Dolfwin Casino - Zahtev igrača za zatvaranje naloga je ignorisan.

I am making a complaint regarding Dolfwin’s failure to close my account after I explicitly requested that it be closed.

On 5 December 2025, I contacted Dolfwin Customer Support through live chat and clearly stated "Close this account." I have a dated screenshot showing this request. The Dolfwin representative acknowledged my request and asked me to provide the reason I wished to delete my account.

Despite this, my account was not closed and remained operational. I was subsequently able to continue depositing and gambling for many months.

In August 2026, after discovering that my account was still open, I contacted Dolfwin again. I again requested closure and explained to their live-chat representative that I wanted the account closed because I was spending too much money.

Despite telling them this, my account remained accessible. During the conversation I was also offered a €10 no-deposit casino bonus. I made it clear that I was not looking for a bonus and that I was making a formal complaint regarding their failure to action my previous closure request.

Dolfwin instructed me to submit the complaint by email, which I did. In writing, I again explicitly requested that my account be closed/restricted immediately and asked Dolfwin to confirm this had been done.

Despite these repeated requests, my account continued to remain accessible. I have dated screenshots showing this.

Furthermore, after I had told Dolfwin that I was spending too much money and requested immediate closure/restriction, Dolfwin sent me a promotional gambling email encouraging me to deposit money and offering deposit bonuses and free spins. I also reported this to Dolfwin as part of my formal complaint.

I have not received a substantive response to my complaint.

I have been able to access only part of my transaction history. The history available to me goes back only to approximately May 2026, despite my documented closure request being from December 2025.

The €710 disputed amount entered on this complaint is therefore a provisional minimum only. It represents approved deposits I have currently been able to document from the limited transaction records available to me. The actual amount deposited and lost after my December 2025 closure request may be substantially higher.

I am asking Dolfwin to provide my complete deposit and withdrawal history from 5 December 2025 onwards, together with the relevant account/chat records, so that my exact net losses following the closure request can be established.

I am requesting reimbursement of my full net gambling losses incurred after my documented account closure request on 5 December 2025, rather than limiting my claim to the provisional €710 figure.

I am also requesting an explanation of why my account was not closed following my original request and confirmation that the account has now been permanently closed/restricted and that gambling marketing has ceased.

I can provide screenshots of the original December 2025 closure request, my recent conversations with Dolfwin, my formal complaint emails, continued access to the account, the promotional gambling email and the available transaction history.

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Dear Antoaob,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I have responded via email

Thank you for your email.

I have reviewed your conversations with customer support, and although you requested the closure of your account in December 2025, you stated that your reason for doing so was that you were spending too much money. While we understand the concern behind this request, this statement alone does not explicitly indicate that you were experiencing gambling addiction or gambling-related harm.

Please note that we can request a refund on the basis of failed self-exclusion only when the player clearly informs the casino that they are experiencing gambling addiction or gambling-related harm and requests self-exclusion on that basis, but the casino fails to take appropriate action despite being aware of the player's situation.

In your case, the evidence provided does not establish that the casino was aware of a gambling problem at the time of your account closure request. Therefore, we are unable to request a refund of the subsequent losses.

What we can do, however, is guide you through the appropriate self-exclusion procedure. If you would like to exclude yourself from the casino due to gambling-related harm, please let me know, and I will explain the next steps.

Thank you for your understanding.

Thank you for reviewing the evidence.

I understand the distinction you have made regarding self-exclusion. However, I would like one point clarified before this complaint is closed.

You have confirmed that in December 2025 I asked Dolfwin to close my account and told customer support that the reason was that I was spending too much money.

I appreciate that I did not use the specific words "gambling addiction" or "self-exclusion". However, I had explicitly identified excessive spending as the reason I wanted my gambling account closed. Dolfwin nevertheless allowed the account to remain open and continued accepting deposits.

Could you please clarify whether Casino Guru’s position is that a casino has no responsible-gambling obligation whatsoever when a customer asks for their gambling account to be closed because they are spending too much money, unless that customer specifically uses terminology such as "gambling addiction", "gambling-related harm" or "self-exclusion"?

I would also appreciate confirmation as to whether this conclusion is based solely on Casino Guru’s complaint/refund policy, rather than a determination that Dolfwin complied with all obligations imposed by its licence and applicable responsible-gambling rules.

I would like this clarification recorded on the complaint before it is closed.

Dear Antoaob,

Thank you for your response.

To clarify, our position is not that a casino has no responsible gambling obligations whenever a player asks for their account to be closed because they are spending too much money. Casinos may have their own responsible gambling procedures and obligations under the terms of their licence, and we are not making a general determination that Dolfwin complied with every such obligation in this case.

However, Casino Guru’s role in this complaint is to assess the case under the criteria and policies applicable to our complaint resolution process, including the circumstances in which we can request a refund of gambling losses.

For a refund based on failed self-exclusion, we require clear evidence that the player informed the casino that they were experiencing gambling addiction or gambling-related harm and requested self-exclusion on that basis. A general account-closure request, including a statement that the player was spending too much money, does not by itself meet this threshold.

We therefore acknowledge that you requested your account to be closed in December 2025 and that the casino did not action that request. However, based on the evidence provided, we cannot establish that Dolfwin was informed at that time that you were experiencing gambling addiction or gambling-related harm. Consequently, we cannot request reimbursement of the subsequent losses under our failed self-exclusion policy.

This does not constitute a legal or regulatory finding that Dolfwin complied with all obligations applicable to it. Rather, it means that the circumstances evidenced in this complaint do not meet the criteria under which Casino Guru can pursue a refund of the losses.

If you believe that Dolfwin breached any obligations imposed by its licence or applicable responsible gambling regulations, you may wish to raise the matter directly with the relevant licensing authority, which is the appropriate body to assess potential regulatory breaches. You may submit your complaint via the form in the license validator.

Hi Veronika,

Thank you for clarifying Casino Guru’s position.

Following your advice, I have now submitted a formal written complaint directly to Dolfwin / Admiral Entertainment Limited concerning the failure to action my December 2025 account-closure request and requesting reimbursement of the subsequent net losses.

I have also requested my complete transaction history from 5 December 2025 onwards, as the €710 currently shown in this complaint is only a provisional minimum based on the records that were available to me.

I can also confirm that my Dolfwin account has now finally been blocked.

I intend to pursue the matter through the operator’s formal complaints procedure and, if it is not satisfactorily resolved, through the appropriate ADR/licensing channels.

Please keep this complaint record open or place it into the appropriate waiting status while that process is ongoing. I will update you when Dolfwin provides its formal response.

Thank you

Dear Antoaob,

Thank you for the update. As explained above, we have reviewed the evidence you provided and determined that the circumstances do not meet the criteria under which we can request reimbursement of gambling losses on the basis of failed self-exclusion.

We have therefore provided you with our position on the matter, and there is no further action we can take within our complaint resolution process. The fact that you are pursuing the matter through a separate formal or regulatory procedure is not a reason for us to keep the Casino Guru complaint open or place it on hold.

You are, of course, free to continue with the formal complaint procedure with Dolfwin and to contact the relevant ADR or licensing authority if you believe the operator has breached its regulatory obligations. Those bodies can assess matters that fall outside the scope of our complaint resolution process.

As our position has already been explained and there is no new information that would change our assessment, we will now close the complaint.

We wish you the best with your further proceedings.

Best regards

Veronika

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