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.

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.

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.

Hello, 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.

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.

Sent, laiahidalgo19@gmail.com

Today I was able to deposit another €1400. Please help me, I need to close the account.

August 20, 2026: Dolfwin responded to my request, but instead of proceeding with the account closure, they asked me to provide documentation to complete a KYC process, including proof of address, bank statement, insurance and tax documentation.

I want to clarify that I did not refuse to provide the documentation. The reason I couldn't send it immediately is that from August 20th to September 20th, 2026, I will be traveling and won't have access to those documents, as they are stored on my computer and I won't have it while traveling.

My intention in requesting self-exclusion was to be able to stop gambling, but the account remained open while I was unable to access the requested documentation.

On September 11, 2026, I had a gambling episode and deposited and bet €1,400 into the account. At that moment, I realized the seriousness of the situation and urgently requested that my account be closed.

Therefore, I need it to be noted that the account remained fully operational and allowed deposits and bets to be made, even though I had previously requested self-exclusion due to gambling addiction.

I'm not trying to hide the fact that I eventually started playing again. I'm explaining this precisely because it demonstrates why I requested self-exclusion in the first place and why I consider it particularly serious that my account remained open.

I'm going to post the email screenshots again; if you can hide them because my personal information is visible, I'd appreciate it.

I made another deposit today, and it's been terrible. I need my account closed. After investigating, I see that I requested self-exclusion on August 7th and didn't log back into the casino until the 20th, which is more than enough time for the casino to close my account. I've attached screenshots of the transactions.

I appreciate you updating the amount to 2800, as I just provided the evidence in the previous message.

My partner just installed Gamban on the device I use to play, but I still want my account closed and my deposits refunded.

Latest update: I managed to get a bank statement from the other side of the world to send to the casino. However, there are several things I consider negligence. First, they say they process self-exclusion within 10 business days. I requested it on August 7th, which is exactly 9 business days, until I received a response from the casino. Instead of protecting me and at least blocking my deposits until I passed KYC, they let me continue playing. But if they say the processing time is 10 days, why did they ask for more documentation on the 9th day, and why did the counter reset to zero? They said that once they have the documents, they would start counting 7 business days again until the account is closed. If you look at the statements, you'll see I was monitoring my activity during the 10-day self-exclusion period they gave me. It wasn't until August 20th that I played again, and to my surprise, they had given me a €250 casino bonus, which was available in my account. I also have proof. All of this demonstrates that the casino only intended to delay my self-exclusion so that I would continue gambling, since unfortunately, I had previously lost a LOT of money at this casino. As you can see in the screenshot, it's a no-deposit bonus; in other words, they gave it to me to tempt me after I requested self-exclusion. Which I find very suspicious.

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

Even though I've already sent the documents and two more emails requesting self-exclusion, they keep sending messages.

As of September 19th, having requested self-exclusion on August 7th, I can still log in and place bets. I need this to stop now.

Attached is the latest update. I can't place any more bets because I've set up a parental control system supervised by my partner. A few days ago I mentioned I had set up Gamblan, but it was too easy for me to remove. Here's the final breakdown of deposits made: They total €4,192 in approved deposits (29 deposits between August 20th and September 20th).

Breakdown by day:

• 20/9: €842

• 19/9: €65

• 16/9: €485

• 13/9: €420

• 11/9: €1,680

• 30/8: €460

• 20/8: €240

I haven't included the failed deposits or the canceled one. I'm also attaching screenshots. I hope this can be resolved soon because now I don't even have enough money for food. All because of this casino's negligence.

Here I contribute new communications

Dear sofiagarcia21,

Thank you very much for your patience and for providing the additional information.

Unfortunately, I am still unable to locate the email containing your original self-exclusion request. As you stated that your first request was sent on August 7, could you please post a screenshot of this original request directly here in the complaint thread, with the date of sending and the full wording of your email clearly visible?

I would also like to clarify the important difference between account closure and self-exclusion.

A standard account closure is generally a straightforward request and does not necessarily prevent the account from being reopened. The casino may also attempt to retain the player by offering bonuses or other promotional benefits.

Self-exclusion due to gambling problems, on the other hand, carries significantly different implications. When a player clearly informs the casino about a gambling problem and requests self-exclusion on this basis, the casino is expected to take appropriate measures to prevent further gambling.

For this reason, it is very important for us to see the exact wording of your original request from August 7 and determine whether you requested a standard account closure or clearly informed the casino that you wished to self-exclude due to gambling-related problems.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I'm going to try to forward the email to you because I understand that this way you can translate it if needed.

