The player from Spain requested self-exclusion, but the casino demands KYC documentation before processing her request. Despite her efforts to comply, the account remains open, and she is unable to access her funds.
Dolfwin Casino - Player’s account closure is delayed.
Opened
Current status
Waiting for Casino Guru to reply
0d -5h -8m -17s
Dolfwin Casino
Safety Index 4.8 LowCase summary
Discussion
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4 weeks ago
Translation
I requested self-exclusion and they're asking me to complete KYC. It's been many days now, and I'm trying not to gamble, but while I'm getting the documents, THEY WON'T CLOSE MY ACCOUNT. This is the first time a casino has asked for documentation after a self-exclusion request. I want my account closed and my money back. Many days passed before they replied to my email, and now they're asking for documentation.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear sofiagarcia21,
Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.
I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:
"1.1. Self-Exclusion
- You have the option to self-exclude yourself from Dolfwin.
- To self-exclude send an email to customer service at customercare@dolfwin.com
- Please allow us up to 10 business days for actioning self-exclusion requests
- To revoke a self-exclusion restriction, you may contact Customer Support.
- We reserve the right to refuse to reactivate your account following a self-exclusion request, at our discretion."
To better understand your case, could you please clarify a few points?
- Did you also try to contact support through the email mentioned regarding your self-exclusion?
- Could you please send me a copy of your self-exclusion request at karla.m@casino.guru?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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3 weeks ago
TranslationHello, yes, I've been writing to you via that email for a month now, but you're asking for documents instead of closing my account. I want it closed immediately; I don't understand why I have to complete KYC.
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2 weeks ago
Dear sofiagarcia21,
Thank you for your reply.
I’m sorry, but I am unable to locate the email containing the documents you sent me.
Could you please let me know which email address you used to send the documents? Alternatively, could you please resend them to karla.m@casino.guru?
I apologize for the inconvenience and thank you very much for your cooperation.
Karla M.
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1 week ago
Hello sofiagarcia21,
We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
