The desktop site shows 403 “geo-blocked”
When CasinoGuard checked access on 5 November 2026, the desktop site answered 403 “geo-blocked” from the global rest-of-world, UK and Netherlands vantage points. Mobile visitors from the same places were redirected to a numbered mirror. From Canada and Finland the desktop site was available; from Italy and Poland it redirected to a mirror.
A 403 is not a fault on your device. It means the casino is not accepting visitors from where you are. We do not recommend a VPN or proxy to get round it: doing so can breach the terms and lead to a closed account and withheld winnings. Our login guide lists the confirmed addresses if you are redirected rather than blocked.
The bonus was not credited
The bonus terms (v1.12) set a few preconditions for the welcome offers. Missing any one of them means no bonus. Check them in order:
- Timing. The bonus must be claimed before placing any bet with the deposit.
- Minimum. Each welcome step needs at least €20. To add the 70 free spins to the weekend reload you need €50.
- One at a time. Only one bonus can be active. A second one will not stack.
- Opt-in. Reloads require you to opt in before depositing.
- Method. Skrill and Neteller deposits do not qualify (see below).
If all five check out, contact Live Chat or email support@lolajack.com with the deposit time and transaction ID.
A Skrill or Neteller deposit did not trigger the bonus
This one has no workaround. The terms exclude Skrill and Neteller deposits from the welcome package and the crypto reloads. Where these wallets appear in the cashier, in Canada (listed as SKRL and NTLR) and in Finland and Italy, they work for ordinary deposits but not for bonus deposits. Support is unlikely to credit a bonus retrospectively. For your next qualifying deposit, choose a card, Revolut where offered, or crypto.
Cashback did not appear
Both cashback schemes are restricted to VIP levels 11 to 25, the Glacier, Blaze and Supreme tiers. Players in Ember or Frost do not receive cashback at all. If you are level 11 or higher, check two things:
- Opt-in. Both schemes require it; daily cashback opt-in renews every four weeks.
- Activation. Cashback lands in “My Bonuses” and must be activated before it can be used, then wagered 1x.
Live cashback is 25% of net Live Casino losses Monday to Sunday (UTC), capped at €100, €150 or €200 by tier. Daily cashback is credited at 04:00 UTC and covers casino games only. Details are on our promotions page.
A withdrawal hit the limit
Withdrawal limits depend on your VIP tier, not on the method:
| Tier | Per day | Per month |
|---|---|---|
| Ember | €500 | €5,000 |
| Frost | €500 | €5,000 |
| Glacier | €1,000 | €10,000 |
| Blaze | €1,500 | €15,000 |
| Supreme | €2,000 | €20,000 |
A larger balance is paid in instalments. Method limits apply too: in the global snapshot, card withdrawals run €10–3,000 and Bitcoin €60–5,000. Remember that requesting a withdrawal while a bonus is active voids that bonus. Processing times are not published, so ask support for an estimate in writing.
Identity checks (KYC) are slow
The record does not set out the casino’s verification process or timings, so we cannot say how long it should take. What usually helps:
- Upload clear, uncropped colour images with all four corners visible.
- Make sure the name, address and date of birth match the account exactly.
- Use documents that are current, not expired.
- Ask support which item is outstanding rather than resending everything.
Keep a written record of each submission and reply.
Bonus wagering not moving
If your wagering progress seems stuck, check which games you are playing and how much you are staking. The crypto reloads count casino games only, not live casino. A bet above the €100 maximum while a bonus is active can cause problems with the bonus itself, so keep stakes well below it. Free-spin winnings carry their own 40x wagering and are tracked separately from the deposit bonus. Finally, the welcome and weekend wagering windows are 10 days: once they pass, any unfinished bonus can expire. The terms explainer sets out each rule with worked examples.
When support does not resolve it
Write to support@lolajack.com, quote the terms version (1.12), the clause concerned, the time of the event and any transaction ID, and attach screenshots. Because the operator and licence are not disclosed, there may be no regulator to escalate to; see our licence page. This guide cannot act on accounts, but we welcome corrections at complaints@lolajack.ad.
