1win Casino - Player's account has been closed due to self-exclusion request.

Hello everyone, I have an addiction problem, and support isn't giving me the OK regarding my desperate request, telling them I'm a compulsive gambler. I tried through live chat, asking for self-exclusion approximately 5 times... they wouldn't respond, they just left my message read. Two days ago, I tried again, and they made countless excuses to keep me, telling me to think it over... but I don't want to think about anything; I want them to refund everything I lost. I've been asking for self-exclusion for months, and they never help me. My user ID at the 1win casino is: 81409897.

Below, I’m attaching all the messages I had... Today, they blocked my account because I said I would take further action, but in the span of a month talking to support, I lost more than 2,500,000 ARS in the account.

Dear erickpowcam93,

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 I can better understand the situation. 

• Have you informed the casino about any gambling problems?
• Have you requested a refund of your lost funds already? With what result?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Tomas, here are the conversations with the casino, I had several in the live chat, but they are not saved there, two or three times I asked for my account to be closed due to problems with the game and they never gave me attention, only the fourth time I asked, threatening that I was going to go legally against the casino, only then did they close my account, but in that period, I bet 2,500,000 on my addiction, today I am already self-excluded, I want a refund as compensation for not having given me attention... here I attach the conversations.

Every time I request self-exclusion, the only thing that support answers me is:

We are sorry to hear that you wish to permanently close your account. In order to improve our services and understand the reasons behind this decision, we would like to ask: What was the reason that led you to make this decision?

And from then on they don't respond anymore, I answer and they don't read the messages anymore, I have problems, I am facing a desperate problem, and I don't know how to handle it, I lost all my money.

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NEW RESPONSE FROM 1WIN CASINO:

Regarding the closure of your account, I ask you to reconsider. You can still take advantage of various promotions such as our bonus codes, daily lottery and other bonuses at Freemoney.

Plus, you'd be missing out on the chance to take part in this month's amazing Lucky Drive promotion! We're raffling off two luxury convertibles, a BMW 840i and a Mercedes-Benz GT, as well as 51 Apple devices: 25 iPhone 15 Pro Max, 25 MacBook Pros, and the grand prize Apple Vision Pro for the most active player. Have you ever imagined winning one of these amazing prizes?

IS IT A JOKE??????????????? that's how they make fun of the problem player

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1win casino:

I would like to highlight what section 27 of our Terms and Conditions says:

Within 14 days of receipt, the complaint will be examined and the customer will be notified of the outcome of his/her case. If further inspection is necessary, we are entitled to extend the order consideration period for another 30 days from receipt.

Me: From 14 to 30 days to give me self-exclusion? Don't you see that I have addiction problems, I can't stand that long.

1win casino:

We understand your concern, but the 14-30 day self-exclusion period is a policy set by the platform and is clearly outlined in our terms and conditions. This measure is intended to ensure that all customers have adequate time to reflect on their decisions.

Basically, between 14 and 30 days... since I have an addiction, I will continue gambling, losing money, and the casino doesn't care. That is why I excluded myself and I am asking for that monetary compensation.

Thanks for your response.

We believe that if you inform the casino about an addiction, gambling problems, or a struggle to control your gambling in a self-exclusion or account closure request, the casino should permanently protect you from further gambling.

When the casino asks you for a reason for account closure/self-exclusion it serves you as the opportunity to guarantee this protection.

• Have you explicitly informed the casino about suffering from gambling addiction in your communication to the casino?

Of course I reported it! In my previous response is the entire last chat... the texts in bold, are the casino's response ... inciting me to stay and continue losing money, offering raffles, in that period of more than 5 hours of trying to cancel, I bet a lot of money... approximately 2000 usd, and I lost it, that's why I'm asking for that money... the account has already been closed, but the casino expected me to lose more money to do so, regardless of my status.

That is why I want compensation of 2,500,000 ARS.

And this is how 1win casino washes its hands.. it never cares about the person.. they never respond and will never respond

Thanks for your patience.

Please send me the requests for self-exclusion you sent to the casino. My email is tomas@casino.guru

Dear erickpowcam93,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I made the requests through live chat support, I no longer have access because the account was blocked... I don't know how to recover that... it seems impossible to me since they gave me self-exclusion, but until they actually blocked it I continued betting money like crazy, without thinking

I already sent you the two emails that I sent, which you never answered me with... and then I tried via live chat. and they kept me with raffle advertising and more... I want help for compensation.

Thank you very much, erickpowcam93, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear erickpowcam93,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide detailed information regarding this case? Specifically, I would like to understand why the player's requests to close his account were not honored. Additionally, it’s concerning that support attempted to persuade the player to reconsider his decision by promoting bonuses, despite the player clearly expressing his gambling problem.

Thank you in advance for your response!

Best Regards,

Kubo

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

We will provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

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

We sent the information to your email address. Please take a look.

Best regards, 1win team.

