The player from Australia has been waiting over 7 business days to withdraw winnings despite the casino's stated timeframe of 1-3 business days. Customer service indicates no verification is needed, yet conflicting information leads to further delays in the withdrawal process.
Dolly Casino - Player's withdrawal is delayed beyond stated timeframe.
Amount: A$504
Dolly Casino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 22h 41m 14s
Case summary
yesterday
Public
Public
yesterday
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.
Public
Public
yesterday
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
Casino Guru is examining the case
Dominika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
