The player from Italy, struggling with compulsive gambling, faces issues with a casino that refuses to close her account despite multiple requests. She feels ignored after sending several emails and has received no assistance, leading to concerns about losing her funds.
Dolfwin Casino - Player’s account closure request is being ignored.
Amount: ??
Dolfwin Casino
Safety Index:LowSafety Index
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Case opened
Current status
Waiting for casino to reply
5d 0h 46m 53s
Case summary
21 hours ago
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1 week 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 week 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 week ago
Translation
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 week 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 week 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 week 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 week ago
Translation
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 week 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 week 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 week ago
Translation
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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3 days 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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3 days 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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2 days 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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2 days 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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Dolfwin Casino has 5d 0h 46m 53s to reply
