1win Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Dal momento che non vorrei più avere a che fare con il mondo del bet, e vorrei autoscludermi chiudendo l'account su 1win, chiedo gentilmente se qualcuno può aiutarmi, in quanto loro continuano a rifiutare la richiesta di chiusura.

per me è importante, visto che tenendo il tutto aperto sono sempre tentato a giocare, chiedo gentilmente davvero di un aiuto dalle vostre parti

Dear Michele,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is kristina.s@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found (here):

"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."

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,

Kristina

Hello!

21/05/2022 account was blocked at the request of the player himself.

After this 21/05/2022 user wrote a request to our email address: "I have one bet active can you momentanly unblock my account? My email is Mich***12@gmail.com"

The account was unblocked at the request of the player and there were no further requests. Can I ask to close the complaint? 

Regards, 1win team!

Hello everyone,

Thank you 1win Casino team for your reply.

Michele, we are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.