The player from Italy had submitted five requests to close his casino account since November 27, 2024, but had not received a response. Meanwhile, he had lost €830 on the site and continued to receive promotional messages despite his closure request. The Complaints Team had attempted to engage with him for clarification and further information but had not received a response. Consequently, the case was rejected due to the lack of communication.
Dolfwin Casino - Player’s account closure request is ignored.
Amount: €830
Dolfwin Casino
Safety Index:LowSafety Index
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4.5
Dolfwin Casino has a Safety Index of 4.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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2 months ago
Translation
I have requested the closure of my account five times via email service without success.
The first request was made on 11/27/2024, and since that time, I have lost €830 on the site.
The chat service is unable to solve the problem and they keep sending me promotions, ignoring my closure request.
Automatic translation:
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2 months ago
Dear diego_88,
Thank you very much for submitting your complaint. I’m sorry to hear about the ongoing difficulties you’ve experienced in having your account closed.
From the forwarded communication, we can see that you received replies from the casino. However, it’s not clear whether you ever mentioned a gambling problem or any other specific reason for your account closure request. Could you please clarify if this was communicated to the casino in any of your messages?
Additionally, could you let us know:
- Were the responses from the casino simply promotional, or did they include any explanations or actions taken regarding your closure request?
- Have you attempted to follow up on your requests through alternative channels, such as live chat or a phone call?
- If you have saved any additional correspondence related to this matter, could you please forward it to petronela.k@casino.guru for our review?
Your cooperation is crucial for us to proceed with your case and address this issue effectively.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
Dear diego_88,
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.
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2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
