1win Casino - Player is struggling to self-exclude from casino.

Hi. I have a problem with 1win casino. I'm a sick person. I have a problem with gambling. I have requested to block my account more than 50 times. But no one answers me. First I wrote in the chat. They asked me to fill out the form, but nothing happened afterwards. I called them more than 100 times and said I was sick. Please block my account. But in the end they only offered me VIP status and a personal manager. After 100 attempts (calls, letters, online chat) I started trying to change my email to change my password and never restore it again. But no one answered me either. I sent a lot of letters and applications. But every time they ask to do it all over again and just ignore me. Since I asked to block me for the first time, I lost about 1000€. Because they can't block me. Please help me

I have more than 100 screenshots with proofs. But I can’t load more than 5

Dear Merser666,

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

When exactly did you request self-exclusion for the first time in 1win Casino? Could you please forward me the first self-exclusion request you sent? My email address is veronika.l@casino.guru.

Have you received any replies from the casino to any of your emails requesting self-exclusion?

Could you kindly specify if you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika

My first attempt to make self-restraint was on March 28. I've been chatting more than 10 times. But in the end I got the same answer. "We'll hand it over to the relevant department" And nothing happened. My first email was also sent on March 28. But no one answered me. Every day I wrote in the chat, and I was told the same thing. "Send the application again and it will be checked" In total, this lasts more than half a year. And every time I lose money, they don't want to answer me. Unfortunately, I can't open the chat for March-June. They deleted the chat. I passed KYS 2 times using Telegram and Phone call.

I sent all proofs to your email

Thanks Veronika

Thank you for your email. However, in the message you provided, you did not specify that you wished to self-exclude due to gambling problems or gambling addiction. You simply stated that you wanted to block your account because you had a "problem with the casino." Please understand that we can request the casino to refund your lost deposits only in cases where you explicitly mention gambling problems. Do you have any other self-exclusion requests you sent to 1win where you specified addiction?

Hi Veronika

I sent you a new proofs. I asked about self restraint and problems with gambling.

Thank you

I also have a lot of evidence in the chat. But they deleted it, or I can't see the story for more than a month.

Could you please forward me the emails you sent to the casino on May 5, not only their screenshots? Has the casino replied to this email?

Hi Veronika

Done. Forwarded

No, I didn’t get answer or any replies

Thank you very much, Merser666, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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 in the near future.

Dear Merser666,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Добрый день!

В данный момент Ваша учетная запись закрыта по Вашей просьбе.

С уважением, команда 1win.

I would like to ask you to return me at least some of the deposits. Because casino support has ignored me for more than 5 months. Due to the fact that no one answered me, I lost more than 5 thousand euros. I'm addicted to gambling and I couldn't control it. Thanks

Hello Merser666,

We would like to update you that due to Jozef, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jozef has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jozef will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1win Casino team,

Could you please explain why the closure of this account was delayed? When a player requests account closure due to a gambling problem, the account should be self-excluded immediately.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received further response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Merser666,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. Please note that this complaint will have an impact on their safety index on our website.

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear 1win Casino team, 

Could you provide some context for the situation, please?

I also want to add that today the casino sent me an email with a bonus offer. Although I wrote to them that I have an addiction.

Добрый день!

Пользователь обращался и запрашивал блокировку аккаунта с почты, которая не привязана к игровому аккаунту. Тем самым мы не могли идентифицировать владельца аккаунта. 

При каждом обращении игрок был информирован о необходимости обратиться именно с почты, указанной при регистрации аккаунта.

С уважением, команда 1win.

That's not true. The casino is brazenly trying to deceive everyone. I sent requests for blocking an infinite number of times (from the mail, in the chat, in the messages to the manager, and also called several times) Once I received a message from the casino about the "incorrect mail". BUT it was the correct mail. Gmail adds a dot itself. I also tried to explain it to 1win. But no one listened to me. After that, I was ignored for 3 months. Not trying to help me. And I was losing more and more money. I also tried to change the mailing address. But I was also ignored for more than 3 months. There is also all the evidence… And the manager tried to offer me idiotic bonuses instead of blocking. I sent all the evidence and correspondence to Joseph's email. I also attached it here. I can't upload more than 3 photos to the site. Please check your email. Subject of the letter "Merser666 proofs"

Please leave my screenshots confidentially

Thank you, Joseph

I also want to add that this is the only letter they replied to (out of hundreds Regarding self-restriction) im also sent the proofs. I also have a lot of evidence that they refused to change the email. And they just ignored me. I can send it if necessary

Dear 1win Casino team,

First of all, I kindly request that you stop any marketing promotions directed toward the player.

Second, while this information is new to me, I have verified that the player is indeed correct. According to the information provided here: Google Support, the player was contacting you from his email address, and I believe you should have taken action.I tested it on mail email address with Google and it worked exactly as player states.

I understand that this might have come as a surprise, but this information is easily accessible with a simple Google search. Therefore, may I kindly ask you to react and reevaluate?

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Добрый день!

Приносим свои глубочайшие извинения за доставленные неудобства. Из-за возникшего недопонимания аккаунт, к сожалению, не был заблокирован при вашем первом обращении. Просим вас предоставить реквизиты для компенсации убытка в размере 5000 EUR. 

С уважением, команда 1win.

Dear Merser666,

I am very glad to see this. Could you please confirm once you receive the payment?

Hi Jozef.

I'll let you know as soon as the money is credited to my account. Nothing so far. Still waiting

thank you

Dear Merser666,

are there any news?

Hi Jozef

Still nothing. I am waiting…

Добрый день!

Денежные средства были отправлены, проверьте, пожалуйста, поступление.

https://tronscan.org/#/transaction/864b0a5d9022d9c05210350f47e5d7815ec6222e514dde158fa62ea3b1fc5bcd

С уважением, команда 1win.

Hi Jozef and 1win

I just got 5500 USDT. I confirm receipt. Thank you all very much for your help, as well as the resolution of this issue.

I'm really grateful and grateful. It's been 2 months since I played casino. I consider it my victory. Thanks again

Dear Merser666,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, Jozef