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 waiting for a resolution for five days, he did not receive any updates and was concerned about the repeated issues with the casino withholding winnings. We asked him for bonus and KYC details to investigate the case further, but he did not respond to our requests or reminder. As a result, we were unable to continue the investigation and the complaint was closed for now due to a lack of cooperation from the player.
Dolly Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €1,700
Dolly Casino
Safety Index 3.8 LowCase summary
Discussion
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1 month 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:
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1 month 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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1 month 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.
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1 month ago
Dear Flaco_92,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
