The player from Austria had been attempting for over three weeks to have their account blocked at Dolfwin Casino due to severe gambling addiction, but their requests remained unanswered. They expressed an urgent need for account suspension to prevent further financial issues. The Complaints Team noted that the player did not respond to inquiries about the necessary documentation for account closure. As a result, the complaint was rejected due to a lack of communication from the player.
Dolfwin Casino - Player requests account closure due to gambling addiction.
Closed
Our verdict
Player stopped responding
Amount: ??
Dolfwin Casino
Safety Index:LowCase summary
Discussion
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11 months ago
Translation
Ladies and Gentlemen
For more than 3 weeks I have been writing about Dolfwin Casino under
[email protected] that you should block my casino immediately because I have a severe gambling addiction! To date, my account has not been blocked! I borrowed money and sold watches from friends to get money to gamble!
Please block my account!
Stefan R.
Edited by a Casino Guru admin
Automatic translation:
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11 months ago
Dear Plakat,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account?
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
Dear Ms. Dominika,
I have sent you and the casino another email regarding the immediate blocking of the account!
Best regards
Automatic translation:
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11 months ago
Dear Plakat, I have not received the account closure requests you sent to the casino, only the one from the day you submitted this complaint.
Have you received any response from them?
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11 months ago
Translation
Dear Ms. Dominika,
To date, I have not received any response from Dolfwin Casino. I receive daily emails from Dolfwin Casino saying that I will receive bonuses when I deposit!
Please write to the casino and ask them to block me!
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11 months ago
Dear Plakat, is this the only account closure request you've submitted to the casino?
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11 months ago
Translation
Hello, of course not! I write almost every day that you should block my account! Only my sent emails are automatically deleted after 24 hours! Except for the one with the cc attachment, I took a screenshot of that! As you can see, I sent the email on December 27th, 2024! To date, nothing has happened except requests to play via spam emails.
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11 months ago
Dear Plakat, the casino has already responded today. Kindly provide the casino with the requested documents in response to their email to proceed with your account closure.
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11 months ago
Translation
What documents does the casino need to close my account?
Since when does a casino need documents to block my account!
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11 months ago
Translation
Hello, I didn't receive an email! The casino should send you the email that they supposedly sent to me
Besides, the casino just needs to block my account! And that's it! Kind regards, Stefan R.
Edited by a Casino Guru admin
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11 months ago
Dear Plakat, I wanted to clarify that I did receive the email from the casino, as you added me as a Cc of your request. The casino responded to that email on January 3rd, which is why I have access to their response, and I can see you as a recipient as well.
If you didn't receive it, I recommend checking your spam or junk folder in case it was filtered there.
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11 months ago
Translation
Hello, could you please send this to me?
thank you. Lg
Automatic translation:
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11 months ago
Dear Plakat, do you have any updates?
Have you replied to the casino as requested in the email I forwarded to you?
