The player from Azerbaijan, who struggled with a gambling addiction, had self-excluded from 1win Casino but was able to open over 10 new accounts and continue gambling without verification. The player questioned the effectiveness of the casino's self-exclusion policies. The complaint was rejected due to the player's lack of response to our messages and questions, preventing further investigation or resolution.
1win Casino - Player criticizes ineffective self-exclusion policies.
Amount: ??
1win Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
Hi. I am a compulsive gambler I have lost over $80 k to online casinos, about a year ago I decided to self exclude from 1win casino, i emailed support@1win.xyz and security@1win.xyz and a few hours later my account was blocked but my problem is I can still open a new account and gamble. I probably have over 10 accounts with 1win casino and everytime I have zero issues with deposit or withdrawals, these guys do zero account verification. I specifically told them to block my account due to gambling addiction issues but I have been able to open new accounts and lose more money They should work on their self exclusion policies, compulsive gamblers can open limitless number of accounts
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5 months ago
Dear blowfly,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
- Did you specify in that request for how long you wish your account to be suspended and the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Dear blowfly,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
