Lolo Casino - Запрос игрока на закрытие учетной записи игнорируется.

Dear Casino Guru Team,

I am hereby filing an official complaint against Lolo Casino. The casino ignored my explicit report of gambling problems, failed to immediately block my account, and created artificial bureaucratic hurdles to allow me to continue playing.

Sequence and facts:

July 10, 2026: I informed Lolo Casino support via email that I suffer from a gambling addiction and requested the immediate and permanent closure of my player account.

Deliberate delaying tactics: Instead of immediately blocking my account as part of their player protection measures, Lolo Casino simply sent me a form that only allowed me to select short breaks (1 day to 1 month). When I insisted again on permanent closure due to my addiction, they asked me to print out their specific form, fill it out by hand, and send it back.

My attempt to cooperate: Since I don't own a printer, I created my own form with my declaration, signed it, and sent it as a PDF. Lolo Casino rejected this and rigidly insisted on their own form.

Damage incurred: Due to this stalling tactic and the refusal to implement a protective block, I lost control and made further deposits (1 x €280, 2 x €160, 2 x €89, 1 x €40, and possibly more). Despite my reported addiction, the casino even lured me with bonus offers.

Refusal to refund: Upon my request to refund the deposits made after July 10th, Lolo Casino refused, citing their terms and conditions regarding the form.

Legal situation:

According to international licensing regulations, a report of gambling addiction requires the IMMEDIATE closure of the account. Terms and conditions do not supersede player protection. A casino may not impose administrative hurdles (such as a mandatory printed form) to allow a vulnerable player to continue depositing.

Demand:

I demand a full refund of all deposits made after my initial self-exclusion email on July 10, 2026, as Lolo Casino has grossly violated player protection laws.

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Sehr geehrtes Casino Guru Team,

​ich reiche hiermit eine offizielle Beschwerde gegen Lolo Casino ein. Das Casino hat meine ausdrückliche Meldung von Spielproblemen ignoriert, mein Konto nicht sofort gesperrt und künstliche bürokratische Hürden aufgebaut, um mich am weiterspielen zu lassen.

​Ablauf und Sachverhalt:

​10. Juli 2026: Ich habe den Support von Lolo Casino per E-Mail informiert, dass ich an einer Spielsucht leide, und um die sofortige und dauerhafte Schließung meines Spielerkontos gebeten.

​Bewusste Verzögerungstaktik: Anstatt mein Konto im Rahmen des Spielerschutzes sofort zu sperren, schickte mir Lolo Casino lediglich ein Formular, in dem man nur kurze Auszeiten (1 Tag bis 1 Monat) auswählen konnte. Als ich erneut auf eine dauerhafte Schließung wegen meiner Sucht bestand, forderten sie mich auf, ihr spezifisches Formular auszudrucken, handschriftlich auszufüllen und zurückzusenden.

​Mein Versuch zu kooperieren: Da ich keinen Drucker besitze, habe ich ein eigenes Formular mit meiner Erklärung erstellt, unterschrieben und als PDF zugesandt. Lolo Casino lehnte dies ab und bestand starr auf ihrem eigenen Formular.

​Entstandener Schaden: Durch diese Hinhaltetaktik und die Verweigerung der Schutzsperre verlor ich die Kontrolle und tätigte weitere Einzahlungen (1x 280 €, 2x 160 €, 2x 89 €, 1x 40 € und möglicherweise mehr). Trotz meiner Suchtmeldung wurde ich vom Casino sogar noch mit Bonusangeboten gelockt.

​Verweigerung der Rückerstattung: Auf meine Aufforderung, die nach dem 10.07. getätigten Einzahlungen zu erstatten, weigerte sich Lolo Casino unter Berufung auf ihre AGB bezüglich des Formulars.

​Rechtliche Lage:

Nach internationalen Lizenzauflagen erfordert eine Mitteilung über Spielsucht die SOFORTIGE Sperrung des Kontos. Allgemeine Geschäftsbedingungen (AGB) stehen nicht über dem Spielerschutz. Ein Casino darf keine administrativen Hürden (wie ein zwingend gedrucktes Formular) vorschieben, um einen gefährdeten Spieler weiter einzahlen zu lassen.

​Forderung:

Ich fordere die vollständige Rückerstattung aller Einzahlungen, die nach meiner ersten Mail zum Selbstausschluss am 10. Juli 2026 getätigt wurden, da Lolo Casino grob fahrlässig gegen die Spielerschutzgesetze verstoßen hat.

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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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Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Lolo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• When was the last time you made a deposit in this casino?
• Could you please confirm whether you have passed the KYC verification?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Thank you

I have just sent you an email containing the complete email correspondence.

However, I no longer have the email with the bonus offer from the VIP, which I received on July 10th and 19th.

Could you please confirm if you still have access to your account? YES

When did you last make a deposit at this casino? July 20, 2026

Could you please confirm that you have passed KYC verification? YES

Vielen Dank

Ich habe Ihnen soeben eine Email mit den gesamten Email Verläufen zugesendet.

Jedoch habe ich die Email mit den Bonus abgeboten vom VIP nicht mehr. Die ich am 10 und 19 Juli bekam.

Könnten Sie bitte bestätigen, ob Sie aktuell noch Zugriff auf Ihr Konto haben? JA

Wann haben Sie zuletzt eine Einzahlung in diesem Casino getätigt? 20.07.2026

Könnten Sie bitte bestätigen, ob Sie die KYC-Verifizierung bestanden haben? JA

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Jakub02,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Lolo Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Lolo Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Lolo Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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.

Dear Jakub02,

I have repeatedly tried to contact Lolo Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

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

Best Regards,

Igor