The player from Germany had requested the closure of his casino account on multiple occasions, but it had not been closed until March 3rd, after he had lost approximately €2500. His account had been reactivated by the casino after the closure. We reviewed the case and determined that the player had only explicitly stated gambling addiction on March 3rd, which led to the account closure, and no deposits were made afterward. Since earlier closure requests had not mentioned gambling problems, the casino was not obliged to act on them as self-exclusion requests. Consequently, the complaint was closed because there was insufficient evidence to support a failed self-exclusion claim or a refund request.
Onlywin Casino - Player’s account has been closed after multiple requests.
Closed
Our verdict
Insufficient evidence from player
Amount: €2,460
Onlywin Casino
Safety Index 2.8 Very lowCase summary
Discussion
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3 months ago
Translation
I asked the casino to close my account on January 31st. They didn't do it.
On February 25th, I asked them again to close my account. They didn't do it.
My account was only closed on March 3rd, after you had already extracted approximately €2500 from me.
The screenshots contain all live support messages (the casino reactivated my account directly today), the deposits, and the emails regarding account reactivation.
Since I can only submit 5 screenshots, I'll start with the live support conversation.
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3 months ago
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3 months ago
Dear Dini,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Attila
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3 months ago
Dear Dini, thank you for your response. Could you please confirm whether you have stated any gambling related issues to the casino? Additionally, could you please confirm whether you currently still have access to your account?
Thank you in advance for your response.
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3 months ago
TranslationAs I said, my account was only blocked after the third request.
They unlocked my account immediately after asking once, but I haven't played since.
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3 months ago
Dear Dini,
Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.
Based on the information I have reviewed, the only reference to gambling addiction I could locate dates back to March 3rd, which was followed by the closure of your account. Could you kindly confirm whether you still have access to your account?
Thank you in advance for your response.
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3 months ago
TranslationI wrote to them on March 3rd that I am addicted to gambling.
However, I had previously written twice asking them to close my account, and they ignored me.
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2 months ago
Dear Dini, thank you for your response. You previously stated that the casino unlocked your account immediately after your reopening request. Could you kindly clarify whether this occurred before or after your self-exclusion request submitted on March 3? Furthermore, could you please specify the exact date on which the casino closed your account following your third request?
Thank you in advance for your reply.
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2 months ago
TranslationAfter my account was blocked (after the third request), they unblocked it after a brief request on March 16th.
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2 months ago
Dear Dini, thank you for your response. Could you kindly confirm if any deposits have been made since your request on March 3rd? Additionally, could you please confirm whether you currently still have access to your account?
Thank you for your patience and cooperation.
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2 months ago
TranslationNo, I haven't deposited anything there anymore.
My main concern is that they didn't close my account before and acted negligently even though I requested it twice. I was only blocked on the third attempt.
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2 months ago
Dear Dini,
I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player clearly states a gambling problem, is the essential evidence that each player must provide in order for us to proceed with a case like this.
Additionally, based on the information available, the only mention of gambling-related problems was dated March 3 in the live chat, after which the casino proceeded to close the account, and no further deposits were made.
Please also note that wording such as "account closure" does not automatically imply responsible gambling concerns. Casinos are generally not obliged to close accounts on this basis unless a clear request for self-exclusion due to gambling problems has been made.
Since you do not have sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
