Complaint #16 Doggo Casino

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

By Drexsi

2 years ago

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).

Disputed Casino Doggo Casino

Reason Delayed payment

Amount €1000

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Drexsi

2 years ago

We can mark this complaint as solved, I have received 800 euros so far and waiting on the last money to get to my bank account, it was approved yesterday.

Doggo Casino

• Representative

2 years ago

Dear Drexsi,

We trust this message finds you well.

We acknowledge the concerns you raised regarding your withdrawal experience since December 22nd. We understand the frustration caused by the delay and technical glitches encountered during the process.

Upon reviewing your case, we noted that additional documentation was requested to complete the verification process for your initial withdrawal request. Despite subsequent communication interactions, we recognize that the overall experience has not been up to our usual standards.

Regrettably, after the verification was successfully completed, a technical glitch hindered the timely release of your withdrawal. We sincerely apologize for any inconvenience this may have caused. Rest assured, we have kept you informed of the progress, and an automatic notification was sent confirming the payout on December 29th.

We genuinely value your feedback, and your concerns are of the utmost importance to us. We are committed to addressing this matter promptly and ensuring a smoother experience for you moving forward.

If you have any further questions or require additional assistance, please do not hesitate to contact us. We appreciate your understanding and patience.

Best regards,
Team Doggo

Drexsi

2 years ago

I also would like to add that I did not use any bonus upon deposit when playing with the money withdrawn, it was raw cash balance so there cannot be any breach of terms considered that they have to investigate.

Doggo Casino Complaint Stats

Resolved 6 / 9

Avg. Amount $897

Avg. Complaint Duration 6 days

Avg. Response Time 2 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

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.

Unresolved

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

Self exclusion problem

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

Resolved