1win Casino - Player struggles to activate self-exclusion.

Hello, I'm reaching out for assistance because I requested self-exclusion from the casino due to the fact that gambling is causing me some issues and I decided to self-exclude from my accounts. When I contacted their online support, they provided an email address and mentioned that the request should be made through that channel.

I've sent multiple emails to that address and to the support address, and it's been weeks without any reply (other than an email confirming receipt of my request).

What's really troubling is that they called me yesterday to congratulate me for being a VIP customer and to offer all sorts of advice and benefits. When I mentioned my request, they did not pay any attention and instead offered me coupons for free games.

I believe if someone responsibly requests to self-exclude from the casino, they should promptly attend to the request and not encourage gambling in potential players who may develop an addiction.

These are critical tools for responsible gaming.

Dear hbarzelatto55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Hello, when contact live suppprt they tols me to send the info to the security email and povide me the address. (I do not have print screen of the chat as the history is not been save)

I have sent ylu the info to you email.

Thak you very much

Hello, as a note, I contacted online customer service yesterday and today and when I ask about sutoexclusion they will stop me from answering.

Hi hbarzelatto55,

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 and security@1win.xyz (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Good morning, the request was sent again to both casino emails with a copy to your email

The casino did not respond to the last email, but my account is blocked. From what I understand, self-exclusion was applied.

Thank you very much for your help

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, hbarzelatto55, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru