The player from Germany filed a formal complaint against OnlyWin Casino after being allowed to reopen his account despite a permanent self-exclusion due to gambling addiction. He claimed to have lost €1,590 following the reactivation and sought an investigation, permanent account blocking, and a refund. The Complaints Team concluded that the player did not provide sufficient evidence of his self-exclusion request, which was essential for proceeding with the case. Consequently, the complaint was closed as the circumstances surrounding the reopening of the account remained unclear, and no refund could be issued without adequate proof.
Onlywin Casino - Player's account has been closed due to self-exclusion.
Closed
Our verdict
Insufficient evidence from player
Amount: €1,590
Onlywin Casino
Safety Index:Very lowCase summary
Discussion
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5 months ago
Translation
Dear CasinoGuru Team,
I hereby file a formal complaint against the operator OnlyWin Casino (Curaçao license). I request your immediate investigation into the matter, mediation with the operator, and assistance in reclaiming the damages I have suffered.
Facts
On August 31, I permanently excluded myself from the aforementioned casino because I have a severe gambling addiction and was trying to protect myself.
Yesterday, because I had become addicted to gambling, I contacted the casino and asked to reopen my account. I was required to submit a written statement declaring my desire for the account to be reopened and accepting full responsibility. I wrote and submitted this text because of my addiction.
My account was subsequently reactivated. As a result, I lost €1,590.00.
I am deeply dismayed and annoyed that a provider has apparently ignored a permanent self-exclusion declaration or reinstated it by way of rescission, precisely because I had explicitly stated that I am addicted to gambling.
Why the casino's behavior is illegal / irresponsible
A self-exclusion measure serves to protect players. For an operator to reactivate an account after a self-exclusion declaration is, in my opinion, irresponsible and disregards the basic principles of responsible gaming.
In my case, the "consent" to reopen was given under conditions that were clearly influenced by my illness (gambling addiction) — thus, the effectiveness of such consent must be seriously questioned.
The operator deliberately restored the ability to play and thus caused me further harm.
Concrete demands / expectations
I kindly ask CasinoGuru,
Investigate the incident with [onlyWin Casino] and communicate the results to me in writing.
Initiate the immediate and permanent blocking of the account and ensure that the operator takes measures to prevent re-opening in a similar manner (e.g. linking identity data, IPs, payment data).
Review and enforce a refund of the lost €1,590.00 to me or mediation in the reclaim by the operator.
Copies of all relevant chat/email logs and internal records showing who authorized the reopening and on what basis.
Automatic translation:
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5 months ago
Dear marvinleubert,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please forward me the self-exclusion request that you sent to the casino? My email address is [email protected]. Also, could you please clarify if you currently have access to your casino account?
Thank you very much in advance.
Best regards,
Kristina
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4 months ago
Thank you very much for your reply. Please note that in order for us to proceed with this complaint, we need to see the original self-exclusion request or communication between you and the casino via official communication channels, such as email conversations or screenshots from the live chat on the casino's website.
Could you please forward me the self-exclusion request and all the relevant communication between you and the casino to [email protected]? Thank you in advance. Also, you haven't confirmed if you still have access to your casino account.
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4 months ago
Do I understand correctly that the screenshot you sent me is the only evidence you can provide at the moment? Could you please check once again? Perhaps you saved a conversation in which you requested the reopening of your account and/or the casino's response to your request? Any evidence could help us support you in this case.
Also, did you discuss the refund with the casino support? Maybe you could forward these messages to me.
Sensitive attachment
Sensitive attachment
4 months ago
Translation
I have discussed everything with them, unfortunately no record of it, please add the casino
I only have these chat histories
Automatic translation:
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4 months ago
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 stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this. The evidence you manage to provide, unfortunately, isn't sufficient. It is unclear when these messages were sent, and we also cannot verify if it is indeed your device and the casino's official support channel. Not to mention that, without further evidence, the circumstances of the reopening of your account are also very unclear.
Since you didn't provide 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.
When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
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.
