Dolfwin Casino - Player's self-exclusion request is delayed.

I'm experiencing serious problems with this casino. It's taken them over 10 days to issue me a self-exclusion for gambling addiction, and they just keep telling me it's from another department. I've sent more than 10 emails to this supposed department, and they're ignoring them and not even replying, completely disregarding responsible gambling laws. They're scammers, taking advantage of their customers' vulnerability to keep gambling.

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 gasol,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and I found this:

3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from dolfwin.com, he/she needs to contact us on the following email address: customercare@dolfwin.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

I already sent them to you a few days ago.

Dear gasol,

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, Igor (igor.p@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,

Kristina

Dear gasol,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Dolfwin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Dolfwin Casino representative to join this conversation and participate in resolving this complaint.

Dear Dolfwin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Please be advised that the player's request has been received and processed by the relevant department, and the account has since been excluded.

Best Regards,

Dolfwin Casino

Dear gasol,

According to the casino, your account is now closed.

Could you please confirm whether this information is correct? If so, do you consider this case resolved?

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear gasol,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru