1win Casino - Player’s attempts to close his account have been overlooked.

Hi the casino is 1win in the list is not there. they ruined me too. I asked for exclusion for gambling addiction .... they answer me that this function is not provided .... I have saved the chats. And I kept losing. I ask for at least the reimbursement of my 900 euros

Dear gianluca,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the T&Cs 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 advise when exactly you first informed the casino about your problem? Have you tried sending the request via email as well?

If there is any other relevant communication between you and the casino, please forward it to  kristina.s@casino.guru.

I will be waiting for your reply patiently.

Best regards,

Kristina

Thank you for your email, gianluca. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Thank you very much gianluca for your reply. 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 gianluca,

I'm taking over your complaint. 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.

Dear 1win Casino team,

Let me ask you some questions.

1. When and how were you informed that the player had a gambling problem or when and how did he ask you for a self-exclusion?
2. How much did he deposit after you learned about his gambling problem?

Hello, dear colleagues.

1. We have received the inquiry on 05.02 at 13:50 (GMT+3)
2. After the letter had been received 2 deposits worth 288 euro were made.

We have already contacted the client to receive required banking / card details for making a refund of the payment after his inquiry had come to our email.

Dear 1win Casino team,

Based on the screenshots provided by the player, he clearly repeatedly asked support to close his account due to a gambling addiction on the 28th and 29th of January. The reply he got was the complete opposite of help or application of responsible gaming tools. This is why he should get a refund of all his deposits from the moment you received the information about his addiction.

Hello, dear colleagues.

We agree with the above mentioned information. Our team will make a refund of all deposited funds made by the user.

Thank you 1win Casino team for your reply.

Dear Gianluca,

Please let me know when you get all your deposits back.

Dear 1win Casino team,

What is the status of the refund?

Dear 1win Casino team,

What are the available payment methods to refund Gianluca? Is it possible to make the refund in EUR or BTC?

Good afternoon, colleagues! 

Transferring funds to the bank card provided. 

Part of the transactions have been successfully transferred and the rest will arrive shortly. 

Thank you 1win Casino team for the update.

Dear Gianluca,

Please let me know when you receive the full refund.

Hi Gianluca,

What is the status of your withdrawals?

We received information from Gianluca by email that the €1400 is still missing.

Dear 1win Casino team,

What is the status of the refund?

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.

Dear Gianluca,

I’m afraid the casino won't be responding. Unfortunately, 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

Based on the following email from Gianluca: "Peter mi hanno rimborsato tutto 1win casinò. Per correttezza puoi scrivere caso risolto. Grazieeeeeeeee", we will change the status of the complaint to "resolved".

Thank you Gianluca for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter