The player from Germany managed to open an account which was later blocked. Now he is asking for a deposit refund. The player was self-excluded when he made the deposit and was informed about this by the casino support. As a result of this, he played the winnings he made down to zero. The casino refunded the player's deposit. We consider the issue to be resolved even though the player requested further compensation.
Dolly Casino - Player's asking for a deposit refund.
Amount: €250
Dolly Casino
Safety Index:HighSafety Index
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8.0
Dolly Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello dear Casino Guru team
I am for the system and have been banned by the casino administration 6 months ago I am not allowed to open an account anywhere
i opened an account at dollys casino i said after i opened the account that i am not allowed to use the account because i am blocked for the system and by the casino administration
The support staff have confirmed to me several times that I can play and that everything is fine with my account
I deposited €250 and won €12,800. I had to lose this €12,800 again because I found out from the casino administration, which has the same license, that I am blocked for the entire system and that I do not allow accounts and deposits or withdrawals are
I would like to get my deposit refunded I have before I played before I deposited received confirmation from several staff that I can play but the casino administration says I am not allowed to play the support staff have allowed me to play without checking and please deposit as soon as possible for your help
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2 years ago
Dear Marc61,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify the reason why you are blocked from this group of casinos?
Do I understand correctly that you currently don't have access to your casino account?
Have you tried contacting the casino regarding this issue?
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
I banned myself because I found out that I am banned from the casino administration and from the system of this license
I approached the casino before I deposited and played I said that the account shouldn't be allowed to me because I was blocked in other casinos that belong to them by the casino administration they said everything was fine they said that I can play and deposit money
i deposited 250€ and won 12800€ which was very strange i won 2 times 5 heads in the free spins on crystal ball on 1€ bet 2 times 5 thousand euros these wins were strange
I found out a short time later because I wanted to make sure that this dolly casino belonged to the same license and the same casino administration, so even if the support workers didn't check it properly, I knew that I wouldn't get the money, so I did Lost it deliberately €12,800 I then asked dollycasino to freeze my account and refund my deposits they do not respond but say it is my responsibility to check if I am allowed to play
I would not have received the money but I need to get my deposit for it because they were not allowed to allow me to play and register
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2 years ago
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I wasn't sure at first that the administration of the casino belonged together, I believed the support staff, but the support staff apparently didn't check it properly, I was recently informed by the support team that I was blocked by the casino administration, so now I know 100% that the casino administrations belong together
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2 years ago
Thank you for your reply, Marc61. Do I understand correctly that there were no funds in your account when you asked the casino to block it?
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2 years ago
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I had to lose €12800 because I found out that I was blocked by the casino administration I deposited €250 and won €12800 where I had zero euros I let myself be blocked and asked to get my deposit back but it was ignored even though I blocked by the administration
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2 years ago
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The casino was not allowed to allow me to deposit and register
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2 years ago
Marc61, would you be so kind as to clarify why your accounts from this group should be blocked? Have you requested to be blocked yourself or did any of the sister casinos block you for some reason?
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2 years ago
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The administration blocked me, I don't know why
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2 years ago
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I had previously blocked myself from all casinos with this license because I have gambling problems as I said the casino should not have allowed me to register and deposit money because I was previously blocked from all casinos that have anything to do with this casino and the license
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2 years ago
Thank you very much Marc61 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.
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2 years ago
Hi Marc61,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Dolly Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear all,
Thank you for bringing this to our attention.
When registering the account on our website, the user entered a new email that was not banned, therefore circumventing the ban measure mentioned by him. The support agent in chat checked the new email of the user and gave it a green light, as the new email that the player used was not banned.
Secondly, when the player requested account closure on June 5th, his request was fulfilled and the account was closed. Now his new email is also banned from registration. Based on the aforementioned factors, there is no refund available for this player’s account.
Please let us know if you have any other questions.
