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

I have been asking for weeks for my account to be closed

i cited a gambling problem and my emails are being ignored. I subsequently gambled €800 I didn’t have after I had requested numerous times for closure

they ignore emails and live chat just say the relevant department will be in touch.

They have a duty of care to customers and they are making addictions worse.

Dear D1989, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Veronica

I sent you on the emails there

they don’t respond to self exclusion messages either and there’s no way to do it in your account yourself

Thank you very much, D1989, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello D1989,

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

Thank you Michal

they have now closed my account but I would like the case to remain open for same explanation from Dolfwin as to why it took 17 emails (I have every one) and countless online chats to close,

I was actually requesting since July about took 6 months and 17 emails and other contacts to close

regards

Dear D1989,

Can you confirm for me when exactly did you make the first self-exclusion request, mentioning gambling addiction, and also when exactly did you make the deposits after this request?

Hi Michal

I made the first request on July 27th mentioning gambling addiction

i have spend thousands since then on all different days throughout the last 6 months

Dear Michal, 

We have been in a direct communication with the player and the issue was resolved successfully. 

Best regards,

Dolfwin Casino 

Thanks for your help Michal

they refunded me €800 and closed my account

Dear D1989,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru