolaJack per un grave ritardo nell'elaborazione di 3 reclami di prelievo con un importo totale di €497

In data 22/08/2026 e 23/08/2026 ho richiesto un prelievo dell'importo di 497€ tramite ricarica della mia carta di debito.

Il mio account è interamente verificato (KYC completato e approvato) e non ci sono limitazioni sul conto né bonus attivi non completati.

Nonostante siano trascorsi più di 10 giorni lavorativi, la richiesta risulta ancora pendente. Ho contattato l'assistenza clienti via chat ed e-mail, ma ho ricevuto unicamente risposte generiche in cui si attribuisce il ritardo a un "elevato volume di richieste", senza fornire alcuna tempistica precisa né un riferimento contabile della transazione.

Ho già inviato un sollecito formale via mail senza ottenere lo sblocco dei fondi. Richiedo il vostro intervento come intermediario affinché l'operatore procedi immediatamente all'elaborazione e all'accredito del mio prelievo.

Allego gli screenshot relativi alla richiesta pendente, allo stato del mio account verificato e alla conversazione con il supporto.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Gianmario00,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Dear Gianmario00,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru