The player from Italy, who struggled with compulsive gambling, faced issues with a casino that refused to close her account despite multiple requests. She felt ignored after sending several emails and received no assistance, which led to concerns about losing her funds. The Complaints Team had assisted by forwarding her evidence and requesting clarification from the casino. However, due to a lack of response from her, the complaint was ultimately rejected.
Dolfwin Casino - Player’s account closure request is being ignored.
Amount: ??
Dolfwin Casino
Safety Index:LowSafety Index
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4.0
Dolfwin Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
Good evening,
A few months ago, I unfortunately registered at this casino.
As a compulsive gambler with gambling problems, I deposited a significant amount of money at this casino. Initially, I requested the closure of my account via live chat. However, the operator not only refused to close my account but also kept encouraging me to try my luck and deposit more.
After my threats, he told me to submit my request via email.
Which I did—I wrote several emails, but they have been completely ignored.
Today, I reached out again via live chat, and they only told me to send a request email. I informed them that I had already done so multiple times, but I am being ignored. The operator deliberately chose not to help me.
I am seriously at risk of losing everything, and in 20 years of online gaming, I have never encountered a more dishonest and unreliable casino.
What should I do to protect myself from these crooks?
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1 month ago
Hello Micia73,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DelOro Casino. Please allow me to ask you a few more question before we would move forward.
- Can you please advise if you did specifically mention gambling addiction to them?
- When exactly did you request for the exclusion?
- How much did you deposit since your initial self-exclusion request?
Please forward the evidence of requesting for self-exclusion to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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1 month ago
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Good morning Nick,
Thanks for the reply, finally someone who takes me into consideration.
I made the request about 2 days ago, so since October 23rd, and I mentioned my gambling addiction several times both via email and live chat.
Furthermore, being Italian, I have been registered with AAMS for a long time for self-exclusion on all online gaming sites.
I deposited about 500 euros, of which about 250 euros after my closure request.
I will send you the proofs to your email immediately.
thanks for the help
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1 month ago
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Dear Nick, I confirm that I have sent you 2 emails with the requested proof.
Thank you
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1 month ago
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Update: I just received emails about promotions and bonuses, despite the soft requests for self-exclusion due to gambling addiction.
Furthermore, there is no possibility to unsubscribe from these emails!
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1 month ago
Hello Micia73,
Unfortunately, you did not forward any mention of gambling addiction or the direct self-exclusion request.
Please forward the e-mail in which you did request for it properly otherwise we have to assume that the request has not been made.
Regards,
Nick
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1 month ago
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First of all, my name is not Tuscani.
I have instead sent my numerous self-exclusion requests both to the casino in question and copies of the emails to nick, as per your request!!!
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1 month ago
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I am sorry that you are in agreement with Dolfwin casino.
here are all my SELF-EXCLUSION requests!!!
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1 month ago
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I don't know on what basis you accuse me of not having sent any email to Dolfwin casino.
I consider the casino's behavior very serious and I don't know what to think of you.
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1 month ago
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Greetings ,
I have been sending multiple emails to the casino for days now requesting self-exclusion.
I'm waiting for your reply
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1 month ago
Hello Micia73 and thank you for forwarding the evidence. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Translation
Good morning Nick,
ok thanks, but I hope it can be resolved a little more quickly since I'm at risk of losing everything
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1 month ago
Hello Micia73,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
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.
Respectfully,
Michal
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1 month ago
Translation
Thank you Mr. Michal, I also have the screenshots of the last conversation with the live chat where I request self-exclusion for the umpteenth time.
Unfortunately, however, the first time I contacted them via live chat, again for the same request, I didn't take photos, because I would never have thought, in all the years I've been playing online, that a casino could behave in this non-serious and illegal manner.
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1 month ago
Dear Michal,
The player contacted us with self-exclusion request to the designated email - customercare@dolfwin.com - on 23/10/2024.
The account was deactivated on 28/10/2024, and the player received confirmation for it on a later date.
We would like to point out that each request submitted is handled manually hence technical time would be needed to be completed.
The player made no deposits during this period.
Furthermore, the period in which the account was disabled aligns with our terms and conditions.
Kind regards,
Dolfwin Casino Team
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1 month ago
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It was not closed on 10/28/24 as Dolfwin casino claims, because I checked every day and the account was active, they closed it not even a few days ago and only because I opened the dispute here on guru casino, otherwise they would never have processed my request made so many times!
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1 month ago
Thank you, Dolfwin Casino for the confirmation.
Dear Micia73,
The casino claims you have been sent a confirmation letter about the account closure, can you tell me when exactly did you receive this letter?
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1 month ago
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Dear Michal, the casino sent a single confirmation email to close my account on November 6th.
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1 month ago
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attached is the casino email that arrived on November 6th and not October 28th as they say..
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1 month ago
Dear Dolfwin Casino,
Can you tell me why the player received the confirmation of account closure more than a week later, on the 6th of November?
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1 month ago
Dear Michal,
As our specialized team reviews requests manually, given the volume of such, on some rare occasions there can be a delay in informing the players.
If the player made any login attempts after the date the exclusion request was applied, they would not be able to gain access to their account.
Kind regards,
Dolfwin Casino Team
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1 month ago
Translation
Dear Dolfwin Casino,
as you can verify for yourself from your computer system I have accessed my casino account several times just to check if you had closed it since you shamefully ignored me despite the numerous emails and live chats requesting self-exclusion! The account has always been active and working and instead only a few days ago it actually appears to have been closed by you, therefore I consider you unreliable, not serious and bordering on fraud since evidently you hoped that I would pay money again and again and again, well aware of my very serious problem of gambling addiction. I consider your behavior very serious and truly harmful towards your players who have exposed a serious pathological problem and the idea of being able to exploit people like us makes you the shame of your sector!
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1 month ago
Dear Micia73,
When exactly did you make the deposit after your self-exclusion request?
