Dolly Casino - Das Konto des Spielers wurde ohne Lösung geschlossen.

When I was last active at Dolly Casino in May of this year, there were significant issues with the requested self-exclusion. My request for account closure, where I clearly explained the circumstances (addiction, financial problems, etc.), was not taken seriously and was handled very unprofessionally by the casino and its support team. Despite my clear request for a self-exclusion, I was able to deposit and lose at least another 1400 francs as the only response I received was an offer of a bonus credit of 50.- instead of taking my request seriously. It was only when I again explicitly wished to exclude myself from the platform and requested a refund of the lost money that any action was taken. However, this was done without acknowledgment and with a refusal to refund; I received only a closure and no further response to date. I am asking for your help in enforcing the refund.

I would be more than happy to forward the email correspondence with support to you.

als ich zu letzt im Mai dieses Jahres bei Dolly casino aktiv war gab es massive Probleme mit der angeforderten Selbstsperre bzw wurde meine Bitte für Schliessung mit ausdrücklicher Schilderung des Sachverhaltes (sucht, finanzielle Probleme etc) nicht ernst genommen sowie überhaupt nicht professionell gehandhabt vom Casino und dessen Support. Trotz Ausdrücklichem Wunsch einer Sperre konnte ich Mindestens Weitere 1400 Franken einzahlen und verlieren da mir einzig als Antwort einen Bonusguthaben Angeboten wurde in Höhe von 50.- anstelle dass meine Bitte ernstgenommen wurde. Erst Als ich mich Erneut nochmals ausdrücklich von der Plattform ausschliessen wollte und eine Rückforderung forderte der verspielten Gelder wurde darauf dann eingegangen allerdings ohne Einsicht und ablehnender Rückvergütung, einzig eine Schliessung und keine Weiteren Reaktionen bis dato habe ich erhalten. Ich bitte um Ihre Mithilfe für Durchsetzung der Rückvergütung

Leite sehr Gerne dann Mailverkehr mit support an Sie weiter

Hello luvanava,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dolly Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you receive a response to your first self-exclusion request?
• When was the last time you spoke to the casino and what was it about?

Please forward the initial request you sent to the casino for self-exclusion to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

If I am not mistaken, my account is, or rather was, verified from April 27, 2024. However, I have not been granted access since May, or since the dispute. I have forwarded all support exchanges to you by email. Thank you for checking and initiating further steps.

Wenn ich mich nicht täusche ist mein oder besser gesagt war mein Konto ab dem 27.04.2024 an Verifiziert. Allerdings ist mir ein Zugriff seit Mai an bzw seit Streitfall an nicht mehr gewährt. Habe sämtlicher Support Austausch Ihnen Per Email weitergeleitet. Vielen Dank für die Prüfung und Einleitung weiterer Schritte

I cannot give an exact amount, but I have suffered large losses after my self-exclusion in connection with the problem of my gambling behavior. The amount is at least 2x 1400chf and upwards

Hinzufügend kann ich genaue Summe nicht nennen allerdings habe ich grosse Verluste noch im Nachhinein meiner gemeldeten Selbstsperre im Verbindung mit dem Problem des Spielverhalts meinerseits widerfahren können. Summe beträgt mindestens 2x 1400chf und aufwärts

Hello Luvanava,

According to the email provided, the casino closed your account after you mentioned addiction on May 8th.

Do you have any evidence showing that you reported gambling problems before that date? If so, please forward it to nikolas.b@casino.guru.

If there isn’t any such evidence, unfortunately, the casino is not obligated to issue a refund, as they would not have been aware of your addiction prior to May 8th.

Please let me know if you have any updates or questions.

Best regards,

Nick

I sent you an email 🙂

habe eine Email an Sie gesendet 🙂

Hello Luvanava,

Thank you for the additional e-mail provided.

Is there any way to provide a list of deposits made since 1st of May up until your account was blocked by Dolly Casino?

Please forward it to my e-mail as well.

Awaiting your response.

Regards,

Nick

Unfortunately, I no longer have any influence or access to this, you would have to ask them directly. Would that be possible for you?

Thank you for your prompt reply

dazu hab ich leider kein Einfluss bzw Zugriff mehr, müssten Sie direkt dort anfragen. Wäre das möglich für Sie?

Danke für baldiges Antworten

Hello Luvanava,

The deposits should be visible from your payment provider from which you have deposited into the casino, it is not necessary to forward the one from the casino.

Be sure to filter out only the payment made into the casino.

Regards,

Nick

Dear luvanava,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have no access to it, which is why I tried to contact the casino but without success as it is blocked

ich hab darauf keinen Zugriff weswegen ich das Casino versuchte zu kontaktieren allerdings ohne erfolg da gesperrt

Hello Luvanava,

Can you please explain how is it possible you can't access your own payment provider? What method did you use to deposit? Isn't there the history which shows the deposits into the casino?

Regards,

Nick