The player from Chile filed a complaint against the 1win platform for failing to enforce her self-exclusion request made on June 11, 2025. Despite asking for self-exclusion due to gambling issues, she was still able to create multiple accounts and make deposits totaling approximately $600,000 CLP before the platform blocked her accounts and withheld her winnings. She sought a review of her case, the return of her deposits, and the permanent closure of all related accounts. The complaint was marked as unresolved due to the casino's refusal to provide sufficient evidence to support their position or clarify the situation. The lack of cooperation from the casino prevented a definitive resolution, and the case was closed with a negative impact on the casino's safety rating. The player was advised to use self-exclusion tools like BetBlocker and to consider filing a complaint with the Curaçao Gaming Authority.
1win Casino - Player's account has been closed after self-exclusion request.
Insufficient evidence from casino
Black points: 657
Amount: $600,000 CLP
1win Casino
Safety Index 8.3 HighCase summary
Translation
I request to file a formal complaint against the 1win platform for failure to comply with responsible gaming measures.
On June 11, 2025, I expressly requested self-exclusion due to gambling issues, clearly stating that I should not be allowed to deposit or participate on the platform again. However, the company did not implement a true self-exclusion, merely blocking my account.
Subsequently, I was able to create multiple new accounts without restrictions and continue operating normally. Despite having requested to be excluded, the platform allowed me to make numerous deposits, all from my personal bank account in my name, demonstrating that they did not implement effective controls to prevent my access.
As a result of this negligence, I made deposits for an approximate amount of $600,000 CLP after having requested my self-exclusion.
Additionally, some of these accounts generated profits, but the accounts were subsequently blocked by the platform, withholding the available funds, which further aggravates the situation. It is important to note that on other platforms where I also requested self-exclusion, I was completely prevented from depositing and playing, demonstrating that effective mechanisms do exist, but in this case, they were not applied.
I believe that the company seriously failed in its duty of responsible gaming, allowing a self-excluded person to continue depositing and playing, and subsequently blocking accounts with withheld funds.
I request a full review of my case, the return of deposits made after my self-exclusion request, and the permanent closure of any account associated with my personal data.
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Dear Ayelencarolina,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you have experienced.
I have reviewed the document you provided, and I can see that you clearly requested self-exclusion due to gambling control issues and asked for permanent blocking of your account . This is an important point for our investigation.
To better understand the situation and proceed further, I would like to ask you a few additional questions:
- Did you receive any confirmation from the casino that your self-exclusion was fully applied (beyond account blocking)?
- After submitting the requested verification details, did you complete this process with the casino? If yes, could you confirm what information you provided and when?
- How were you able to create new accounts? Were you using the same personal details (name, email, phone number, payment method)?
- Can you please specify how many accounts you created and approximate dates of activity on those accounts?
If you have any additional relevant communication with the casino (emails, chat transcripts, or additional documents), please feel free to forward them to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
TranslationThank you for your response.
Regarding your questions:
I received no confirmation that a full self-exclusion had been applied beyond the blocking of one account. I was only informed that my account had been permanently blocked.
Yes, I sent the information requested by the casino to verify my identity, complying with the required self-exclusion process. (I HAVE ATTACHED THE EMAIL WITH THE INFORMATION THAT WAS REQUESTED FROM ME).
I provided the necessary personal data at that time, as indicated by the platform.
Despite having requested self-exclusion and completed the verification process, I was subsequently able to create approximately seven accounts between February 25, 2026, and the present. In all of them, I used my personal information and made deposits from my personal bank account in my name (Banco de Chile), demonstrating that the platform was able to identify me as the same person.
Throughout that period I continued to have access to the platform and make deposits without any effective restrictions, which shows that no real self-exclusion was implemented.
As a result of this lack of control, I made multiple deposits for an approximate amount of $600,000 CLP after having requested my self-exclusion.
Additionally, some of these accounts generated profits, but the accounts were subsequently blocked, withholding the available funds, which further aggravates the situation.
This situation demonstrates a serious failure in the application of responsible gambling measures, as they allowed a person who requested self-exclusion to continue registering, depositing and playing without restrictions.
I remain attentive to any additional information you may need.
Hi Ayelencarolina,
I would like to ask you to clarify one important point so we can properly assess your case:
- Can you please confirm whether all the accounts you created were registered using exactly the same personal details (full name, date of birth, address, phone number), or were there any differences between them (for example, different emails, variations in name, etc.)?
Additionally, it would be very helpful if you could provide:
- A list of the accounts (usernames or email addresses) you created
- Any communication from the casino confirming the blocking of your original account and/or their response to your self-exclusion request
These details are very important for us to determine whether the casino had a fair opportunity to identify you as a self-excluded player across multiple accounts.
Thank you.
TranslationThank you for your response.
Regarding your inquiry, I confirm that the original account from which I requested self-exclusion was registered with the email address ayelen.gavilan@gmail.com .
Subsequently, I created several accounts using different email addresses, which were: ayelen.gavilanbecerra@gmail.com , ayelen250120@gmail.com , keylaortegagavilan@gmail.com , jhonjannierortega@gmail.com , frireneortega@gmail.com , erikabecerra1971@gmail.com , gavilanruth155@gmail.com , rutytaz09@gmail.com , pellitogamer@gmail.com and p.gavilanbecerra@gmail.com .
However, in all these accounts I used my real personal data and made deposits exclusively from my personal bank account in my name (Banco de Chile), which shows that the platform had multiple ways of identifying that it was the same person who had previously requested self-exclusion.
Despite this, I was able to create approximately 7 accounts between February 25, 2026 and the present, and continue making unrestricted deposits, which shows that effective self-exclusion was not applied.
I am also attaching the communication where the casino confirms the blocking of my original account.
I remain available for any further information you may need. I have attached a sequence of emails from when I requested self-exclusion until I was told my account was blocked (last image). I want to emphasize that in casinos where I requested self-exclusion, such as PokerStars and Betano, I was indeed self-excluded as required because I tried to create new accounts with the same emails. However, when I tried to pay and reload, my payment methods were automatically blocked, in this case, my own account at Banco de Chile. This demonstrates that there are tools that can identify me as a self-excluded person, either by detecting my IP address or my bank accounts.
Dear Ayelencarolina,
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, Matej (matej.l@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.
Hello Ayelencarolina, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
I’d like to invite a representative of 1win Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
Hello!
Thank you for bringing this situation to our attention. We have already forwarded your request for further review and are currently clarifying all the details involved. At this stage, we’re going through the data to ensure everything is checked accurately. This may take a bit more time, as we want to provide a clear and complete update.
Once the review is finished, detailed information will be sent to the Casino Guru team.
Hello!
We need a little more time to review all the details in this case and make sure everything is checked properly.
We will come back to you with a clear update as soon as the full information is gathered.
Hello!
At this stage, we are still collecting all necessary details to complete the verification properly. We kindly ask for a little more time while the process is being finalized. Once there is any update or the review is completed, we will notify you immediately.
I can add some time to the timer, dear 1win Casino, but am unable to keep prolonging it forever. Verification can be done separately to providing evidence by support team, via received e-mail messages and live chat transcripts. Thank you for your understanding.
Hello!
Dear Matej, we’ve sent the relevant information regarding the complaint to your email. Please review it at your convenience.
Thank you for your patience while we were reviewing the case.
Thank you for the message, dear 1win Casino, I have responded asking for evidence that - once provided - can answer all the important questions and provide the conclusion to this case. Once I receive the response, I will post another update in this thread.
Dear Ayelencarolina, to keep you in the loop - the screenshots provided by the casino were not really answering any of my questions and suspicions, so I have requested something that will be more helpful.
Dear Matej,
We have received your request and are currently working on gathering the requested information.
This may take a bit of time, but we’ll get back to you as soon as we have a clear update.
TranslationThanks for the update.
I would like to emphasize an important point: my self-exclusion request was made precisely because of gambling control issues, which I clearly explained to the casino. For this reason, it was essential that the measure be applied effectively and completely.
Unfortunately, because it was not implemented correctly, I was allowed to continue accessing and carrying out activity on the platform, which caused me considerable financial harm, amounting to more than $600,000 CLP, and aggravated a personal situation that I was precisely trying to control through self-exclusion.
Additionally, on a later occasion I requested explanations from the casino regarding the failure to apply self-exclusion, without receiving any type of response, which demonstrates a lack of attention and management in the face of a situation that required special care.
I believe this context is key to assessing the operator's responsibility in this case, since the purpose of self-exclusion is precisely to protect the user in these types of situations.
I will be attentive to any new developments.
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.
TranslationHello dear matej
I would like to inform you that I have recently received identity verification requests from the casino, but only in some of the emails associated with the accounts I mentioned, not all of them.
I consider this point relevant, as it shows that even now there is no clear control or proper link between the different accounts, despite it being the same person.
Furthermore, these requests are only being made now, after I filed the complaint, and not at the time I requested self-exclusion or when I was allowed to continue operating on the platform.
I await your guidance on how to proceed with these verification requests.
Hello!
Dear Matej, the relevant details have been sent to your e-mail. Please check it when it’s convenient for you.
Thank you for your patience.
Dear 1win Casino, the evidence provided is once again so heavily edited, there is no telling what am I looking at. With this, I am unable to confirm how the profile details were filled out, and therefore decide the outcome. If I can't receive any real evidence, I will be forced to close this complaint as unresolved, and I would like to avoid that if possible. Please, let me know if you awa willing to provide the requested evidence (player's profiles as were filled in different accounts), or if we need to find a workaround. Thank you for your understanding.
Hello!
We have forwarded your request to the responsible department and are currently awaiting the information from their side.
As soon as we receive an update, we’ll get back to you with the details.
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.
Hello!
At the moment, we are still waiting for the required information to complete the review. As soon as all the details are received and the analysis is finished, we will provide you with an immediate update.
We are working to resolve this as quickly as possible and apologize for the long wait.
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.
Hello!
We are currently waiting for additional information from the responsible team regarding this request.
We are following the situation and will update you as soon as we receive a response. Our deepest apologies for the delay.
Dear 1win Casino, I am unable to prolog the timer indefinitely. If the investigation is not completed shortly, I will be forced to close the complaint as unresolved.
However, you can always request reopening of this case, once everything has been put together on your end, and can be presented. Thank you for your understanding.
Hello!
We understand and apologize for the delay, but unfortunately we still have not received the requested information on our side.
We will definitely contact you as soon as the whole picture is put together on our end.
Hello!
We have received a response from our colleagues. Unfortunately, it is not possible for us to provide any additional information beyond what was already shared in the email.
Thank you for your understanding.
Thank you for the response, dear 1win Casino, I will respect your decision and will not press any further.
Dear Ayelencarolina,
As you can see from the above posts, the casino is not willing to provide any evidence supporting their stance. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
First of all, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(
Best regards,
Matej
