Dolfwin Casino - La chiusura dell'account del giocatore è stata posticipata.

I requested self-exclusion and they're asking me to complete KYC. It's been many days now, and I'm trying not to gamble, but while I'm getting the documents, THEY WON'T CLOSE MY ACCOUNT. This is the first time a casino has asked for documentation after a self-exclusion request. I want my account closed and my money back. Many days passed before they replied to my email, and now they're asking for documentation.

Solicité la autoexclusión y me piden pasar el KYC. Hace muchos días ya, estoy intentando no jugar pero mientras consigo los documentos NO ME CIERRAN LA CUENTA. Primera vez que un casino te pide documentación ante una solicitud de autoexclusión. Quiero que me cierren la cuenta y me devuelvan el dinero. Pasaron muchos días hasta que me respondieron el correo y ahora me piden documentación.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear sofiagarcia21,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"1.1. Self-Exclusion

- You have the option to self-exclude yourself from Dolfwin.

- To self-exclude send an email to customer service at [email protected]

- Please allow us up to 10 business days for actioning self-exclusion requests

- To revoke a self-exclusion restriction, you may contact Customer Support.

- We reserve the right to refuse to reactivate your account following a self-exclusion request, at our discretion."

To better understand your case, could you please clarify a few points?

• Did you also try to contact support through the email mentioned regarding your self-exclusion?
• Could you please send me a copy of your self-exclusion request at [email protected]?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello, yes, I've been writing to you via that email for a month now, but you're asking for documents instead of closing my account. I want it closed immediately; I don't understand why I have to complete KYC.

Hola, si, hace un mes que les escribo por ese correo pero me piden documentos en vez de cerrar mi cuenta. Quiero me la cierren ya, no entiendo porque tengo que pasar el KYC.

Dear sofiagarcia21,

Thank you for your reply.

I’m sorry, but I am unable to locate the email containing the documents you sent me.

Could you please let me know which email address you used to send the documents? Alternatively, could you please resend them to [email protected]?

I apologize for the inconvenience and thank you very much for your cooperation.

Karla M.

Sent, [email protected]

Enviado, [email protected]

Today I was able to deposit another €1400. Please help me, I need to close the account.

Hoy he podido volver a depositar 1400€ porfavor, ayudarme, necesito cerrar la cuenta.

August 20, 2026: Dolfwin responded to my request, but instead of proceeding with the account closure, they asked me to provide documentation to complete a KYC process, including proof of address, bank statement, insurance and tax documentation.

I want to clarify that I did not refuse to provide the documentation. The reason I couldn't send it immediately is that from August 20th to September 20th, 2026, I will be traveling and won't have access to those documents, as they are stored on my computer and I won't have it while traveling.

My intention in requesting self-exclusion was to be able to stop gambling, but the account remained open while I was unable to access the requested documentation.

On September 11, 2026, I had a gambling episode and deposited and bet €1,400 into the account. At that moment, I realized the seriousness of the situation and urgently requested that my account be closed.

Therefore, I need it to be noted that the account remained fully operational and allowed deposits and bets to be made, even though I had previously requested self-exclusion due to gambling addiction.

I'm not trying to hide the fact that I eventually started playing again. I'm explaining this precisely because it demonstrates why I requested self-exclusion in the first place and why I consider it particularly serious that my account remained open.

I'm going to post the email screenshots again; if you can hide them because my personal information is visible, I'd appreciate it.

20 de agosto de 2026: Dolfwin respondió a mi solicitud, pero en lugar de proceder al cierre de la cuenta, me pidió que aportara documentación para completar un proceso KYC, incluyendo justificante de domicilio, extracto bancario, seguros y documentación fiscal.

Quiero aclarar que no me negué a aportar la documentación. El motivo por el que no pude enviarla inmediatamente es que desde el 20 de agosto hasta el 20 de septiembre de 2026 me encuentro viajando y no tengo acceso a esos documentos, ya que los tengo almacenados en mi ordenador y no dispongo de él durante el viaje.

Mi intención al solicitar la autoexclusión era poder dejar de jugar, pero la cuenta permaneció abierta mientras yo no podía acceder a la documentación solicitada.

El 11 de septiembre de 2026 tuve un episodio de juego compulsivo y volví a depositar y apostar 1.400 € en la cuenta. En ese momento fui consciente de la gravedad de la situación y volví a solicitar urgentemente que me cerraran la cuenta.

Por eso necesito que se tenga en cuenta que la cuenta continuaba plenamente operativa y permitía realizar depósitos y apuestas, a pesar de que yo había solicitado previamente la autoexclusión por adicción al juego.

No pretendo ocultar que finalmente volví a jugar. Precisamente lo explico porque demuestra por qué solicité la autoexclusión en primer lugar y por qué considero especialmente grave que mi cuenta siguiera abierta.

Voy a dejar de nuevo las capturas de los correos, si podéis ocultarla porque se ven mis datos os lo agradezco

I made another deposit today, and it's been terrible. I need my account closed. After investigating, I see that I requested self-exclusion on August 7th and didn't log back into the casino until the 20th, which is more than enough time for the casino to close my account. I've attached screenshots of the transactions.

He vuelto a depositar en el día de hoy, está siendo terrible. Necesito que me cierren la cuenta. Después de investigar veo que yo solicité el día 7 de agosto al autoexlcouison y no volví a entrar en el casino hasta el día 20, es decir suficiente tiempo como para que el casino me cerrar la cuenta. Dejo aquí las capturas de las transacciones

I appreciate you updating the amount to 2800, as I just provided the evidence in the previous message.

Agradezco que actualicéis el importe por 2800 que justo he aportado las pruebas en el mensaje anterior

My partner just installed Gamban on the device I use to play, but I still want my account closed and my deposits refunded.

Mi pareja me acaba de instalar Gamban en el dispositivo que uso para jugar, pero aún así quiero el cierre de mi cuenta y la devolución de mis depósitos.

Latest update: I managed to get a bank statement from the other side of the world to send to the casino. However, there are several things I consider negligence. First, they say they process self-exclusion within 10 business days. I requested it on August 7th, which is exactly 9 business days, until I received a response from the casino. Instead of protecting me and at least blocking my deposits until I passed KYC, they let me continue playing. But if they say the processing time is 10 days, why did they ask for more documentation on the 9th day, and why did the counter reset to zero? They said that once they have the documents, they would start counting 7 business days again until the account is closed. If you look at the statements, you'll see I was monitoring my activity during the 10-day self-exclusion period they gave me. It wasn't until August 20th that I played again, and to my surprise, they had given me a €250 casino bonus, which was available in my account. I also have proof. All of this demonstrates that the casino only intended to delay my self-exclusion so that I would continue gambling, since unfortunately, I had previously lost a LOT of money at this casino. As you can see in the screenshot, it's a no-deposit bonus; in other words, they gave it to me to tempt me after I requested self-exclusion. Which I find very suspicious.

Última actualización: he conseguido, llamando al banco que me ayuden para sacar un extracto desde el otro lugar del mundo donde me encuentro para enviarlo al casino. Pero aquí hay varias cosas que considero negligencia. En primer lugar que ellos dicen que en un plazo de 10 días laborables procesan la autoexclusión: la solicité el día 7 de agosto que son justo 9 días laborables hasta que conseguí la respuesta del casino, donde en vez de protegerme y almenos bloquearme los depósitos hasta pasar KYC me dejaron seguir jugando. Pero, si ellos dicen que el plazo de proceso es de 10 días porque al 9 me piden más documentación y el contador se vuelve a poner a 0? Tal i como ellos dicen una vez que tengan los documentos volverán a empezar a contar 7 días laborables hasta el cierre de cuenta. Si veis los extractos yo estuve controlándome durante los 10 días de plazo que dan ellos de autoexclusión. No fue hasta el 20 de agosto que volví a jugar y además, mi sorpresa fue que me he habían dado, 250€ en bono de casino que estaba dispuesto en mi cuenta. Aportó pruebas también. Todo esto demuestra que el casino solo tenía intención de retrasar mi autoexclusión para que siguiera apostando ya que por desgracia he perdido anteriormente MUCHO dinero en este casino . Como veis en la captura es un No depósito bonus, es decir, me lo dieron para tentarme después de que yo solicitara la autoexclusión. Lo que me parece muy fuerte

Hello sofiagarcia21,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Even though I've already sent the documents and two more emails requesting self-exclusion, they keep sending messages.

Aún yo habido enviado los documentos, y enviado dos correos más pidiendo la autoexclusión ellos siguen enviando mensajes

As of September 19th, having requested self-exclusion on August 7th, I can still log in and place bets. I need this to stop now.

A día 19/09 habiendo pedido la autoexclusión el 7/08 sigo pudiendo entrar y apostar. Necesito que esto pare ya.

Attached is the latest update. I can't place any more bets because I've set up a parental control system supervised by my partner. A few days ago I mentioned I had set up Gamblan, but it was too easy for me to remove. Here's the final breakdown of deposits made: They total €4,192 in approved deposits (29 deposits between August 20th and September 20th).

Breakdown by day:

• 20/9: €842

• 19/9: €65

• 16/9: €485

• 13/9: €420

• 11/9: €1,680

• 30/8: €460

• 20/8: €240

I haven't included the failed deposits or the canceled one. I'm also attaching screenshots. I hope this can be resolved soon because now I don't even have enough money for food. All because of this casino's negligence.

Adjunto última actualización. En principio no puedo apostar más porque me he puesto un sistema de bloqueo infantil supervisado por mi pareja. Hace unos días comenté que había puesto gamblan pero fue demasiado sencillo quitarlo para mí. Dejo desglose final de los depósitos realizados: Suman 4.192 € en ingresos aprobados (29 ingresos entre el 20/8 y el 20/9).

Desglose por día:

• 20/9: 842 €

• 19/9: 65 €

• 16/9: 485 €

• 13/9: 420 €

• 11/9: 1.680 €

• 30/8: 460 €

• 20/8: 240 €

No he contado los ingresos fallados ni el cancelado. Aporto también las capturas, espero que estoy se pueda solucionar pronto porque ahora no tengo dinero ni para comer. Todo por una negligencia de este casino.

Here I contribute new communications

Aquí aporto nuevas comunicaciones

Dear sofiagarcia21,

Thank you very much for your patience and for providing the additional information.

Unfortunately, I am still unable to locate the email containing your original self-exclusion request. As you stated that your first request was sent on August 7, could you please post a screenshot of this original request directly here in the complaint thread, with the date of sending and the full wording of your email clearly visible?

I would also like to clarify the important difference between account closure and self-exclusion.

A standard account closure is generally a straightforward request and does not necessarily prevent the account from being reopened. The casino may also attempt to retain the player by offering bonuses or other promotional benefits.

Self-exclusion due to gambling problems, on the other hand, carries significantly different implications. When a player clearly informs the casino about a gambling problem and requests self-exclusion on this basis, the casino is expected to take appropriate measures to prevent further gambling.

For this reason, it is very important for us to see the exact wording of your original request from August 7 and determine whether you requested a standard account closure or clearly informed the casino that you wished to self-exclude due to gambling-related problems.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.