Dolfwin Casino - Player’s account closure is delayed.

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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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.