The player from Brazil faced issues with withdrawing winnings from Dolly Casino, citing a technical problem that prevented money transfer despite multiple attempts over three hours and communications with staff. The player had deposited 159 Brazilian reais and received a bonus, but after winning 2,600 reais, his account was blocked when he attempted to withdraw 938 reais. The Complaints Team communicated with both the player and the casino, but ultimately determined that the player had played down the disputed amount during the investigation, leading to the complaint being closed as 'rejected' due to a lack of grounds for further assistance.
Dolly Casino - Player's withdrawal is blocked.
Amount: 938 R$
Dolly Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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4 months ago
Translation
I recognized this casino on the group platform, they gave me a welcome bonus, I played and won, I entered the above amount several times in the application, they said there was a technical problem, I could not transfer my money.They did not transfer money, many people do this kind of thing, so it is not a reliable platform, I tried many times for 3 hours, I talked to the staff, but they did not solve my doubt.I am a gamer, I want to play, I see that they are blocking my money transfer, this is a strategy, out of character, I know that they will take all my money back, but you should all know that this platform is not a reliable prototype. There are videos and pictures I took. My name is M**** A**** K****. Damn you, Dolly Casino.
Edited by a Casino Guru admin
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4 months ago
Dear mehmetaliii4545,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dolly Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please confirm your account is verified?
- Have you ever deposited the casino? Using which payment method?
- Could you please share your communication with casino support regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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4 months ago
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Tomaza, first of all, I'm in a very bad way psychologically, they literally blocked my account. After I won, I deposited money in the system used in Brazil. When I talked to the employees, they told me the following: I already took pictures of them, everything is evidenced and proven because I have experience, so I took pictures of all they told me to apply.Delete the application and reinstall it, delete cookies if you can, it's a conspiracy and try to log in to Chrome, I did everything they said, they did not allow me to transfer my money, I say it clearly now.It's not the group's platform that did this to me, but I trust the group's platform a lot, that's why I download these apps, deposit money and play with Korkmaz saz, now what do you expect me to do to win money?Let me deposit money in the casino on your platform, play, win and they don't let me transfer my money, that's not acceptable, I have nothing to say, our freaks can send their comments to you by email . I'll send it by e-mail, by the way, I'm so depressed that I'm at home now, I didn't even go to work, I didn't work, frankly I'm depressed.
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4 months ago
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I've deposited money using the Pix method, I'll send you the receipt myself, it's confirmed in my account, I'll take a photo and send it to you, and I'll send you the video of me being blocked at the time of the money transfer.
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4 months ago
Thanks for your emails.
Do I understand correctly you canceled a bonus before your wagering was complete?
Could you please explain which bonus you accepted and played, and how much you deposited to the casino?
Did the casino explain why your account was blocked?
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4 months ago
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159! Reais I deposited Casino gave 238 reais bonus 50 free wheel when I contacted customer service Casino will send screenshot amount I won 938 reais open service said if you cancel bonus lose 63 reais withdraw 938 reais!!!!Now sir I ask you why my account needs to block this saganagem any player has the right to cancel bonuses, withdraw money at any time,this is not a crime ⛔ I only trust GURU CASİNO platform I downloaded this beta platform I CERTAIN LORD CASİNO HAS NO DİREİTO BECAUSE I CANSELEİ BONUS BLOCK MY ACCOUNT I HAVE NO OBLIGATION TO PLAY WITH BONUS!!!! CASİNO RECEIVED BONUS VALUE 63 REAİS I PLAYED MORE THAN A DAY I GOT BONUS IF CASİNO WANTS TO CHARGE WILL CHARGE CASİNO ATTENDANCE FOR ME DON'T LOOK AT THE SCREENSHOT MENİNA WHO WROTE THAT REPLIED TO ME THIS ME MY FAULT ⛔ FAULT CASİNO FAULT ATTENDANCE İNFELİZMENTE I LASṪMO WOṄ 2650 RS PRİMEİRO TRIEḊ TO WITHDRAW 938 SO I ASKEḊU WANT VALUE THAT 50/100 CRÉDİTO MİNHA CONTA AGENTE VAİ PAZ ESQUECE ESSA COİSA LEVANTA CABEÇA İR PRA FRENTE OBG PELA RESPOSTA TENHO ÓTİMO DİA PRA VC !!! HUG BYE BYE!!!! MEHMET ALİ KARATAS PLATFORM PLAYER GURU/CASİNOLANDİA/SLOT CATALOG/ASKGAMBLERS/CASİNO ANALAYSER As you can see, I play for many international organizations. If I had made a mistake, they wouldn't contact you and make a request. The casino made a mistake and should make up for it.
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4 months ago
Thank you very much, mehmetaliii4545, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Kubo (jakub.m@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.
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4 months ago
I say good morning to you my friend, there may be delays, it's not a problem, these are procedures, I can say that in the photos you sent, it is obvious that I am right about the rice. I don't want to have problems with the casino.No problem my friend, I have proven my rightness to you with photos and photos of the messages I have taken. If I am playing games in these casinos today, you are the ones I trust, guru casino platform.According to the ratings you have given to the casinos, I am giving my trust and loyalty to people you have never met, and this should not be the price, as seen in the photo.The casino employee told me that I could earn 938 Brazilian money and I canceled the bonus, then I reached 2,600 in the game and no matter how much I tried, the money transfer was not possible. Casino blocked my account, but the reason for this was that it deceived me by saying that I could cancel the cookies of the application and delete and reinstall the application, this is not honest. I have proven everything I have said to you, what did the casino do? Tell me, is there any evidence? Is there an honest answer? No, there is absolutely no, because the casino is at fault and must pay the price for it.
