Complaint #5 Dolly Casino

Verification issue complaint

By Gurerenki

3 years ago

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.

Disputed Casino Dolly Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Dolly Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dolly Casino

• Representative

3 years ago

Dear all,

Thank you for reaching out.

Unfortunately, the player was unable to provide the document that was requested in order to have another go at verification.

The document we requested was a membership confirmation of a utility company, for which we have previously received an energy bill under the player's name. Since the player was unable to provide said document, the account shall remain closed according to the following article from the Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
<…>
engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
<…>

Best regards,
DollyCasino.com

AskGamblers

• Support Team

3 years ago

Dear @Gurerenki,

Rest assured that the AskGamblers Complaint Team is in contact with the Dolly Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Gurerenki

3 years ago

Dear all,
I am being asked for documents that i do not have. I have told them 7 times that utility bill is being paid by my father. I sent them them the document that confirms that me and my father have the same family name. I cannot submit them utility bill with my personal info because i do not pay for them. Utility bills can be paid by any member of the family and it doesn`t break the rules of the site. I also sent them bank statement which displays my address and it is the same address that my father has.
Dear Ask Gamblers, i will attach in the private pictures the documents that I sent to the casino so that you could understand that I am being sincere about this case. I hope we can resolve this issue quick.
Best regards.

Dolly Casino Complaint Stats

Resolved 10 / 10

Avg. Amount $231

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Dolly Casino Complaints

See all complaints for this casino

Unpaid 1250 EUR tournament prize

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

Resolved

Withdrawal way past due

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.

Resolved

$250

Refusing to close the account for many days

I want to close my account at Dolly casino. I write them every day several times for 4 days. They have a Policy of closing accounts in 24 hours written in their rules. They are receiving and reading my emails because they answer every time and delaying on purpose, asking to specify why, asking to confirm again and then nothing and then again the same. In short they are refusing to close the account. So I would like to ask you for your help.

Resolved

retrait annuler

Withdrawal request on April 8 for 200 euros, processing time of 3 days, on April 11 I was told that the withdrawal was in its final stage, on April 12 I was told that the withdrawal would soon be finalized and that I would receive it any moment and on April 13 withdrawal canceled, according to an advisor it was a problem with the payment provider, I had to request a new withdrawal by changing the payment method, and the 3-day delay starts again.

Resolved

€200

Withdrawal complaint

On the website https://dollycasino1.com/ I made a request for withdrawal ( RM1000 = 224.19 USD ) on the 26th of January, Usually they said that it'll take 3 - 4 business days. I have asked the casino that it has been 9 days since I made my request for my withdrawal and all they have to say is that the financial team is doing their best and all I have to do is be patient. I hope you guys can help me out. if you need anything else do let me know.

Resolved

$224

Don't get Payout

I submitted another withdrawal request on 05.01.2025 after my last three requests were completed. These are also only processed after repeated requests and delays.

I have currently been waiting for my payouts since 05.01.2025 and for my other payout requests since 15.01.

I always get the same standard reply that the requests will be processed as quickly as possible and that the payout is secure.
You have already said this several times but nothing has happened.

I have also written an official complaint to the casino and asked for a solution so that I don't have to file a complaint with AskGamblers, but I see no success there and am now contacting Ask Gamblers directly.

Please make sure that I get my payouts.

Resolved

€1,462

Casino no payments

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.

Resolved

zł498

Deposit don't get credited since November 30th

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.

Resolved

€35

Two of my bets got unfairly rejected

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

Resolved