Dolfwin Casino - Os ganhos do jogador confiscados, contestam apostas não autorizadas.

I won 5215EUR and i made a withdraw request (5215eur, then i waited about 36hours and they cancelled my withdraw and said they have maxinum limit 5000eur per week. That was fine, i made another withdraw request 5000eur. Then i waited almost 96 hours and they cancelled my withdraw without saying any reason. I asked from live support whats going on and they said that i should do another withdraw request and they will send email from their KYC team and i should answer quickly. I got email where they requested selfie with my ID. I sent it and made withdraw request. Then i waited about 64 hours just to see my account has 0,11e money left. I can see from my betting history that withdraw was cancelled and money was played with some 360eur bonus buys and huge amount of 100e single bets. 

I didnt do that. I sent couple of emails telling this case and i got answers like "you should double check your betting history" and "withdraw was cancelled, which means it was made by you". I requested they to check my ip addresses to proof that it wasnt me,

but they answered absolutely nothing about that question.

Dear zeiv7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dolfwin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do you have access to your casino account currently?
• Could you please forward the player's history and the authorization journal (logs showing from which IP addresses players accessing their accounts?
• Could you please send me your correspondence with the casino regarding the issue? My email is tomas@casino.guru

I apologize, but if your login has been compromised, there is limited action that we can take. Regrettably, cyber crimes are becoming increasingly common, and our best advice to all players is to exercise additional caution concerning suspicious emails and safeguarding their login details.

Thank you very much in advance for your reply.

Best regards,

Tomas

I sent you an email. I had access to my account for a long time after the incident, but now they have closed my account.

Lähetin sinulle sähköpostia. Minulla oli pitkään pääsy tililleni tapahtuman jälkeen, mutta nyt he ovat sulkeneet tilini.

Thanks for your email. I looked at the screenshots of your bet history, but there seem to be only bets of a single gameplay session from 22:30 to 23:04 on January 3rd.

Have you intended to send other screenshots as well?

Did the casino explain why they closed your account?

I forgot to take one screenshot. That session (January 3rd at 22:30-23:04) was not done by me. I sent a screenshot of the session I played. The casino has not told me why they closed my account.

Unohdin yhden kuvankaappauksen. Tuo sessio (3. tammikuuta klo 22.30-23.04) ei ole tehty toimestani. Lähetin pelaamastani sessiosta kuvankaappauksen. Kasino ei ole kertonut miksi sulkivat tilini.

I checked the screenshots, but there is no indication the bets were made by anybody else.

Please understand the player is ultimately responsible for their account, casino balance, and all bets taking place.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.