The player from Germany requested a self-exclusion due to gambling addiction but has not received a response from the casino. He is still able to deposit and play, despite his request.
Dolfwin Casino - Player's self-exclusion request is delayed.
Amount: €20
Dolfwin Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case opened
Current status
Waiting for player to reply
1d 19h 19m 32s
Case summary
5 days ago
Public
Public
6 days ago
Translation
I asked the casino for a self-exclusion due to gambling addiction on Saturday, but I haven't received any response. In the live chat, I'm always directed to the email account. However, I am still able to deposit and play today.
Automatic translation:
Public
Public
5 days ago
Dear tlipki,
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 gambling problems).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
tlipki has 1d 19h 19m 32s to reply
