HomeComplaintsDolfwin Casino - Player disregarded after self-exclusion request.

Dolfwin Casino - Player disregarded after self-exclusion request.

Amount: NZ$525

Dolfwin Casino
Safety Index:Low
Submitted: 21 May 2024 | Case closed : 05 Jun 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from New Zealand requested self-exclusion from the casino, but they continued to let him play. He then sought a refund for the money deposited since making the self-exclusion request. We requested additional information and documentation from the player to investigate the issue. However, the player failed to respond, so the complaint was rejected due to a lack of necessary information.

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6 months ago

Hi, I asked this casino for a self exclusion and they continued to let me play. I am wanting a refund of the money put in since asking for my exclusion.

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6 months ago

Dear jessek92,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dolfwin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise how long have you been a player of the casino?
  • Is your casino account currently accessible to you? 
  • Could you please share a rough timeline of when you asked the casino for self-exclusion and when you made deposits?
  • Could you please share your self-exclusion request and any relevant responses from the casino with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas


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5 months ago

Dear jessek92,

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.

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5 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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