1win Casino - Pelaajan tili on suljettu itsensä sulkemispyynnön jälkeen.

I request to file a formal complaint against the 1win platform for failure to comply with responsible gaming measures.

On June 11, 2025, I expressly requested self-exclusion due to gambling issues, clearly stating that I should not be allowed to deposit or participate on the platform again. However, the company did not implement a true self-exclusion, merely blocking my account.

Subsequently, I was able to create multiple new accounts without restrictions and continue operating normally. Despite having requested to be excluded, the platform allowed me to make numerous deposits, all from my personal bank account in my name, demonstrating that they did not implement effective controls to prevent my access.

As a result of this negligence, I made deposits for an approximate amount of $600,000 CLP after having requested my self-exclusion.

Additionally, some of these accounts generated profits, but the accounts were subsequently blocked by the platform, withholding the available funds, which further aggravates the situation. It is important to note that on other platforms where I also requested self-exclusion, I was completely prevented from depositing and playing, demonstrating that effective mechanisms do exist, but in this case, they were not applied.

I believe that the company seriously failed in its duty of responsible gaming, allowing a self-excluded person to continue depositing and playing, and subsequently blocking accounts with withheld funds.

I request a full review of my case, the return of deposits made after my self-exclusion request, and the permanent closure of any account associated with my personal data.

Solicito presentar un reclamo formal contra la plataforma 1win por incumplimiento de medidas de juego responsable.

El día 11-06-2025 solicité expresamente mi autoexclusión debido a problemas con el juego, indicando claramente que no se me permitiera volver a depositar ni participar en la plataforma. Sin embargo, la empresa no aplicó una autoexclusión real, limitándose únicamente a bloquear una cuenta.

Posteriormente, pude crear múltiples cuentas nuevas sin restricciones y continuar operando con normalidad. A pesar de haber solicitado ser excluida, la plataforma permitió que realizara numerosos depósitos, todos desde mi cuenta bancaria personal a mi nombre, lo que demuestra que no implementaron controles efectivos para impedir mi acceso.

Como consecuencia de esta negligencia, realicé depósitos por un monto aproximado de $600.000 CLP después de haber solicitado mi autoexclusión.

Adicionalmente, en algunas de estas cuentas se generaron ganancias, pero las cuentas fueron posteriormente bloqueadas por la plataforma, reteniendo los fondos disponibles, lo que agrava aún más la situación. Es importante destacar que en otras plataformas donde también solicité autoexclusión, se me impidió completamente depositar y jugar, lo que demuestra que sí existen mecanismos efectivos que en este caso no fueron aplicados.

Considero que la empresa incumplió gravemente su deber de juego responsable, permitiendo que una persona autoexcluida continuara depositando y jugando, y posteriormente bloqueando cuentas con fondos retenidos.

Solicito la revisión completa de mi caso, la devolución de los depósitos realizados después de mi solicitud de autoexclusión y el cierre definitivo de cualquier cuenta asociada a mis datos personales.

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Dear Ayelencarolina,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you have experienced.

I have reviewed the document you provided, and I can see that you clearly requested self-exclusion due to gambling control issues and asked for permanent blocking of your account . This is an important point for our investigation.

To better understand the situation and proceed further, I would like to ask you a few additional questions:

• Did you receive any confirmation from the casino that your self-exclusion was fully applied (beyond account blocking)?
• After submitting the requested verification details, did you complete this process with the casino? If yes, could you confirm what information you provided and when?
• How were you able to create new accounts? Were you using the same personal details (name, email, phone number, payment method)?
• Can you please specify how many accounts you created and approximate dates of activity on those accounts?

If you have any additional relevant communication with the casino (emails, chat transcripts, or additional documents), please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your response.

Regarding your questions:

I received no confirmation that a full self-exclusion had been applied beyond the blocking of one account. I was only informed that my account had been permanently blocked.

Yes, I sent the information requested by the casino to verify my identity, complying with the required self-exclusion process. (I HAVE ATTACHED THE EMAIL WITH THE INFORMATION THAT WAS REQUESTED FROM ME).

I provided the necessary personal data at that time, as indicated by the platform.

Despite having requested self-exclusion and completed the verification process, I was subsequently able to create approximately seven accounts between February 25, 2026, and the present. In all of them, I used my personal information and made deposits from my personal bank account in my name (Banco de Chile), demonstrating that the platform was able to identify me as the same person.

Throughout that period I continued to have access to the platform and make deposits without any effective restrictions, which shows that no real self-exclusion was implemented.

As a result of this lack of control, I made multiple deposits for an approximate amount of $600,000 CLP after having requested my self-exclusion.

Additionally, some of these accounts generated profits, but the accounts were subsequently blocked, withholding the available funds, which further aggravates the situation.

This situation demonstrates a serious failure in the application of responsible gambling measures, as they allowed a person who requested self-exclusion to continue registering, depositing and playing without restrictions.

I remain attentive to any additional information you may need.

Gracias por su respuesta.

En relación a sus preguntas:

No recibí ninguna confirmación de que se hubiera aplicado una autoexclusión completa más allá del bloqueo de una cuenta. Solo se me informó que mi cuenta había sido bloqueada permanentemente.

Sí, envié la información solicitada por el casino para verificar mi identidad, cumpliendo con el proceso requerido para la autoexclusión.(ADJUNTO CORREO CON LA INFORMACION QUE SE ME SOLICITO).

Proporcioné los datos personales necesarios en ese momento, según lo indicado por la plataforma.

A pesar de haber solicitado la autoexclusión y haber completado el proceso de verificación, posteriormente pude crear aproximadamente 7 cuentas entre el 25 de febrero de 2026 y la actualidad. En todas ellas utilicé mis datos personales y realicé depósitos desde mi cuenta bancaria personal a mi nombre (Banco de Chile), lo que demuestra que la plataforma tenía la posibilidad de identificarme como la misma persona.

Durante todo ese período continué teniendo acceso a la plataforma y realizando depósitos sin ninguna restricción efectiva, lo que evidencia que no se implementó una autoexclusión real.

Como consecuencia de esta falta de control, realicé múltiples depósitos por un monto aproximado de $600.000 CLP después de haber solicitado mi autoexclusión.

Adicionalmente, en algunas de estas cuentas se generaron ganancias, pero posteriormente las cuentas fueron bloqueadas, reteniendo los fondos disponibles, lo que agrava aún más la situación.

Esta situación demuestra una falla grave en la aplicación de las medidas de juego responsable, ya que permitieron que una persona que solicitó autoexclusión continuara registrándose, depositando y jugando sin restricciones.

Quedo atenta a cualquier información adicional que necesiten.

Hi Ayelencarolina,

I would like to ask you to clarify one important point so we can properly assess your case:

• Can you please confirm whether all the accounts you created were registered using exactly the same personal details (full name, date of birth, address, phone number), or were there any differences between them (for example, different emails, variations in name, etc.)?

Additionally, it would be very helpful if you could provide:

• A list of the accounts (usernames or email addresses) you created
• Any communication from the casino confirming the blocking of your original account and/or their response to your self-exclusion request

These details are very important for us to determine whether the casino had a fair opportunity to identify you as a self-excluded player across multiple accounts.

Thank you.