Dolly Casino - Spelarens konto har öppnats igen utan samtycke.

I had permanently blocked my account due to gambling addiction issues, but the casino reopened it without my consent, exploiting my condition. I have requested the account to be closed again and a refund of the deposits, however, the casino has not responded for days.

Avevo fatto bloccare l’account definitivamente per problemi legati alla dipendenza da gioco d’azzardo ma è stato riaperto da parte del casinò senza il mio consenso. Sfruttando la mia patologia. Ho richiesto nuovamente la chiusura dell’account e il rimborso dei versamenti tuttavia il casinò non risponde da giorni

Hello qhysvxcv9b,

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?
• When exactly did you request for self-exclusion for the first time and did you mention gambling addiction in it?
• Is your account currently still open?

Awaiting your response.

Regards,

Nick

Hi, after several requests they responded and are taking steps to close the account. I had already requested permanent closure in April last year.

Ciao dopo diversi solleciti hanno risposto e stanno provvedendo a chiudere l’account avevo chiesto chiusura definitiva già ad aprile dell’anno scorso

Dear all

Kindly be informed that we are investigating this internally and we will get back to you as soon as possible.

Best Regards

DollyCasino Team

Hello qhysvxcv9b,

Can you please forward the requests you sent in April as the ones you have forwarded are all present ones.

Please send it to nikolas.b@casino.guru.

Looking forward to hearing from you.

Regards,

Nick

hello unfortunately I no longer have the 2024 emails in which I first requested the permanent closure of the account because they were old and I deleted them, now the account is closed and they confirmed to me that they had blocked everything. However, the fact remains that I had already blocked the account for gambling addiction in 2024 and it was reopened without my consent

ciao purtroppo non ho più le Mail del 2024 in cui avevo chiesto per la prima volta la chiusura definitiva dell’account in quanto essendo vecchie le ho eliminate, adesso l’account risulta chiuso e mi hanno confermato di avere bloccato tutto. Tuttavia permane il fatto che avessi già fatto bloccare l’account per dipendenza da gioco nel 2024 ed è stato riaperto senza il mio consenso

Thanks Nick I understand, but I managed to recover the email from January where they say my account has been reopened I will forward it to you via email and reading your forum this thing has happened to many other people it would be important to try to verify because it is very serious and it would be important to have a response from the casino

Grazie Nick capisco, sono riuscito a recuperare però la mail di gennaio in cui dicono che il mio account è stato riaperto te la inoltro via mail e leggendo il vostro forum questa cosa è successa a molte altre persone sarebbe importante provare a verificare perché è molto grave e sarebbe importante avere una risposta dal casinò

Dear Dolly Casino,

Has there been any development in reviewing the player's case?

Please let us know or forward us some more information either here or to nikolas.b@casino.guru.

Awaiting your respose.

Regards,

Nick

do we have feedback from dollycasino?

abbiamo feedback da dollycasino?

We will be prolonging the complaint by additional 7 days to give enough time to the casino to reply as we haven't hear from them since.

Dear all!

Thank you for your patience.

Kindly be informed that customer has been contacted by email and we would kindly ask him to reply to us.

Best Regards

Dolly Casino

The casino contacted me to issue a refund

Il casinò mi ha contattato per effettuare un rimborso

Hello qhysvxcv9b,

I'm glad to hear that.

Can you please let us know once the refund arrives to you?

Will be awaiting your response.

Regards,

Nick

Dear qhysvxcv9b,

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.

We are writing to the casino to complete the refund process, I will make sure to let you know as soon as I receive the refund credit

con il casinò ci stiamo scrivendo per concludere le operazioni di rimborso, sarà mia premura farvi sapere appena ricevuto accredito rimborso

Hello qhysvxcv9b,

Can you give us some kind of update regarding the situation?

If possible, please forward the communication between you and the casino regarding the refund process to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Dear qhysvxcv9b,

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.

Hi Nick, I sent you via email the whole exchange with the casino regarding the refund procedure, the casino says they were unable to make the refund on the payment method used initially and therefore they asked me for further documentation to make a bank transfer which I promptly sent. I asked again since in the meantime it seems that the account is active and they also send me emails regarding bonuses, I am waiting for them to make the refund

Ciao nick ti ho inviato via mail tutto lo scambio con il casinò in merito alla procedura di rimborso, il casinò dice di non essere riuscito ad effettuare il rimborso sul metodo di pagamento usato inizialmente e quindi mi hanno chiesto ulteriore documentazione per efffettuare un bonifico che ho prontamente inviato. Ho sollecitato di nuovo visto che nel frattempo sembrerebbe che account è attivo e mi mandano anche mail relative a bonus attendo che effettuino il rimborso

Dear all 

Thank you for your patience.

Kindly be informed that refund is complete and paid out on our side ,also customer gaming account is permanently closed and all marketing communication has been stoped.

Best Regards

Dolly Casino

I confirm payment made today thanks

Confermo avvenuto pagamento nella giornata di oggi grazie

Dear qhysvxcv9b,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru