1win Casino - Player’s complaining about overall casino experience.

The thing is, I already made several withdrawals from the 1win game and many of them did not enter my account, on the contrary. I returned the money I had withdrawn to the game itself and due to addiction I always ended up losing, it didn't happen to me once or twice, that often. The same deposit, I would withdraw and the money disappeared, I had to talk to them to at least get the money in. In relation to the bonuses, they always say that there is a percentage that has already lost about 8 thousand reais and so far it was only 138.00. I spoke to one of the employees (who has nothing to do with it, it's his job). I spoke with one of them and he sent me an email to be able to resolve this situation and so far I have not had any response. I sent a message, explained my situation, sent the prints and nothing, I want to see with you if you can please help me in this situation with 1 WIN.

Dear raquelganha89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please advise f you informed the casino about your gambling addiction?

Are there any funds being held by the casino?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings 1win Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@1win.xyz (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear raquelganha89,

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.

Unfortunately, we’re rejecting 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.