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,
