LolaJack Casino - Игрок заявляет о задержке выплат.

I requested a withdrawal of 9,450 CZK from LolaJack on September 14, 2026, at approximately 01:45.

The withdrawal has remained under review since then. On September 14, I was asked to complete identity verification. I submitted all requested verification documents to [email protected] on September 17.

LolaJack support confirmed that they received my email and documents. However, since September 16, I have contacted support several times and have repeatedly received essentially the same response: that the relevant department is reviewing my case and that I will be contacted when there is an update.

I would also like to clarify that some of the personal information in my casino account may not exactly match the information in my identity document. When I registered, I did not realize that I needed to enter my full legal name exactly as it appears in my passport. I used a shortened version of my surname/nickname, and I entered my address and date of birth in a simplified way because at the time I was mainly interested in playing and did not expect this information to become an issue.

I am not trying to hide my identity or provide false documents. I have now provided my genuine identity documents for verification and I am willing to correct or confirm any personal information that is required. I would appreciate it if this could be taken into consideration when reviewing my case.

I have not been told whether my documents are complete and accepted, whether any additional documents are required, or when the verification and withdrawal will be completed.

I understand that KYC and security checks can take some time. However, I have been receiving only general responses for several days without a specific timeframe.

I am asking for assistance in obtaining a clear status of my verification and having my 9,450 CZK withdrawal processed if there are no outstanding issues with my account or documents.

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.

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Dear Liudmyla1,

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,
Complaints Resolution Center