This is all very upsetting. They still haven't closed my account. I'm desperately asking them to close it. I've also spoken to their live chat, and they're asking me to be patient. Today, I received this email: they admit they received my self-exclusion request but are asking me how I've continued gambling and if I've reconsidered. Excuse me? I'm addicted, and I need them to close my account. That's why I requested exclusion for gambling addiction. I already sent proof of address several days ago, but now they're asking for it again. I don't understand anything.

I don't understand why we're making such slow progress. I've sent the evidence many times, and you tell me you haven't received it. Plus, you wait until the timer runs out before replying. Is something wrong? My account is still open.

Dear sofiagarcia21,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya,( munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear sofiagarcia21

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Dolfwin Casino to join this discussion and provide their comments regarding the matter.

Dear Dolfwin Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

This is getting out of hand. I deposited another €2,600 today. I can't take it anymore. I need you to close my account, please, and return my funds because this is causing a major crisis. I don't have enough to eat or pay my rent this month since I just spent my entire salary.

Update: As I mentioned before, I spent a lot of money yesterday. I managed to speak with my VIP manager via chat, and he recommended I keep myself occupied with other things while my account was being closed. But is being distracted for two months fair? They answer your call and tell you they're there to give you bonuses, but that he can't close the account. Today they're still sending me ads to bet. Luckily or unluckily, I no longer have any money left in my account. I know I have a problem, and that's the main thing, but I shouldn't still be able to bet. Their solution is to not access the casino, but... they keep sending you advertising. How shameful.

Hello, today while reviewing everything, I realized that I didn't send the document they requested to them, but to Carla, the first person who helped me in this chat. Anyway, they are aware that I want to self-exclude, as they asked me a second time through the chat and haven't done it. Even so, I believe that a casino, after several requests to close the account, both in the live chat and via email, shouldn't keep the account open. As of today, it's still open, and I have significant debts because of them, totaling €6,900 in deposits. I've spoken with my VIP manager; he knows I want to self-exclude, and yet they still won't do it. They themselves wrote to me saying they saw I was still playing and asked if I had considered self-exclusion due to gambling addiction. You don't gamble with people who are ill, and Dolfwin Casino is.

I wonder, just as they close and block accounts when they see suspicious activity, can't they at least block them temporarily until the KYC process and required documents are completed to ensure the self-exclusion request is protected? Seriously, should they let someone spend €6,900 when they've already asked you to close their account five or six times due to gambling addiction?

sofiagarcia21

Thank you for the updates. I am so sorry that the casino is not honouring your request. I have contacted them through various communication channels and I hope they will respond and close your account soon. In case I get a response from them outside this thread, I will definitely update you.

CHRONOLOGICAL SUMMARY OF EVENTS (Dolf Win Club)

• Aug 5, 2026 (4:51 PM): I request by email to customercare@dolfwin.com the closure of my account and self-exclusion due to gambling addiction.

• Aug 7, 2026 (8:38): The casino only responds by asking me to write from my registered email.

• Aug 7, 2026 (7:05 PM): From my registered email I demand immediate self-exclusion due to gambling addiction.

• August 17, 2026: I receive marketing communications from my VIP manager with bonuses and promotions. I end up using and spending those bonuses.

• Aug 20, 2026 (3:31 PM): The casino is asking me for proof of address for the last 6 months to process the application.

• 1 Sept 2026: New commercial communication from my VIP manager with bonuses and promotions.

• September 11, 2026 (8:53 PM): I requested via email the immediate closure of the account, which remains open. I informed them that I had opened this complaint and offered to resolve it privately if they close the account.

• September 13, 2026: I sent the requested proof of address, but by mistake I sent it to Karla at GuruCasino, instead of the casino. For this reason, the casino did not receive it at that time.

• September 14, 2026 (9:14 AM): I sent a second email to the casino, "Self-exclusion and refund of funds." I explained that KYC does not prevent blocking deposits while the exclusion is being processed and indicated that I have proof of the marketing communications received after my request.

• September 20, 2026 (support chat): I asked if KYC was required to self-exclude. They replied that, if necessary, the KYC team would email me. They couldn't tell me when they received my request and referred me back to customercare@dolfwin.com I indicate that I have been waiting for more than a month and have deposited more than €4,000 since my application.

• 24 Sep 2026 (10:15): The casino again asks for proof of address and asks me if I have reconsidered the self-exclusion, noting that I have continued playing.

• September 24, 2026 (1:33 PM): I replied that I had repeatedly requested self-exclusion due to gambling addiction and that I was also demanding a refund of my bets. In that email, I indicated that I had already sent the document, convinced that I had sent it to the casino; later, I realized that on September 13th, I had mistakenly sent it to GuruCasino.

• October 2, 2026 (support chat): My VIP manager says it's another department, that they don't have access or authority to process anything on my behalf, and refers me by email. I declare that I have spent €7,000 since I requested self-exclusion.

