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Hello.

I've been waiting for my withdrawals since May 26th. I requested €800 each on May 26th, 27th, and 28th. According to support, my withdrawal is in the final processing stage. I've had withdrawals from this casino before, and they only took three days. I also have another €2400 in my account that I'd like to withdraw. I get a new excuse every day. Can you help me with this?

Hallo.

Ich warte jetzt schon seit dem 26.05 auf meine Auszahlungen. Ich gäbe am 26.05,27.05 und 28.05 jeweils 800 € beantragt. Laut dem Support ist meine Auszahlung in Der finalen Bearbeitungsphase, ich hatte schon Auszahlung bei dem Casino, da hat es nur 3 Tage gedauert.ich habe noch weitere 2400€ auf dem Konto , was ich auch auszahlen lassen möchte.Ich bekomme jeden Tag neue ausreden. Könnt ihr mir da helfen?

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Stay safe.

Dear JohnnyEnglish79,

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 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,
Complaints Resolution Center

Hello. I already sent you the email. It says I don't need to verify my identity. The terms and conditions state that it takes 3 days for the payout to be processed. And the email also says it's in the final processing stage. Something doesn't seem right.

Hallo. Ich habe ihnen ja die E-Mail mit geschickt. Sa steht, das ich mich nicht verifizieren muss. In der AGB steht , das es 3 Tage dauert, bis die Auszahlung getätigt wird. Und in der E-Mail, steht ja auch, das es in der finalen Bearbeitungsphase ist. Da kann ja was nicht stimmen.

Dear JohnnyEnglish79,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello.

Thanks for your help. Unfortunately, nothing has changed and I'm still waiting for my payout. I keep getting put off and always receive the same answers, whether in chat or by email. I'm really getting fed up.

greeting

John

Hallo.

Danke für eure Hilfe. Leider hat sich noch nichts geändert und ich warte immer noch auf meine Auszahlung. Ich werde immer wieder vertröstet und bekomme immer die gleichen Antworten. Egal ob im Chat oder per E-Mail. So langsam bin ich es echt leid.

Gruß

John

Here's an example of an email I receive every time I contact support:

Veronika (DollyCasino)

June 9, 2026, 16:26 OEZ

Good day ,

Thank you for contacting our VIP customer service at DollyCasino!

We understand that waiting for your money can be frustrating, and we apologize for any inconvenience this may cause. As previously communicated, we have already forwarded your withdrawals to our finance department for expedited processing.

We therefore kindly ask for your continued patience. The payment should be processed as quickly as possible. We greatly appreciate your loyalty and trust as a VIP customer and want to ensure you receive the best possible service. We would like to thank you in advance for your patience and understanding.

Should you have any further questions, please do not hesitate to contact us again. We are happy to help!

Best regards,

Veronika

VIP Team DollyCasino

Hier einmal, eine E-Mail, die ich jedes Mal bekomme, wenn ich den Support anschreibe:

Veronika (DollyCasino)

9. Juni 2026, 16:26 OESZ

Guten Tag ,

Vielen Dank, dass Sie sich an unseren VIP-Kundenservice von DollyCasino gewendet haben!

Wir verstehen, dass das Warten auf Ihr Geld frustrierend sein kann, und entschuldigen uns für die Ihnen dadurch entstandenen Unannehmlichkeiten. Wie bereits mitgeteilt, haben wir Ihre Auszahlungen bereits zur Beschleunigung an unsere Finanzabteilung weitergeleitet. 

Wir möchten Sie daher bitten, noch ein wenig Geduld aufzubringen. Das Geld sollte schnellstmöglich bearbeitet werden. Wir wissen Ihre Treue und Ihr Vertrauen als VIP-Kunde sehr zu schätzen und möchten sicherstellen, dass Sie den bestmöglichen Service erhalten. Wir möchten uns im Voraus für Ihre bisherige Geduld und Ihr Verständnis bedanken.

Sollten Sie weitere Fragen haben, zögern Sie bitte nicht, uns erneut zu kontaktieren. Wir helfen Ihnen gerne weiter!

Mit freundlichen Grüßen,

Veronika

VIP-Team DollyCasino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JohnnyEnglish79,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla