The player from Germany had requested a permanent closure of his Dolfwin account due to a gambling problem, but the account was only closed temporarily for 30 days. After sending another request for permanent closure, the operator failed to respond, which resulted in the account being reopened and subsequent losses. The Complaints Team facilitated communication between the player and the casino, leading to a mutual agreement regarding the player's self-exclusion. The issue was marked as resolved, with the player expressing satisfaction with the outcome.
Dolfwin Casino - Player’s account closure request is ignored.
Amount: €500
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello,
On December 4, 2024, I requested a permanent closure of my account at Dolfwin and informed the operators of my gambling problem. However, the support team only closed my account for a total of 30 days on December 7. I then sent another email explicitly requesting a permanent closure of the account, but Dolfwin has not responded to this day. Consequently, my account was reopened in January, and I suffered avoidable losses.
When there is an explicit request for permanent self-exclusion with notice of one's gambling addiction, the operator should respond and not simply reopen the account.
I hope the management at New Era BV finally changes this practice and listens to their customers' wishes.
Thank you in advance for your help and best regards!
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2 months ago
Hello lolseinsohn,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dolfwin Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is currently still active?
- When exactly did you mention gambling problems for the first time?
- Did you accumulate your winnings with real money or did you use a bonus?
Please forward your initial self-exclusion request (with gambling problem mentioned) to nikolas.b@casino.guru for further review.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
Hello Nick,
My account is currently still active. I explicitly mentioned my gambling problem in the first email dated December 4, 2024 and any winnings were made without bonuses. I am forwarding both emails to you with a request for permanent self-exclusion.
Many thanks and kind regards!
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1 month ago
Thank you lolseinsohn for all the information provided. 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
Hello lolseinsohn,
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
Dear Michal,
We can confirm that the player's request was handled accordingly and his account was excluded and will remain so.
Kind regards,
DolfWin Casino
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1 month ago
Dear Dolfwin Casino,
Can you tell me when exactly you received a proper self-exclusion request from the player and when exactly did you close his account?
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1 month ago
Dear Michal,
The player's exclusion request was received on the 19th of January afternoon and it was processed on the next day in the morning.
Kind regards,
DolfWin Casino
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1 month ago
Translation
Hello,
that is clearly not true. I specifically asked for my account to be permanently deactivated both in my first email on December 4th, 2024 and after my blocking on December 7th, 2024. Nevertheless, my account was reopened in January and I was able to make deposits. In the email on January 19th, 2025, I brought this to Dolfwin's attention and the account was finally closed. However, it should never have been reopened!
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1 month ago
Dear Dolfwin Casino,
The player has provided me with emails he has sent you and in the email from the 4th of December, he specifically mentioned he wished to be self-excluded due to gambling problems permanently. Why was the player's account closed only for 30 days? Even if the player followed up on your confirmation, mentioning again that he wishes for the self-exclusion to be permanent?
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1 month ago
Translation
Hello Michal,
The casino suggested a solution to the case to me yesterday. I will send you the details again once both parties have reached a fair agreement.
Thank you very much for your help!
Best regards
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
Dear Michal,
Following direct communication with the player, we have reached a mutual agreement. As a result, the case is now considered as resolved, which can be confirmed by Lolseinsohn as well.
Kind regards,
DolfWin Casino
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1 month ago
Translation
Hello Michal,
That is correct, we have reached a satisfactory agreement. The people in charge at Dolfwin have behaved in an exemplary manner, the complaint can be closed without any concerns.
Thank you again for your help Michal, I really appreciate it!
Best regards
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1 month ago
Dear lolseinsohn,
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
