Complaint #1 Doggo Casino

Self exclusion problem

By sami i.

4 years ago

Hello. I need help getting my account self-excluded permanently on this casino. I have tried to self-exclude myself permanently from this casino because I do not wish to have access to their website any longer but week has passed and still my account is not self-excluded.

I need help to get my account self-exclude permanently from this casino

Disputed Casino Doggo Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

4 years ago

Dear @sam_i,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Doggo Casino

• Representative

4 years ago

Dear SAM_I,

Apologies for the late response. We have missed your request due to a system error, which has been rectified from our end.
We care about our players and betting should always be within your means and not negatively impact you either financially or socially.
Your account has been closed permanently.

We recommend visiting the trusted site: https://www.gamblingtherapy.org/en

Gambling Therapy is a global service offering free practical advice and emotional support to anyone affected by problem gambling.

Best Regards,

Team Doggo

AskGamblers

• Support Team

4 years ago

Dear all,

This complaint has been reopened as per Doggo Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Doggo Casino Complaint Stats

Resolved 7 / 9

Avg. Amount $946

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Doggo Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Doggo Casino Complaints

See all complaints for this casino

Avoiding tickets for delayed withdrawal

I did a withdrawal on 450 £ 4 of January. With this casino I have before received confirmation of withdrawal, but this time I didn't, so I contacted support. They give me the same answer that they have some problems with the payment provider but when I now asks for more information the wont answer. It feels like they are avoiding my questions.

Now they have been avoiding my tickets for 2 days without further information about this "payment provider problem"

This is sad because I have had a good experience with doggo casino before.

Resolved

£450

Delay withdraw or can't contact live support

I have been trying to withdraw I won on slot is been hours now and I still haven’t gotten my withdrawal accepted or I can’t even contact live support is always says: the status of your query is still in progress. They have sent me the same message 3 times now so I hope I can get my withdrawal now. When I’m trying to contact live support it always says we will be back to you so I create ticket but still they don’t answer me. Honestly feel like they trying to avoid me and I don’t understand why are saying this casino is good casino fast withdrawal 24/7 live support so what is the problem??

Resolved

kr13,027

Too long process of KYC and withdrawal with no answer from support

I have made three different withdrawals from Doggo Casino which have not been processed. I had to verify my payment methods and sent in the documents needed which also was successfully uploaded to the casino through their automatic verification program.

I have not heard from them since and according to the response I got from the casino it is supposed to be Done within 24 hours and after that the withdrawals will be processed. It has now been 6 days of radio silence and all the response I get is:

”We want to give you a quick update on your ticket.

The status of your query is still in progress.

We apologise for any inconvenience.”

It is three withdrawals that are awaiting approval, a total of 1000 EUR. It has been over 6 days since I sent in the documents for verification (a process that should be Done within 24 hours according to the casino).

Resolved

€1,000

Problems with my withdrawal

Hey my name is < full name removed >

I'm 19 years old from Norway and I have this complaint I cant be done with.

I used Revolut to deposit into this casino. Revolut have credit cards that can only be used 1 time, and when I wanted to withdraw into my bank account. Then they told me:

«When you request a withdrawal, we will send your money to the payment method you used for your last deposit, your current active payment method.

Since you deposited with a credit card, you are requested to issue a new withdrawal via bank transfer linked to the same credit card.»

I also had to verify my identity, address, bank, and credit card used + I had to verify the amount.

I have waited too long now and I really need this money I have won now. It feels like they wont give me my money.

Resolved

kr39,000

Ignored SelfExclusion & Deposit Refund Request

Dear Doggocasino Support Team and Askgamblers team

I hope this message finds you well. I am writing to express my deep dissatisfaction and disappointment with Doggocasino regarding a critical issue that I have been facing. Despite my efforts to address this matter over a year ago, it remains unresolved. I wish to bring this to your attention and request a resolution.

On May 10, 2022, and subsequently on May 28, 2022, I took the responsible step of initiating a self-exclusion process by sending self-exclusion emails to Doggocasino. My decision to self-exclude was motivated by a genuine concern for my well-being and my desire to curb my gambling habits, as I felt it was adversely affecting my life. It is worth noting that my intentions were sincere, and I entrusted Doggocasino to assist me in this regard. I have a serious gambling problem.

Regrettably, despite my self-exclusion requests, I continued to have access to my Doggocasino account and, more importantly, continued to make deposits on the platform after the self-exclusion dates. This situation is both disheartening and deeply concerning, as it implies a failure on Doggocasino's part to honor its commitment to responsible gambling practices and the enforcement of self-exclusion measures.

I firmly believe that I am entitled to a refund of all deposits made on or after May 10, 2022. The total sum of these deposits amounts to approximately 600 euros. To substantiate my claim, I possess undeniable evidence in the form of screenshot records from my email account, which unequivocally confirm the self-exclusion emails I sent to Doggocasino. In addition, I am more than willing to cooperate fully, including using Teamviewer or any similar platform, to provide any additional proof if deemed necessary, although I believe my email records should suffice.

While I understand that a considerable amount of time has elapsed since the self-exclusion incidents occurred, I must stress that my ignorance of Askgamblers at the time hindered me from seeking a resolution sooner. However, I am now turning to Askgamblers for assistance in this matter, as it is apparent that I cannot rely solely on Doggocasino's willingness to address the issue.

I earnestly request that Doggocasino acknowledges the gravity of this situation and takes immediate steps to resolve it. My primary objective is to receive a refund for the deposits I made after self-excluding on May 10, 2022. This will not only provide closure to this unfortunate incident but also serve as a testament to Doggocasino's commitment to responsible gambling and customer well-being.

I have attached pictures and downloaded email from 10th of May 2022. Original email is in PDF form, because .eml is not allowed to upload here.

Resolved

Doggo Casino not pay winnings

Hi!

I won 600€ from Doggo casino and they accepted my withdrawal on 02/09/2023, but money its not arrived. I have contacted them many times to live chat I send them proof that winnings its not arrived. I sent their details of my bank transfer to prove that money its not arrived. So be careful of this casino.

Unresolved

€600

Withdrawals issues and no possible payment options

Being told they have a problem with their biggest payment provider and I have no way to withdraw my winnings

I've tried netteller as I was told this would work also skrill bank transfer visa debit card and none have worked how can they run a casino and have no withdrawal options?

This casino should be blacklisted as a scam casino

Resolved

€329

Delayed withdrawal and refusal to help

I deposited at Doggo casino and had an issue with getting the bonus. After several attempts to resolve this on chat the wrong bonus was added. At this point I decided that I did not want to play with the bonus and cancelled it to just use cash. I played with my cash and then requested a withdrawal.

My withdrawal has been pending for days and I have chased it with the casino, I cannot get an answer as to why it has not been processed, chat avoids answering my question and keep saying to wait for an email. I have been told this three times and at no point have I received any information from the casino support team. I have chased it via email twice and this has also been ignored.

At no point were the bonus funds used, I have only played with cash.

The casino will not engage with me and explain why my money has not been sent. It is being delayed on purpose.

Unresolved

€450