Dolfwin Casino - Player's withdrawals are delayed and account access denied.

I withdraw $100 4th december and still not received it, it kept saying processing, so still have not received that. Plus i always did withdraws through fast cash withdrawal which I've used a few times. But this time it was not there so they told me I had to use mifinity, so I opened a account and withdrew my $850 on the 9 th December and since then they have denied me access to my account and when I have live chat them they say they'll get someone to email me but they don't, so when I email them they reject my emails. I just want my winnings

Dear Belindap,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you request two withdrawals using different payment methods?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes I have made a fair few withdraws. I won without a active bonus. The first $100 was withdrawn through fast cash withdrawal which I have used always to withdrawl and when I checked on the process of that is was always in the red writing saying processing. So then when I went to withdraw $850 fast cash withdrawal was taken away and I asked them to put it back on as I did not have accounts with the other options, but they said no. So then I had to make an account my mifinity and went back in to withdraw the $850. So when I went in the next day they had denied access to my account. So when I live chat them to ask why or about both lots of money, the answer was the right department would get back to me by email, so I would wait awhile with no reply and then sent emails to different departments and either no reply or they rejected my email.

Dear Belindap, have you received any information from the casino regarding the locked account?

Have you ever made a deposit via Mifinity? If not, did you make a verification deposit via Mifinity to be able to withdraw using this payment method?

Dear Belindap,

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.