Dolly Casino - Das Spielerkonto wurde geschlossen und das Guthaben eingezogen.

Good evening,

On January 16, 2026, I made a withdrawal request from Dolly Casino, after a small win totaling €92.00.

On January 20, 2026, I received an email from the Casino saying that they had canceled the withdrawal.

I tried to log back into the casino site to try to make a new withdrawal, but my account had been closed.

Chat support explained to me that the account was closed "in accordance with the terms and conditions, in particular articles 9.1, 9.2, 9.3".

But I have not violated any article and therefore I contest the closure of the account and the confiscation of my money.

I attach some images.

Thanks in advance for your support.

Buonasera,

in data 16 gennaio 2026 ho effettuato una richiesta di prelievo dal Casino Dolly, dopo una piccola vincita per un totale di € 92,00.

In data 20 gennaio 2026 ho ricevuto una mail dove il Casino comunicava di aver annullato il prelievo.

Ho provato a rientrare nel sito del Casino per provare ad effettuare un nuovo prelievo, ma il mio account era stato chiuso.

L'assistenza tramite chat mi ha spiegato che l'account è stato chiuso "in conformità ai termini e condizioni, in particolare agli articoli 9.1, 9.2, 9.3".

Ma io non ho violato nessun articolo e quindi contesto la chiusura dell'account e della confisca dei miei soldi.

Allego alcune immagini.

Grazie in anticipo per il supporto.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear M4rcodeseta,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning Attila,

Thanks for your feedback.

I'll answer your questions.

• Could you tell me which games you focused on: slots, live casino, sports betting, etc.?

Roulette Only and Live Roulette

• Did you pass verification before losing access to your account?

No, this casino did not require any verification

• Did you accumulate your winnings with or without an active bonus?

Without Bonus.

Thank you and good work.

Buongiorno Attila,

grazie per il riscontro fornito.

Ti rispondo alle domande.

• Potresti indicarmi su quali giochi ti sei concentrato: slot, casinò live, scommesse sportive, ecc.?

Solo Roulette e Roulette Live

• Hai superato la verifica prima di perdere l'accesso all'account?

No, questo casinò non richiedeva nessuna verifica

• Hai accumulato le tue vincite con o senza un bonus attivo?

Senza Bonus.

Grazie e buon lavoro.

Dear M4rcodeseta,

Thank you very much for your reply.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Is the payment method you have used registered in your own name?

Thank you in advance for your response.

Good morning Attila, thanks for your feedback.

I'm well aware that using multiple accounts violates any casino's terms and conditions. If I had done something like that, I obviously wouldn't have written to Casinoguru.

So the answer is: No, I do not have any other accounts at Dolly Casino, neither in my name nor in the names of family members or friends who use my device or my IP.

Buongiorno Attila, grazie per il riscontro.

So perfettamente che fare multiaccount viola termini e condizioni di qualsiasi casinò. Se avessi fatto un'azione del genere non avrei scritto a Casinoguru ovviamente.

Quindi la risposta è: No, non ho altri account su Dolly Casino, né a nome mio, né a nome di familiari o amici che utilizzino il mio dispositivo o il mio IP.

Excuse me Attila,

I forgot to answer the other question:

Yes, I used a payment method in my name.

I remain available for further details, including personal ones, perhaps by email.

Thank you for your cooperation

Mi scusi Attila,

avevo dimenticato di rispondere all'altra domanda:

Si, ho utilizzato un metodo di pagamento intestato col mio nome.

Resto a disposizione ovviamente per maggiori dettagli anche personali, magari scrivendo per email.

Grazie per la collaborazione

Dear M4rcodeseta,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Dolly Casino representative to join this conversation.

Dear Dolly Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

I thank you for your support and the time you will dedicate to me.

I remain available for any need.

Thank you

Marco

Gentile Barbora,

la ringrazio per il supporto e il tempo che mi dedicherà.

Resto a disposizione per qualsiasi esigenza.

Grazie

Marco

Dear All,

We are writing to inform you that, following a comprehensive review by our administration team, the account associated with DollyCasino has been permanently closed, effective immediately.

Please be advised that this closure is final. As a result, player will no longer have access to his account, including any associated virtual assets, in-game currency, or progress.

Our team prioritizes maintaining a fair and secure environment for all players, and we take matters of platform integrity very seriously.

We would like to take this opportunity to remind you of two important points included in our Terms and Conditions, which apply to all users registered on our platform:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

 ...>>

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.

-using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

-using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized. <<....

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

-immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation.

-permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites.

-void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.<<...

Kind Regards,

Dolly Casino Team

Dear Dolly Casino Team,

Thank you for your reply.

We acknowledge your reference to sections 9.1 and 9.4 of your Terms and Conditions. However, your statement remains general and does not clarify the specific reason for this player’s account closure.

To allow us to review this case fairly, could you please provide:

• The exact rule violation identified

• A brief explanation of the triggering activity

• Any supporting evidence

If the evidence contains sensitive or confidential information, you may send it directly to: barbora.p@casinoguru.com

We appreciate your cooperation and look forward to your clarification.

Dear Barbora,

We have sent you an email. We would appreciate it if you could review the contents at your earliest convenience and advise on any necessary next steps.

Thank you for your assistance.

Best regards,

Dolly Casino Team

Dear Dolly Casino Team,

Thank you for your response. I have sent you a follow-up email requesting additional details regarding this case.

Dear Barbora,

We have replied to your email. We would appreciate it if you could review the contents at your earliest convenience and advise on any necessary next steps.

Thank you for your assistance.

Best regards,

Dolly Casino Team

Dear Dolly Casino Team,

Thank you for your response. I have replied to your email requesting some additional clarification regarding this case.

I will wait for your reply and further details.

Dear Borbora,

Thank you for the time and resources you are dedicating to my ticket.

I would be grateful if you could provide me with some information, at least to understand whether there are grounds for receiving the money unjustly confiscated from the casino.

Thank you

Gentile Borbora,

la ringrazio per il tempo e le risorse che sta dedicando al mio ticket.

Le sarei grato se potessi ricevere qualche notizia, almeno per capire se ci sono presupposti per poter ricevere il denaro confiscato ingiustamente dal casino.

Grazie

Dear Barbora,

To ensure we provide you with the most accurate and comprehensive clarification possible, we have escalated this matter to the relevant internal department for further technical review. We are currently awaiting additional details.

We understand the importance of a timely resolution and will follow up with you as soon as we have received the necessary information.

Thank you for your continued cooperation.

Best regards,

Dolly Casino Team

Dear Dolly Casino Team,

Thank you for your message.

The information provided so far appears to be rather general and does not include specific evidence that would allow us to properly assess the case.

We will await your next message with the relevant supporting evidence.

Dear Barbora,

We have replied to your email. We would appreciate it if you could review the contents at your earliest convenience and advise on any necessary next steps.

Thank you for your assistance.

Best regards,

Dolly Casino Team

Dear DollyCasino team,

I have sent you an email regarding this case. Please review it at your earliest convenience.

Dear All,

Following a thorough review and consultation with the relevant department, we are writing to confirm the final resolution regarding your account.

Based on our internal assessment, we can provide a refund of your total deposits, which amounts to exactly €82.00. To proceed with this transaction, please reply to the specific email we sent previously with your complete bank details.

Once we have received this information, we will initiate the transfer and notify you immediately.

Thank you for your cooperation.

Best regards,

Dolly Casino Team

Dear M4rcodeseta,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the funds.

Once the transaction has been successfully processed, we will notify you immediately.

If you have any questions in the meantime, please feel free to contact us.

Kind regards,

Dolly Casino Team

Dear Dolly Casino Team,

Thank you for your update and for confirming that the player’s bank details have been received.

We appreciate your cooperation in arranging the refund of the player's total deposits. Kindly inform us once the payment has been successfully processed and provide confirmation of the transaction.

Dear M4rcodeseta,

Thank you for your patience throughout this process. Please let us know once you receive the refunded amount so we can proceed accordingly.

I will continue monitoring the situation until the payment is confirmed.

Dear Barbora,

Thank you for your time and resources so far on my ticket.

I confirm that the Dolly Casino team contacted me privately via email to provide my bank details for the refund process.

As soon as the amount is credited to my bank account, I will write a new communication.

Thank you and good work.

Gentile Barbora,

la ringrazio per il tempo e le risorse dedicate al mio ticket fino ad ora.

Confermo di esser stato contattato privatamente via mail dal Team del casino Dolly per l'invio dei miei dati bancari per l'emissione del rimborso.

Non appena la somma verrà accreditata sul mio conto bancario, scriverò una nuova comunicazione.

Grazie e buon lavoro.

Dear M4rcodeseta,

Thank you for your update and confirmation.

We appreciate your cooperation in providing the requested bank details to the casino team. Please keep us informed once the refunded amount is credited to your bank account.

Dear M4rcodeseta,

After carefully reviewing all available information and evidence provided by the casino, we have concluded that the casino acted in accordance with its Terms and Conditions.

The evidence provided to us indicates that the player breached the casino’s rules regarding account usage. As a result, the casino was justified in closing the account and confiscating the associated winnings.

We also acknowledge that the casino agreed to return the player's deposits as a gesture of goodwill.

Unfortunately, based on the findings of our investigation, we are unable to assist further in this matter, and this complaint will now be rejected.

Thank you for your cooperation during the investigation.

Kind regards,

Barbora

Casino Guru