Dolly Casino - Player has mistakenly deposited a huge amount of money to the casino.

I went to deposit 50 dollars in litecoin to my casino account. And hour later I realised nearly $6000 dollars in litecoin was missing from my account.

After checking i realised I had transferred $5700 into a casino that i never play account. And didn't even realise i had done it.

I imediately got onto that casino account and seen it had been deposited. So i immediately went to withdraw it and wasnt allowed. I then contacted dolly casino live chat to tell them that I had accidently deposited a huge amount of money and needed it back immediately and they tell me I have to play through the $5700 to be able to withdraw it.

That was my families life savings it was our Christmas money and I can't even get it back. They expect me to gamble every cent my fzmily has to only most likely loose it.

How can I get this money back. They won't reply to me and. Surly it should be red flagged when a deposit of $5700 in 1 hit gets made.

I can't playthrough that money i just need it back

Dear Cruiser1199,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are facing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your transaction history showing the deposit you mistakenly sent to Dolly Casino? Kindly include a screenshot of your deposit receipt as well.
• Have you played with your deposit at all?

I have checked the Terms and Conditions, and this is what I found regarding refunds of the deposits:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

6.6.3 To be considered for a refund, you must contact our customer support within 24 (twenty- four) hours of the transaction in question. We will endeavor to respond to your request within 10 (ten) business days. For the avoidance of doubt, all refunds are always at our sole and absolute discretion.

6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than USD 0.50 (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer. Exclusion for Japan is that Live casino games minimum funds rollover before a withdrawal is x5 (five).

• Could you kindly specify when exactly you contacted customer support with the request to refund the deposit back to you?
• Have you been offered the possibility of withdrawing your deposit with a 10% or 15% commission?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Chat Transcript with Damien

Chat started on 16 Dec 2024, 05:54 PM (GMT+0)

(05:54:50) *** Damien joined the chat ***

(05:54:50) Damien

Hi I have accidentally deposited 5700 dollars when I was ment to only deposit 50. Can I withdraw this plz

(05:57:52) Damien

Visitor uploaded: Screenshot_20241217_045733_Chrome.jpg

URL: https://peachhelpsupport.zendesk.com/attachments/token/R04wk3fS9rZEJeicwrMoRrgZU/?name=Screenshot_20241217_045733_Chrome.jpg

Type: image/jpeg

Size: 164359

(06:02:07) *** Emile joined the chat ***

(06:02:09) Emile

Hello! Welcome to Customer Support Service!

My name is Emile and I will be assisting you today.

(06:02:58) Damien

Plz help me iv deposited 5700 in stead of 50 dollars. I need that money back. I can't withdraw it

(06:03:05) Emile

I need a few minutes to look into this for you, please stay on the chat and I will be right back with an update.

(06:04:03) Damien

Visitor uploaded: Screenshot_20241217_045733_Chrome.jpg

URL: https://peachhelpsupport.zendesk.com/attachments/token/Y1HaMUazQpAv2O1bHaoehx3S9/?name=Screenshot_20241217_045733_Chrome.jpg

Type: image/jpeg

Size: 164359

(06:06:47) Emile

Thank you very much for your patience. I am still looking into your enquiry and I will have an answer for you shortly. My sincere apologies for any inconvenience caused.

(06:07:39) Damien

I just need that money back. I can't believe iv done this. It's my life savings

(06:08:27) Damien

My life will leave me.

(06:08:39) Damien

Wife

(06:09:07) Emile

I sorry to hear this please give us a few minutes

(06:13:07) Damien

Are u there

(06:13:15) Damien

Hello

(06:13:17) Emile

Thank you very much for your patience. I am still looking into your enquiry and I will have an answer for you shortly. My sincere apologies for any inconvenience caused.

(06:16:00) Damien

Come on. Please. I need that money back in my account before my wife wakes up

(06:16:10) Damien

Please hurry

(06:17:45) Damien

Hello

(06:18:31) Emile

Thank you for waiting kindly note that the relevant department informed me that all deposit need to be wagered at least once as per terms and conditions before you can withdrawal them !

(06:19:44) Damien

I can't do that. It's 5700 dollars I clearly made a mistake. I need that money back please. It was an honest mistake . That's my Christmas money for my family. I need that money back please

(06:20:13) Damien

I can't wager that that's my families and kids money for christmas

(06:20:54) Damien

I need that money back I can not wager 5700 dollard

(06:21:35) Damien

I need that money back in my account plz. Asap. That is all the money we have..

(06:21:43) Damien

Answer me

(06:22:35) Damien

I clearly didn't mean to do it.

(06:22:41) Emile

We sincerely apoalgsie for the issue you Damien, please understand that the deposit should be wagered so you can request withdrawal

(06:23:06) Damien

I CAN NOT AND WIOL NOT WAGER 6000 DOLLARS.

(06:24:01) Damien

I NEED THAT MONEY BACK NOW. THATS ALL THE MONEY MY FAMILY HAS. ITS MY CHRISTMAS MONEY FOR MY CHILDREN. YOU CAN NOT MAKE ME GAMBLE THAT MONEY

(

06:24:30) Damien

I WILL NOT GAMBLE ALL THE LIFE SAVINGS I HAVE.

(06:24:57) Damien

YOU CANT MAKE ME DO THAT IT WAS A HONEST MISTAKE

(06:27:29) Emile

I apologies but this is what the relevant department have informed me after checking your request

(06:28:33) Damien

I WILL NOT GAMBLE MY WHOLE LIFE SAVINGS AND MY CHILDRENS CHRISTMAS MONEY. YOU CANTBMAKE ME DO THAT.

(06:29:10) Damien

YOU NEED TO SPEAK TO SOMEONE NOW. THIS WILL RUIN MY FAMILIES CHRISTMAS.

(06:29:22) Damien

You can see its an honest mistake

(06:29:28) Damien

ANSWER ME

(06:30:02) Damien

YOU CAN NOT MAKE ME GAMBLE THAT MONEY. ITS EVERYTHING WE HAVE

(06:30:15) Damien

ANSWER ME

(06:31:02) Emile

We apologies Damien please understand that this is the decision of the relevant department !

(06:32:18) Damien

DO U EVEN CARE ABOUT MY CHILDREN AND FAMILIES CHRISTMAS. I WILL NOT DO THAT I WILL NOT GAMBLE MY LIFE SAVINGS . ITS AN HONEST MISTAKE I HAVNT EVEN PLACED A BET

(06:32:33) Damien

I WILL NOT DO THAT

(06:32:55) Damien

I need my fucking money back before my wife wakes up listen to me

(06:34:44) Damien

Hello

(06:36:01) Damien

Hello

(06:36:12) Emile

Damien we are sorry for the faced issue , you have our apologies but this is the decisions fo the relevant department

(06:38:25) Damien

NO I NEED TO TALK TO SOMEONE ELSE . IT WAS AN HONEST MISTAKE .I NEED THAT MONEY BACK. I HAVNT EVEN PLACED A BET.

(06:39:44) Damien

It was a mistake. I FUCKEN WILL NOT GAMBLE MY LIFE SAVINGS I DOLIDNT FUCKEN MEAN TO SEND 5700 DOLLARS TO MY ACCOUNT

(06:40:02) Damien

I need that 5700 dollars back now

(06:40:10) Damien

Transfer it back now

(06:43:13) Damien

Please

(06:43:30) Damien

Please i need my money back now

(06:43:46) Emile

We apologies but we have already forward and they reply with the information I have provided as per terms and conditions all deposit need to be wagered 1x

(06:44:29) Damien

So iv got to gamble my children's Christmas money. It's my life savings. Iv got nothing.

(06:44:42) Damien

My family has not a cent now.

(06:44:55) Damien

We have no money at all for christmas

(06:45:18) Damien

What am I going to tell my children and my wife

(06:45:41) Damien

It's not your fucken money it's my families fucken money .

(06:45:51) Damien

ZITS NOT YOUR MONEY

(06:47:16) Emile

We are sorry for the issue you have faced sincerely apologies

(06:48:07) Damien

ITS NOT YOUR MONEY ITS MY MONEY . YOU NEED TO TRANSFER IT BACK

(06:48:17) Damien

It's not your fucken money

(06:48:28) Damien

GIVE ME MY MONEY BACK

(06:49:17) Damien

ITS NOT YOUR MONEY WHO DO U THINK U ARE.

(06:49:27) Damien

VIVE ME MY MONEY BACK. NOW

(06:50:15) Damien

I havnt even placed a bet

(06:50:27) Emile

Dear Damien please understand that this is the decision of the relevant department

(06:50:37) Damien

Who can I contact

(06:50:51) Damien

Whats the email or phone number

(06:51:41) Emile

We kindly inform you that you can contact with us via email as well on support@dollycasino.com

(07:01:32) Emile

Are we connected?

(07:09:39) Emile

I have not received any new messages from you, so the chat has become inactive.

I will close the chat session for now, however if you require any further assistance, please contact us again, and we will be more than happy to assist you.

In the meantime, enjoy your time on our site!

