Dolfwin Casino - Player's account closure request has been ignored.

I am making a complaint regarding Dolfwin’s failure to close my account after I explicitly requested that it be closed.

On 5 December 2025, I contacted Dolfwin Customer Support through live chat and clearly stated "Close this account." I have a dated screenshot showing this request. The Dolfwin representative acknowledged my request and asked me to provide the reason I wished to delete my account.

Despite this, my account was not closed and remained operational. I was subsequently able to continue depositing and gambling for many months.

In August 2026, after discovering that my account was still open, I contacted Dolfwin again. I again requested closure and explained to their live-chat representative that I wanted the account closed because I was spending too much money.

Despite telling them this, my account remained accessible. During the conversation I was also offered a €10 no-deposit casino bonus. I made it clear that I was not looking for a bonus and that I was making a formal complaint regarding their failure to action my previous closure request.

Dolfwin instructed me to submit the complaint by email, which I did. In writing, I again explicitly requested that my account be closed/restricted immediately and asked Dolfwin to confirm this had been done.

Despite these repeated requests, my account continued to remain accessible. I have dated screenshots showing this.

Furthermore, after I had told Dolfwin that I was spending too much money and requested immediate closure/restriction, Dolfwin sent me a promotional gambling email encouraging me to deposit money and offering deposit bonuses and free spins. I also reported this to Dolfwin as part of my formal complaint.

I have not received a substantive response to my complaint.

I have been able to access only part of my transaction history. The history available to me goes back only to approximately May 2026, despite my documented closure request being from December 2025.

The €710 disputed amount entered on this complaint is therefore a provisional minimum only. It represents approved deposits I have currently been able to document from the limited transaction records available to me. The actual amount deposited and lost after my December 2025 closure request may be substantially higher.

I am asking Dolfwin to provide my complete deposit and withdrawal history from 5 December 2025 onwards, together with the relevant account/chat records, so that my exact net losses following the closure request can be established.

I am requesting reimbursement of my full net gambling losses incurred after my documented account closure request on 5 December 2025, rather than limiting my claim to the provisional €710 figure.

I am also requesting an explanation of why my account was not closed following my original request and confirmation that the account has now been permanently closed/restricted and that gambling marketing has ceased.

I can provide screenshots of the original December 2025 closure request, my recent conversations with Dolfwin, my formal complaint emails, continued access to the account, the promotional gambling email and the available transaction history.

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Dear Antoaob,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika