The player from Germany encountered technical issues with Dollycasino, as the website malfunctioned on multiple devices. He had won money from free spins but could not continue playing, and his winnings were stuck. Despite reaching out to support, he received no response. The issue was resolved when the casino credited the player's winnings back to his account after intervention from the Complaints Team, who facilitated communication between the player and the casino.
Dolly Casino - Player's winnings are delayed due to website issues.
Resolved
Our verdict
Case closed
Amount: €330
Dolly Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Hello, I have a problem with dollycasino.
I have several casinos where the game works great, but not at Dollycasino.
I've tried everything - tablet, PC, mobile phone, cookies and cache deleted, no chance
I got free spins during the game and have won €330.70 so far. I played 31 of 51 free spins. The remaining 20 free spins, where I would definitely have won a lot more, are no longer possible. I have a screenshot as proof.
I would like to continue playing and I can't.
My winnings are also stuck.
I wrote to support on March 23, 2025 and March 27, 2025, but there was no response.
I also wrote back and forth in the chat for ages and was told I would receive an email, which hasn't happened yet.
Evidence as screenshot.
I can't upload everything, I would have to send it by email.
Automatic translation:
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9 months ago
Dear tm140165,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please forward your game history to [email protected]? Please highlight the exact time of the incident and include any relevant evidence you have
- Have you provided information about the specific game round you played for the casino to investigate?
- Were you playing with real money deposit?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed, and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Looking forward to hearing from you.
Best regards,
Tomas
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9 months ago
Translation
Hello, I have played the same game at several casinos and it works, but at Dollycasino it hangs.
But I don't get any response from Dollycasino's support, which is a shame.
Because I actually think the casino is great.
Automatic translation:
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9 months ago
Dear tm140165,
Has the casino concluded its investigation regarding the missing winnings since your last reply?
Could you please share a screenshot from your gaming history on the bet and win that was recorded?
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9 months ago
Translation
Hello, I have not received any response from casino support to date.
Automatic translation:
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9 months ago
Thank you very much, tm140165, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Translation
Thanks, Dolly Casino just says they will forward it, I don't get anything else.
Automatic translation:
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9 months ago
Hello tm140165,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.
We would like to invite Dolly Casino to join the conversation.
Dear Dolly Casino,
Can you please provide more information on why the winnings were not awarded to the player and why the player was not able to utilise the remaining free spins? If the information can't be shared publicly, please forward it to me at [email protected]
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8 months ago
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.
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8 months ago
Dear tm140165,
I am still awaiting a response from the casino team. As the casino team was cooperative with us in the past, I have reached out to them again in hopes of receiving a reply.
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8 months ago
Dear all,
Thank you for reaching out.
We would like to inform you that the bet in question was forwarded to be checked by the relevant team. You will be informed as soon as there is an update.
Best regards,
DollyCasino.com
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8 months ago
Translation
Hello, the amount has been credited by the casino. Thank you for your understanding, and I will continue to use DollyCasino as I've always been able to get by except for this one case.
Automatic translation:
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8 months ago
Thank you all for your responses; it's always heartening to see the situation has been handled appropriately and the funds have been credited back to the player account.
Dear tm140165,
Please let me know if I can consider this case resolved or if you require assistance with anything else.
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8 months ago
Translation
Thank you for your efforts. Case resolved.
Automatic translation:
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8 months ago
Dear tm140165,
Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation.
We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