(07:09:41) *** Emile left the chat ***

(07:09:41) *** Damien left the chat ***

NAME Damien

EMAIL dam*****@outlook.com

PHONE —

LOCATION *****

URL https://dollycasino1.com/au/games

DEPARTMENT —

SERVED BY Emile

RATING —

COMMENT —

Are you using Zendesk Chat yet? Sign up free today

Hey sorry for the late reply. Iv sent you the deposit and the confirmation of the deposits. Also the transcript. If u need the transcript in a better format I can email the email of the transcript that I received.

They didn't offer me anything just told me I had to play through x1.

That is so much money to just loose. It was everything we had.

I'm gutted over this it ruined my Christmas.

Regards

Damien.

Hi did u receive all the stuff u requested. I havnt receivedceived a reply

Regards

Damien

Thank you very much, Cruiser1199, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Cruiser1199 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Dolly Casino for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their refund.

Thank you!

Why are u after 4 days just contacting me to tell me you've transferred it to someone else. Why has it been transferred to someone else. Why isn't there any progress. I really need that money back. I'm about to be evicted from my home. I had no christmas. My kids got nothing. And no one seems to care it's destroying my family and marrage

I don't understand. It was a 5700 dollar deposit. Surly that's a red flag.

I would have though responsible gambling would have came into this and a duty of care from dolly casino to clearly see that if someone deposits that amount the clearly have a gambling problem. Not to just take it knowing full well that play throughing that amount of money is never going to end well or in front.

What made me angry was the fact I told them it was a mistake and it was money for my family and christmas it was all we had.

As u can see in the transcript. They didn't even stop and think about how this has affected a family at Christmas.

They didn't even care when I told them my children would miss out on Christmas. And how it had torn our family apart. My wife wants a divorce, my children got nothing for Christmas and I'm on the verge now of loosing our home.

They showed nothing but pure greed.

With out any thought for the children that it affected.

It's bloody killing me.

Dear Cruiser1199,

We are very sorry for the difficulties you had to face. To make sure this does not happen again, we have decided to close your account. Furthermore, we would like to make you aware of the following resource, should you want to make us of it: https://www.gamblinghelponline.org.au/

We also have to draw your attention to the T&C clauses 6.6.2 and 6.6.3, as you have played the amount in full. As such, unfortunately, we are unable to perform any returns.

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

6.6.3 To be considered for a refund, you must contact our customer support within 24 (twenty- four) hours of the transaction in question. We will endeavor to respond to your request within 10 (ten) business days. For the avoidance of doubt, all refunds are always at our sole and absolute discretion.

6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than USD 0.50 (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer. Exclusion for Japan is that Live casino games minimum funds rollover before a withdrawal is x5 (five).

We wish you all the best,

Dolly Casino

Dear Dolly casino,

So your closings my account and you also present me with a responsible gambling link.

I imme

Yet you gave me no choice of any commission and instead told me I had no choice I had to play throughx1

i immediately contacted dolly casino as soon as I realised whst id done as per your clauses and you refused to come.e to an agreement and instead of being so caring about responsible gambling you gave me no options except that I had to play all that money.

You knew I accidently done that and I did all of those clauses.

I think we should come to an agreement close my account, and take 20%.

It's all in the transcripts I done everything that was asked.

Responsible gambling!!! you made me play small that money through knowing I didn't want too and had. A family

So I applied all those clauses and u made me play that money.

You keep 20% commission and give me back the rest of my money.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Cruiser1199,

We would like to bring this to your attention that the commission can only be applied if the amount is still on balance and if the deposit was made with the bank card or bank transfer (as per T&C 6.8.)

As your deposit was made via Crypto, there was no way to refund, only to wager.

As the amount was played and is no longer available on your balance, we, unfortunately have to deny your refund request (as per T&C 6.6.2)

6.8 :- Minimum funds rollover before a withdrawal is x1 (one).

If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than USD 0.50 (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer. 

Exclusion for Japan is that Live casino games minimum funds rollover before a withdrawal is x5 (five).

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, according to the aforementioned article, there is no refund available for your account.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

Dolly Casino

Cruiser1199, I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Dear Dolly Casino representative, can you clarify if the player used the funds and lost them or why is the refund impossible? Additionally given the statement the player has left here, have you done any responsible gambling measures in response to this? Thank you in advance!

Dear Peter,

We have sent you further information via e-mail including attachments.

Best regards,

Dolly Casino

Thank you for providing me with the evidence Dolly Casino representative.

Cruiser1199, I sincerely regret to learn about your unfortunate situation, unfortunately, as you have played and lost the funds there is nothing that can be done in this situation. If you have trouble with patience during gambling I can recommend our guide on How to Gamble Safely. I would also recommend utilizing our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool allows 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. I am sorry I could not be of more help on this occasion.

Kind regards,

Peter