Dolly Casino - Player's account deletion request is unresolved.

Buona sera, vi sto scrivendo nella speranza che potete aiutarmi a risolvere il mio problema Anzio grande problema. Praticamente ho richiesto la cancellazione del mio account specificando di avere gravi problemi legati al gioco visto che ho speso tutti i miei soldi e non solo ma questo non è avvenuto e quindo ho continuato a spendere ancora soldi più delle mie possibilità. Spero che almeno voi riuscite a sistemare la situazione. Grazie

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Salve, ho appena mandato l email

Thank you for your email. I noticed that in your message to the casino, you did not specify the reason why you wish to have your account closed. Could you please let me know if you mentioned this reason in any of your subsequent communications with the casino?

Thank you for the screenshot.

In your communication with the casino, you did not mention gambling addiction or gambling problems as the reason for your account closure request. Please note that we are only able to assist with requests for lost deposits in cases where players explicitly state that they are addicted to gambling and ask for their account to be closed, but the casino persuades them to continue depositing and playing.

We are therefore unable to assist you with a refund. However, we can still help you ensure that your account is properly closed.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Dolly Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Dolly Casino at [email protected], add my email address to CC [email protected], and keep me informed about any further developments. Thank you in advance. 

Buon giorno.,ma se una persona chiede la cancellazione dell'account perché sta spendendo più soldi delle proprie possibilità come nel mio caso penso che sia normale avere problemi legati al gioco altrimenti avrebbe smesso prima

Hello Lux2021,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I completely understand your reasoning and I see what you mean. However, for us to be able to move forward with this case, it is important that your request to the casino is clear and explicit about gambling addiction being the reason for the self-exclusion.

Could you please confirm if you already sent the email to Dolly Casino in the format I suggested? If yes, kindly forward me a copy or screenshot of your request. If not, please send it as soon as possible and make sure to CC me at [email protected].

This way, we will have strong proof that you asked for self-exclusion due to gambling problems, and I’ll be able to continue helping you with your case.

Thank you very much for your cooperation.

Dear Lux2021,

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.