Dolly Casino - Player's withdrawal has been delayed.

Have withdrawn previously with no verification needed now it is needed have supplied requested documents which all got denied when I go to chat I get a different answer every time

Dear odinbuck2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided? 
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear odinbuck2,

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.

I've verified my id that's not the problem the problem is that I have tried to verify my payment method I've sent them the photo of my card with the numbers coverd that they ask to be covered and it's been pending for a week now and every time I go to chat I get the same response that I will get an email when anything is updated that they will send a reminder to kyc department this withdrawal has been going on for 2 months now I'm honestly over it

There's also the fact that I went to chat before I knew about the verification and asked multiple times what was happening and no one ever mentioned pending kyc and why would I check when I've successfully withdrawn before with no issues and higher amounts

Thank you very much for your reply, odinbuck2. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I've sent everything

?

Thank you very much, odinbuck2, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you odinbuck2 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Dolly Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear Odinbuck2,

We are currently reviewing your complaint internally and will respond as soon as we have any updates or further questions.

Thank you for your patience,

Dolly Casino

Ok I'm going to say this one last time I only have thr digital card and as your rules stipulate if it's a digital card a screenshot is sufficient which I have uploaded 6 times now as for the second card it is not mine I've never used another card on your website please explain why I need to verify 2 cards for one withdrawal when it's clear the funds were won from one deposit? It's been 2 months of this bulls**t give me my winnings

Dear Dolly Casino representative, would it be possible to provide me with transaction logs of the player to verify they have used multiple cards to deposit? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Dear Peter,

Evidence was sent to the email you had provided proving use of both of the cards to deposit with us.

If you have any additional questions please let us know.

Best Regards

Dolly Casino

Dear odinbuck2, the casino has provided me with evidence of the deposits using multiple cards. When it comes to verification we don't have much say in how the casinos can verify their customers. Each casino has a different method due to regulatory requirements and country legislation. We can only recommend to provide the requested documents as we are unable to assist in any other way. Thank you for your understanding!

Are you people listening to me it's a DIGITAL CARD! I CANT TAKE A PHOTO OF SOMETHING INSIDE MY PHONE !! as for the cards your asking about they are from resolute bank and are generated one time use cards after which they are permanently deleted so what am I supposed to do exactly?

Dear odinbuck2, your bank should be able to assist you with this issue. I had a similar case previously where the player was able to recover information about the virtual cards after contacting their bank. In the future, I recommend not to use one-time use digital cards in casinos to prevent situations like these.

Dear odinbuck2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.