Last update: 17.10.2024

General rules

Please read these General Terms and Conditions prior to using our website, Dollycasino.com (hereinafter referred to as the "Website"). By using or accessing any section of the Website, you agree to be legally bound by all of the following terms and conditions (hereinafter collectively referred to as the "Terms"):

General Terms and Conditions displayed on this page;

• Privacy Policy;

• Cookie Policy;

• Specific terms of advertising campaigns, bonuses, and special promotions offered on our Website;

• Rules of particular games offered on our Website, which may be accessed through such games;

• Other terms and conditions that you may accept in order to use certain sections and services available on our Website.

In case of any discrepancy, terms of advertising campaigns, bonuses, and special promotions shall take precedence over the other Terms.

If you do not agree to accept and abide by all of the Terms, you must not open an account or use any of the services offered through our Website. Further use of the Website will indicate your acceptance of the Terms.

Unless otherwise defined, all references in the Terms to "we", "us", "our", "Company" refer to the company operating the Website, while references to "customer", "you", "your" refer to the person using our Website and accepting the Terms.

The binding version of the Terms is the English version. All translations are provided for your convenience only. In the event of a discrepancy between the English version of the Terms and any other language version, the English version shall prevail. By accepting the Terms, you warrant that your knowledge of the English language is sufficient to fully understand the Terms.

The Company offers access to games only through a protected network using technology for encrypting sensitive data.

Verification of your age, identity and other checks

You must provide us with all information that we may request in order to manage your account and verify your identity or the source of the funds deposited into your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership, and transaction histories of the payment methods used, including bank or credit/debit card statements, etc.

We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full; however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

We may use a recognized third-party provider to undertake the Checks on our behalf, including authorized credit reference agencies, identity verification services, and/or fraud prevention software. Personal details may be provided to such third parties in accordance with our Privacy Policy.

By accepting these Terms and Conditions, you agree that we are entitled to carry out additional security checks to verify account information and activity in line with applicable regulations and our security and anti-fraud procedures, by carrying out verification via calls/phone, face verification or other such verification as is required to ensure that you are who you say you are.

Fraud, illegal and importer use

The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases where funds are recalled/disputed;

• using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole, or bug, using software or hardware to automate, distort, or influence the outcome of bets;

• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

• using unfair betting patterns or strategies, such as equal, zero, or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that, in our opinion, the system is being abused, a guaranteed win is achieved, or the risk is minimized;

• engaging in money laundering, terrorism financing, or any other criminal activity;

• threatening, harassing or abusing other customers or members of our staff;

• attempting to attack, gain unauthorized access to, or hinder the operation of, the Website, the servers on which the Website is stored, or any server, computer, or database connected to the Website, attempting to circumvent our security systems;

• attempting to copy, reverse engineer, decompile, modify, derive source code, or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;

• attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

You agree not to bring harm to the Website or its reputation.

We reserve the right from time to time to conduct a gameplay review or review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotion,s or to close the customer account.

Should we arrive at a reasonable suspicion that you have engaged in fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following actions, at our sole and absolute discretion, with or without notice:

• Immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

• void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

• contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

The Company retains the right to notify the responsible government bodies as well as other online casino operators, online service providers and banks, payment and credit card processors, electronic payment providers, as well as financial institutions in case of a suspected fraudulent, illegal or otherwise suspicious activity. For your part, you agree to provide full cooperation to investigations of such activities.

Complaints resolution procedure

You may contact our customer service by email: support@dollycasino.com.

Complaints are handled in the customer service and could be handled to other departments of the Company in cases when the customer service cannot solve the case immediately. The customer shall be reasonably informed about the state of his/her complaint.

A “dispute” is defined as any complaint which:

• relates to the outcome of the customer’s gambling transaction;

• is not resolved at the first stage of the Company’s complaints procedure.

Customer Support Team will provide an initial response to your query through the support email inbox. Should a complaint arise from the initial response, as defined above, the Customer Support Team will advise you to send your detailed complaint in written form to: complaints@dollycasino.com

In accordance with the applicable data legislation, and in order to sufficiently identify the customer submitting the complaint as the legitimate account holder, you shall include:

• Account username;

• Full name as registered on the account;

• Email the complaint from the registered email address;

• Email subject to contain COMPLAINT reason;

• A detailed summary/explanation of the complaint;

• Specific dates and times associated with the complaint.

Upon receipt of the required information to process the dispute, the Complaints Resolution Committee will revise your case and provide you with an answer regarding the presented issue.

We will inform you of the outcome of your complaint within 10 (ten) days of receiving the complaint. In the event that the complaint is unusually complex, and provided that the nature of the investigation is such that more time is necessary to complete it, such period may be extended further.

If you are unsatisfied with the resolution of your complaint by the Complaints Resolution Committee please feel free to explore further external dispute resolution options here.

You acknowledge and agree that you are contracting exclusively with the Company for the provision of all services available on the Website. You agree not to bring any claim or dispute to or against any third party involved in the operation of the Website, including, without limitation, suppliers of software, games, odds, payment providers, payment processors and payment agents.

Limitations of Liability

You accept and agree that the Company does not hold any responsibility or control over how you use the software. You agree that using the Company’s services is exclusively your decision and you agree that you are aware of and accept all possible risks.

The Company does not accept liability for any agreements, illegal actions, negligence, harm or loss of any size, including, but not limited to the loss of data, income, or reputation, as well as for any losses that are not foreseen by the Company at this moment.

Neither the Company, the software provider, nor any of our affiliates or connected parties will take any liability for any losses, expenses or harm that are supposed or are actual consequences of:

• any error that you made by entering the wrong information;

• any kind of fraud, false, or misleading activity;

• the Company’s decision not to accept your deposit, refuse to open your account or decision to suspend or close your account;

• any delay in receiving or accepting a deposit or holding your withdrawal to complete the identity and other checking procedures;

• using your account for purposes that may be considered illegal according to the applicable legislation;

• any operations and transactions that are conducted after the correct input of your username and password;

• any unsanctioned use of data connected to you or your account;

• inability to use the Website or absence of access to it for any reason;

• any action or transaction that is performed by a third party using your username and password;

• low quality of access (or lack of access) to the Website;

• any circumstance out of the Company’s direct control, including problems connected to the equipment and software (including computer viruses and software), data transferring systems, telephone or other communication methods, or by your internet service provider;

• loss of any transactions that arise from incorrect functioning of connection used by you or any other organization that transfers data between you, the Company or any other company that is regulating payments;

• any electronic communication that was not received;

• the result of any action on behalf of the government or force majeure circumstances;

• participating in gaming/betting if such participation is illegal according to the applicable legislation of the country the customer resides in;

• any errors, omissions, typos, or bugs in the Website or the software used therein;

• any direct or indirect result of your breach of the Terms.