Dolfwin Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

Hello everyone, on May 1, 2025, I requested a ban due to gambling addiction, and since then, I've reapplied daily because nothing has happened. I request closure and a refund of my deposits totaling €2,921.00. I've received no response, except for a one-time response from support on May 3, 2025, and the account wasn't closed. Thank you for your help.

Hallo Zusammen, am 01.05.25 habe ich eine Sperre wegen Spielsucht beantragt, seit dem täglich erneut, da nichts geschehen ist. Ich bitte um Schließung und um Erstattung meiner Einzahlungen in Höhe von 2921,00 EUR. Eine Reaktion, außer einmalig am 03.05.25 vom Support kam nichts und da wurde das Konto nicht geschlossen. Danke für Eure Hilfe.

Dear Kikidoof,  

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

• Have you contacted the casino support via email or live-chat to inform them about self-exclusion?  
• Could you please forward me your communication (emails, chat logs) with the casino with your requests to close your account due to your gambling issues at natalia.b@casino.guru?

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,

Natalia

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.

Hi Natalia, I've sent you all the documents. Thanks and best regards.

Hi Natalia, habe Dir alle Unterlagen gesendet. Danke und liebe Grüße

The account is closed, otherwise there was no reaction from the casino

Das Konto ist geschlossen, sonst kam keine Reaktion des Casinos

Dear Kikidoof, can you please confirm when your account got self-excluded? Did it happen on 9th May? Can you share the confirmation that you received from the casino as a screenshot here, or please forward it to my email at natalia.b@casino.guru. Thank you.

Hi Natalia, I'll forward it to you via email. Best regards and thanks.

Hi Natalia, ich leite es Dir per Email weiter. Liebe Grüße und Danke

Dear Kikidoof,  thank you for sharing your communication with the casino.

Can you please specify when exactly you made deposits and lost your funds? Was it after you requested a self-exclusion?

According to the information you presented, you requested a self-exclusion due to gambling addiction via the correct email address on 3rd May, which was Saturday. The casino closed your account on 8th May, and that's the 4th business day after your request. Since the self-exclusion requests are checked manually by the relevant department, it may take some time until the request is processed, and we think that it shouldn't last more than 3 business days.

Hi Natalia, I was told to contact support, see Dolfwin's reply, and only later did I get the reply that it should be a different email.

Hi Natalia, man hat mir mitgeteilt, dass ich mich an den Support wenden soll, siehe die Antwort von Dolfwin und erst später kam dann die Antwort, dass es doch eine andere Email sein sollte.

I’m very sorry but you haven’t answered any of my previous questions. Please check my previous reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance. 

In the first step, I used the email address provided for problems.

The total is for the dates 03.05 to 04.05, since the blocking was supposed to be completed within 24 hours. Dolfwin first responded on 03.05 at 2 a.m.

Ich habe mich im ersten Step, an die angegebene Emailadresse gehalten, die für Probleme angegeben wurde.

Die Summe beläuft sich auf die Daten 03.05 bis 04.05, da innerhalb von 24 Std gesperrt sein sollte. Es wurde am 03.05 um 2 Uhr nachts, dass erste Mal reagiert, seitens Dolfwin

I have sent you another email

Habe Dir noch eine Email gesendet

Dear Kikidoof, thank you for providing us with all the necessary information. After a thorough analysis of all the related screenshots and your communication with the casino, we concluded that it wouldn't be possible for us to confront the casino with the facts that you shared. I truly sympathize with your situation, but, unfortunately, you initially contacted the casino using an email address that is not used for self-exclusion requests. The casino has it stated in their terms that self-exclusion requests should be sent to customercare@dolfwin.com:

3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request")

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from dolfwin.com, he/she needs to contact us on the following email address: customercare@dolfwin.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

3.22.4. The customer acknowledges, agrees and accepts that he/she shall remain solely responsible for all activity on his/her Account during the time that the customer request for Self-Exclusion may be pending, within a maximum time frame as meant in section 3.22.1. During the said time frame, the Operator is not obligated to void any activities on customer’s Account, such as but not limited to placed Bets and incurred Losses on the basis of the argument that customer has a request pending for Self-Exclusion.

While we do not consider the full casino's self-exclusion policy to be fair towards players, as they reserve the right to process self-exclusion requests for 10 business days, which is a very long period for vulnerable people, we still must acknowledge that a few days are required to manually process all such requests. Unfortunately, we cannot ask the casino to refund your deposits that were made during 03.05 and 04.05, considering that they sent you the instructions on how to proceed with the self-exclusion on 03.05 and it's not been a few business days after you lost your funds so the casino hasn't have enough time to block your account.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)