The player from Italy deposited €300 into Dolly Casino and won €1,700 during a bonus game, but the winnings were not credited after a screen freeze. Despite contacting live chat and awaiting a resolution for five days, he has not received any updates and is concerned about the repeated issues with the casino withholding winnings.
Dolly Casino - Player’s winnings have been confiscated.
Opened
Current status
Waiting for player to reply
6d 17h 33m 37s
Dolly Casino
Safety Index 3.8 LowCase summary
Discussion
Public
Public
4 days ago
Translation
HI,
On September 14th, I loaded €300 into my Dolly Casino account. While I was playing a slot machine with a balance of almost €18, I took the bonus game, where I played for four minutes straight and, at the end of the bonus, I had won €1,700. After the bonus expired, the screen froze for a while and then it didn't credit me anything. I tried contacting the live chat service, who told me they were checking and would credit me the money as soon as possible. Five days have passed and no one has contacted me despite numerous messages. I really hope you can help; it's not the first time this has happened. The first time, I had a larger win, but I can't prove it because I didn't keep my betting ID. Looking online, it seems like a common occurrence that they withhold winnings. Thank you so much in advance.
Automatic translation:
Public
Public
6 hours 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.
Public
Public
6 hours ago
Dear Flaco_92,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
- Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
- Have you successfully completed the full KYC verification at this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Karla M.
Flaco_92 has 6d 17h 33m 37s to reply
Karla is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
