Dolfwin Casino - Player’s account closure request ignored.

Hi,

I am registered on the website Dolfwin. I had a depositing limit that i couls set by myself. Suddenly there was no more deposit limit and I played.

I asked in the chat for a deposit limit and they said it is not possible then I asked for closing my account and they said I have to write an email. I did so on June 3rd.

After a few days I checked if my account was still opened and it was. Since then I chatted a few times with the support and wrote over 10 emails but i still get ignored.

Is this even allowed? Don't they have to keep their Responsible Gaming?

I hope you can help me.

Thank you very much

Dear sliqsn,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances 

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

• Could you please specify the reason for closing your account?
• Have you requested a refund of your deposits from the casino with what result?
• Could you please explain in detail what the disputed amount €2100 represents in this situation?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hi Tomas,

• I want to close my account because I don't have anymore the possibility to set a deposit limit. This helps me controlling my gambling. Aside from that they tax 8% of the winning if you win more than once in 30 days.
• No i didn't ask for any refund because I didn't expect any refund because they already ignored my request for closing my account and setting a deposit limit.
• I misunderstood what disputed amount means. I deposited since my request for closing my account €2100,-
• I send you a screenshot from my mails with many request for closing my account. I also wrote a few times in the chat but i don't have any screenshots from there.

Thank you for your help

Best regards,

Goran

Thanks for your patience.

Not all casinos offer deposit-limit responsible gambling features or the limits on offer might differ from one casino to another.

We believe the best option going forward would be for you to request a self-exclusion.

• Have you requested a self-exclusion in your email sent on 2/6/2024 to customerassist@dolfwin.com?
• Could you please forward the email to my email at tomas@casino.guru?

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Dolfwin support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period (of xxx months/years /permanently).

The reason for my decision is xxx (due to gambling problems/ unrelated to any gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to customerassist@dolfwin.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear sliqsn,

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.

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.