The player from Italy has been trying to close the account due to a gambling problem. Unfortunately, all the inquiries were ignored. Although it seemed like the case had been resolved considering the overall context, since we did not receive confirmation from the player, we had no choice but to reject this complaint.
1win Casino - Player’s attempts to self-exclude himself have been overlooked.
Amount: €98
1win Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I have asked several times via chat and email to close my account for gambling addiction (I also have screens) and they haven't done it, I keep on stopping... can you help me? I would like to receive the lost amount back...they don't understand that they should have blocked my account!
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1 year ago
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
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1 year ago
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.
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1 year ago
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.
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1 year ago
Translation
Thank you for your work and I hope that I can receive a refund since they have not complied with their regulation on a delicate issue of gambling addiction.
I'm waiting for news.
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1 year ago
Translation
Good afternoon
The player's account was blocked at his request on March 24.
Sincerely, 1win team.
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1 year ago
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.
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1 year ago
Translation
Good afternoon
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.
Sincerely, 1win team.
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1 year ago
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I don't remember the exact amount but I didn't make any other top-ups because I ran out of money in my account and not thanks to you, if I had had more money available I would have continued to lose it thanks to your indifference. If this is the sum that you propose to me, I do not consider it appropriate due to your failure to deal with a delicate and important issue such as gambling addiction, at this point I will contact a lawyer and I will take you to court and we will see them what is the right sum for your negligence and lack of enforcement of your TA
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1 year ago
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?
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1 year ago
Translation
I asked several times even before the date indicated in the screen of March 18th to want to close my account through their chat but unfortunately I didn't screen because I thought they would do it, only after I protected myself by screen, not sure if by law they are obliged to keep all the chat on file, is it possible to ask them for a complete history of the chat they had with the casino?
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1 year ago
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?
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1 year ago
Translation
Good afternoon
Dear Jozef, sent an email with the requested information.
Sincerely, 1win team.
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1 year ago
Dear 1win Casino team,
I can confirm receiving the transaction history, but the chat + email transcripts are missing. Please, could you forward them too?
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1 year ago
Translation
Good afternoon
Jozef, an updated letter was sent to your email.
We apologize for the delay.
Sincerely, 1win team.
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1 year ago
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
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1 year ago
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.
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1 year ago
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Good afternoon
As reported, we are ready to return the announced amount to the client. We asked to send the details of the crypto wallet for a refund, to which the player replied as follows:
"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."
The client needs to send us the details for the refund, as originally requested.
Sincerely, 1win team.
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1 year ago
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Good afternoon.
Dear tony85, Please choose another method to receive your refund, such as Perfect Money.
Sincerely, 1win team.
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1 year ago
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Good afternoon
Sometimes the refund procedure takes time, in the near future we will send the amount to the specified details.
Sincerely, 1win team.
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1 year ago
Dear tony85,
Thank you for your patience. Please inform us once you have received it. I am extending the timer by 7 days.
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1 year ago
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Hi, I have not received any refunds from the Casino to date....how long does it take to send a refund to a crypto wallet? I think it takes just a few minutes..... I would like to understand why the Casino is not issuing the refund after all the time it has been granted. May I have an answer? I'm tired of waiting!.
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1 year ago
Dear 1win Casino team,
Can you provide any updates on the refund? Can you please clarify when the player can expect to receive it?
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1 year ago
Translation
Good afternoon
Dear Tony85,
Please confirm receipt of funds.
Sincerely, 1win team.
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