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When I was last active at Dolly Casino in May of this year, there were significant issues with the requested self-exclusion. My request for account closure, where I clearly explained the circumstances (addiction, financial problems, etc.), was not taken seriously and was handled very unprofessionally by the casino and its support team. Despite my clear request for a self-exclusion, I was able to deposit and lose at least another 1400 francs as the only response I received was an offer of a bonus credit of 50.- instead of taking my request seriously. It was only when I again explicitly wished to exclude myself from the platform and requested a refund of the lost money that any action was taken. However, this was done without acknowledgment and with a refusal to refund; I received only a closure and no further response to date. I am asking for your help in enforcing the refund.

I would be more than happy to forward the email correspondence with support to you.

als ich zu letzt im Mai dieses Jahres bei Dolly casino aktiv war gab es massive Probleme mit der angeforderten Selbstsperre bzw wurde meine Bitte für Schliessung mit ausdrücklicher Schilderung des Sachverhaltes (sucht, finanzielle Probleme etc) nicht ernst genommen sowie überhaupt nicht professionell gehandhabt vom Casino und dessen Support. Trotz Ausdrücklichem Wunsch einer Sperre konnte ich Mindestens Weitere 1400 Franken einzahlen und verlieren da mir einzig als Antwort einen Bonusguthaben Angeboten wurde in Höhe von 50.- anstelle dass meine Bitte ernstgenommen wurde. Erst Als ich mich Erneut nochmals ausdrücklich von der Plattform ausschliessen wollte und eine Rückforderung forderte der verspielten Gelder wurde darauf dann eingegangen allerdings ohne Einsicht und ablehnender Rückvergütung, einzig eine Schliessung und keine Weiteren Reaktionen bis dato habe ich erhalten. Ich bitte um Ihre Mithilfe für Durchsetzung der Rückvergütung

Leite sehr Gerne dann Mailverkehr mit support an Sie weiter

Hello luvanava,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dolly Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you receive a response to your first self-exclusion request?
• When was the last time you spoke to the casino and what was it about?

Please forward the initial request you sent to the casino for self-exclusion to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

If I am not mistaken, my account is, or rather was, verified from April 27, 2024. However, I have not been granted access since May, or since the dispute. I have forwarded all support exchanges to you by email. Thank you for checking and initiating further steps.

Wenn ich mich nicht täusche ist mein oder besser gesagt war mein Konto ab dem 27.04.2024 an Verifiziert. Allerdings ist mir ein Zugriff seit Mai an bzw seit Streitfall an nicht mehr gewährt. Habe sämtlicher Support Austausch Ihnen Per Email weitergeleitet. Vielen Dank für die Prüfung und Einleitung weiterer Schritte

I cannot give an exact amount, but I have suffered large losses after my self-exclusion in connection with the problem of my gambling behavior. The amount is at least 2x 1400chf and upwards

Hinzufügend kann ich genaue Summe nicht nennen allerdings habe ich grosse Verluste noch im Nachhinein meiner gemeldeten Selbstsperre im Verbindung mit dem Problem des Spielverhalts meinerseits widerfahren können. Summe beträgt mindestens 2x 1400chf und aufwärts

Hello Luvanava,

According to the email provided, the casino closed your account after you mentioned addiction on May 8th.

Do you have any evidence showing that you reported gambling problems before that date? If so, please forward it to nikolas.b@casino.guru.

If there isn’t any such evidence, unfortunately, the casino is not obligated to issue a refund, as they would not have been aware of your addiction prior to May 8th.

Please let me know if you have any updates or questions.

Best regards,

Nick

I sent you an email 🙂

habe eine Email an Sie gesendet 🙂

Hello Luvanava,

Thank you for the additional e-mail provided.

Is there any way to provide a list of deposits made since 1st of May up until your account was blocked by Dolly Casino?

Please forward it to my e-mail as well.

Awaiting your response.

Regards,

Nick

Unfortunately, I no longer have any influence or access to this, you would have to ask them directly. Would that be possible for you?

Thank you for your prompt reply

dazu hab ich leider kein Einfluss bzw Zugriff mehr, müssten Sie direkt dort anfragen. Wäre das möglich für Sie?

Danke für baldiges Antworten

Hello Luvanava,

The deposits should be visible from your payment provider from which you have deposited into the casino, it is not necessary to forward the one from the casino.

Be sure to filter out only the payment made into the casino.

Regards,

Nick

Dear luvanava,

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.

I have no access to it, which is why I tried to contact the casino but without success as it is blocked

ich hab darauf keinen Zugriff weswegen ich das Casino versuchte zu kontaktieren allerdings ohne erfolg da gesperrt

Hello Luvanava,

Can you please explain how is it possible you can't access your own payment provider? What method did you use to deposit? Isn't there the history which shows the deposits into the casino?

Regards,

Nick

Unfortunately no, I wanted to request transaction history from dolly casino directly because I paid via mastercard and paysafe

leider nein wollte transaktionshistory von dolly casino direkt anfordern weil ich via mastercard und paysafe einbezahlt habe

Hello Luvanava,

Yes I understand that but if you payed with Mastercard or Paysafe, there must be an evidence of your payments within your bank account/payment provider.

but none with dollycasino as recipient do you understand

aber keine mit dollycasino als empfänger verstehen Sie

Dear Luvanava,

Thank you for reaching out. I understand your concern; however, I must kindly point out that it is impossible to process a refund request without any proof of deposits. Without a list of deposits, we lack the necessary foundation to present your case or further investigate the matter.

It is highly unusual for there to be no record of deposits at all with your payment provider if such transactions occurred. I would strongly recommend thoroughly reviewing your payment records.

Regrettably, without this evidence, we will have no choice but to close the complaint due to insufficient documentation. If you are able to retrieve a detailed list of deposits, please forward them to my email address, and we will be happy to reassess your case.

Thank you for your understanding, and I look forward to hearing from you.

Best regards,

Nick

We’ve reopened this complaint at the request of luvanava. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you for the additional information provided. As we need further clarification from the casino, I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I have already sent you transaction documents as an attachment by email. I hope for a benevolent review and a fair outcome

habe unterlagen zu Transaktionen Ihnen bereits per Mail im Anhang zugestellt. Hoffe auf wohlwollende Prüfung und fairer Ausgang

Hello luvanava,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Dolly Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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 luvanava,

We are sorry to hear about for your situation.

However, We wanted to take a moment to clarify the situation regarding your initial closure request (1st May 2024). When you contacted us initially, you did not ask to close your account instead you asked for a refund.

It is noted that we denied the refund and asked you to inform us if you need any other assistance from us.

Since you expressed your willingness to accept the bonus and didn't request the closure of your account at that time, your account remained open.

However, when you reached out to us via email on 8th May 2024, to indicate your desire to close your account and informed us about your gaming problems, we promptly closed your account.

Please rest assured as we would like to ensure that all Responsible Gambling procedure were followed correctly by us for your account.

Moreover, we would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, pursuant to the aforementioned article, there is no refund available for your account.We wish you all the best for your future activities.

Take care!

Best regards

Dolly Casino

Please read the last sentence carefully

lesen Sie den Letzten Satz bitte aufmerksam durch

Dear luvanava,

Although your message from the 1st of May could be taken as a sign of a gambling problem, can you explain why you sent the email from your last screenshot to the VIP email address, when the address for self-exclusion requests is clearly mentioned in the casino's terms and conditions?

"3.8 Self-exclusion request: you can contact the customer service via e-mail: support@dollycasino.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling."

It is imperative to send the self-exclusion request to the correct email address to ensure the process is handled as quickly and smoothly as possible.

Either way, I sent the same message via all telecommunication channels, i.e. via live chat and email

so oder so ich habe ja über alle Telekommunikationswege sprich via live chat und mail die gleiche Nachricht gesendet

Dear Dolly Casino,

Can you tell me when exactly was the player's account closed after their request on the 8th of May?

Hello Michal,

We have sent you further information via e-mail.

Best regards,

Dolly Casino

Dear luvanava,

Firstly, I have to advise you to be careful with sending emails to the correct addresses. You can not send an email to a random email address from the casino site and expect that your request will be handled accordingly and on time. Also, I have to mention that in the first email that you sent to the casino (to the incorrect email address), you did not mention any indication of a gambling problem or that you are not in control of your spending. You mentioned only that you are "not aware" of the spending and also that you are "in favor of closing the account in the future". These statements can not be taken as a request for self-exclusion due to a gambling problem. The only clear request from that email was a request for a refund.

Another thing that needs to be mentioned is the fact that when you contacted the casino on the 8th of May (which you sent to the incorrect email address again), and you clearly mentioned your gambling problem, your account was promptly closed without delay. Therefore, the self-exclusion process was handled by the casino correctly and on time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.