Dolly Casino - Der Rückzug des Spielers wurde verzögert.

For seven days I have been waiting for two withdrawals of 500 euros each to be processed. The support keeps repeating to wait without giving any reason for this delay. In the conditions indicated on the site, the following is stated: "Withdrawal requests are processed by the Financial Office within 3 working days of the request ..."

At each request to the support I am told that the times are indicative. After 7 days from the requests, I was not sent any email relating to withdrawals (such as for requesting documents). Withdrawals were made by playing with no free spins or bonuses.

Da sette giorni attendo l'elaborazione di due prelievi da 500 euro ciascuno. Il supporto continua a ripetere di attendere senza dare alcuna motivazione su questo ritardo. Nelle condizioni indicati nel sito è riportato quanto segue: "Le richieste di prelievo vengono elaborate dall'Ufficio finanziario entro 3 giorni lavorativi dalla richiesta..."

Ad ogni richiesta al supporto mi viene risposto che i tempi sono indicativi. Dopo 7 giorni dalle richieste non mi è stata inviata alcuna email relativa ai prelievi (come ad esempio per richiesta di documenti). I prelievi sono stati effettuati giocando senza free spins nè bonus.

Dear Gianluca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Thanks for the message.

However, I refer to the conditions of use where it is written:

"Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made".

Since the day I requested withdrawals (8 days ago) I have not received any emails from them, no requests for documents, nothing. While customer support continues to respond by saying to wait without giving any indication of processing times.

Grazie del messaggio.

Io però faccio riferimento alle condizioni d'uso dove è scritto:

"Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made".

Dal giorno in cui ho richiesto i prelievi (8 giorni fa) non ho ricevuto nessuna email da parte loro, nessuna richiesta di documenti, nulla. Mentre il supporto clienti continua a rispondere dicendo di aspettare senza dare alcuna indicazione sui tempi di elaborazione.

I would like to clarify that in these 8 days I have not received any email relating to the verification of KYC documents. Withdrawals have simply been "pending" since April 26th.

Customer support always gives the same answer and that is that withdrawals have been requested correctly and are waiting to be processed.

The casino appears to be owned by the Rabidi NV group (the same as other more well known casinos such as Nonimi).

Vorrei precisare che in questi 8 giorni non ho ricevuto nessuna email relativa alla verifica dei documenti KYC. I prelievi sono semplicemente in stato "pending" dal 26 aprile.

Il supporto clienti dà sempre la stessa risposta e cioè che i prelievi sono stati richiesti correttamente e sono in attesa di essere elaborati.

Il casino sembra essere di proprietà del gruppo Rabidi N.V. (lo stesso di altri casino più conosciuti come Nonimi).

I fully understand your frustration, Gianluca. However, we always give the casino two full weeks to process each payment. If there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

You can close the complaint. I received my payments today (after 10 days of my requests).

A thousand thanks.

Potete chiudere il reclamo. Ho ricevuto i pagamenti oggi (dopo 10 giorni dalle mie richieste).

Grazie mille.

Awesome news, Gianluca. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.