Dolfwin Casino - Spieler fordert Kontoschließung aufgrund von Spielsucht.

Ladies and Gentlemen

For more than 3 weeks I have been writing about Dolfwin Casino under

customercare@dolfwin.com that you should block my casino immediately because I have a severe gambling addiction! To date, my account has not been blocked! I borrowed money and sold watches from friends to get money to gamble!

Please block my account!

Stefan R.

Sehr geehrte Damen und Herren,

seit mehr als 3 Wochen schreibe ich Den Dolfwin Casino unter

customercare@dolfwin.com das Sie mein Casino Sofort sperren sollen da ich Schwere Spielsucht habe! Bis heute wurde mein Konto nicht gesperrt! Habe Geld ausgeborgt und Uhren von Freunden verkauft um zu Geld zu kommen um zu spielen!

Bitte sperren Sie mein Konto!

Stefan R.

Dear Plakat,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Ms. Dominika,

I have sent you and the casino another email regarding the immediate blocking of the account!

Best regards

Sehr geehrte Frau Dominika,

habe Ihnen und dem Casino wieder ein Mail gesendet wegen des sofortigen sperren des Kontos!

Mit freundlichen Grüßen

Dear Plakat, I have not received the account closure requests you sent to the casino, only the one from the day you submitted this complaint.

Have you received any response from them?

Dear Ms. Dominika,

To date, I have not received any response from Dolfwin Casino. I receive daily emails from Dolfwin Casino saying that I will receive bonuses when I deposit!

Please write to the casino and ask them to block me!

Sehr geehrte Frau Dominika,

bis heute habe ich keine Antwort vom Dolfwin Casino erhalten, bekomme vom Dolfwin Casino täglich E-Mails das ich Boni bekomme wenn ich einzahle!

Bitte schreiben Sie dem Casino, dass Sie mich Sperren sollen!

Hello, as you can see I sent this!

Hallo, wie Sie sehen habe ich das gesendet!

Dear Plakat, is this the only account closure request you've submitted to the casino?

Hello, of course not! I write almost every day that you should block my account! Only my sent emails are automatically deleted after 24 hours! Except for the one with the cc attachment, I took a screenshot of that! As you can see, I sent the email on December 27th, 2024! To date, nothing has happened except requests to play via spam emails.

Hallo, natürlich nicht! Schreibe fast täglich das Sie mein Konto sperren sollen! Nur meine gesendeten Mails werden nach 24 Stunden automatisch gelöscht! Außer das mit dem cc Anhang da habe ich einen Screenshot gemacht! Wie sie sehen habe ich am 27.12.2024 das Mail gesendet! Bis heute ist nichts passiert, außer Aufforderung zum Spielen via Spam mails.

Dear Plakat, the casino has already responded today. Kindly provide the casino with the requested documents in response to their email to proceed with your account closure.

What documents does the casino need to close my account?

Since when does a casino need documents to block my account!

Was für Dokumente braucht das Casino damit sie mein Konto schließen kann!

Seit wann brauch ein Casino Dokumente um mein Konto zu sperren!

Dear Plakat, have you responded to the email from the casino?

Hello, I didn't receive an email! The casino should send you the email that they supposedly sent to me

Besides, the casino just needs to block my account! And that's it! Kind regards, Stefan R.

Hallo, habe kein E-Mail erhalten! Das Casino soll Ihnen das Mail senden was Diese angeblich an mich gesendet haben

Außerdem brauch das Casino nur mein Konto Sperren lassen! Und das war’s dann schon ! Mit freundlichen Grüßen Stefan R.

Dear Plakat, I wanted to clarify that I did receive the email from the casino, as you added me as a Cc of your request. The casino responded to that email on January 3rd, which is why I have access to their response, and I can see you as a recipient as well.

If you didn't receive it, I recommend checking your spam or junk folder in case it was filtered there.

Hello, could you please send this to me?

thank you. Lg

Hallo, könnten Sie mir das bitte senden?

danke. Lg

Dear Plakat, do you have any updates?

Have you replied to the casino as requested in the email I forwarded to you?

Dear Plakat,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.