1win Casino - Casino ignored the player's requests to close his account.

Hi, I talked to those of 1win since I created an account but since I suffer from gambling addiction I want to close the account ... These from 1win tell me that the only way to be able to close the account is to wait 3 months without making any movements type (withdrawals, deposits etc ...), but frankly I do not think it right not to give the possibility to a person who maybe suffers from gambling addiction (like me) to be able to close the account, so I sincerely hope you can help me, thanks in advance. Below I am attaching the screenshots of the Instagram chat with the casino in question.

Dear Raffaele,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

"Self-exclusion from the game

Should you wish to close your 1win account, please contact our Customer Support. In the majority of cases, there will be the option for you to reopen your account. However, should you request a permanent closure, then we shall honour this request in all circumstances and reopening shall not be permitted."

Could you, please, forward me the self-exclusion requests which you sent to the casino? Do I understand correctly that you still have access to your account?

Also, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru together with your self-exclusion request.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina, I have already sent the screenshots of the Instagram chat between me and the casino and I assure you that even by talking to them from the official website of the casino the response from them will always be the same. Anyway now I send you the screenshots

Thank you very much Raffaele for your reply. Did you make any deposits after informing the casino about your problem?

No no, luckily I resisted, but I want them to close my account immediately before it's too late.

Thank you very much Raffaele for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Raffaele,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite 1win Casino to the conversation to participate in the resolution of this complaint.

Sorry for the insistence, but how did it end? I would like to get rid of this thought as soon as possible because it is tormenting me.

We would like to ask 1win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Raffaele,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We’ve reopened this complaint as per the casino's request. The casino stated that the player's account was "completely blocked".

Dear Raffaele,

Can you confirm this? Have you lost any money in this casino in the meantime?

Since we haven't received any reply from the player and his account was blocked and he never lost any money, we are rejecting the complaint.