Dolfwin Casino - Player is awaiting a response from the casino.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, could you please clarify the following:

• Did you try contacting the customer support after 17 July when you did not receive a response to your request?
• Have you attempted to reach support via other means, for example through live chat?
• Have you completed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hallo, nein mein Konto ist nicht verifiziert da nicht notwendig. Ich habe den Live Chat kontaktiert, dieser weist auf die Nutzung der Email Adresse hin um das Konto sperren zu lassen.

Please forward me all the communication (emails, screenshots, chat transcripts) between you and the casino customer support regarding your account closure requests at [email protected]. Thank you for your cooperation.

Guten Morgen Veronika, ich habe die geforderten Verläufe gesendet.

mit freundlichen Grüßen

Thank you for your emails. Based on one of the screenshots you provided, it appears that the casino informed you your account was closed on July 23. Could you please confirm if this information is correct?

Das ist korrekt

Thank you for the confirmation.

According to the available evidence, you submitted your self-exclusion request on 17 July, and the casino closed your account on 23 July. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments during the work week. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Dolfwin 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.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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