Dolfwin Casino - La solicitud de autoexclusión del jugador se ha retrasado.

I'm experiencing serious problems with this casino. It's taken them over 10 days to issue me a self-exclusion for gambling addiction, and they just keep telling me it's from another department. I've sent more than 10 emails to this supposed department, and they're ignoring them and not even replying, completely disregarding responsible gambling laws. They're scammers, taking advantage of their customers' vulnerability to keep gambling.

Estoy experimentando graves problemas con este casino. Llevan más de 10 días para darme una autoexclusion por problemas de ludopatía y solo te dicen que es de otro departamento. Al supuesto departamento les he enviado más de 10 correros electrónicos y hacen caso omiso, ni contestan, saltándose la ley de juego responsable. Son unos estafadores, aprovechandose de la debilidad del cliente para seguir apostando

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Dear gasol,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and I found this:

3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s 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.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina