The player from Australia had been waiting over 7 business days to withdraw winnings despite the casino's stated timeframe of 1-3 business days. Customer service indicated that no verification was needed, yet conflicting information led to further delays in the withdrawal process. The issue was resolved when the player confirmed receipt of her winnings, allowing the complaint to be marked as 'resolved' in the system.
Dolly Casino - Player's withdrawal is delayed beyond stated timeframe.
Amount: A$504
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 months ago
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2 months ago
I have been trying to withdraw my winnings for more than 7+ business days now. Their website says 1 - 3 business days, customer service say 3 to 5 business days. Customer service have advised I do not require any verification and that my withdrawal is delayed. This is my first withdrawal from them and I have not cancelled the withdrawal at anytime (if I did then it would reset the withdrawal timeframe) Please help. I am getting conflicting answers from customer service as to why withdrawal is delayed for more time than their website states.
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2 months ago
Dear jasminehenry1986,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Dominika
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2 months ago
Hello,
Thank you for your prompt reply. Please close this case, as I have now received my winnings.
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2 months ago
Dear jasminehenry1986,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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 https://www.trustpilot.com/evaluate/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,
Dominika
Casino.Guru
