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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8.0
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Case opened
Current status
Waiting for player to reply
6d 20h 14m 32s
Case summary
3 hours ago
Public
Public
18 hours 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:
Public
Public
3 hours 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
luvanava has 6d 20h 14m 32s to reply
