Dolfwin Casino - Player's account remains open despite closure request.

I lost over $8000-$12000 on this website after stating I have a gambling problem, asking them to permanently close my account. I have chat logs and sent over 40 emails with no relevant replies - sent closure requests and gambling problem warnings to both support@dolfwin.com and customercare@dolfwin.com. I saved all my emails starting from 2024-09-16 where I was asking and begging them to close my account over weeks of time. I of course tried to get this accomplished through life chat where they directed me to these email address.

This is completely crooked and shady behaviour. I wouldn't have lost control if there were gambling limits BUT FAR MORE IMPORTANTLY IF THEY WITHHELD 'SAFE GAMBLING' rules where if a player makes a cry for help asking to close the account and even more sensitive and tough admitting the gambling issue and how it can spiral.

I would like you help me recover these funds. The sick part is after all of this... my account is still open and I lost another $1000 yesterday. The feeling from losing this much money months ago left me in a very very dark place.

Please help I have all the photo proof in the world.

In the second screenshot - Kevin replied asking me to add in 'customercare@dolfwin.com' so they could handle my request....... they never did and i sent them literally 40+ emails begging and clearly losing control. So crooked and gross and this never should have happened.

Dear neveragain2025,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

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.

Could you please clarify when exactly you informed the casino about your gambling addiction for the first time? Please forward me this specific account closure request to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hey Kristina,

Thanks for your quick follow-up. I have since forwarded you my initial request to 'customercare@dolfwin.com' they never replied. Funny enough, my first request to indefinitely close my account due to a severe gambling addiction was met with a swift response from 'support' telling me to contact 'customercare' as they'd handle this request.

I lost thousands due to negligence. Please aid in contacting this casino. I would like every deposit returned post my request and would be happy to forward all my emails to this operator as further evidence of malpractice. I think the commission should get involved and they should lose their license. This is dark but trust me... they may have unknowingly been involved in suicides as when someone loses control... the only control they have is to close the account... but what if that RIGHT is ignored... dark dark path. Please continue to assist and I appreciate you.

Conor

Hey Kristina, just wanted to follow up and see if you received my email.

Thanks for all the effort,

Conor

Thank you very much, neveragain2025, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear neveragain2025,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Dolfwin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Dolfwin Casino,

Could you kindly provide a detailed explanation regarding the case in question? Specifically, I would like to understand why the player's request to close their account due to a gambling problem was not properly addressed. Despite numerous emails sent to the designated email address for handling self-exclusion requests, the account remained open. Could you please clarify the reasons for this oversight?

Thank you for your attention to this matter. I look forward to your response.

Best Regards,

Kubo

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.

Hey @kubo -

A member from Dolfwin support has reached out to me to commence the process for a settlement arrangement.

Please keep this case open and unresolved for the time being, but you can put the timer back on me. Thank you for your assistance in making this happen.

I have asked for the total $ amount of every single deposit post initial closure request, which is only fair. I will keep you updated on the result.

Thanks again and at this moment I'm appreciative of Dolfwin for reaching out despite it being way overdue and should have never happened in the first place.

Dear Kubo,

As the Player has already mentioned, our specialized department is in direct communication with them.

We appreciate your patience. 

Best regards, 

Dolfwin Casino

Dear neveragain2025,

Are there any updates in your case that you can share? Have you been able to reach an agreement with the casino regarding the refund?

Thank you.