The player from Switzerland reports unprofessional handling of her self-exclusion request at Dolly Casino, leading to significant losses despite attempts to account closure. After explicitly requesting a self-exclusion and a refund, the account was ultimately closed without acknowledgment or response.
Dolly Casino - Player’s account has been closed without resolution.
Amount: 4,200 CHF
Dolly Casino
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Case opened
Current status
Waiting for Casino Guru to reply
-1d -8h -35m -8s
Case summary
yesterday
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1 month ago
Translation
When I was last active at Dolly Casino in May of this year, there were significant issues with the requested self-exclusion. My request for account closure, where I clearly explained the circumstances (addiction, financial problems, etc.), was not taken seriously and was handled very unprofessionally by the casino and its support team. Despite my clear request for a self-exclusion, I was able to deposit and lose at least another 1400 francs as the only response I received was an offer of a bonus credit of 50.- instead of taking my request seriously. It was only when I again explicitly wished to exclude myself from the platform and requested a refund of the lost money that any action was taken. However, this was done without acknowledgment and with a refusal to refund; I received only a closure and no further response to date. I am asking for your help in enforcing the refund.
I would be more than happy to forward the email correspondence with support to you.
Automatic translation:
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1 month ago
Hello luvanava,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dolly Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you receive a response to your first self-exclusion request?
- When was the last time you spoke to the casino and what was it about?
Please forward the initial request you sent to the casino for self-exclusion to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
If I am not mistaken, my account is, or rather was, verified from April 27, 2024. However, I have not been granted access since May, or since the dispute. I have forwarded all support exchanges to you by email. Thank you for checking and initiating further steps.
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1 month ago
Translation
I cannot give an exact amount, but I have suffered large losses after my self-exclusion in connection with the problem of my gambling behavior. The amount is at least 2x 1400chf and upwards
Edited
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1 month ago
Hello Luvanava,
According to the email provided, the casino closed your account after you mentioned addiction on May 8th.
Do you have any evidence showing that you reported gambling problems before that date? If so, please forward it to nikolas.b@casino.guru.
If there isn’t any such evidence, unfortunately, the casino is not obligated to issue a refund, as they would not have been aware of your addiction prior to May 8th.
Please let me know if you have any updates or questions.
Best regards,
Nick
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1 month ago
Hello Luvanava,
Thank you for the additional e-mail provided.
Is there any way to provide a list of deposits made since 1st of May up until your account was blocked by Dolly Casino?
Please forward it to my e-mail as well.
Awaiting your response.
Regards,
Nick
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1 month ago
Translation
Unfortunately, I no longer have any influence or access to this, you would have to ask them directly. Would that be possible for you?
Thank you for your prompt reply
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3 weeks ago
Hello Luvanava,
The deposits should be visible from your payment provider from which you have deposited into the casino, it is not necessary to forward the one from the casino.
Be sure to filter out only the payment made into the casino.
Regards,
Nick
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2 weeks ago
Dear luvanava,
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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2 weeks ago
Translation
I have no access to it, which is why I tried to contact the casino but without success as it is blocked
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1 week ago
Hello Luvanava,
Can you please explain how is it possible you can't access your own payment provider? What method did you use to deposit? Isn't there the history which shows the deposits into the casino?
Regards,
Nick
Casino Guru is examining the case
