A player from Germany had won €2500 and had requested a €500 payout. The casino had cancelled the payout due to an issue and had credited the amount back to the player's account. However, the player, unaware of the returned funds, continued to gamble and lost the money. The player had sought help to recover the funds. We had informed the player that since the casino had returned the money and it was lost in subsequent gaming, we couldn't assist further. It was the player's responsibility to check their account balance. The complaint was thus rejected.
Dolly Casino - Player's canceled withdrawal was unknowingly used in betting.
Amount: €500
Dolly Casino
Safety Index:HighSafety Index
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8.0
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
Public
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6 months ago
Translation
Yesterday I won nearly €2500, of which I could only cash out €500. Consequently, I requested a payout for the €500 and continued to gamble with the remaining €2000... I also received an email confirming that my request was successfully processed and that the finance department would handle it as soon as possible. Last night, I lost access to the transaction list and could not locate the €500 anywhere, so I reached out to the support team via live chat,... They informed me that there was a problem with the payout, and it was cancelled. They assured me that the €500 would be credited back to my gaming account within 24 hours.
However, Today, I still can't see the €500 nor can I access any of the data... I had to reach out to support once more...
Today I got the brilliant news... While I was gambling, they credited the cancelled payout to my account, which I ended up using all while playing... I wasn't made aware of this... I was betting up to €7 per spin and won between €350-400 frequently, so how was I supposed to know that the winnings included my requested payout?
I am in desperate need of help... I will send you all the emails and screenshots...
Automatic translation:
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6 months ago
Dear heusercorinna55,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
I understand your frustration with the canceled payout and the subsequent delay in the funds being returned to your gaming account. However, since the casino eventually returned the money to you and you subsequently lost those funds while playing, we are unable to assist further. It is the player's responsibility to always check the balance in their gaming account.
Please let me know if there is anything else I could help you with, otherwise, this complaint will be closed.
Thank you for your understanding.
Best regards
Veronika
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6 months ago
Translation
Yes, I requested a withdrawal of €500 at 3:36 p.m. and carried on playing... I kept winning amounts of up to €370 at up to €7 per spin, so how was I supposed to know that the casino had canceled it at 4:06 p.m. and I hadn't won? I lost everything else, since I had already made a withdrawal of €500 and you could only withdraw €500 per day anyway...
That day I noticed that the €500 was nowhere to be seen and I also had no access to my transaction list... I immediately wrote to the live chat and then even to the support and they assured me that the money would be credited back within about 24 hours due to an incorrect payout (cancellation by the casino)...
The next day, nothing had changed on my player account... So I contacted them again, explained the situation and they asked me to wait a moment to resolve the situation...
Then I found out that while I was playing, the payout that had been cancelled by the casino had simply been credited to my player account... and I had therefore lost everything...
Without at least interrupting the game so that you have a chance to see that €500 is suddenly credited, instead €500 is suddenly added between the big wins...
I thought my payout was in process because I had received a confirmation email from the casino, so I lost the rest of what I thought I would get.
I think this is unfair and I would like to receive the payment I requested...
Please help me
Automatic translation:
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6 months ago
I apologize, but the casino informed you via email that your withdrawal was canceled just thirty minutes after it was initially approved. While a pop-up notification alerting you to the returned payment would enhance the user experience, it is ultimately the player's responsibility to check their balance while playing. Five hundred euros is a significant amount to overlook.
Unfortunately, since you lost the money playing, there is nothing more we can do to assist you.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
