Dolfwin Casino - Se ignora la solicitud de cierre de cuenta del jugador.

I have requested the closure of my account five times via email service without success.

The first request was made on 11/27/2024, and since that time, I have lost €830 on the site.

The chat service is unable to solve the problem and they keep sending me promotions, ignoring my closure request.

Ho chiesto ben 5 volte la chiusura del mio account tramite servizio mail senza risultato.

La prima richiesta è stata effettuata in data 27/11/2024 e da quel periodo ad oggi ho perso 830€ sul sito.

Il servizio chat non riesca a risolvere il problema e continuano ad inviarmi promozioni ignorando la mia richiesta di chiusura.

Dear diego_88,

Thank you very much for submitting your complaint. I’m sorry to hear about the ongoing difficulties you’ve experienced in having your account closed.

From the forwarded communication, we can see that you received replies from the casino. However, it’s not clear whether you ever mentioned a gambling problem or any other specific reason for your account closure request. Could you please clarify if this was communicated to the casino in any of your messages?

Additionally, could you let us know:

• Were the responses from the casino simply promotional, or did they include any explanations or actions taken regarding your closure request?
• Have you attempted to follow up on your requests through alternative channels, such as live chat or a phone call?
• If you have saved any additional correspondence related to this matter, could you please forward it to petronela.k@casino.guru for our review?

Your cooperation is crucial for us to proceed with your case and address this issue effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear diego_88,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.