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

Request to close my account permanently due to gambling addiction on May 09 2026. The account remains active and this made loss for me of 355CAD

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Has the casino responded to your request at all? After you learned your request wasn't processed, have you contacted live chat, or have you requested self-exclusion again?
• Would you be able to share any subsequent communication attempts or responses from the casino? My email is tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion request via email at support@1win.social, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings 1win Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response,

Is your account currently accessible to you?

YES.

Has the casino responded to your request at all? After you learned your request wasn't processed, have you contacted live chat, or have you requested self-exclusion again?

NO REPLY FROM CASINO OR LIVE CHAT.

Would you be able to share any subsequent communication attempts or responses from the casino? My email is tomas@casino.guru

YES

When was the last time the casino allowed you to deposit?

MAY 21, 2026

My loss now over 1100 CAD and the casino hasn't closed my account despite I sent multiple email and mentioned the im have gambling addiction and live chat agent said to me to send email to support, which i informed him that I have already sent emails to support.

I'm facing a big issue now bcoz of my loss at this casino.

I forwarded the conversation to your email.

Thank you

Dear Alprince2001,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Alprince2001,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly. I have noted screenshots of your communication with the casino via live chat. Could you please forward all the emails you have sent the casino to munya.s@casino.guru?

At this point, I would like to invite a representative from 1win Casino to join this conversation and assist in addressing the complaint.

Dear 1win Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Munya,

I appreciate your support & assistance on this complaint.

I will forward all to your email address.

Thank you 🌹

Hello!

Our specialists are currently clarifying the details regarding the situation. According to the information currently available, this account has been fully blocked. The review is still ongoing, and all related details are being additionally verified by the responsible team.

We appreciate your patience while the investigation remains in progress.

Hello!

We have received information that the user’s request was received by the security team on 25/05.

On the same day, the account was permanently blocked.

Last email was sent to security I have mentioned that I have sent email to support multiple times which is ( support )the the right channel to contact and i have mentioned the reason of account closure. Additionally, spoke with live chat for the same.

All was sent to Mr. Munya.

Thank you.

1win Casino

What do you have to say concerning the email sent by the player on the 9th of May 2026 to support@1win.social clearly stating gambling addiction?

Hello!

Thank you for the information provided. We would like to clarify that our support email address was updated from support@1win.social to support@1win.pro back in April. The message sent in May was addressed to an outdated email that was no longer active at that time.

Requests related to account blocking and responsible gaming are handled exclusively by our security team. After the user later contacted the correct department, the request was processed and the account restriction was applied on the same day. According to our records, the first direct appeal to the security team was received on May 25.

1win Casino

Thank you for your response. I would like to bring to your attention that the website players interact with still lists support@1win.social as the customer support email. The player has also attached a screenshot to support this. Furthermore, your website instructs players to contact customer support for requests regarding self-exclusion, and the aforementioned email address is the one displayed as the customer support contact. Therefore, it seems the player was following the guidance provided on the website. I understand that there may have been changes to the email address that were not reflected on the website. If this is the case, it would be challenging for players to be aware of such changes, and they should not be penalized, especially in this instance. I am of the opinion that the player should be compensated. What is your reaction to my proposition?

Dear Munya,

Before we can proceed with this proposition, we need to verify some details with the player. Thank you for your understanding.

Dear Alprince2001,

In your previous message you mentioned that a live chat agent advised you to contact support via email. Could you please confirm the date when this happened? This information is required for us to accurately verify the details on our side.

Hello

The chat was before the first email was sent or same day.

To be honest the live chat should have closed my account when I contacted them.

Thank you

Dear All,

Thank you for your engagement. I am hoping to get an update from the casino, hoping that the response from the player was helpful.

Hello!

Thank you for providing the information. We have already taken the information provided into review and are currently checking all the details of the situation.

The investigation is still in progress at the moment. As soon as the review is completed, we will return with the final update and results.

Hello!

After a thorough review, we were unable to find any contact from you in our live chat support for the specified date. There are no records of messages or requests from your account in the chat system. We also re-checked our support email system, including search by sender, account data, and the subjects shown in your screenshots. No emails from you were found in the support inbox.

The only message we were able to locate was the one you sent to the security department. Based on that request, your account was promptly and permanently blocked.

In this case, compensation is not applicable. The security block was applied immediately after the first verified request.

I will forward the same email to the security account. So you can check it is not just a screenshot. 🤔

The same was sent to Guru team members in the beginning of this complaint.

Thank you.

I have just forwarded to security@1win.social the closure request email which was sent on May 09 to the support, so you check.

1win Casino

Thank you for your ongoing efforts in reviewing this case. I would like to confirm that the player sent an email on May 9, 2026, at 12:04, as indicated in the forwarded email. I kindly request that you review your records, as well as the emails forwarded to you by the player, at your earliest convenience. I would greatly appreciate an update from you once you have had the opportunity to recheck your communication records.

Hello!

We’ve reviewed the case once more. Account closure is carried out exclusively upon request to the security team. In this situation, the account was permanently blocked immediately after the first verified request, with no possibility of restoration.

In this case, compensation is not applicable, as the restriction was applied in line with platform rules.

Alprince2001

Although the casino honoured your self-exclusion request and permanently closed your account, they have not acknowledged their failure in the self-exclusion process and have refused to refund the losses incurred during the period your account should have been closed.

Despite my efforts, I was unable to persuade the casino of the validity of your refund request. They have made it clear that their decision is final and non-negotiable.

As a result, there are no further options available, and I must close this complaint as unresolved.

Since the casino operates under the Curaçao Gaming Authority, I advise you to escalate your complaint to the gaming authority by emailing complaints@cga.cw.

I understand that this is not the outcome you expected and I am sorry that I cannot assist further. However, please do not hesitate to contact us in future if you encounter problems with this or any other casino.

Regards,

Munya

Casino Guru