Dolfwin Casino - El retiro del jugador se ha retrasado.

Hi, the first withdrawal I made on this site went well, now that I have to withdraw €3000 I am asked for the notary's signature on a photocopy of my identity document but since it is a casino without ADM in Italy it is difficult to receive it, so the casino blocks me and does not allow me to withdraw, even though I have already received proof of ownership of the current account, identity documents and account statement.

ciao, il primo prelievo che feci in questo sito andò bene, ora che devo prelevare 3000€ mi viene chiesta la firma del notaio su una fotocopia del documento di identità ma essendo un casinò senza ADM in italia è difficile riceverla, quindi il casinò mi blocca e non mi permette di prelevare, nonostante abbia già ricevuto attestazione di titolarità di conto corrente, documenti di identità ed estratto conto.

Dear EternoDio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that you have not provided the notarized documents the casino requested?
• Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I can't get the documents with a notary stamp and signature because they are difficult to find if requested for a foreign online gaming site, I will try to get the notary to approve my request but I hope they won't ask me for additional documents since I have confirmed my identity several times.

non riesco ad ottenere i documenti con timbro e firma notarile poiché difficili da reperire se richiesti per un sito estero di gioco online, farò dei tentativi dal notaio sperando che mi approvi la richiesta ma spero che non mi chiederanno poi documenti aggiuntivi visto che ho confermato la mia identità più volte.

Thank you very much for your reply, EternoDio. Well, unfortunately, casinos sometimes request the notarized documents and we usually advise players to provide them as soon as possible.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear EternoDio,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru