Complaint #27 Dolly Casino

Withdrawal way past due

By Dboyzbeatz

10 months ago

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.

Disputed Casino Dolly Casino

Reason Delayed payment

Amount $250

Discussion

AskGamblers

• Support Team

10 months ago

Dear @Dboyzbeatz,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

Dolly Casino

• Representative

10 months ago

Dear all,

We are pleased to inform you that Dboyzbeatz's withdrawal request of 250 CAD has been successfully completed on 2nd of August.

Kind Regards,
Dolly Casino Team

AskGamblers

• Support Team

10 months ago

Dear all,

This complaint has been reopened as per Dolly 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.

AskGamblers

• Support Team

10 months ago

Dear Dolly Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

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

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

Verification issue complaint

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.

Resolved