Best regards,
DollyCasino.com
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2 years ago
Translation
you are wrong my data my and surname birthday address is blocked for the system
the administration blocked me a long time ago, no matter which email address I registered with, I was blocked on all of theirs
Your employees have told me several times that everything is fine with my data, such as first and last name. I have mentioned to them that I am blocked from the license and the administration
they ignored it apart from that a win a payout would not have been possible because they would have seen it at the latest on verification that I am blocked for their license and system
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2 years ago
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Your employees lied I found out afterwards that their casino belongs to the same license that I am banned from I believed them and played I saw the information afterwards and realized that I am not allowed to play with them either
I then played it all down to €12,800 because I knew I wouldn't get the money
but my deposit they have to pay back
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2 years ago
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DEAR DOLLY CASINO
I WANT TO INFORM YOU THAT YOU CAN BLOCK DUPLICATE ACCOUNTS BUT IT WAS NOT DONE HERE IT IS YOUR ERROR
YOU MUST DETECT AND BLOCK DUPLICATE ACCOUNTS NO MATTER WHAT EMAIL ADDRESS I USE YOUR STAFF AND YOUR SECURITY AUTHORITY DIDN'T WORK HERE BETTER SAID NOT ACTION IT IS YOUR RESPONSIBILITY TO CHECK
ALL company names
Rabidi NV Casinos have the same system and they belong to this license and administration
Aside from that, I WOULDN'T HAVE TO PAY THIS WIN TO ME
ON A PAYOUT THEY WOULD SAY THAT MY ACCOUNT HAS BEEN BLOCKED DUE TO THE DUPLICATE ACCOUNTS AND BLOCKED BY THE ADMINISTRATION BECAUSE THEY WOULD HAVE CHECKED IT CORRECTLY IN THIS SITUATION AT THE LATEST
SO THERE SHOULD BE A REFUND BECAUSE IT IS ONLY YOUR RESPONSIBILITY TO DETECT AND BLOCK DUPLICATE ACCOUNTS
ATTENTION ⛔️ I SAY IT AGAIN NO MATTER WHAT EMAIL ADDRESS I REGISTER WITH, IT IS YOUR RESPONSIBILITY TO CHECK THAT IT IS CORRECT
I HAVE AN EXAMPLE IN THE ATTACHMENT
ADDED YOU CAN SEE THAT IT DOESN'T MATTER WHAT EMAIL ADDRESS OR WHAT USERNAME IS USED THE SYSTEM IS ABLE TO VERIFY AND ACTION THIS SO I DEMAND A REFUND 
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2 years ago
Dear Dolly Casino team,
Thank you for your response. Is the email address the only parameter that gets verified when applying responsible gaming tools like self-exclusion? If the player used his correct name, address, and date of birth, he should automatically be blocked, right? Secondly, if the player was informed that he can't withdraw the winnings due to an active self-exclusion, he shouldn't also be allowed to lose, am I right? If the player used correct personal data, he should get back his deposits made after the self-exclusion was activated.
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2 years ago
Good evening all,
After a thorough review of the case, we have made a decision to refund the player's deposit and we've communicated with the player to find a solution on the matter.
Marc61 - As per our correspondence, please confirm that you are now satisfied with the resolution we've agreed on together.
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2 years ago
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What should I confirm I have not received any money yet I will not confirm anything until I have received my money
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2 years ago
Thank you Dolly Casino team for reconsidering, it is appreciated.
Dear Marc61,
Your deposit will be refunded. The casino asked you to confirm if you agree.
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2 years ago
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Of course I agree
but I still haven't received any money
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2 years ago
Good afternoon!
I've been informed that the refund left our bank on Friday the 29th of July. In that respect, we see this matter as resolved.
Thank you,
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2 years ago
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I want damage
I would like to remind you that I had to lose 12800€ 250€ Is not even a small part against it I want at least 1000€ As compensation
Otherwise I will take legal action against them and pass the whole thing on to my lawyer
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2 years ago
Hii all,
Thank you for your replies.
Dear Marc61,
If we get back to your request: "I would like to get my deposit refunded" it seems that the casino did exactly what you requested. Since you were self-excluded when you made the deposit, the casino should refund the deposit and you shouldn't be able to win or lose any money. Taking this into consideration, you were never eligible for the winnings. As long as you received your deposit back, we consider the issue resolved. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
