Dolfwin Casino - Player’s withdrawal has been delayed.

Hello

I won 1027 euros on 5/9 at Dolfwin casino. On 8/9, according to Dolfwin casino, it was paid out via bank transfer. My bank can't see that anything has come in but Dolfwin says it has been paid out. Now I can't get into the account because in August I requested self-exclusion but wrote when I won that I wanted to withdraw the money first but today I received an email that they excluded me for 30 days. We have been emailed 13 times between us and now I have sent another email. Never experienced it taking this long before.

Thank you

Helena

Dear helgalena76,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello

I still haven't received my winnings, Dolfwin casino just says that my withdrawal is pending and now I can't write to them in the chat either and they have stopped responding to emails.

Helgalena76

Thank you for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you currently don't have access to your casino account?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

I contacted the casino two days ago when they wrote to me and told me that my withdrawal failed. They opened my account and I made a new withdrawal, then they emailed me yesterday and said that the withdrawal was approved and that my withdrawal should now be in my account, but it is not. Then they closed my account again.

I have done a KYC verification, never used a bonus and it is my first withdrawal

Greetings Helena

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear helgalena76,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina