1win Casino - Player’s self-exclusion request has been ignored.

I have requested a withdrawal 10 times and it has always been declined. I am a certified gambling addict and have lost 20,000 euros in 4 months. I have repeatedly asked for my gaming account to be closed, but nobody has done it. I am asking for a refund of this amount.

Hello tudadilon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hi Nick, I explicitly said that I am addicted and I suffer from pathological addiction and they told me to get assistance, I did and they gave me bonuses for always playing. Self-exclusion I have always asked for self-exclusion and on 1win this is not available because they have to make you play

Hello tudadilon,

Can you please forward your initial self-exclusion request which you sent to the casino to nikolas.b@casino.guru? How much exactly did you deposit into the casino since?

Hi nick I don't have the screen or photo of my request because the request on 1 win is made via chat and they don't do it via email, in 1 year I deposited €37,840

Since then I have deposited €12,570

Hello tudadilon,

Unfortunately, without any evidence you asking for the exclusion and when exactly, there is basically nothing we can do. Is your account currently still open? If not, please be sure to request for exclusion as soon as possible and create a proof of it (also in the future with any online casino).

Dear tudadilon,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.