The player from Germany reported issues at the casino. He also expressed concern for his situation, indicating addiction and family problems related to gambling. The player's account had been closed following a self-exclusion request, and he had not received a refund for his deposits. After reviewing the timeline, it was concluded that the casino acted within a reasonable timeframe regarding the self-exclusion process, which led to the rejection of the complaint.
Dolly Casino - Player's account issues due to gambling addiction.
Closed
Our verdict
Other
Amount: €2,400
Dolly Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
Ladies and gentlemen, I ask for your support.
Sent on 30.10.2025
Sent on 31.10.2025
Non-compliance with the terms and conditions
Non-compliance with human rights
Injury
I wrote to them that I'm addicted and have family problems because of the game.
Automatic translation:
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dolly Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
- Could you please advise when was the last time the casino allowed you to deposit?
- Have you unsubscribed from the casino's marketing communication?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
Hello Tomas, thank you very much for the quick reply. My account was closed, and I have not received a refund. I have contacted the casino several times.
Automatic translation:
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3 months ago
Thanks for your reply.
Could you please specify exactly when the casino acknowledged receiving the request and when your account was closed?
Please let me know.
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3 months ago
Translation
Hello Tomas, your account was closed on November 2nd, 2025.
Automatic translation:
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2 months ago
Thanks for your patience.
According to the available information, you submitted your self-exclusion request on 30/10/2025, and the casino closed your account on 2/11. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention. From our perspective, Dolly Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request processing period.
Please let me know if I overlooked any information regarding the timeline of events or other circumstances; otherwise, we might not be able to help.
Looking forward to your reply
