Dolly Casino - Player seeks refund due to account mishandling.

Complaint:

Hello,

I am submitting a complaint regarding Dolly Casino and a serious Responsible Gambling failure.

Timeline & Issue

On 20 November 2025, I emailed Dolly Casino requesting my account be closed immediately due to gambling harm.

I clearly wrote: "Close my account."

Their support team replied asking me to confirm my decision.

I replied in the same email thread and confirmed the closure, also stating I had no remaining balance.

Despite this, the casino failed to close my account.

In the days that followed, I was still able to deposit and gamble, losing a total of $4,500 AUD.

These losses occurred after my closure request and confirmation.

Casino Response

When I asked for a refund due to the Responsible Gambling breach, the casino:

Claimed they "did not receive confirmation"

Ignored the fact that the confirmation is clearly visible in the email thread

Repeatedly avoided addressing the actual issue

Eventually stopped responding

I now have no further reply from them despite follow-ups.

Evidence Attached

I can provide:

Screenshots of my initial closure request

Their reply asking for confirmation

My confirmation email

My losses after the request

Their responses denying responsibility

Their current refusal to address the Responsible Gambling failure

Request

I am seeking a refund of the $4,500 AUD deposited and lost after my account closure request on 20 November, as these deposits should not have been possible.

Thank you for your assistance.

Sean D***

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Dear Sean_donnelly,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. The casino can even try to keep the player by offering bonuses or other advantages to them.

On the other hand, self-exclusion does. If a player successfully requests a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/have gambling problems).

• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.
• Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Hi kristina. I emailed them saying. Can i close my account as i have a problem gambling. They emailed back saying. Closing the account means any balance in the account will be voided. I emailed back saying there was no balance ( as to say theres nothing to take out of the account ) and also emailed saying"just close the account". Week goes by and sadly my addiction took over which is when i seen the account not closed. If it was closed like i asked due to my issues. I wudnt have lost the 4500. Ill email you the email messages

Thank you for your reply, Sean_donnelly. Could you please clarify whether you currently have access to your casino account?

I do not have anymore no. They closed my account after the 4500 i lost in seconds conveniently

I noticed in your messages to the casino that you stated you wish to close your account "due to problems." Have you ever specifically stated that you suffer from gambling addiction or that you have a gambling problem?

Also, when exactly did you make the last successful deposit?

Thank you for your message.

To clarify:

Yes — I closed my account due to gambling problems. While my initial wording was "due to problems," this was a reference to gambling harm and loss of control, not a general account closure for unrelated reasons.

I did not initially use the exact phrase "gambling addiction," however I clearly communicated that I was experiencing gambling-related problems and requested that my account be closed. This should have triggered Responsible Gambling procedures and an immediate restriction of my account.

Regarding deposits:

My last successful deposit was on 26 November 2025, which occurred after my initial request to close my account on 20 November.

At the time of my closure request, my account remained active and I was still able to deposit and gamble, which is the core issue of this complaint.

Dear Sean_donnelly,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, in which a player clearly states their gambling problem, is the essential evidence that each player must provide for us to proceed with a case like this. Having "problems," unfortunately, can mean anything.

Since you didn't provide sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 xxx (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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.