1win Casino - Player’s attempts to self-exclude himself have been overlooked.

Ho chiesto più volte tramite chatt e email di chiudermi il conto per ludopatia (ho anche gli screen) e non lo hanno fatto, continuo a pardere...potete aiutarmi? vorrei ricevere l'importo perso indietro...loro non capiscono che avrebbero dovuto bloccarmi il conto!

Dear tony85,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Could you please forward the actual emails showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru.

I have checked the general terms and conditions on the website, and this is what I found (here):

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.

Technical supportsupport@1win.xyz

Security servicesecurity@1win.xyz

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

Thank you very much, tony85, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear tony85,

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

Grazie per il vostro lavoro e spero che io possa ricevere il rimborso visto che non hanno rispettato il loro regolamento su un tema delicato della ludopatia.

Resto in attesa di notizie.

Добрый день!

Аккаунт игрока был заблокирован по его запросу 24 марта.

С уважением, команда 1win.

Dear 1win Casino team,

thank you for your cooperation. May I kindly ask why it was delayed? Based on the evidence from the player, his initial request was 18th of March.

Добрый день!

В данном случае, мы видим, что в период от 18 до 24 марта клиент сделал депозитов на 40 EUR.

Мы готовы вернуть эту сумму на реквизиты пользователя.

С уважением, команда 1win.

Non ricordo l' importo esatto ma non ho effettuato altre ricariche perchè ho terminato i soldi disponibili sul conto e non grazie a voi, se avessi avuto altri soldi disponibili li avrei continuati a perdere grazie alla vostra indifferenza. Se questa è la somma che mi proponete non le ritengo congrua per la vostra mancanza su un tema delicato e importante come la ludopatia, a questo punto mi rivolgerò a un avvocato e vi porterò in tribunale e li vedremo qual è la somma giusta per la vostra negligenza e la mancanza di applicazione dei vostri TA

Dear tony85,

when something like this happens, it is fair to refund deposits made. Usually, we accept when the casino refunds the deposits made since the initial request. If 40EUR is all you managed to deposit after your request, I would recommend you to accept it. Have you managed to deposit more? 

Could you explain what you are suggesting?

Ho chiesto piú volte anche prima della data segnalata nello screen del 18 marzo di voler chiudere il mio conto tramite la loro chatt ma sfortunatamente non ho fatto screen perchè pensavo che lo avrebbero fatto, solo dopo mi sono tutelato facendo screen, non só se per legge loro sono obbligati a tenere tutta la chat in archivio, è possibile richiedere a loro uno storico completo della chat avuta con il casino?

Dear 1win Casino team,

may I kindly ask you to provide us player's transcripts with your chat and transaction history, so we can evaluate them?

Добрый день!

Уважаемый Jozef, отправили письмо с запрошенной информацией на электронную почту.

С уважением, команда 1win.

Dear 1win Casino team,

I can confirm receiving the transaction history, but the chat + email transcripts are missing. Please, could you forward them too?

Добрый день!

Jozef, дополненное письмо отправили на вашу электронную почту.

Приносим извинения за задержку.

С уважением, команда 1win.

Dear tony85,

I can confirm that the casino team provided me with relevant evidence sustaining their claims. Unfortunately, it really looks like they did not receive anything relevant before the 18th of March. Since you do not have any relevant evidence proving your claims, I have no other option than to close your case as 'rejected'. 

Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Although, I am afraid that their decision would be the same. Let me know if you have any questions or require further assistance.

Best regards, Jozef

As per the player's request, I have reopened this complaint. Following the closure of this case, we have discussed the refund offered with both the casino and the player.

"In this case, we see that in the period from March 18 to March 24, the client made deposits of 40 EUR.We are ready to return this amount to the user's details."

I have contacted the casino team, and they have confirmed the validity of the refund. However, there seem to be some communication difficulties, and I kindly ask for the cooperation of the casino team.

Добрый день!

Как и сообщалось, мы готовы вернуть озвученную сумму клиенту. Мы попросили прислать реквизиты криптокошелька для возврата, на что игрок ответил следующее:

"I would not like to receive a refund on the payment method I used to make deposits to your casino.

you already have all my data right?

I await your reply, thank you."

Клиенту необходимо отправить нам реквизиты для возврата средств, как и запрашивалось изначально.

С уважением, команда 1win.

Добрый день.

Уважаемый tony85, просим вас выбрать другой способ для получения возврата денежных средств, например, Perfect Money.

С уважением, команда 1win.

sono ancora in attesa del vostro pagamento.

Добрый день!

Иногда процедура возврата средств занимает время, в ближайшее время мы отправим сумму на указанные реквизиты.

С уважением, команда 1win.

Dear tony85,

Thank you for your patience. Please inform us once you have received it. I am extending the timer by 7 days.

Salve, ad oggi non ho ricevuto nessun rimborso da parte del Casino.... quanto tempo è necessario per inviare un rimborso in un portafoglio cripto? credo che bastino pochi minuti..... vorrei capire perchè il Casino non stà emettendo il rimborso dopo tutto il tempo che gli è stato concesso. Potrei avere una risposta? sono stanco di aspettare!.

Hi Tony85,

Do you have any updates or new information, please?

Salve, nessun aggiornamento, NESSUN PAGAMENTO RICEVUTO!

Dear 1win Casino team,

Can you provide any updates on the refund? Can you please clarify when the player can expect to receive it?

Добрый день!

Уважаемый Тони85,

Подтвердите, пожалуйста, поступление средств.

С уважением, команда 1win.

Dear tony85,

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.

Even if we have assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.