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

Hello,

On December 4, 2024, I requested a permanent closure of my account at Dolfwin and informed the operators of my gambling problem. However, the support team only closed my account for a total of 30 days on December 7. I then sent another email explicitly requesting a permanent closure of the account, but Dolfwin has not responded to this day. Consequently, my account was reopened in January, and I suffered avoidable losses.

When there is an explicit request for permanent self-exclusion with notice of one's gambling addiction, the operator should respond and not simply reopen the account.

I hope the management at New Era BV finally changes this practice and listens to their customers' wishes.

Thank you in advance for your help and best regards!

Hallo,

ich habe bei Dolfwin am 04.12.2024 um eine permanente Sperrung meines Kontos gebeten und die Betreiber auf mein Spielproblem hingewiesen, doch der Support hat mein Konto am 07.12. nur für insgesamt 30 Tage geschlossen. Ich schrieb daraufhin erneut eine Mail und bat explizit um eine dauerhafte Schließung des Accounts, aber seitens Dolfwin kam bis zum heutigen Tage keine Antwort. Mein Account wurde im Januar demnach wiedereröffnet und ich habe vermeidbare Verluste erlitten.

Bei einer expliziten Bitte um einen permanenten Selbstausschluss mit Hinweis auf die eigene Spielsucht müsste der Betreiber reagieren und das Konto nicht einfach wieder eröffnen.

Ich hoffe, dass die Verantwortlichen bei New Era BV diese Praktik endlich einstellen und auf die Wünsche ihrer Kunden eingehen.

Vielen Dank im Voraus für eure Hilfe und liebe Grüße!

Hello lolseinsohn,

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 currently still active?
• When exactly did you mention gambling problems for the first time?
• Did you accumulate your winnings with real money or did you use a bonus?

Please forward your initial self-exclusion request (with gambling problem mentioned) to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

My account is currently still active. I explicitly mentioned my gambling problem in the first email dated December 4, 2024 and any winnings were made without bonuses. I am forwarding both emails to you with a request for permanent self-exclusion.

Many thanks and kind regards!

Hallo Nick,

Mein Konto ist aktuell noch aktiv. Ich habe mein Spielproblem direkt in der ersten Mail vom 04.12.24 ausdrücklich erwähnt und alle etwaigen Gewinne wurden ohne Boni erzielt. Ich leite Ihnen beide Mails mit der Bitte um permanenten Selbstsusschluss weiter.

Vielen Dank und liebe Grüße!

Thank you lolseinsohn for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello lolseinsohn,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Dolfwin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

We can confirm that the player's request was handled accordingly and his account was excluded and will remain so.

Kind regards,

DolfWin Casino

Dear Dolfwin Casino,

Can you tell me when exactly you received a proper self-exclusion request from the player and when exactly did you close his account?

Dear Michal,

The player's exclusion request was received on the 19th of January afternoon and it was processed on the next day in the morning.

Kind regards,

DolfWin Casino

Hello,

that is clearly not true. I specifically asked for my account to be permanently deactivated both in my first email on December 4th, 2024 and after my blocking on December 7th, 2024. Nevertheless, my account was reopened in January and I was able to make deposits. In the email on January 19th, 2025, I brought this to Dolfwin's attention and the account was finally closed. However, it should never have been reopened!

Hallo,

das stimmt eindeutig nicht. Ich habe sowohl in meiner ersten Mail vom 04.12.2024 als auch nach meiner Sperrung am 07.12.2024 ausdrücklich um eine permanente Deaktivierung meines Kontos gebeten. Dennoch wurde mein Konto im Januar erneut geöffnet und mir war es möglich Einzahlungen vorzunehmen. In der Mail vom 19.01.2025 habe ich Dolfwin darauf aufmerksam gemacht und der Account wurde schließlich geschlossen. Er hätte jedoch niemals wiedereröffnet werden dürfen!

Dear Dolfwin Casino,

The player has provided me with emails he has sent you and in the email from the 4th of December, he specifically mentioned he wished to be self-excluded due to gambling problems permanently. Why was the player's account closed only for 30 days? Even if the player followed up on your confirmation, mentioning again that he wishes for the self-exclusion to be permanent?

Hello Michal,

The casino suggested a solution to the case to me yesterday. I will send you the details again once both parties have reached a fair agreement.

Thank you very much for your help!

Best regards

Hallo Michal,

Das Casino hat mir gestern eine Lösung des Falls vorgeschlagen. Ich werde Ihnen noch einmal die Details weiterleiten, sobald beide Parteien zu einer fairen Einigung gelangt sind.

Danke vielmals für Ihre Hilfe!

Liebe Grüße

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.

Dear Michal,

Following direct communication with the player, we have reached a mutual agreement. As a result, the case is now considered as resolved, which can be confirmed by Lolseinsohn as well.

Kind regards,

DolfWin Casino

Hello Michal,

That is correct, we have reached a satisfactory agreement. The people in charge at Dolfwin have behaved in an exemplary manner, the complaint can be closed without any concerns.

Thank you again for your help Michal, I really appreciate it!

Best regards

Hallo Michal,

das ist korrekt, wir sind zu einer zufriedenstellenden Einigung gelangt. Die Verantwortlichen von Dolfwin haben sich vorbildlich verhalten, die Beschwerde kann ohne Bedenken geschlossen werden.

Ich danke auch Ihnen noch einmal für Ihre Hilfe Michal, ich weiß dies wirklich zu schätzen!

Liebe Grüße

Dear lolseinsohn,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru