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:

[link removed]

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

Additional context for the mediator:

Please note that prior to opening this public complaint on Casino Guru, I acted in full good faith and made a serious effort to resolve this matter amicably and directly with 1win management. 

I sent the complete evidence dossier, blockchain transaction ledger, and a settlement proposal directly to 1win's official email addresses (support@1win.xyz, pm@1win.xyz, security@1win.social). However, 1win completely ignored my direct communications, never replied, and refused to engage in private mediation. 

This total disregard for player protection is what ultimately forced me to escalate this dispute to Casino Guru.

Dear Tomas,

I would like to report an additional update regarding my direct attempts to resolve this matter with 1win support via live chat on August 24-26, 2026, which I believe further demonstrates the casino's inability or unwillingness to properly handle this case.

Summary of the chat interaction:

1. I contacted 1win live chat and presented my settlement request (compensation of $3,888 USDT, in exchange for permanent account closure and withdrawal of the complaint upon payment).

2. Over roughly 24 hours, my request was passed between at least eight different support agents (Nadezhda, Viktoria, Darya, Zhanna, Evgenia, Assol, and others), none of whom had the authority to resolve a compensation claim.

3. One agent (Darya) stated she personally agreed the situation was unfair ("I completely agree with you"), but then closed the dialogue without providing any resolution or escalation.

4. Another agent (Zhanna) informed me that a ticket, number SPV-2904, had been created and forwarded to "responsible specialists" for review. However, this ticket was described only as an account-closure request — my $3,888 USDT compensation claim was not recorded in it.

5. The following day, when I asked a different agent (Viktoria) to check the status of ticket SPV-2904, she searched the system twice and confirmed that NO such ticket exists under my account ID (312222287), and no tickets at all were found for the past 14 days.

This raises serious concerns:

- The compensation claim, which is the core of my complaint, was never properly logged in 1win's internal systems.

- I was given a ticket number that appears to not exist, which either means it was never actually created, or the agent fabricated a reference to close the conversation.

- Multiple agents repeatedly asked me to "wait" without providing any real escalation, while my core request (compensation) was consistently ignored or reduced to a simple account-closure request.

I am concerned that 1win intends to close my account without addressing the compensation claim at all, using the closure itself as a way to consider the matter "resolved" without financial accountability.

I kindly ask that you formally note this pattern of unresponsive and seemingly incompetent handling by 1win support, and that you make clear to the 1win representative that my compensation claim of $3,888 USDT remains open and unresolved, regardless of any account-closure action taken.

Thank you for your continued assistance.

Best regards,

Stepan (Account ID: 312222287)

Update regarding ticket confusion:

After I raised the issue that ticket SPV-2904 (mentioned by agent Zhanna) could not be found in the system, 1win support contacted me again and stated that the correct ticket number is actually "SL2SD-2904" — claiming the original number was a typo.

I find this explanation hard to reconcile with what actually happened:

- Agent Zhanna clearly stated the ticket number as "SPV-2904" in writing.

- The following day, agent Viktoria searched the system TWICE using that exact number and confirmed no such ticket existed under my account ID, and that no tickets at all had been created in the past 14 days.

- Only after I escalated this discrepancy did a different agent suddenly produce a new number, "SL2SD-2904," and attribute the mismatch to a typo.

Regardless of whether this was a genuine clerical error or an attempt to paper over the fact that my compensation request was never properly logged, this exchange reflects a serious lack of competence and internal coordination on 1win's side. Multiple agents were unable to consistently identify or locate a ticket that supposedly documents my core claim — the $3,888 USDT compensation request — which remains, to date, unaddressed by any competent department.

I am sharing this for transparency and to keep the record accurate as this complaint proceeds.

Thanks for your reply.

Your remark that casinos are evil can't be viewed as a disclosure of gambling issues. Please note that we can only ask online casinos to refund money lost on gambling if we can conclude that the casino was obligated to protect you.

Kindly confirm that you sent a new self-exclusion request to the casino as recommended above, disclosing your gambling issues, and please inform me when your account will be closed.

Looking forward to your confirmation.

Dear Tomas,

Thank you for your feedback and clarification regarding the disclosure standard.

Regarding your questions:

1) Account status: My account was unilaterally blocked by 1win on August 26, 2026, without any prior confirmation, agreement, or compensation on their part. I noticed this myself when trying to log in and received an error message stating "User is blocked." I have a screenshot of this error with a timestamp. This happened without me sending a new, more explicit self-exclusion request — it appears 1win closed the account unilaterally, possibly in response to this complaint or my repeated live chat contacts, rather than as a proper response to a compliant self-exclusion request.

2) New self-exclusion email: I have not yet sent the updated email using the exact wording you recommended (explicitly stating "I am suffering from gambling problems"), since the account was already blocked before I had the chance to do so. I understand your point that my original January 26 wording ("casino is evil") may not meet the disclosure standard needed to establish that 1win was obligated to protect me at that time.

Given that the account is now closed regardless, I would like to ask: does this change how the case should be evaluated, or would you still like me to send the updated self-exclusion email for the record (even though the account is already blocked)? I want to make sure I take the correct next step.

Thank you for your guidance.

Best regards,

Stepan (Account ID: 312222287)

Dear Tomas,

I want to flag an additional issue caused by the account being blocked: I have now lost access to my in-platform chat history with 1win support entirely, since it was tied to my account.

This is relevant because I may have contacted support requesting account closure on other occasions before January 26, 2026, that I can no longer verify or retrieve evidence for. I don't want to claim this happened for certain, since I can no longer check the chat log myself — but I wanted to note that this evidence is now inaccessible to me due to the account being closed, through no action of my own.

If relevant, it may be worth asking 1win directly to provide the full support chat history associated with my account (ID: 312222287), since they would still have internal access to those records even though I do not.

Best regards,

Stepan (Account ID: 312222287)

Dear Tomas,

I found additional footage from my January 26, 2026 chat session that provides more detail on the interaction, which I believe is relevant to the disclosure question you raised.

EXACT WORDING FROM THE CHAT (support agent "Evgenia"):

After I wrote "because casino is evil" (in Russian: "потому что казино это зло") at 01:29, the agent responded:

"I understand you and your decision. However, having an account on our site gives many opportunities, for example: In our betting company you can place bets on sporting events with top odds. We also have a 'Casino' and a 'Live Games' section with a high chance of winning 🚀. You can participate in daily free poker tournaments where..."

This confirms that upon hearing my stated reason for wanting to close the account, the agent's response was to actively promote continued play rather than process a self-exclusion or ask any follow-up questions about my wellbeing.

ADDITIONAL EPISODE — REPEATED REDIRECT TO EMAIL WITHOUT RESOLUTION:

I also found a separate chat instance where I again asked to close my account. After I asked "where did the dialogue go" (referring to a closed chat), a new agent ("Lidia") joined and told me: "To register your account closure request, please write to our email security@1win.social." I confirmed I had written to that email ("написал"), but no account closure or response followed at that time.

This shows a repeated pattern: whenever I requested closure through chat, agents redirected me to email instead of resolving it directly, and even when I complied and emailed as instructed, no action was taken.

I hope this additional context is helpful in evaluating the disclosure and the casino's pattern of behavior.

Best regards,

Stepan (Account ID: 312222287)

Dear Tomas,

I found two more chat instances, both from April 27, 2026, showing that I made repeated, unambiguous requests to close my account well before this complaint, and well before my January 26 request as well as after it.

EPISODE A (agent "Viktoria"):

I wrote directly: "заблокируйте мне аккаунт навсегда" ("block my account permanently"). This is an unambiguous, direct request — there is no room to argue this wasn't clear. The agent responded: "I understand your wish — let's arrange the closure/permanent blocking of the account. To correctly forward the request for review, please tell us the reason..." No block was applied at that time.

EPISODE B (agent "Evgenia", same day):

I wrote: "казино хуета, вот причина" / "есть там все" / "блокируйте" ("casino is [negative characterization], that's the reason / it's all there / block it"). The agent again redirected me to email security@1win.social to "formalize" the closure request instead of acting directly. No block was applied at that time either.

UPDATED TIMELINE OF DIRECT CLOSURE REQUESTS:

- January 26, 2026 — explicit request to delete account, reason given ("casino is evil"), operator advertised games instead.

- April 27, 2026 (twice, same day, two different agents) — explicit, unambiguous requests to permanently block the account, both times deflected with requests for more information or redirected to email, with no action taken.

- Account was only blocked much later, on August 26, 2026, unilaterally by 1win, without compensation and without confirming which specific request triggered it.

I believe this timeline shows a consistent pattern over several months: regardless of how the reason was phrased, my direct and repeated requests to close the account were never promptly acted upon by 1win support.

Best regards,

Stepan (Account ID: 312222287)

Dear Tomas,

Regarding the exact net loss figure: I no longer have access to my account (it was blocked by 1win on August 26), so I cannot re-verify or export the transaction history myself. My figure of $2,177.50 USDT was calculated based on the transaction history visible in my submitted video evidence, to the best of my ability.

Since 1win has full internal access to my complete transaction records (Account ID: 312222287), I would like to request that they independently calculate and confirm the exact net loss (total deposits minus total withdrawals) for the period following January 26, 2026, using their own official data. This would be more accurate and reliable than my manual calculation from the video, and would remove any dispute about the exact figure.

I am glad to have 1win's calculation reviewed and used instead of mine if it differs, as long as it is based on the complete and accurate transaction history for the relevant period.

Best regards,

Stepan (Account ID: 312222287)

Dear Tomas,

I want to point out a notable pattern in the timing of events that I believe is relevant to this case.

On multiple occasions (January 26, and twice on April 27) when I requested account closure citing personal reasons ("casino is evil" / negative characterization of the casino), support agents consistently deflected: asking me to clarify the reason, redirecting me to email security@1win.social, or simply not taking action. The account remained open and active for months despite these repeated requests.

However, my account was only actually blocked on August 26, 2026 — which is shortly after I began raising the compensation claim of $3,888 USDT directly with 1win support (both via live chat and via my August 20 email) and after this complaint was opened on Casino Guru.

I want to be careful here: I cannot prove a direct causal link between my compensation demands and the timing of the block, since I don't have internal visibility into 1win's decision-making. But I think it is worth noting the pattern: months of ignored closure requests citing personal/emotional reasons, followed by a sudden unilateral block shortly after financial compensation became the topic of discussion. I would ask that this timing be taken into account when evaluating 1win's conduct and good faith in this matter.

Best regards,

Stepan (Account ID: 312222287)

Thanks for your reply and update.

I went over the evidence and description of events you provided; however, I haven't found any disclosure of gambling issues to the casino. Since we can't conclude that the casino should have protected you, we can't pursue a refund. The account closure requests you made aren't a signal that you need player protection and can't serve as a basis for a refund. Since you confirmed your account has been closed/blocked, there is nothing else we can confront the casino about, and the complaint will be closed.

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.