Dolfwin Casino - Player's account closure request is ignored.

Hallo, ich habe bereits einige Versuche unternommen damit das Casino mein Konto sperrt, da ich schon Zuviel Geld ausgegeben habe aber ich bekam nie eine Antwort geschweige den Rückmeldung.

Ich möchte meine Konto sperren lassen unf das für immer aber das Casino antwortet mir nicht!!!!!

Dear Svxngo,

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 problems). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

Ich habe zuviel Geld ausgegeben und möchte das nicht mehr und will mich deswegen Selbstausschließen

Ich sende Ihnen die Emails

Dear Svxngo, I have checked the terms and conditions and this is what I found:

3.22. This article belongs to the Self- Exclusion Policy. The customer gives consent to and shall comply with the procedures for Self-Exclusion as set forth in this article.

3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request")

3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from dolfwin.com, he/she needs to contact us on the following email address: customercare@dolfwin.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

3.22.4. The customer acknowledges, agrees and accepts that he/she shall remain solely responsible for all activity on his/her Account during the time that the customer request for Self-Exclusion may be pending, within a maximum time frame as meant in section 3.22.1. During the said time frame, the Operator is not obligated to void any activities on customer’s Account, such as but not limited to placed Bets and incurred Losses on the basis of the argument that customer has a request pending for Self-Exclusion.

3.22.5. Although a request for Self-Exclusion shall not necessarily by itself qualify the customer as a Vulnerable Person as meant in section 3.22.5.1., it does obligate the Operator to conduct a further investigation into customer’s personal situation, as meant in the said subsection. The customer acknowledges, agrees and accepts that the outcome of the said investigation may be that the customer shall indeed be qualified as a Vulnerable Person in compliance with the Self - Exclusion Policy. As a result the customer would no longer be eligible to keep the Account.

You sent the self-exclusion requests to the wrong email addresses. Please follow the casino's instructions.

Habe jetzt an die richtige gesendet, mal sehen was passiert

Dear Svxngo, have you received any response from the casino?

Sie haben mir geschrieben dass ich warten soll auf die Bearbeitung meiner Anfrage.

Dear Svxngo, has your casino account been closed? If so, when exactly?

Nein es wurde noch nicht geschlossen

Dear Svxngo, would you be so kind as to forward me the latest account closure request that you sent to the casino? My email address is dominika.l@casino.guru.

Dear Svxngo,

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.