DolceVita.Casino - The player's withdrawal is delayed.

Hello,

My withdrawel is pending since 22/08/2023. So wel over 3 weeks and nobody on live support can help me. My first withdrawel there worked in like few days. Support keeps sayin wait wait wait but they have made 5 request to finance to get info but again no progress. And i feel like they think withdrzwels are a joke. Can you please help me

Hello Domien,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DolceVita.Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello

Account was verified 2 months ago or something like that. I made 2 succesfull withdrawels already. Only now with my last one there seems to be an issue.... i usually play with deposit bonusses but this time i did not. I just played raw bala´nce. I speak everyday to live support asking updates about my withdrawel for the past 3 weeks and i dont get helped at all. They always say no news and i have to wait. They always say to me they made a request to finance to get an update but they just lie to me because everday its the same answer again and they dont give me updates. Then 1 more thing like 2 weeks ago a support agent told me my withdrawel

was gonna be completed that day but nothing actually happened. So i really feel like they think this is a joke. . Usually withdrawels take few days. But this one is close to 4 weeks already...

Thank you Domien for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay hope to hear from you guys soon 👍

Hello Domien,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite DolceVita.Casino to join the conversation and participate in the resolution of this complaint.

Dear DolceVita.Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Dear Domien,

We sent the information to the Risk Management Dep.

We will return with the answer as soon as we receive it.

Thank you for your tolerance.

The DV Team

Hello,

Can i ask why its taking 5 weeks already? And why to the department risk management? Whats wrong with it? 🤔 and can we hurry up a little bit? Because waiting 5 weeks on youre withdrawel isnt really fun.and i feel like this answer that you just gave me is one that im already getting everyday the last 5 wee´ks....

Casino guru can you please do something about this. Im really tired of hearing its been passed to the right department. Ive been hearing that messages for the last 5 weeks and nothing has been progressed.... its time they actually do something about this they had time enough...

Dear DolceVita.Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? Why have you sent the player's information to the Risk Management Department?

Thank you in advance for your cooperation.

Kind regards,

Tomas

Dear Everybody,

We have been having the Technical problems in our overall system.

That's why we check everything and try to clarify the details.

Please, try to be more tolerant with your issue.

Moreover, we are not hiding anything or trying to keep in secrets of some technical problems.

We are online and answering you all the time, dear Domien.

The problem on the Technical bank side.

We are trying to resolve it but not everything depends on us.

Thank you for your understanding!!!

First thing youre saying i need to be more tolerant while im almost waiting 6 weeks for a withdrawel? And the only thing you guys ever told me was to wait. Never an explenation nothing. There has been more then 10request from support to management for info about my withdrawel and everyday the same story. So please dont talk me about being tolerant because thats pushing it. It looks like my withdrawel has been approved this afternoon so im waiting on my ltc arrive to my wallet. If that happends casino guru you can close this ticket. But no first waiting on the ltc to arrive.

Please, do not forget to write also positive things not only negative once.

And it was also possible to resolve it directly via our support from the first days.

The Guru Complaint form or any other form can't speed up the bank processing or technical problems at all.

Please, keep it in mind for the future!

Thanks for being with us!!

Now you are lying if it was resolved in the first couple of days with support then why im a still here today waiting on my money 🤦‍♂️😅. Nobody told me it was a technical issue. until now almost 6 weeks later the only thing that was told me is that my rounds are being checked. And that for almost 6 weeks long. Nothing about technical issues. So please stop lying because i still have the conversations with youre support chat. I even shared them with casino guru.then i used ltc withdrawel so dont start talking to le about bank time. Ltc is instant. Next time inform youre players decent. And dont start doing here that im a liar! After i get my LTC hopefully in the next couple of houres or so i can close this case and never look back at it

Dear Tomas,

Please, do not allow to be rude with the representative of the Casino brand.

We also have the proper forums where we can be protected.

Dear Domien,

We did write only true things all the time.

If you think that all people around lie you, it can't be resolved here.

It would be better to visit the psychiatrist.

That's the last letter to you, you only write negative things and can't hear anybody, it is useless.

We wish you good luck, dear Domien.

Buy for now!

Dear Tomas,

We have done everything that is possible from our site and even have not heard "Thank you".

Please, wait for the withdrawal together with the player and close the case when you are ready to do that.

We are off for the case now.

Cheers

It would be better to visit the psychiatrist --> tells people not to be rude 🤣🤦‍♂️ read all my messages i was never rude.

We did write only true things all the time --> then explane me why none of youre support agents told me 1 tile that it was a technical issue? Why where they all saying they dont have any updates everyday for the last 6 weeks?

Telling people to go to a psychiatrist damn you guys have a lot of respect.

We are off for the case now.

Cheers

I received my withdrawel so for my part we can close the case 👍thanks a lot for youre help casino guru

Dear Domien,

I'm glad to hear that you have been paid.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation, and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

I also want to thank DolceVita.Casino for the cooperation. Hopefully, without unnecessary emotions in the future.

Kind regards,

Tomas