Dolfwin Casino - Player’s account closure requests have been ignored.

Disputed amount is a rough estimate. This is all money I've deposited and lost WELL after disclosing to them that I have a gam

bling problem. I've asked them over 10 times to close my account permanently as I'm at risk of harm and they don't, they just fob me off to their email team who never responds. They did exclude me for 90 days (not what I asked for) but after one day I asked to get my account back (I'm an addict) and they just said as long as I accept terms and conditions and accept future losses then I can have it back. They're evil. I'll send a few screenshots but can provide way more if necessary

Ryan

Dear mezzer79, 

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? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Thank you for your email with the requested screenshots. Could you please forward me your self-exclusion request from May 17 as an attachment?

How to forward an email as an attachment:

1. On your computer, go to Gmail.
2. Select the emails that you want.
3. Click More. Forward as attachment.
4. In the "To" field, add the recipient: veronika.l@casino.guru. You can also add recipients in the "Cc" and "Bcc" fields.
5. Add a subject.
6. Write your message.
7. At the bottom, click Send.

Hi Veronika, I have forwarded you the email.

Ryan.

Thank you for your email. However, your email was sent to Grandwin Casino, not to Dolfwin. Do you have a self-exclusion request that you sent to Dolfwin Casino, please? Also, kindly follow the instructions I posted in my previous reply and send me the email as an attachment, not as a forwarded message.

Hi, I tried to send as attached but it won't work. Any chance you can contact them and just get my account closed as I'm losing a lot of money. Thanks

Do you have an email with the self-exclusion request addressed to Dolfwin Casino?

When you open this email in your Gmail account and click on the three dots (the options menu), you can download the email to your device. It will be saved as an .eml file. Please attach this .eml file to the email you send to me.

Also, when you send me a screenshot of your chat conversation with customer support, always make sure the date and time of your conversation are visible. Ideally, send me the entire chat transcript, not only a snippet.

Dear mezzer79,

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.