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4 months ago
Does the casino have anything more to say about what has been said? I don't understand. The casino should immediately refund this amount to me.
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4 months ago
Dear mehmetaliii4545,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Dolly Casino's representatives to join this discussion and provide any available information to help resolve this issue. Could you also let me know if you've tried accessing the casino from a different device, such as a PC? If so, was the experience the same?
Dear Dolly Casino,
Could you please provide detailed information regarding this issue? After reviewing the video sent by the player, it is clear that he's unable to access the Withdrawal section from his account. The player has followed all the steps provided by customer support, but the problem persists. I would like to discuss the next steps with you. Have you encountered a similar issue with other players before? If so, what was the solution?
Thank you in advance for your response!
Best Regards,
Kubo
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4 months ago
Translation
In the text below, your messages say that everything is true. Anyway, you've already told the truth. I followed all the steps that P told me, but the problem is not solved, my friend, I will give you this information, trusting in your sincerity, some casinos do this to you, they can't digest it. I've encountered many things like this, sometimes I got my money back, sometimes I preferred to keep quiet, but the casinos have this kind of characterless or immoral behavior, so they blocked me more and more because I multiplied the money I deposited many times over with a small bonus amount and I won that amount, the casino couldn't accept that because it's difficult, this casino doesn't have that capacity, I don't want to humiliate the casino, but the casino should know that, no one is an idiot, they're not idiots, no one can block anyone's money, I would pay the price for that, so it will be an acceptable casino.This way they will become a reliable casino, this way they will gain people's trust and confidence. I am an international player and I play in 137 international casinos.I would like an apology from the casino and a refund of the amount demanded, I think that would be the best for both parties.The amount you requested is 938 Brazilian money, but I saw 2600 Brazilian money in the account, but I don't want it all, I just want 938 Brazilian money back.If you need any information from me, the information that the photo casino gave me, like a video, a photo, a deposit slip, whatever you want, just tell me and I will send it to you.
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4 months ago
Translation
I don't know, the casino maybe 1000 real money, maybe they were afraid of Brazilian money, look, I'm telling you that I won money with 2600 liras, they blocked me, I don't want all the money, I. I just want to talk to the customer attendant when he warned me amount I tired 63 balance Truth 938 reais I guero this good for Casino tamb kkkkkkk I'm honest I don't want problem also Casino Dolly I hope you understand me, this is also normal Look at all the casinos I played on the guru platform , there is no meter, 5 thousand dollars BetRiot, bit starz, 815 Brazilian money and so on, Betão un 3500 Brazilian money and many other large amounts of money.I playing this platform some
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3 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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3 months ago
Translation
The last thing I will say is that everyone, including you, the authorities and other organizations, agreed with the criticisms I made and said that the casino was wrong, I believe that the amount requested is. It will be paid to me by the casino staff because it is not a very large amount, it is 938 Brazilian coins, almost 180 dollars I believe that this limit will not decrease the value of the casino and I am waiting to extend the deadline I believe that the effects of the gas will solve this problem within the extension period of these 7 days and will behave in the way that suits you best. I believe that and wish you good days.
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3 months ago
Dear all,
Thank you for reaching out!
As we see, the player currently has no withdrawable balance, as it was played down on August 15th.
We apologize for any inconvenience that might have been caused by the matter, however, we are unable to re-credit any winnings that were played down before we had the chance to investigate the issue.
Best regards,
DollyCasino
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3 months ago
What could I do with money that could not be transferred? You blocked my transfer. What you did was a crime, you committed the crime of theft.You expect this from players, let's earn money, you block our account, then try to be right by sending messages like this, you are just a thief, damn you. I hope there will be a sanction or a penalty against you from the group platform, I am ruling that they will lower your casino rating.
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3 months ago
You send me bonuses as if nothing happened, how can I trust you, I am sure you will steal my money again, you did not even return the money I deposited to you How do you expect people to trust you? You block people's accounts and prevent money transfers. I don't know how you stay on the guru platform like this.
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3 months ago
You can't act like nothing happened, it's your fault, your application blocked the money transfer, you should at least return the money I deposited to you to me, there's no need to be so insensitive.
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3 months ago
I am officially calling out to the group platform from here, please protect my rights, as you can see in the videos, my money transfer has been blocked, there must be a price for this, please help me.
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3 months ago
Dear mehmetaliii4545,
Unfortunately, based on the new information, we are unable to assist further with your issue. If the disputed amount was played by the player themselves, there is no longer a valid dispute. For future reference, I strongly advise against using the account balance while a withdrawal issue is under investigation. In your case, the investigation was ongoing, but you chose to play with the funds on your balance, which were subsequently lost. As a result, there is no one to hold accountable except yourself, and unfortunately, you are not eligible for a refund of your deposit.
For these reasons, I must close this complaint as "rejected."
Thank you for your understanding. Should you face any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We are always here to assist.
Best regards,
Kubo
