The player from Portugal faced complications with withdrawing funds from Dolfwin casino. Although two withdrawals were successful, the third was rejected due to a claim that she had not confirmed acceptance of an 8% fee, despite her multiple replies. She was attempting the withdrawal again and expressed frustration over the lengthy process and high fees. The issue was resolved after the player confirmed her account was verified and that she had made three withdrawals with real money, leading to the pending withdrawal being processed.
Dolfwin Casino - Player’s withdrawal has been delayed and complicated.
Amount: ??
Dolfwin Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
2 months ago
Public
Public
2 months ago
Translation
Good afternoon. As a player at this casino (Dolfwin), I'm here to share my experience. Initially, I lost a lot of money, but recently I managed to recover some of it.
When it was time for my first withdrawal, the process was a bit complicated. They asked for an excessive amount of documentation, like my bank statement, but ultimately, the withdrawal went through successfully.
I made a second withdrawal, and although it was slow, it also went through well. However, for the third withdrawal, things got complicated. After waiting 3 days for the money, they sent an email asking me to confirm if I agreed to the terms imposing an 8% charge on the withdrawal amount, and I had 24 hours to respond to that email. I immediately replied three times saying yes and waited for the money to appear in my account, but it didn't happen. After another 3 days, the withdrawal was rejected and returned to my player account. I contacted them via chat to ask why the withdrawal was rejected. To my surprise, they told me I hadn’t replied to the email accepting the 8% fee conditions.
I attempted the withdrawal again and am now waiting... I hope this frustration doesn't happen again.
We pay to play; if we lose, they keep the money. If we win, they need to pay us too.
Here’s my assessment of this casino:
- It has interesting games.
- Quick chat support, 7 days a week.
Negative points:
- Poorly resolved customer service.
- Excessively long time to receive withdrawal funds.
- Very high fee (8%).
Overall, on a scale from 1 to 10, I give this casino a 5.
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Automatic translation:
Public
Public
2 months ago
Hello Gomes72,
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 already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- Do you currently have a pending withdrawal since the last one was rejected?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 months ago
Translation
.my account is verified and I've made 3 withdrawals.
Earnings with real money.
I have one withdrawal pending since the last one was rejected.
I spoke to the casino 2 days ago
Automatic translation:
Public
Public
2 months ago
Dear Gomes72,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