• Oct 3, 2026 (11:00): I am still receiving casino promotions (Oktoberfest Club, "Golden Drop").

• Oct 5, 2026 (9:18): I am sending proof of address to the casino, responding to their email of September 24.

WHY TWO MONTHS SHOULD NOT PASS WITHOUT BLOCKING THE ACCOUNT, WHETHER OR NOT IT HAS PASSED KYC:

1. A self-exclusion request due to gambling addiction is a matter of player protection. The casino can immediately and proactively block deposits, bets, and marketing communications without waiting for any documentation.

2. KYC serves to verify identity and comply with anti-money laundering obligations. It is not a requirement to stop offering gambling to a person who has expressly requested to be prevented from doing so.

3. The casino accepted my deposits and activity without requiring proof of address. Requiring it only to close the account is a condition that did not apply to my playing.

4. My requests arrived from my registered email address on August 7th, and the casino's terms do not require verification for self-exclusion. Even if the casino needed that document, the logical course of action would have been to block the account in the meantime.

5. The casino was able to contact me with bonuses and promotions during that entire time, but they didn't restrict my account. This shows that the delay wasn't due to a lack of capacity, but rather a lack of action.

6. The damage is concrete: more than €4,000 deposited on September 20 and €7,000 spent on October 2 since my first request.

CURRENT SITUATION: The account remains open more than two months after my initial request. I have been able to continue depositing and playing, and I have received bonuses and promotions targeted to me after requesting self-exclusion due to gambling addiction.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Could you please update the amount to €6900? I've attached screenshots of the deposits above.

sofiagarcia21

I assure you that the amount is well noted and the engagement with the casino will include all losses incurred.

They keep sending me posts

Please, I've had access to some savings and, trying to recover my losses, I've bet another €3200. I need this torture to end now. The casino needs to take responsibility. I requested self-exclusion on August 7th.

20/8/2026: 2 deposits of €120 each. Total for the day: €240.

30/8/2026: 4 deposits of €100 and 1 of €60. Total for the day: €460.

11/9/2026: 1 deposit of €290 (Banking), 1 of €200, 1 of €290 (VISA) and 3 of €300. Total for the day: €1,680.

13/9/2026: 2 deposits of €100 and 1 of €120. Total for the day: €320.

16/9/2026: 1 deposit of €85, 2 of €100 and 1 of €200. Total for the day: €485.

19/9/2026: 1 deposit of €65. Total for the day: €65.

20/9/2026: 1 deposit of €200, 2 of €100, 1 of €22, 2 of €150 and 1 of €120. Total for the day: €842.

2/10/2026: 3 deposits of €200 (one of them via Banking), 1 of €234, 1 of €500, 3 of €300, 1 of €250 and 1 of €100. Total for the day: €2,784.

10/10/2026: 4 deposits of €300, 2 of €400, 1 of €500, 1 of €200 and 2 of €250. Total for the day: €3,200.

Total approved since application: €10,076.

And if they don't answer, what do we do? I've already looked into it and I know I could file a complaint with Anjouan, which is where the casino is located. Do you recommend that?

They keep sending advertising; it's clear they want me to keep betting.

Hi, it expired more than 24 hours ago. What should I do?

I've just been told my account has been closed. Where's my money now?

Good morning.

The additional seven-day period granted to Dolfwin expired on Tuesday at 10:00 a.m. As of today, Friday, I still haven't received a response from the casino or any updates from Casino Guru.

I understand you gave the casino an additional opportunity to respond and that this deadline has now passed. I would appreciate it if you could confirm what the next step is and whether you have received any private communication from the operator.

I want to state for the record that I remain available to cooperate and that I wish the claim to continue until a conclusion is issued regarding the facts and evidence presented.

Since my claim relates to a request for self-exclusion due to gambling addiction and subsequent losses, I consider it important that the casino's lack of response be expressly reflected in the mediation outcome.

Thank you.

sofiagarcia21

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. In the meantime, I recommend submitting your complaint to an approved Alternative Dispute Resolution (ADR) provider: https://anjouangaming.com/resources/authorized-adr-providers/. These organisations are recognised by the licensing authority and may have additional tools available to assist you in resolving the dispute.

Because you have described gambling-related harm, I strongly recommend the Global Self-Exclusion Initiative and BetBlocker website. BetBlocker is a free tool provided by a UK-registered charity. It can anonymously block thousands of gambling websites across multiple devices, either completely or during selected vulnerable periods. Setup is quick, it works quietly in the background, and it supports multiple languages.

Please note that BetBlocker may also block gambling-information websites, including Casino Guru. If you still need access to Casino Guru resources, leave the Casino Guru blocking option unchecked during setup.

I am sorry that I could not be of more assistance on this occasion and sincerely hope your issue can still be resolved.

Best regards,

Munya Shumba