The 1win casino continues to harass and stalk me to get me to bet on the platform again, through WhatsApp messages to my personal number and my Telegram account... do you realize how they treat the user? Not only did they make me addicted, to being a gambling addict... they took all my money, and they continue to bother me privately... I want compensation from the casino, for the inconvenience caused to me and my mental health... in the amount of 2500 usd (2,500,000 ars in my currency)

Dear erickpowcam93,

Below is a detailed recap of the information we have gathered regarding your case:

1. On July 5th, 2024, you expressed concerns about gambling-related issues and formally requested self-exclusion from the casino.
2. On July 7th, 2024, you requested to reopen your account, stating that your initial decision was rushed. However, the casino declined your request to reopen before July 12th, 2024, in compliance with regulatory guidelines.
3. On July 13th, 2024, your account was reopened after you reached out to the casino.
4. Later, on September 29th, 2024, you submitted a new request for self-exclusion, claiming you had been attempting to request this through support for months. However, no evidence supports this claim.
5. The casino provided records showing total deposits amounting to 1,838,000.02 ARS, which is lower than your claimed figure of 2,500,000+ ARS.

Upon reviewing this case, I believe the casino failed to properly follow self-exclusion protocols. Once you initially expressed concerns about gambling issues in your message on July 5th, 2024, your account should never have been reopened under any circumstances, as responsible gambling policies mandate protecting vulnerable players.

Dear 1win Casino,

Based on the information outlined above, I believe the player is entitled to a refund for all deposits made between July 13th, 2024, when the account was improperly reopened, and September 29th, 2024, when the account was closed again (assuming it was not reopened afterward).

Furthermore, I would like to remind you that under self-exclusion policies, players who request self-exclusion should be:

• Prevented from accessing gaming services after clearly expressing concerns about gambling issues.
• Permanently excluded from promotional and marketing communications.

Please review the circumstances surrounding this case and confirm whether a refund will be issued. I look forward to your response and resolution of this matter.

Thank you for your attention.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Good afternoon

Please look at the last letter.

Best regards, 1win team.

Stop lying... admit that you treated me wrongly... I deserve a refund in compensation for everything, from the 1win casino.

Dear 1win Casino,

Thank you for your response to the recent correspondence. I am writing to address your claim regarding the player's self-exclusion request from July 5, 2024. While the word "permanent" was not explicitly mentioned in the initial request, the nature of the communication was clear: the player expressed significant concerns about their gambling behavior and explicitly requested self-exclusion due to gambling-related issues.

In accordance with the principles of responsible gambling, any request linked to gambling concerns should trigger strict measures to safeguard the player. Once gambling issues are raised, the account should remain closed and inaccessible under any circumstances. Reopening such accounts undermines your commitment to responsible gaming and your own stated self-exclusion policies.

The "Responsible Gaming" section of your Terms & Conditions outlines the following:

"We believe it is our direct duty to protect the players from any excessive aptitude for gambling and not to allow any minors to participate in gambling."

"When the self-exclusion request is approved by us, you will not be available to reopen your account, to play or make bets or to deposit any money earlier than 6 months after self-exclusion. For the period of self-exclusion, you will only have the option to withdraw money that was in your account before the self-exclusion request was approved."

However, in this case, the player’s account was reopened within a week (on July 13, 2024), directly violating your self-exclusion terms and undermining your stated commitment to responsible gambling. Allowing a vulnerable player to resume gambling shortly after raising concerns demonstrates a critical failure in safeguarding measures.

In light of this breach, the player is entitled to a refund of all deposits made from the date of the improper account reopening (July 13, 2024) to the date of permanent closure (September 29, 2024). This request aligns with industry standards and expectations when self-exclusion policies are not properly enforced.

If the refund is not issued, I will have no choice but to mark this complaint as unresolved. I urge you to honor your stated policies and demonstrate accountability in this matter.

Thank you for your attention, and I look forward to your prompt response.

Take responsibility for your mistake 1win casino!! 😡😡😡

I am still waiting for the casino's response and the steps to receive the refund that corresponds to me, and no one is responsible... to get money from addicted users, they are always there, they send promotions... but when they have something against them, they disappear... Take responsibility for your mistake 1win casino!! 😡😡😡

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.

They are trying to hack my casino guru account to cancel the claim.. how low the 1win casino level is!! Reply here, and reply to the emails, take charge I want my refund

Dear erickpowcam93,

Could you please clarify why you believe someone is attempting to hack your Casino Guru account? Additionally, could you let me know the email address from which you received the password reset request?

Hi Kubo , it's just that since I filed the complaint, and the resolution is that they must refund my money, I received strange messages asking me to register on pages and steal my data... nothing more, and I read on this forum that 1win is a fraudulent casino according to many users, and they don't respond, they don't take responsibility, could you please remind the casino representative to respond? I tried to send them an email but no one answers.

I am just very disappointed with the treatment I received from this casino, which was supposedly very serious.. they made fun of self-exclusion, and they harmed me by taking my money.

Kubo, I need you to help me take this claim to legal channels, this is not going to be left like this as if nothing happened... I deserve my refund for all the damages caused by this illegal casino, which is not responsible for the money it has to return to me... I will go to the last consequences.

They keep harassing me to keep betting..

Dear 1win Casino,

I apologize for the delay in my response. After reviewing your previous email, I noticed that no new evidence or substantial facts were provided that would significantly alter our earlier position. It remains clear that the player’s account was reopened in direct violation of self-exclusion policies and practices.

