Complaint #33 Dolly Casino

Very long and delayed withdrawals

By Michal B.

3 weeks ago

Dear AskGamblers Complaint Team,

I am submitting this complaint regarding the withdrawal processing at Dolly Casino and, more importantly, the difficulty I am currently facing in withdrawing my entire remaining account balance.

My account is fully verified, and Dolly Casino has not informed me of any outstanding verification, KYC or other issue that would prevent the withdrawal of my funds.

My current remaining balance is approximately CZK 373,000, which is approximately €15,500.

At the moment, I have three pending withdrawals, which is the maximum number of unsettled withdrawals permitted under Section 6.13 of Dolly Casino’s Terms & Conditions.

During the past week, only one withdrawal has been successfully processed and paid on Monday. The remaining three withdrawals are still pending.

However, my complaint is NOT limited to these three individual pending withdrawals.

My main concern is the ability to withdraw my ENTIRE remaining balance of approximately CZK 373,000 / €15,500 within a reasonable timeframe and in accordance with Dolly Casino’s own published withdrawal terms.

According to Section 6.15 of Dolly Casino’s current Terms & Conditions, withdrawal requests are processed by the Finance Department within 3 business days after the request is submitted and/or within 3 business days after the previous withdrawal request is paid.

Furthermore, Dolly Casino previously confirmed to me in writing that the withdrawal processing timeframe was 0–3 business days.

However, Dolly Casino subsequently informed me by email that its “standard processing timeframe” is now 3–5 business days, starting from the day after the withdrawal request.

I specifically asked Dolly Casino to identify the exact section of its Terms & Conditions that provides for this 3–5 business day timeframe.

The casino has not provided such a section or any clear explanation of why the published Terms & Conditions apparently state a maximum of 3 business days while its support team is now referring to 3–5 business days.

In a subsequent response, Dolly Casino stated that my withdrawal is delayed due to an “unusually high volume of transactions”.

The casino also confirmed in writing that my funds are “completely safe and secure” and that its Finance Department is actively working on processing my withdrawal.

There is also a significant practical problem caused by the withdrawal limits.

Section 6.13 allows me to have a maximum of three unsettled withdrawals at the same time. Therefore, while these three withdrawals remain pending, I cannot submit additional withdrawal requests.

In addition, the maximum amount I am currently able to request in a single withdrawal is €500.

My remaining balance is approximately €15,500.

This means that withdrawing the entire balance would require approximately 31 separate €500 withdrawal requests.

Because I am limited to three pending withdrawals at any one time, the processing speed of the casino directly determines how long it will take me to access my full balance.

Based on the current situation, where only one withdrawal has been processed during the past week, withdrawing the entire remaining balance could potentially take many months.

This is my primary concern.

I am therefore asking AskGamblers not only to assist with the currently pending withdrawals, but to review and assist with the withdrawal of my entire remaining account balance of approximately CZK 373,000 / €15,500.

I would like to ensure that the casino does not simply process the current three withdrawals and then leave me in the same situation again, requiring me to submit additional €500 withdrawals over many subsequent months.

I have already attempted to resolve this matter directly with Dolly Casino through email and Live Chat. The casino has acknowledged the delay, but has not provided a clear and consistent explanation of the applicable processing timeframe or a reasonable timeframe for withdrawing my full remaining balance.

I am therefore asking AskGamblers to assist me in obtaining:

1. The prompt processing and payment of my currently pending withdrawals;

2. Confirmation that my entire remaining balance of approximately CZK 373,000 / €15,500 can be withdrawn without unreasonable delay;

3. Clarification from Dolly Casino regarding the withdrawal processing timeframe applicable to my account;

4. Identification of the specific Terms & Conditions section that supposedly allows a 3–5 business day processing timeframe, given that Section 6.15 states that withdrawals are processed within 3 business days;

5. A clear explanation of the current withdrawal delays and the reason for the change from the previously confirmed 0–3 business day timeframe;

6. Confirmation that, once the current pending withdrawals are processed, subsequent withdrawal requests will continue to be processed within the timeframe stated in the casino’s Terms & Conditions;

7. Assistance in ensuring that the €500 per-withdrawal limit and the maximum of three pending withdrawals do not effectively result in an unreasonable delay of many months in accessing my legitimate remaining balance.

I am not asking for anything outside the normal withdrawal process.

I simply want to withdraw my own available balance in accordance with Dolly Casino’s published Terms & Conditions and within a reasonable timeframe.

I have attached supporting evidence, including:

- screenshots of Sections 6.13 and 6.15 of Dolly Casino’s Terms & Conditions;

- screenshots of my withdrawal history and current pending withdrawals;

- Dolly Casino’s previous email confirming the 0–3 business day processing timeframe;

- Dolly Casino’s subsequent email referring to a 3–5 business day timeframe;

- my correspondence asking Dolly Casino to identify the contractual basis for the 3–5 business day timeframe;

- Dolly Casino’s responses regarding the delay and the “unusually high volume of transactions”;

- evidence of the previously successfully processed withdrawal.

Thank you for your assistance.

Kind regards,

Disputed Casino Dolly Casino

Reason Delayed payment

Amount Kč373000

Discussion

AskGamblers

• Support Team

2 weeks 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.

Grbic11

• Czech Republic

2 weeks ago

Dear Askgamblers team,

The issue is resolved for now. You can close this complaint.

Thank you

M.

Grbic11

• Czech Republic

2 weeks ago

Update – three withdrawals received and a new withdrawal submitted

I would like to provide a positive update regarding my complaint.

Today, I received all three withdrawals that had been pending since August 9th, 10th and 11th. This is a very positive development, and I appreciate that these withdrawals have now been successfully processed.

I am pleased that the situation has started to move forward, also following the publication of this complaint on AskGamblers.

I have now submitted another withdrawal request of CZK 12,500 (approximately EUR 520) and will continue submitting withdrawals regularly as the casino’s withdrawal limits allow. At the moment, the system allows me to submit only one new withdrawal request per day.

My current account balance is CZK 546,500.38 (approximately 22 300€),
with an additional CZK 12,500 currently pending as a withdrawal request.

I have attached a current screenshot showing the account balance and the newly submitted withdrawal request.

I would like to thank the AskGamblers team for their assistance and Dolly Casino for processing the previously pending withdrawals.

I sincerely hope that the next withdrawals will be processed in the same manner and without further unnecessary delays.

This is a significant and very positive step, and I hope that we can continue in the same constructive way going forward.

Thank you

Grbic11

• Czech Republic

2 weeks ago

Dear Dolly Casino Team,

Thank you for your response.

I understand that you refer to routine security and provider checks under T&C 6.16 as the reason for the delay.

However, I would appreciate a more specific explanation, as the current situation is difficult to reconcile with the processing of my previous withdrawal.

My first withdrawal request was submitted on August 9th. The first withdrawal was successfully processed on the following business day, August 10th.

Since then, however, no further withdrawal has been processed, despite three further withdrawal requests being submitted on August 9th, 10th and 11th respectively.

Therefore, if the current delay is caused by security or provider checks under T&C 6.16, I would like to understand why the first withdrawal was successfully processed on the first business day, while the subsequent withdrawals have now remained pending for more than a week.

Could you please clarify the following:

1. What specific security or provider check under T&C 6.16 is currently delaying my withdrawals?
2. When was this check initiated, and has it already been completed for the first withdrawal that was successfully processed?
3. Is any additional information, documentation or action required from my side?
4. What is the expected completion date of the current checks?
5. Can you confirm that the three pending withdrawals will be processed once these checks are completed?

I would also appreciate a specific estimated timeframe for the processing of the pending withdrawals rather than a general statement that they have been escalated to the relevant department.

I have been cooperating fully and have not cancelled or revoked any of the pending withdrawals. I am simply asking for the withdrawals to be processed in accordance with your published Terms & Conditions.

Given that the first withdrawal was successfully completed on the first business day, I would appreciate clarification as to why the subsequent withdrawals are now taking significantly longer.

Kind regards,

Michal

Dolly Casino Complaint Stats

Resolved 12 / 13

Avg. Amount $1,926

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Dolly Casino Complaints

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Delayed Withdrawal of 1350000 HUF at Dolly Casino

Dear AskGamblers Team,
I would like to file a complaint against Dolly Casino regarding delayed withdrawals.
I won approximately 1,350,000 HUF and submitted withdrawal requests according to the casino's withdrawal limits. My account is fully verified, I had no active bonus, and this was not my first withdrawal.
My initial withdrawal requests remained in "Processing" status for an extended period and were later cancelled by the casino. I received an email stating that the cancellation was due to a technical issue with their banking/payment provider. The funds were returned to my casino balance.
Following the casino's instructions, I submitted a new withdrawal request for 200,000 HUF. This request has again remained in "Processing" status for an extended period, and I continue to receive only general responses from customer support without a specific explanation or payout date.
I am concerned about the ongoing delays and would appreciate your assistance in obtaining a clear explanation and the payment of my winnings.
I can provide screenshots of:
the withdrawal history,
the cancellation email,
my account balance,
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Thank you for your assistance.

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Delayed withdrawal for 13 days

I've submitted a withdrawal on 08.06 - it's _+- 500$.

Since this delay, they are stalling my withdrawal. Besides a low limit (500), the support it's keep wasting my time, without any real information on where I'll receive some money. I still have 2k USD there, so will it take up two 2 months?

Please, let Dolly Casino tell us why they don't want to pay my winnings?

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Unpaid 1250 EUR tournament prize

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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

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