The player's request for self exclusion was ignored by the casino. The complaint was rejected as the player stopped responding.
1win Casino - The player's request was ignored.
Amount: €1,000
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
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2 years ago
Translation
I asked to ask for the account some time ago for gambling addiction and it was not closed to me, I continued to lose money, I ask you to help me with the closure and refund of the money lost at least after repeated requests
Automatic translation:
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2 years ago
Hello Gabriele,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.
When did you request for self exclusion for the first time in this casino? How much did you deposit since your request was sent? Did the casino ever respond to it? Did you also mention gambling addiction to the casino?
When was the last time the casino responded to you and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi thank you for replying, I had sent the request for self-exclusion several times in the last month by writing "for gambling addiction", they replied that there is no self-exclusion and the account would be blocked only after 3 months without any activity in the game, after having requested the self-exclusion I will have lost about 800/1000 €.
if you can help me you would do me a really big favor I don't know how to do it anymore.
Automatic translation:
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2 years ago
Hello Gabriele,
Could you please forward the e-mail in which you requested for the exclusion to nikolas.b@casino.guru? Or did you request only in the live chat?
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2 years ago
Translation
Hello!
The user account with the email address gabrielepiazza12@gmail.com was blocked at the request of the client. May I ask you to close the complaint?
Sincerely, 1win team.
Automatic translation:
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2 years ago
Translation
The account was closed after 4 times I asked for it, after having lost a lot of money because I was not given the opportunity to close it, I demand a refund of the money I lost due to the casino not giving the possibility to stop to play as it should be.
Automatic translation:
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2 years ago
Hello Gabriele,
Could you please advise if you have any evidence, screenshot or chat transcript about requesting the self-exclusion? Please note that without it we have basically zero evidence of your claim and we won't be able to do much. If you have please forward it to nikolas.b@casino.guru.