Given this, I must reiterate that the player is entitled to a refund of all deposits made after the account was improperly reopened, as it should have remained closed.

Furthermore, I am deeply concerned about the continued distribution of marketing materials to a player who has been permanently excluded. I kindly request that you promptly remove the player’s contact information from all marketing and sharing lists to ensure compliance with responsible gaming standards.

Thank you for your attention to this matter. I look forward to your response.

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.

The casino does not respond, does not answer emails, and it is not known if they returned the money to my gaming account... it was completely deleted, that is how they treat users... to win and withdraw money... they are there firmly, but when they lose and have to return money, they are deleted... I am going to file a legal complaint, I am tired.

Good afternoon

We will provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Dear 1win Casino,

Could you kindly provide an estimated timeframe for your response? This complaint has been ongoing for over three months, and I would greatly appreciate your reaction to the stance I have outlined earlier, along with clear and concrete steps you plan to take to resolve this matter.

Thank you for your attention, and I look forward to your prompt reply.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear 1win Casino,

In the spirit of transparency towards the player, I’d like to address your email publicly. It seems that your understanding of the purpose of responsible gambling tools differs significantly from ours, as well as from standard industry practices.

Your claim that there is no information regarding the impossibility of unblocking an account earlier than six months in the Responsible Gambling section of your Terms & Conditions is incorrect. In my previous message from December 5, 2024, I quoted the rule and provided the link for it - it remains unchanged.

For your reference, I am attaching a screenshot with the relevant part highlighted, and I trust you will recognize your own site and the rule stated there.

This complaint has been open for a very long time, and I’ve already exhausted most of the arguments. I’ve explained our position and why we find your approach to the self-exclusion policy inappropriate. Unfortunately, up until now, I’ve only received irrelevant claims without any concrete offers or even an indication that you understand the issue at hand.

I’m extending the timer for you to reconsider your decision and refund the player’s deposits. Please feel free to review the complaint thread, as I find it unproductive to repeat our position over and over again.

Thank you for your understanding, and I look forward to your response.

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.

Come on 1win, respond once and for all, the complaint has been filed for many months now... give me back what's mine once and for all, you earn millions of dollars a day, the refund you have to give me is not even 1% of what you collect daily... come on, please, I'm tired and I've been reading many complaints against 1win for the same reasons from people in other countries.

Dear erickpowcam93,

Unfortunately, the casino has not reconsidered its decision in this case, which, from our perspective, involves a clear violation of the self-exclusion policy. Additionally, 1win Casino has demonstrated a lack of engagement in the resolution process and an apparent misunderstanding of its own stated policies. Given that the casino has neither disproven nor adequately addressed the fact that your account was reopened just days after its closure despite acknowledging your gambling addiction, I have no choice but to close this complaint as unresolved due to a failure in the self-exclusion policy.

Our stance on self-exclusion differs significantly from that of the casino. Reopening the account of a player with a known gambling problem just eight days after closure based solely on a simple requestis unacceptable, regardless of whether the player specified a self-exclusion period.

As the casino has ceased communication, there is little more that can be done at this stage. Furthermore, since the casino operates without a valid license and is not affiliated with any ADR service, there is no gaming authority to escalate the matter to.

I will mark the complaint as unresolved in our system while adjusting the disputed amount to 1,838,000 ARS, as previously claimed. While I understand this is not the resolution you were hoping for, the impact of unresolved complaints on the casino's rating may encourage a change in their approach. If the casino decides to respond in the future, we will reopen the complaint and notify you by email.

To avoid similar situations, I strongly recommend selecting casinos based on their reviews and ratings. I regret that we could not assist you further in this case.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo

Dear erickpowcam93,

I have reopened your complaint following a request from the casino. It appears they are willing to refund your balance. Have you received any communication from the casino regarding the refund?

Hello Kubo, I haven't received any communication from the casino yet... but I would be very pleased if the casino would refund my money.

Dear 1win Casino,

Could you please clarify the next steps the player needs to take in order to receive the refund?

Thank you.

Good afternoon

Dear erickpowcam93 , please send me the details for the refund.

Current crypto wallet trc20.

Best regards, 1win team.

Dear erickpowcam93,

Please let me know once you have received your refund.

Thank you.

I'm not sure if I received it, because I have large amounts of income daily with my account, and I wasn't informed of proof, so I still can't say if I received the refund. I would like to obtain this information to know if I already have my money or not. Thank you.

Dear erickpowcam93,

I understand your situation, and I will do my best to help move the process along.

Dear 1win Casino,

Could you please confirm if the player's refund has already been processed? If it has, could you kindly share the transaction number for this refund? If not, please provide an estimated date when the refund will be issued.

Thank you for your cooperation.

Now, I just checked with the link the casino representative sent, and the refund was completed. Thank you so much for your willingness to solve the problem for the casino, and many, many thanks to Kubo from Casino Guru throughout this entire process.

Dear 1win Casino,

Thank you for reconsidering this matter and processing the player's refund. I truly appreciate your fair approach and willingness to resolve the issue.

Dear erickpowcam93,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo