1win Casino - Player’s account deletion request is ignored.

Hello , So i was gambling on 2platforms , 1win and Stake , before week ago i decided to Stop gambling online because i cant handle any losses and i started to get extremly addict to gambling , and i started to not care about my money , So i asked Stake Casino first to delete my account permanently , and they accepted it immediatly and respected my desicion , i went to ask 1win to delete my account , they kept ignoring my request , i was begging them and asked them multiple times through VIP live chat and also through email , they ignored , and did not do what i want , Sadly , Unfortunately, during the period when I was asking them to delete my account, every time I saw the platform and the games, my mind would whisper to me, "Try it, you'll win." So I succumbed to my addiction and played with all the money I had left, the loss of which has caused me a crisis I can't seem to overcome now. Is this fair? I have all the correspondence and requests to delete my account, which were completely ignored by the 1win platform.

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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?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@1win.social and separately to your VIP manager, 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

Hi Tomas ,

They Blocked my Account After this case was opened immediatly , So i cant Access my Account anymore

i will send you the emails between me and them to your email now

my request of account permanently deletion was on 29/may and the allowed me to deposit on 3/june which has leads to lose my entire money

and when i asked for a refund or cashback they replied that depends on your activity you dont have any bonuses or cashback or refund .

So Please Tomas im asking you from all my heart to help me out , i didnt want to gamble i just wanted to close my account and get away from this , .

Thanks for your patience and for the update.

I went over the communication you provided.

Please note that formulations like 'for general reasons' or 'no specific reason' might not trigger player protection. If you have any other communication you saved between you and the VIP manager, please forward it to me for review.

We may only ask the casino for a refund of money lost in gameplay if we can conclude that the casino should have protected you when you disclosed gambling issues to the casino.

My email is tomas@casino.guru

Looking forward to your reply.

Hello Tomas,

Thank you for your review and for taking the time to examine the evidence I provided.

I would like to clarify that my concerns about gambling addiction and gambling-related harm were not limited to email communications. Between 17 May 2026 and 29 May 2026, I repeatedly contacted 1win through their VIP live chat and explained that gambling had become very harmful to me, that I was struggling with gambling addiction, and that I did not want to continue suffering further financial and personal harm as a result of gambling.

During this period, I repeatedly asked for my account to be closed or deleted because I felt that I was losing control and needed to distance myself from gambling. These conversations took place within the VIP chat system on the platform.

Unfortunately, after my account was blocked, I lost access to the VIP chat history and I am no longer able to retrieve screenshots of those conversations myself.

For this reason, I kindly ask whether 1win can be requested to provide the complete VIP chat records between 17 May 2026 and 29 May 2026. I believe these records will clearly show that I repeatedly informed them about my gambling addiction, the harm gambling was causing me, and my ongoing requests to have my account closed.

I believe that once these chat records are reviewed, the full context of my situation and the nature of my requests will become clear.

Thank you again for your time and assistance.

Thanks for your reply.

Please note we are unable to confront the casino without evidence.

• Have you since received your chat transcripts from your live chat with VIP agents?
• Would you be able to provide them to me for review?
• Did VIP agents advise you to write to the casino's security department?

Looking forward to your reply.

Hello Tomas,

Thank you for your reply.

I would like to ask: how can I provide you with the VIP chat conversations when my account was blocked immediately after my significant loss? I no longer have any access to my account or to the VIP chat history.

Would it be possible for you to ask 1win to provide the complete VIP chat transcripts? Their records will clearly show whether or not I repeatedly informed them that gambling was harming me, that it had become an addiction, that it was seriously affecting my finances, and that I could not continue suffering more losses.

For the past week, I have also been trying to regain access to my account in order to retrieve those conversations myself, but 1win has ignored my requests. Because of this, I am unable to provide the conversations that took place between 17 May and 29 May, during which I repeatedly asked them, almost every day, to close my account and prevent me from accessing it.

Regarding your question about the Security Department: yes, after many repeated attempts through the VIP live chat, they finally instructed me to contact the Security Department. This happened on 29 May, after numerous unsuccessful attempts through the live chat. As you have already seen from my emails, I contacted the Security Department immediately and provided all the information they requested. However, my request was clearly ignored.

From 29 May until 3 June, the day I suffered my major loss, several days passed without any meaningful action being taken. During that time, my account remained fully active, and I was still able to deposit and gamble. Even a temporary restriction on deposits or a temporary suspension of my account could have prevented what happened.

Even if we set aside the period between 29 May and 3 June, what about the period between 17 May and 29 May? During those days, I repeatedly informed the VIP team that gambling had become harmful to me and that I wanted my account closed because I was struggling with gambling addiction. Despite my repeated requests, no effective action was taken, and my account remained fully accessible throughout that period.

This is why I respectfully ask that 1win be required to provide the complete VIP chat records from 17 May to 29 May. I believe those records will clearly demonstrate the nature of my requests and the seriousness of the gambling-related harm that I repeatedly disclosed before my significant losses occurred.

Thank you again for your time and assistance.

Kind regards,

Omar

Thanks for the detailed explanation of the situation.

We won't ask the casino for a refund without evidence that you informed them of your gambling issues. The evidence needs to come from you since the casino is not obligated to provide us with this information. Based on the communication you provided thus far, there is nothing we can confront the casino about. Since you confirmed your account is already closed, there is little we can accomplish.

If you happen to retrieve the relevant communication from the casino, don't hesitate to contact us again, and we'll try our best to assist you.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.