1win Casino - Player struggles with account deletion.

Dear czarmdz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the account closure, state clearly the reason why you want your account to be deactivated. 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. 

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

Thank you in advance.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

That's it, I did it, I sent you by mistake the first email wrong with wrong data but the second one is clear, this problem is also being experienced by 7 other people who are my friends. We get together to play every weekend and in total we are 8 people, I shared with you. the information and we write it all down. Will it be necessary for them to send you a CC too? Thank you very much for your attention, I hope it will be resolved soon.

Thank you very much, czarmdz, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: No, it's not required for your friends to CC us on their requests sent to the casino.

Hello, czarmdz,

I am sorry to hear about your trouble, and thank you for your email. I will contact the casino and try my best to resolve the issue as soon as possible. So let's ask the casino for the details and how your issue could be solved.

Dear 1win Casino team,

Could you please help the user to solve his problem? What steps should he and his friends take to be able to register their accounts and play on another 1win domain without further issues?

What is your suggestion on how to solve their situation?

Thank you in advance for providing the information.

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

The player asked to delete his data for subsequent re-registration on the site, which is not possible; the player was given an answer about this by email.

Sincerely, 1win team.

Thank you for the clarification, 1win Casino Team.

Do I understand correctly that the complainant's disputed account was successfully closed, but it is not possible to open a new account on another 1win domain? What should the user do if he would like to continue playing at 1win or with a different currency?

Or, does the casino assert a claim to its right to refuse to open a new account for the player (or players)? (We would accept such a decision if there was no remaining balance on the disputed account or if it was fully paid out - no rules breached...)

Is it even possible to re-register a casino account on another domain without using a VPN (prohibited) if the player is from Mexico? To be honest, I do not understand his request completely either.

If it is allowed, are there any other reasons for not allowing him to re-register on another domain? If so, what reasons?

Was there any remaining balance on the complainant's casino account? If yes, what happened with it?

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

The player asks to delete his account in order to reuse the data on another domain. This is impossible. We informed the player about this in a response email; it is only possible to block the account; the email and phone number remain linked to the account.

In this regard, we did not block the account, it is active. The balance is 0.77 MXN.

We also want to clarify that repeated registration on the site is prohibited by the rules. On the .mx domain, only MXN currency is available for use.

Best regards, 1win team.

Dear czarmdz,

After gathering all the necessary information, we are rejecting this complaint. You registered on the 1win MX domain, which is the correct domain since you reside in Mexico. You can either continue playing on 1win with MXN currency as your casino account currency or ask the casino to close your account.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru