Dolly Casino - Problemas con la cuenta del jugador debido a la adicción al juego.

Ladies and gentlemen, I ask for your support.

Sent on 30.10.2025

Sent on 31.10.2025

Non-compliance with the terms and conditions

Non-compliance with human rights

Injury

I wrote to them that I'm addicted and have family problems because of the game.

Sehr geehrte Damen und Herren Ich bitte um eure Unterstützung

Angeschrieben am 30.10.2025

Angeschrieben am 31.10.2025

 Nicht Einhaltung der AGB 

Nicht Einhaltung der Menschenrechte 

Verletzung

Habe den geschrieben das ich süchtig bin und Familien Probleme wegen Spiel Habe

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dolly Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Hello Tomas, thank you very much for the quick reply. My account was closed, and I have not received a refund. I have contacted the casino several times.

Hallo Tomas vielen Dank für die schnelle Antwort Account wurde geschlossen Rückerstattung nicht habe das casino mehrmals angeschrieben

Thanks for your reply.

Could you please specify exactly when the casino acknowledged receiving the request and when your account was closed?

Please let me know.

Hello Tomas, your account was closed on November 2nd, 2025.

Hallo Tomas Account wurde am 02.11.2025 November geschlossen

Thanks for your patience.

According to the available information, you submitted your self-exclusion request on 30/10/2025, and the casino closed your account on 2/11. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention. From our perspective, Dolly Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request processing period.

Please let me know if I overlooked any information regarding the timeline of events or other circumstances; otherwise, we might not be able to help.

Looking forward to your reply

Am 2 November 2025

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.