Dolfwin Casino - La richiesta di chiusura dell'account del giocatore viene ignorata.

Good evening,

A few months ago, I unfortunately registered at this casino.

As a compulsive gambler with gambling problems, I deposited a significant amount of money at this casino. Initially, I requested the closure of my account via live chat. However, the operator not only refused to close my account but also kept encouraging me to try my luck and deposit more.

After my threats, he told me to submit my request via email.

Which I did—I wrote several emails, but they have been completely ignored.

Today, I reached out again via live chat, and they only told me to send a request email. I informed them that I had already done so multiple times, but I am being ignored. The operator deliberately chose not to help me.

I am seriously at risk of losing everything, and in 20 years of online gaming, I have never encountered a more dishonest and unreliable casino.

What should I do to protect myself from these crooks?

Buonasera ,

qualche mesetto fa mi sono purtroppo iscritta a questo casinò’.

Essendo una giocatrice compulsiva con problemi di gioco , e dopo aver versato un bel po’ di soldi su questo casino’, ho richiesto inizialmente la chiusura del mio account via live chat , ma operatore non solo si e’ rifiutato di chiudere il mio account , ma continua a scrivere di tentare la fortuna e quindi versare ancora .

alle mie minacce quindi mi ha detto di scrivere la richiesta via mail .

cosa che ho fatto , anzi ho scritte più e-mail che però’ vengono completamente ignorate .

quindi oggi ho scritto di nuovo in live chat ma mi rispondono solo di mandare mail di richiesta , ho detto che l ho già fatto più volte ma vengo ignorata , quindi m operatore non ha voluto aiutarmi volutamente.

sono a serio rischio di perdere tutto e in 20 anni di gioco on Line non ho mai trovato casino’ più disonesto e inaffidabile.

cosa devo fare per proteggermi da questi strozzinj?

Hello Micia73,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DelOro Casino. Please allow me to ask you a few more question before we would move forward.

• Can you please advise if you did specifically mention gambling addiction to them?
• When exactly did you request for the exclusion?
• How much did you deposit since your initial self-exclusion request?

Please forward the evidence of requesting for self-exclusion to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Good morning Nick,

Thanks for the reply, finally someone who takes me into consideration.

I made the request about 2 days ago, so since October 23rd, and I mentioned my gambling addiction several times both via email and live chat.

Furthermore, being Italian, I have been registered with AAMS for a long time for self-exclusion on all online gaming sites.

I deposited about 500 euros, of which about 250 euros after my closure request.

I will send you the proofs to your email immediately.

thanks for the help

Buongiorno Nick,

grazie della risposta , finalmente qualcuno che mi considera.

Ho fatto la richiesta da circa 2 giorni quindi dal 23 ottobre e ho menzionato più volte la mia dipendenza dal gioco sia via mail e sia via live chat.

Inoltre essendo italiana sono iscritta da molto tempo al AAMS per l’auto esclusione su tutti i siti di gioco on line.

Ho depositato circa 500 euro , di cui circa 250 euro dopo la mia richiesta di chiusura .

Ti invierò subito le prove alla tua mail .

grazie per l aiuto

Dear Nick, I confirm that I have sent you 2 emails with the requested proof.

Thank you

Gentile Nick, confermo di averle inviato 2 mail con le prove richieste .

grazie

Update: I just received emails about promotions and bonuses, despite the soft requests for self-exclusion due to gambling addiction.

Furthermore, there is no possibility to unsubscribe from these emails!

Aggiornamento: mi hanno appena inviato mail di promozioni e bonus , nonostante le molle richieste di autoesclusione per dipendenza gioco.

inoltre su queste e-mail non c’è nessuna possibilità di effettuare la cancellazione iscrizione !

Good morning, any news?

Buongiorno, qualche novità ?

Hello Micia73,

Unfortunately, you did not forward any mention of gambling addiction or the direct self-exclusion request.

Please forward the e-mail in which you did request for it properly otherwise we have to assume that the request has not been made.

Regards,

Nick

First of all, my name is not Tuscani.

I have instead sent my numerous self-exclusion requests both to the casino in question and copies of the emails to nick, as per your request!!!

Innanzitutto non mi chiamo Tuscani.

ho invece inviato le mie numerose richieste di auto esclusione sia al casinò in questione e sia le copie delle mail a nick , come da vostra richiesta !!!

I am sorry that you are in agreement with Dolfwin casino.

here are all my SELF-EXCLUSION requests!!!

Mi spiace che voi siete d’accordo con il casinò Dolfwin .

ecco anche qui tutte le mie richieste di AUTO ESCLUSIONE!!!

I don't know on what basis you accuse me of not having sent any email to Dolfwin casino.

I consider the casino's behavior very serious and I don't know what to think of you.

Io non so su quale base voi mi accusate di non avere inviato alcuna mail al casinò Dolfwin.

ritengo gravissimo il comportamento del casinò e non so cosa pensare di voi. .

Greetings ,

I have been sending multiple emails to the casino for days now requesting self-exclusion.

I'm waiting for your reply

Salve ,

ho inviato da giorni tutte le prove di più e-mail al casinò per la richiesta di auto esclusione .

sono in attesa di vostra risposta

Hello Micia73 and thank you for forwarding the evidence. 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

Good morning Nick,

ok thanks, but I hope it can be resolved a little more quickly since I'm at risk of losing everything

Buongiorno Nick,

va bene grazie , ma spero si possa risolvere un po’ più celermente dato che sono a rischio di perdere tutto

Hello Micia73,

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

Thank you Mr. Michal, I also have the screenshots of the last conversation with the live chat where I request self-exclusion for the umpteenth time.

Unfortunately, however, the first time I contacted them via live chat, again for the same request, I didn't take photos, because I would never have thought, in all the years I've been playing online, that a casino could behave in this non-serious and illegal manner.

Grazie Sig. Michal, inoltre ho anche gli screenshot dell ultima conversazione con il live chat dove richiedo per l’ennesima volta l ‘ auto esclusione .

purtroppo invece la prima volta che li contattai in live chat , sempre per la stessa richiesta , non ho fatto foto , perché mai avrei pensato , in anni che gioco on Line , che un casino’ possa comportarsi in questa maniera non seria e non legale .

Dear Michal,

The player contacted us with self-exclusion request to the designated email - customercare@dolfwin.com - on 23/10/2024. 

The account was deactivated on 28/10/2024, and the player received confirmation for it on a later date.  

We would like to point out that each request submitted is handled manually hence technical time would be needed to be completed.

The player made no deposits during this period. 

Furthermore, the period in which the account was disabled aligns with our terms and conditions. 

Kind regards,

Dolfwin Casino Team

It was not closed on 10/28/24 as Dolfwin casino claims, because I checked every day and the account was active, they closed it not even a few days ago and only because I opened the dispute here on guru casino, otherwise they would never have processed my request made so many times!

Non è stato chiuso il 28/10/24 come afferma il casinò Dolfwin, perché ho controllato tutti i giorni e L account era attivo , hanno chiuso nemmeno qualche giorno fa e solo perché ho aperto la contestazione qui su guru casino, diversamente non avrebbero mai effettuato la mia richiesta fatta tantissime volte!

Thank you, Dolfwin Casino for the confirmation.

Dear Micia73,

The casino claims you have been sent a confirmation letter about the account closure, can you tell me when exactly did you receive this letter?

Dear Michal, the casino sent a single confirmation email to close my account on November 6th.

Gentile Michal, il casino’ ha inviato una unica mail di conferma di chiusura del mio account il 6 novembre .

attached is the casino email that arrived on November 6th and not October 28th as they say..

in allegato la Mail del casino’ che e’ arrivata il 6 novembre e non il 28 ottobre come loro dicono ..

Dear Dolfwin Casino,

Can you tell me why the player received the confirmation of account closure more than a week later, on the 6th of November?

Dear Michal,

As our specialized team reviews requests manually, given the volume of such, on some rare occasions there can be a delay in informing the players. 

If the player made any login attempts after the date the exclusion request was applied, they would not be able to gain access to their account.

Kind regards,

Dolfwin Casino Team

Dear Dolfwin Casino,

as you can verify for yourself from your computer system I have accessed my casino account several times just to check if you had closed it since you shamefully ignored me despite the numerous emails and live chats requesting self-exclusion! The account has always been active and working and instead only a few days ago it actually appears to have been closed by you, therefore I consider you unreliable, not serious and bordering on fraud since evidently you hoped that I would pay money again and again and again, well aware of my very serious problem of gambling addiction. I consider your behavior very serious and truly harmful towards your players who have exposed a serious pathological problem and the idea of being able to exploit people like us makes you the shame of your sector!

Gentile casino Dolfwin,

come potrete verificare voi stessi dal vostro sistema informatico ho effettuato più e più volte L accesso al mio account sul casinò proprio per verificare se lo aveste chiuso dato che mi avete vergognosamente ignorata nonostante le numerose e-mail e live chat di richiesta di auto esclusione ! L account e’ sempre risultato attivo e funzionante e invece solo da qualche giorno risulta realmente da voi chiuso ,pertanto vi ritengo inaffidabili , poco seri e al limite della truffa dato che evidentemente voi speravate che versassi denaro e ancora e ancora e ancora , ben consapevoli del mio serissimo problema della patologia del gioco d’azzardo . Ritengo gravissimo il vostro comportamento e veramente lesivo nei confronti dei vostri giocatori che hanno esposto un serio problema patologico e l’idea di poter sfruttare persone come noi fa di voi la vergogna del vostro settore !

Dear Micia73,

When exactly did you make the deposit after your self-exclusion request?

Dear Micia73,

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.