Organize the facts by date and save receipts. Ask for a written reply and a tracking number.
Complaints at DaleWin follow three steps: first the chat with a ticket number, then an email to support@dalewin.com quoting that number, and finally the regulator behind the licence. Each step requires the previous one to be closed. Everything rests on evidence, too, so it is worth keeping it from the very first message.
Complaints: what to keep as evidence
Without material, a complaint becomes your word against theirs. Four things cover almost any case:
- a screenshot of the chat conversation, with the date visible;
- the ticket number the agent gave you;
- the bank or wallet receipt, if money is involved;
- a screenshot of the balance before and after the transaction.
Screenshots are taken in the moment, not later. A closed chat conversation cannot always be recovered afterwards.
How to write a formal claim
The text goes in chronological order and without adjectives. Date, what happened, what you asked for, what they answered.
At the end, one specific request. For example: credit the deposit or release the withdrawal. An email with five mixed complaints, by contrast, gets answered on the easiest one and the others get lost.
If the operator does not answer
The regulator that issued the licence remains. DaleWin works under the Anjouan licence ALSI-202605010-FI1, and that body accepts player complaints.
Keep your expectations clear, though. The procedure is slow and demands all the previous correspondence, so it is meant for big cases, not for a twenty-dollar bonus.
What falls outside a complaint
A self-exclusion is not reversed before its term. Gambling losses are not refunded, and the terms of an accepted bonus are not changed.
Those rules are part of the contract you accept when you register. The terms valid in 2026 are published on DaleWin.
DaleWin frequently asked questions about complaints
Quick answers about the first step, evidence, how to write the email, the regulator and what cannot be claimed.
Where does a complaint start?
In the chat, with the ticket number. Without that step the formal email has nothing to refer to.
Which evidence should I keep?
Chat screenshots with the date, the ticket number and the bank receipt. Also a screenshot of the balance before and after.
How do I write the formal email?
In chronological order, with a single request at the end. A message with several mixed complaints gets answered on the easiest one.
What if the operator does not reply at all?
The regulator of the Anjouan licence remains. The procedure is slow, though, and requires all the previous correspondence.
Can I claim back gambling losses?
No. A self-exclusion is not reversed early either, and the terms of an accepted bonus are not changed.
Gambling for adults 18 and over only. Play responsibly.
Continue to DaleWin
Visit the operator's site to find the support channels for your account.
Go to DaleWin