DolceVita.Casino - Igrač se bori da povuče ravnotežu.

Doing everything they can to stall my withdral of 69.75$.

They already took more than 800$ due to their ridicilous 24h wagering rule of bonuses, wich i have never experienced before at any other casino.

Now i just want whats left of my deposit because i fell like this is a fraudulant casino and they are stalling my withdrawl in hope to even get those 69$

i have sent bankstatemens after bankstatemens but they still complaining about it.

Hello Gregorio,

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

Could you please advise since when are you trying to withdraw your balance? Is your account already verified and if yes, since when exactly? Is this your first ever withdrawal request from the casino?

Please note that if yes, it might take up to 14 days after finishing the verification to receive your money.

Looking forward to your answer.

Regards,

Nick

Hi, I tried to withdraw what was left of my deposit on 30th of may as i registered the account and took their welcomebonus 29th of may.

i lost all my money due tothe 24h wagering rule wich i never experienced before at any casino.

The internet connection is not good from time to times here in Argentina thats why i had to play it the day after when i could access to internet but while wagering the bonus my funds just dissapeared and the support told me time was up.

I got upset because of this rule wich i did not see in their terms either at the time of registering.

So i wanted to withdraw what was left of the 100$ i deposited.

More than 1 month has passed now and they still complaining about my bankstatement i provide.

They know that it is my adress but keep stalling in hope that i will loose my 69$ thats left of my deposit.

Today i recived an e-mail saying that i even have to wager my deposit 3times after they already took more than 8000$ away from me.

Even if you can not help me with this case i hope you can warn others about how this casino operates.

Thanks in advance.

Regards

Hello Gregorio,

Did the casino ever specify the reason of rejecting your verification documents? Could you please forward the communication with them to nikolas.b@casino.guru?

Okey i asked for a chat transcript from the very beginning,

when i recive it i will forward it to the given e-mail adress.

Thanks

Thank you Gregorio, the timer will be set on you until then.

hi i have still not recived the chat transcipt from when i first wrote to their support.

Speaking to their support now they are saying that they cant send me the chat transcript.

I never experienced that before either casinos always have the communications saved

Thank you Gregorio for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on. Wish you best luck resolving it.

Regards,

Nick

Hi Gregorio,

I've just reviewed your case and understand how you feel when having to deal with such an issue. I'll try to help you by contacting the casino.

Dear DolceVita.Casino, I'd like to invite you to join this conversation and participate in the resolution of the problem. Can you please share more information regarding the player's complaint? Are there any reasons for you to not verify the bank statements provided by the player?

Regards,

Natalia

Dear Gregorio,

Sorry for not having reached you earlier, we did not know about that issue. My name is Yulia, I am an Affiliate Manager for DolceVita.Casino. First of all, thank you for using our casino.

Secondly, there is misunderstanding for uploading the documents. According to our terms, we have the right to ask our clients to upload the documents for the verification if we do not like their quality. The problem is that you have sent many documents but all of them are copies. We need the original versions not copies.

Thirdly, please, read carefully our terms about our bonuses (Bonus Terms 1.3//Bonus Terms 1.19). It is possible to wage during 24 hours.

Please, upload your original documents once again in your account. We will be waiting for it.

Yours DolceVita Team.

They are original PDF files sent from the bank.

I even went to the bank and got it printed out as the support asked me too.

I have also uploaded other documents verifying my adress.

Regarding the 24h rule of wagering hocome your casino is the only one with it?

The internet connection does not work properly from time to times here in Argentina thats the reason i had to play it the next day,

Even after confiscating more than 800$ you they choose to take whats left of my deposit.

This is not a fair behaviour in my opinion,

Most of the casinos accepts bankstatements that comes in PDF because that is how banks send them out now a days.

The other documents that i got in paper and uploaded was denied too

Dear Gregorio,

Let us check it.

We'll come back soon.

Thank you. 

Yours DolceVita Team.

Dear Gregorio,

Thank you for your waiting.

All is fine with your documents this time.

Our Accounting Department will return the balance of your deposit to you as soon as possible.

Please, let us know if we can do anything else for you.

Thank you for being with us.

Yours DolceVita Team.

Dear Gregorio,

Have you received your balance?

We need to know it to close the case here.

Please, do not forget to write some positive things not only negative ones about us🙂.

Thank you for being with us. 

Yours DolceVita Team.

Yes finally i got what belongs to me,

I hope in the future that no other player will have to go thru all this struggle with their withdrawls and

loose all their winnings due to their 24h wagering rule.

Deposits are instant but withdrawls take up to two months.

Thank you Casino Guru for the justice without you i think Dolce Vita would never make the right decission.

The documents i uploaded have been the same but they accpeted it after you contacted them,

This way you can now clearly see how they work.

Thanks

Dear Gregorio, I'm very glad to hear good news from you! Thank you for using our complaints resolution center, we appreciate your trust. I hope that no problem like this will happen to you in the future, but if you ever come across an issue with any online casino, don't hesitate to contact us and we will try our best to help.

Dear DolceVita Team, thank you very much for your cooperation on this case and quick responses.

The complaint is now closed as "resolved".

Best regards,

Natalia