Refusing to close the account for many days

Dear AskGamblers Team,

I would like to submit a formal complaint against Dolly Casino regarding an unpaid tournament prize.

I participated in Dolly Casino's "Spin & Win 2026 Begins" tournament, which concluded on 12 January 2026. I finished in 1st place for a prize of €1,250. Despite the tournament having concluded and my placement being confirmed on the tournament page, the prize has never been credited to my account.

After weeks of follow-ups, Dolly Casino informed me that, going forward, my account is no longer eligible for tournament rewards. They subsequently confirmed in a "final response" that "tournament winnings are not available" for my account, citing their Terms & Conditions clause 7.3 (discretion to deny bonuses/promotions). In effect, they are applying this decision retroactively to deny payment of winnings from a tournament that had already concluded way before their notice was issued.

What I am requesting as a resolution:

- Crediting of the €1,250 tournament prize.

- Confirmation that discretionary promotion exclusions should be applied going forward and cannot be used retroactively to withhold prizes.

As evidence, I have attached a screenshot of the tournament page showing my 1st place placement and the €1,250 prize after the tournament ended, as well as all relevant correspondence with Dolly Casino support and the complaints team.

Thank you for reviewing my case. Please let me know if you need any additional details.

Kind regards,

Manfred

I initiated a withdrawal request at Dolly Casino on July 22 at approximately 11 AM. It is now July 31 and I still have not received it. on their website it states that withdrawals take up to three days and it’s way past that. i’ve messaged support multiple times and they tell me that it’s in the final stages and I should receive it any moment but I’ve been getting the same answer for days so obviously that’s not true. They keep beating around the bush and don’t give me a clear answer and just tell me to have patience which I’ve had more than enough of. Had I known this was going to happen I would’ve never made an account or deposited. Only reason I did is because the website said withdrawals don’t take more than three days but obviously that’s very misleading and not true.

Hello,

The casino, despite repeated reminders on chat and by email, does not want to pay out the amount of PLN 498

Account verified.

I have been waiting for the payout for three weeks. I believe that if the casino cannot afford to pay out such a small amount, it should not get a license.

The casino does not respond to emails requesting account closure.

I made two deposits on 30 November 2023.

Once €20 and once €15.

Since then, the status has been 'pending' and support is putting me off from day to day. I

have all the necessary screenshots attached. It is now almost 5 days since I made the deposit and the casino is not helping in any way with a solution.

I am writing to you because two of my bets were rejected a few days earlier (November 2, 2023 at 3:51:05 PM UTC and 9:32:38 PM UTC) and I contacted crazy time customer service to get some information. They then opened two complaints, explaining to me that the casino would contact me regarding those two complaints. Here are the references :

• SD-3499427
• SD-3493498

To this day, I have still not been contacted by dollycasino and the customer service has not responded to my emails regarding the situation either. When I try to obtain information from dollycasino's live support, none of the assistants seem to be able to help me and they ask me to provide a betting number (a number that I obviously cannot provide since my complaint concerns two bets that were unfairly rejected and therefore that don’t have a betting number, wince they disappeared from my bets history)

Dolly casino’s live support also told me multiple times that they had forwarded my case and that I was going to receive an e-mail in the next 24hours (and, as I said, it’s already been 13 days and I still didn’t received anything even though I contacted them several times)

The problem is that these two bets were unfairly rejected, since all the bets that took place before and after worked perfectly

Hey,

I won 24000 euros in december on dollycasino. I was asked to provide some documents and I submitted them.

After that they asked for a utility bill again after I sent wrong one by accident. Then I explained that all utility bills come in my father's name and provided electricity bill in his name as one proof of address and posted bank statements in my name as another proof of address. After that they said that my account didn't pass verification and my account was blocked. I can submit all documents again, please help me resolve this issue.

Thank You.