Dolly Casino - Two of my bets got unfairly rejected

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.

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.

Thank you for your submission and for giving us another chance to reply.

Kindly be informed, that we require additional information from the customer to be able to investigate missing winnings. Upon checking the gaming history of the customer, we have not found the exact match for the bets with timestamps and amounts that the customer indicated, which, together with the description of the issue, led us to believe that the bets were rejected by the gaming provider, therefore, no information regarding the bets reached our back office.

Given that the issue cannot be investigated from the casino side, we would like to kindly suggest that the customer waits for updates from the two investigations they opened with the game provider.

Best regards,
DollyCasino Customer Support

I already contacted the game provider regarding this issue and they clearly told me that they had given all the informations they had to DollyCasino regarding the case, but since DollyCasino keep on telling me that I have to look at the case with the game provider I contacted them again today and they told me (again) that DollyCasino was supposed to take care of the situation. The attached file is a proof of this. So basically, the two pass the matter on to each other, but neither them seems to be handling the matter.

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.

Thanks in advance for your cooperation.

Dear all,

Thank you for your patience!

Unfortunately, we are still in communication with Evolution regarding the situation.

Therefore, we kindly request a timer extension.

Best regards,
Dolly Casino Rep

Ok, I'll wait.

Dear all,

Kindly note that the AskGamblers Complaint Team has just extended the response timeframe for another 96 hours in the hope that Dolly Casino management will soon provide an update regarding this complaint.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

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.

.Dear all,

The AskGamblers Complaint Team is in contact with the Dolly Casino team. We hope that updates will be provided soon. .

In case Casino fail to respond within the given timeframe, we will consider the 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.

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.

Dear Dolly Casino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation of the matter, including but not limited to clarifying all the relevant reasons that led to the occurrence of the issue, and the actions taken by your management

Thanks in advance for your cooperation.

Dear WAYTOOUNLUCKY,

Thank you for your patience!

We have received the reply from the provider, Evolution, in regards to the bets you mentioned.

The information given by the provider was the following:

The first bet, with the timestamp 2023-11-02 12:51:05, in the amount of 5,4 EUR has been placed, and immediately refunded back to the balance.

The second bet, with the timestamp of 2023-11-02 21:32:28, in the amount of 2,1 EUR has been placed, but never reached the provider's side, therefore, no balance has been deducted.

The detailed evidence has been previously provided and discussed with the AskGamblers representatives.

With this, we consider the case to be resolved, due to the fact that both bets did not occur and the funds were not deducted as a result.

Sincerely,
Dolly Casino

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.