1win Casino - Player’s request for account closure is ignored.

Hello, I have a gambling addiction. I have written several times in the chat asking them to close my account, but with no result. They persuade me to keep the account and do not close it. I end up making deposits and losing money, which seems to be the casino's goal – to take our money. I am demanding compensation for my losses because they should have closed my account and restricted access.

Dear xachdanielyan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Hello, thank you for paying attention to the question I raised, so firstly I would like to add that they do not have the exception itself, even if this function exists, they did not inform me about it and give a million reasons for me to stay and continue playing. I want very simple actions to close my account, restrict access forever, not give me the opportunity to reopen the account because I have a gambling addiction, I tell them about it and they tell me that they have a number of advantages, that I will be lucky, in short, they do not close it, but I suffer a financial loss. Therefore, I demand that they close my account and return the funds that I spent after I informed them about it, through their fault I lost money that should not have been lost if they had listened to me and closed my account without the possibility of opening it.

Dear xachdanielyan, each casino has its own method for self-exclusion; some allow requests via chat and email, while others require just email.

Have you submitted your self-exclusion request via email as specified by the casino?

I've reviewed the terms and conditions and here’s what I found:

Should you wish to close your account, please use the available form for self-exclusion requests at account settings or contact our Customer Support via support@1win.xyz. 

When the self-exclusion request is approved by us, you will not be available to reopen your account, to play or make bets or to deposit any money earlier than 6 months after self-exclusion. For the period of self-exclusion, you will only have the option to withdraw money that was in your account before the self-exclusion request was approved.

Hello,

No, in my chat conversations no one tells me that I need to take any steps to close my account, if they don't do it, then why don't they tell me that I need to send an email? You can see a lot in their terms and conditions that don't match, there is no tool in their app or website to self-exclude. In the correct terms and conditions where it should be written, it is not written anywhere, it says that I should inform the support service about this, what I did, the support service is a chat, if nothing, then show me where it says email, what I need to send I didn't see, please look at the screenshot, do you see email?

Dear xachdanielyan, is your casino account currently closed, or is it still active?

Hello.

Yes. Finally close it.

Dear xachdanielyan, when exactly did you request the account closure and when was the account closed?

Is the account closure request you included in your first reply the only one you sent to the casino? If not, could you please forward me the other account closure requests you sent to the casino? My email address is dominika.l@casino.guru.

Dear xachdanielyan,

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.

Hello I am sorry that you did not receive the email that I sent a few days ago could you please check if you received the screenshots that I sent? Because I double checked sent to the exact address that you indicated

They didn't close the account from December 28 to January 14, can you imagine? I write to them about this every day, they don't close it, they write all sorts of nonsense, but they don't write that I need to do this or that, and since I have a gambling addiction, I lose every time I make a deposit. I start writing to them in the chat so that they close the account so that I don't make a deposit next time, but they still don't close it, and so they took all my money, then they closed the account.

Dear xachdanielyan, to address your request for a refund after your account closure, we need to clarify the self-exclusion process. From the screenshot you provided, you mentioned your gambling addiction on January 9, and your account was officially closed on January 14. This timeline is acceptable, as it’s common for account closures to take a few days, especially considering there was a weekend in between.

However, for us to proceed with any refund request, we require a self-exclusion request that explicitly mentions your gambling problem, dated before January 9. If you do not have any self-exclusion requests that were submitted prior to that date, unfortunately, we won't be able to assist you with your refunds.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

this is the specifics of their chat, I wrote to them several times before, let them open access to the chat, I'll show you

Dear xachdanielyan, as I mentioned earlier, we require self-exclusion requests to process any claims for refunds. Since you have indicated that you do not have sufficient evidence of a self-exclusion request mentioning gambling addiction submitted before January 9, we are unable to proceed with your complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

We’ve reopened this complaint at the request of xachdanielyan. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you very much, xachdanielyan, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Dominika Thank you very much for your efforts.

Hello xachdanielyan,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We will provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Dear 1win Casino,

We will be waiting for your reply.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I would like to draw your attention to how they treat gambling addiction and how they treat responsible gaming...

Dear xachdanielyan,

Since the casino did not get back to us regarding your issue, I am forced to close this complaint as unresolved. I’m afraid there is not much that can be achieved without cooperation from their side. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. The casino can reopen the complaint anytime.

We’ve reopened this complaint at the request of 1win Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. I have been asked to share information regarding the player contacting the live chat.

Dear 1win Casino,

Can you tell us exactly what info regarding the live chat conversations you require from the player? Are the screenshots already submitted here in the thread not sufficient for you? Please, be specific about your requirements.

Dear xachdanielyan,

Since the casino did not get back to us regarding your issue, I am forced to close this complaint as unresolved. I’m afraid there is not much that can be achieved without cooperation from their side. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. The casino can reopen the complaint anytime.