1win Casino - Player's account remains active despite self-exclusion request.

Title: Failure to apply Self-Exclusion / Responsible Gaming Breach

Description:

Dear Casino.guru Arbitration Team,

I am filing this complaint against 1win N.V. (Account ID: 312222287) due to a severe breach of Responsible Gaming regulations.

On January 26, 2026, at 01:28 UTC, I contacted 1win live support ("Vladlena") with a clear and unambiguous request to permanently delete my account. I explicitly stated that I wanted to stop gambling because "casino is evil" (indicating gambling harm). 

Instead of immediately applying self-exclusion as required by standard licensing rules, the operator refused to block my account and actively encouraged me to continue playing, advertising casino games and promising "high winning chances 🚀". 

Due to the casino's unlawful failure to protect a vulnerable player, my account remained active. As a direct result, I suffered a massive relapse and lost thousands of dollars in subsequent deposits. My net loss after the ignored self-exclusion request is approximately $3,888 (2,177 USDT + fiat deposits).

I have already sent a formal pre-litigation claim to the casino's security department with a 7-day deadline, but I am escalating it here because I recently experienced another relapse due to my account still being fully active despite my explicit requests to close it.

Evidence provided (attached/linked):

1. Full PDF Evidence Dossier (Blockchain transactions, support chat screenshots).

2. Direct link to a continuous video recording of my screen showing the exact timestamp (Jan 26, 2026) where the support agent refuses my self-exclusion request and advertises slots instead: 

https://drive.google.com/file/d/1jIKp66KDbunYhqJ2Ers8Syn9KaGFEvCo/view

I demand a full refund of all deposits made after my initial self-exclusion request on Jan 26, 2026, as the operator intentionally kept my account open to extract money.

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Stay safe.

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?
• When was the last time the casino allowed you to deposit?
• Have you informed the casino of your gambling issues at any point?
• 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 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