Dolly Casino - Player cannot access account due to email error.

Ich kann mich nicht mehr anmelden, da ich mein Passwort zurücksetzen muss.

Das funktioniert aber nicht, weil ich bei der Anmeldung einen Schreibfehler in der Mailadresse gemacht habe.

Das Casino reagiert nicht auf meine Anfragen diesen Fehler zu beheben.

Dear norcoryder012,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify how your registered email differs from the correct one?
• When was the last time you accessed your casino account?
• Do you have any remaining balance in your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much for your reply, norcoryder012. Do I understand correctly that you had €23 in your casino account before you lost access to it?

When was the last time you tried to contact the casino? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Ich bekomme keine Antwort weder per Mail noch im Chat

Thank you very much, norcoryder012, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello norcoryder012,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Dolly Casino representative to join this conversation and participate in resolving this complaint.

Dear Dolly Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear norcoryder012,

We are sorry to hear about your situation.

We will do our best to assist you with logging into your account and updating your email address as soon as possible.

Please note that our security procedure for adding a new email address requires the following steps:

Send us a selfie holding your ID from your new email address (the one you wish to use) to [email protected].

In the body of the email, please include the following account details in order for us to confirm your details:

• Username used for login
• Old Email address (the misspelled one)
• First and last name
• Date of birth
• Address

Once our support team receives your email, we will review the provided information and respond shortly.

We look forward to receiving your email with all the required details.

Best regards,

Dolly Casino

Hello norcoryder012,

Could you follow the casino's instructions and let me know once you do that?

I'll be awaiting your reply.

Dear norcoryder012,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.